CSAT calculator
Enter how many customers gave each score, or paste the individual scores, and the calculator works out your CSAT: the percentage of satisfied customers, the average score and the margin of error. Everything is calculated in your own browser: nothing you enter is sent anywhere.
How the calculator works
CSAT is the share of customers who gave a 4 (satisfied) or a 5 (very satisfied), expressed as a percentage of all responses. The calculator also shows the average score, since some organisations report that instead.
An example. Of 180 responses, 62 were a 5, 58 a 4, 28 a 3, 18 a 2 and 14 a 1. That's 120 satisfied customers, so a CSAT of 67%. The average score is 3.76.
If you use a different scale, say 1 to 7, this calculator won't fit: the number of "satisfied" scores is different there. In that case, decide up front which scores count as satisfied, and stick to it.
Percentage or average?
Report the percentage where you can. It's easier to explain and closer to what you want to know: how many customers are genuinely satisfied. An average of 3.8 can come from very different distributions. Always look at the share of 1s and 2s as well; the bar in the calculator shows the full spread.
How many responses do you need?
The margin of error for a CSAT of around 80%, at 95% confidence:
| Responses | Margin | Likely between |
|---|---|---|
| 50 | ±11 | 69% and 91% |
| 100 | ±8 | 72% and 88% |
| 200 | ±6 | 74% and 86% |
| 400 | ±4 | 76% and 84% |
The calculator uses the standard formula for the margin of error of a proportion:
The same caveat applies: the margin covers chance, not who didn't respond. If mainly customers with strong opinions reply, your CSAT will be off in a way no formula can show.
What next?
CSAT tells you how many customers were satisfied, not why the rest weren't. How to ask the question well, when to use it and what to do next is covered in What is CSAT?. To find out how much effort an interaction took, the Customer Effort Score is a useful complement.
Measure the score, then ask why
ScoreStory asks for one score and then holds a short conversation about the reasons behind it. Your first 10 interviews are free, with no credit card and no end date.