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CSAT Score Calculator

Calculate your Customer Satisfaction Score (CSAT) from the number of 1–5 ratings, or paste raw scores from any 1–5, 1–7 or 1–10 survey. You also get the average rating, the margin of error, how many satisfied responses you need to hit a target, and a Customer Effort Score (CES) mode.

Last updated:

What do you have?

Usual: 4 on 1–5, 6 on 1–7, 9 on 1–10.

%
Enter your values to see the result.
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How to use the CSAT Score Calculator

  1. Choose your data: rating counts, raw CSAT scores, or CES scores.
  2. Enter the number of responses for each rating, or paste the scores (one per line or separated by commas).
  3. For raw scores, pick the scale and the lowest score that counts as satisfied.
  4. Add a target to see how many more satisfied responses you need.
  5. Read your score, the distribution and the margin of error, then copy or download the results.

CSAT and CES formulas

  • CSAT % = (number of 4 and 5 ratings) ÷ (total ratings) × 100
  • Average rating = sum of all ratings ÷ number of ratings
  • Margin of error (95%) = 1.96 × √(p × (1 − p) ÷ n), where p is the CSAT as a fraction
  • Extra satisfied responses for a target t = ⌈(t × n − satisfied) ÷ (1 − t)⌉
  • CES = average of 1–7 effort scores (higher = easier)

Example: 142 fives, 96 fours, 31 threes, 14 twos and 9 ones make 292 responses. Satisfied = 142 + 96 = 238, so CSAT = 238 ÷ 292 = 81.5%. The average rating is 4.19. To reach 85% you would need 68 more satisfied responses in a row.

Which scores count as satisfied

ScaleSatisfied (top box)Dissatisfied (shown here)
1–5 (standard CSAT)4–51–2
1–76–71–3
1–109–101–6
CES 1–75–7 (easy)1–3 (difficult)

Teams sometimes choose a different cut-off for longer scales; you can set the satisfied threshold yourself in raw-score mode.

Tips for better satisfaction surveys

  • Ask soon after the interaction. Responses collected right after a support chat or delivery reflect the experience more accurately.
  • Keep the question specific. "How satisfied were you with today's support?" is easier to act on than a vague overall question.
  • Read the low scores. Add an optional comment box and review the 1s and 2s; they point to fixable problems faster than the average.
  • Report the response count. A 95% CSAT from 20 replies is far less certain than 85% from 2,000.

Frequently asked questions

How is CSAT calculated?

CSAT = number of satisfied responses ÷ total responses × 100. On the usual 1–5 scale, satisfied means a 4 (satisfied) or 5 (very satisfied). For example, 238 satisfied answers out of 292 give a CSAT of 81.5%.

Why does CSAT count only 4s and 5s?

The top two ratings are the clearest signal that a customer was happy, so the standard 'top-2-box' method counts only those. Neutral and negative answers are included in the total but not in the satisfied count, so they lower the score.

What is a good CSAT score?

Benchmarks differ by industry and by what was surveyed (a support ticket vs an entire product). Many teams treat scores in the high 70s to 80s as healthy, but the most useful comparison is your own trend over time and across channels.

What is the difference between CSAT, NPS and CES?

CSAT measures satisfaction with a specific interaction or product. Net Promoter Score (NPS) asks how likely customers are to recommend you on a 0–10 scale. Customer Effort Score (CES) asks how easy it was to get something done, usually on a 1–7 agreement scale.

How is Customer Effort Score calculated?

The most common CES version asks customers to rate agreement with a statement like 'The company made it easy to handle my issue' from 1 (strongly disagree) to 7 (strongly agree). CES is the average of all answers; higher is better. Many teams also report the share of 5–7 answers.

How many responses do I need?

More responses give a more reliable score. The margin of error shown is a 95% normal approximation: with 292 responses and 81.5% satisfaction it is about ±4.5 points. Under 30 responses, treat the score as a rough indicator.

Are all the tools on FreeToolCabin tested for quality and accuracy?

Yes! Every tool on our site undergoes automated Q/A testing in real browser environments to ensure high precision, correct output, and zero errors. If you happen to spot a bug or have a suggestion, please contact us at [email protected] and our team will review it right away.

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