5-point and 7-point ready
Match the scale you used in the survey instead of forcing everything into two boxes first.
Tools / CSAT Calculator
CSAT Calculator
Enter response counts by rating, get your Customer Satisfaction Score, average rating, and an optional sourced industry reference check.
CSAT = (satisfied ÷ total) × 100
Enter response counts for each rating
4–5 count as satisfied
Enter response counts for each rating
5–7 count as satisfied
Enter counts to see the result
- 1
Choose your scale
Use a 5-point scale (satisfied = 4–5) or a 7-point scale (satisfied = 5–7). Or paste already-aggregated satisfied / total counts.
- 2
Enter rating counts
Type how many people chose each score. Highlighted ratings count as satisfied in the CSAT percentage.
- 3
Read score and context
See CSAT %, satisfied count, average rating, and an optional industry reference comparison.
Why use this CSAT calculator
Built the way most teams already export CSAT: rating tallies in, percentage and context out.
More than a single percentage
Average rating and satisfied count sit next to CSAT so you can spot score inflation vs true enthusiasm.
Sourced industry references
Compare against 17 sector averages with linked sources. Your own trend line still matters more than any published midpoint.
Where CSAT fits
Post-support tickets
Measure satisfaction right after a chat, call, or email resolution.
Checkout and delivery
Score the purchase or delivery moment while memory is fresh.
Onboarding and feature moments
Ask immediately after key product milestones, not weeks later.
What is CSAT?
CSAT (Customer Satisfaction Score) measures how satisfied customers are with a product, service, or specific interaction. Teams usually ask “How satisfied were you?” on a 1–5 or 1–7 scale.
Your CSAT score is the percentage of customers who responded positively: typically 4–5 on a five-point scale, or 5–7 on a seven-point scale.
The formula
CSAT = (satisfied customers ÷ total responses) × 100
“Satisfied” means the positive top boxes for your scale. Neutral and negative answers stay in the denominator.
Published CSAT references by industry
Reference averages used by this calculator. Methods and sample frames differ across sources (some cite ACSI-style indexes, others vendor CSAT percentages), so treat these as context, not a universal standard.
| Industry | Reference average | Primary source |
|---|---|---|
| Cross-industry average | ~78% | Stealth Agents 2026 |
| Restaurants / dining | ~82% | Maven AGI (ACSI 2026) |
| Financial services / banking | ~81% | ACSI / Stealth Agents / Merren 2026 |
| SaaS / Software | ~80% | Stealth Agents / SurveySparrow 2026 |
| E-commerce / online retail | ~79% | Maven AGI (ACSI) / Merren 2026 |
| Healthcare | ~78% | Stealth Agents / SurveySparrow 2026 |
| Insurance | ~77% | Stealth Agents / Merren 2026 |
| Lodging / hospitality | ~77% | ACSI Lodging 2026 |
| Hospitals | ~77% | Maven AGI (ACSI 2025) |
| Retail (general) | ~76% | SurveySparrow 2026 |
| Airlines | ~76% | Maven AGI (ACSI 2026) |
| B2B professional services | ~76% | Stealth Agents / Merren 2026 |
| Airlines / travel (composite) | ~74% | Merren / ACSI Travel 2026 |
| Utilities / energy | ~74% | Stealth Agents / SurveySparrow 2026 |
| Government / public sector | ~73% | Stealth Agents / Merren 2026 |
| Telecommunications / ISP | ~68% | SurveySparrow / Stealth Agents 2026 |
| Education (call center) | ~90% | AmplifAI 2026 |
CSAT vs NPS
CSAT
- Satisfaction with a specific interaction
- Short-term / transactional metric
- “How satisfied were you?”
- Reported as a percentage
NPS
- Overall willingness to recommend
- Longer-term loyalty signal
- “How likely are you to recommend?”
- Reported as a −100 to +100 index
Related calculators
Frequently asked questions
How do you calculate CSAT?
The standard percentage formula is:
CSAT = (number of satisfied responses ÷ total responses) × 100
On a 1–5 scale, satisfied usually means 4 and 5 (top-2 box). On a 1–7 scale, this calculator treats 5, 6, and 7 as satisfied.
Should I use a 5-point or 7-point scale?
5-point scales are simpler and often get higher response rates. 7-point scales offer more nuance and can detect smaller shifts.
Most teams stick with 5-point for day-to-day CSAT. Whichever you choose, keep it stable so trends stay comparable.
What is a good CSAT score?
As a rough cross-industry guide, 75–85% is often considered good, 85%+ excellent, and below 70% a clear improvement opportunity.
Industry averages in this tool are sourced midpoints (often near 78% cross-industry). Your own baseline and channel (chat vs email vs in-person) usually matter more than any published table.
When should I send CSAT surveys?
Send them right after the moment you care about: support tickets, purchases, onboarding steps, deliveries, or event sessions.
Fresher experiences produce clearer answers and usually better response rates.
How many responses do I need?
Directional reads can start with a few dozen replies. For steadier tracking, many teams aim for 100+ completes per wave, and more when comparing periods or segments.
Pair small samples with the confidence interval calculator if you need uncertainty bounds on a percentage.
CSAT vs NPS: which should I use?
CSAT is best for a specific interaction. NPS is better for overall loyalty and willingness to recommend.
They answer different questions. Calculate both with the NPS calculator when you collect both question types.
What should I do with a low CSAT?
Follow up with unhappy respondents while the experience is fresh, look for repeated themes, and fix the issues that affect the most people first.
Track CSAT again after the change so you know whether the fix worked.
Is my CSAT data stored?
No. Numbers never leave your browser.
How can I collect CSAT in the wild?
Put a short satisfaction question on a form and share it by link or QR. Formms can generate that form from a prompt, then you can paste the tallies into this calculator.
Collecting fresh survey responses? Try Formms for a form with a short link and QR.
Collect the responses on your phone next.
Formms builds the survey from a prompt, then you can paste counts back into these calculators anytime.
View a demo form →