Customer Satisfaction Score Calculator
Calculate top-two-box CSAT from a five-point satisfaction survey and see the number of responses outside the satisfied group.
Customer satisfaction scoreExample80%
- Responses below the satisfied threshold
- 40 responses
How to calculate customer satisfaction score
CSAT = responses rated 4 or 5 ÷ all valid responses × 100
Uses a five-point survey and defines only ratings 4 and 5 as satisfied. Unanswered surveys are excluded; response bias and confidence intervals are not modeled.
Worked example
An illustrative scenario. “Reset to example” restores it in the calculator.
- Satisfied responses (4 or 5 out of 5)
- 160 responses
- All valid responses
- 200 responses
Customer satisfaction score: 80%
Customer Satisfaction Score FAQ
Can I compare this with an average-star rating?
Not directly. CSAT is the share passing a defined satisfaction threshold; an average rating weights every score. Keep the same question and scale when comparing periods.