Work out your Customer Satisfaction Score
Enter how many responses landed on each satisfaction step — the CSAT calculator returns the percentage and the mean rating straight away.
Overall, how satisfied are you with our service?
Calculate CSAT
Enter the number of responses on each step.
Responses in total
0
Your CSAT score
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CSAT = satisfied responses ÷ all responses. Only the top two steps count as satisfied.
Measure CSAT with real customer data
The CSAT template from empirio.ai already carries the five-step satisfaction question, along with a follow-up for anyone who answers negatively. You watch the distribution across the steps in real time and work the score out here.
- A ready-made CSAT template in two minutes
- A follow-up question for dissatisfied responses
- Hosted in the EU
What is CSAT?
The Customer Satisfaction Score — CSAT for short — measures how satisfied customers are with one specific experience: a purchase, a support conversation, a moment of using the product. It is usually asked on a five-point scale from “very dissatisfied” to “very satisfied”. CSAT reports the share of satisfied responses as a percentage, which is what lets you attach it to a single touchpoint — unlike NPS, which measures long-term willingness to recommend.
How do you calculate CSAT?
CSAT = satisfied responses divided by all responses, times 100. Under the widely used top-two-box method only the top two steps count as satisfied, so steps 4 and 5. With 100 responses of which 78 land on those two steps, CSAT is 78 percent. Neutral answers do not count as satisfied but do raise the denominator, which is exactly why they pull the score down. The mean rating across the whole one-to-five scale is often reported alongside it: it uses every step, so it moves even when the top two do not.
What is a good CSAT score?
Across industries, 75 to 84 percent is considered good and anything from 85 percent very good. Below 60 percent there is clear work to do. Values vary widely by industry and by touchpoint, though — a satisfaction question after a support case gets different answers from one after a purchase. So compare your CSAT mainly with your own history: a rising trend across several measurements says more than any single figure.
CSAT ranges at a glance
| CSAT range | Rating |
|---|---|
| 85 to 100 % | Very good |
| 75 to 84 % | Good |
| 60 to 74 % | Room to improve |
| 0 to 59 % | Critical |
Common questions
How is CSAT calculated?
CSAT = the number of satisfied responses (steps 4 and 5) divided by all responses, times 100. The result is a percentage between 0 and 100.
What is a good CSAT score?
Across industries, 75 to 85 percent counts as good and above 85 percent as very good. Below 60 percent there is clear work to do. An industry comparison and your own trend say more than a single figure.
Does the neutral middle count towards CSAT?
No. Under the common top-two-box method only the top two steps count as satisfied. Neutral answers raise the total number of responses and therefore lower CSAT.
CSAT or NPS — which is better?
CSAT measures satisfaction with one specific experience, such as a purchase or a support conversation. NPS measures long-term willingness to recommend. Many teams run both, because the questions cover different time horizons.