Enter the number of responses for each satisfaction level (1–5). CSAT is the **percentage of Satisfied + Very satisfied** responses.
Step 1 — Enter response counts
Not sure? .
Step 2 — Your CSAT
- Formula: CSAT = ((Satisfied + Very satisfied) ÷ Total) × 100
- We treat **4 (Satisfied)** and **5 (Very satisfied)** as “satisfied.”
What is CSAT?
Customer Satisfaction Score (CSAT) is a simple, widely used way to measure how happy customers are with a specific interaction or moment in their journey.
You’ve probably seen the classic “How satisfied were you?” question. This calculator turns those responses into a clear, shareable percentage you can act on.
How to calculate CSAT
Focus on how many people were satisfied. For a 1–5 scale:
- Satisfied = ratings 4 and 5
- CSAT (%) = ((#4 + #5) / Total responses) × 100
Example:
If your counts for 1–5 are 3, 1, 0, 1, 12, then:
CSAT = ((1 + 12) / (3 + 1 + 0 + 1 + 12)) × 100 = 76.47%
Collecting CSAT data
Run short surveys immediately after key touchpoints (checkout, onboarding step, support resolution, delivery). Choose a scale that fits your tone—numbers, emojis, stars, or traffic lights—and be consistent.
Common scales
1 2 3 4 5😠 😕 😐 🙂 😄⭐ ☆ ☆ ☆ ☆🔴 🟠 🟡 🟢 🟢🟢
How to calculate CSAT in Excel
- Put responses (1–5) in column B.
- Treat 4 and 5 as satisfied.
- Use the formula:
```excel =COUNTIF(B2:B101, “>=4”) / COUNTA(B2:B101) * 100 This returns the CSAT percentage.
How to collect CSAT responses
- In-app surveys (digital flows)
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Trigger subtle, contextual prompts after a user completes a key action. Slide-ins or small panels often outperform pop-ups.
- Email surveys (personal touch)
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Send immediately after a meaningful interaction and reference the context (ticket ID, purchase, feature used) to boost relevance.
- Post-support feedback
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After a ticket or chat closes, ask: “How satisfied were you with the support you received regarding [issue]?”
- Post-interaction surveys
- After purchases or service appointments, capture feedback while the experience is still fresh.
Choose your mix: Combine in-app for product flows and email for broader satisfaction or lower-frequency touchpoints.
