CSAT calculator: calculate CSAT from your survey results
Use this free CSAT calculator to calculate CSAT from any satisfaction survey. Enter how many people were satisfied out of everyone who answered, or type the full ratings breakdown, and get your customer satisfaction score, the average rating and the formula behind it.
Your survey results
Your CSAT score
Enter your survey results and press Calculate CSAT. Your score, the split and the formula appear here.
How to calculate CSAT score
A customer satisfaction (CSAT) survey usually asks one question, such as "How satisfied were you with the help you received?", with answers from 1 (very dissatisfied) to 5 (very satisfied). Calculating CSAT takes two numbers: how many people chose a satisfied rating, and how many answered in total.
The answer is a percentage from 0 to 100. Higher means a bigger share of happy customers.
A worked CSAT score calculation
Say 120 customers rated their support conversation on a 1 to 5 scale:
| Rating | Meaning | Responses | Counts as satisfied |
|---|---|---|---|
| 5 | Very satisfied | 62 | Yes |
| 4 | Satisfied | 28 | Yes |
| 3 | Neutral | 14 | No |
| 2 | Dissatisfied | 9 | No |
| 1 | Very dissatisfied | 7 | No |
62 + 28 = 90 satisfied responses. 90 / 120 x 100 = 75%. The average rating for the same answers is 4.08 out of 5. Open the Ratings breakdown tab above and enter these numbers to check both.
Which ratings count as satisfied?
The common approach counts the top two ratings as satisfied, often called "top two box": 4 and 5 on a 1 to 5 scale, 6 and 7 on a 1 to 7 scale, or 9 and 10 on a 1 to 10 scale. The calculator uses that default and lets you change it. Whatever you choose, keep it the same every time you report, or the trend means nothing.
CSAT calculation in a BPO or contact center
Contact centers and BPO teams use the same formula, just sliced more ways: per agent, per queue, per client and per week. A few rules keep those numbers fair:
- Count each survey response once, against the conversation it belongs to.
- Use the same scale and the same satisfied threshold for every team you compare.
- Show the number of responses next to every CSAT score. 100% from 3 responses is not the same as 92% from 300.
How to raise your CSAT
Most low ratings come from slow first replies, answers that miss the question, or customers having to repeat themselves. Small teams can fix all three without hiring:
- Set reply targets per priority so urgent tickets never wait behind easy ones.
- Publish answers to common questions in a public knowledge base, so customers can help themselves at 2am.
- Keep every email, chat and WhatsApp message in one shared inbox, so nobody asks a customer to start over.
Measuring loyalty as well? The NPS calculator uses the 0 to 10 "would you recommend us" question instead.
Frequently asked questions
CSAT = satisfied responses divided by total responses, times 100. On a 1 to 5 scale, satisfied responses are usually the 4s and 5s. If 90 of 120 people chose 4 or 5, your CSAT is 90 / 120 x 100 = 75%.
Not in the usual method. A 3 is the neutral middle option, so it counts toward the total but not toward satisfied responses. If your team decides to count 3 as well, choose "3 to 5" in the calculator and say so whenever you report the score.
No. Only count people who answered the satisfaction question. Include everyone who answered, including the unhappy ones, so the score is not inflated.
CSAT is the share of happy customers, shown as a percentage. The average rating is the mean of all scores. Two teams can share a 4.0 average with very different CSAT scores, so the calculator shows both when you enter a ratings breakdown.
CSAT asks how satisfied someone is with a specific interaction, such as a support conversation. NPS asks how likely they are to recommend you overall, on a 0 to 10 scale. Use the NPS calculator for that score.
It depends on your industry, your channel and when you send the survey. The most reliable comparison is your own CSAT over time, measured the same way each period.
No. The calculation runs in your browser, and nothing you enter is sent to Kora Reply or stored.
More free tools for support teams
NPS calculator
Enter promoter, passive and detractor counts, or paste raw 0 to 10 scores, and get your Net Promoter Score.
Customer satisfaction survey template builder
Pick a survey type and questions, then copy or download a ready survey as text, Markdown or CSV.
Canned response generator
Write replies for 15 common support situations in your tone, for email or chat.
Measure it, then fix it in one help desk
Kora Reply gives small teams a shared inbox, tickets with reply targets, saved replies and a knowledge base your AI agent answers from. Start on the Free plan.