CSAT Calculator: Customer Satisfaction Score

1. Take the results of a satisfaction question on a 1–5 scale, for example “How satisfied were you with your visit today?”.
2. Type the number of answers for each rating, from 5 (very satisfied) to 1 (very dissatisfied). Leave a field empty if nobody chose that answer.
3. Read the result: CSAT as a percentage, the average rating out of 5, a bar showing satisfied, neutral and dissatisfied shares, and the calculation with your numbers filled in.

The defaults are an example of 200 responses. Use “Clear all fields” to start from zero. The maths runs in your browser: the calculator does not submit or save what you enter.

The standard way to calculate CSAT on a five-point scale is to count the two top answers as satisfied:

CSAT (%) = (answers of 4 + answers of 5) ÷ total answers × 100

With the example data (70 fives, 80 fours, 24 threes, 16 twos and 10 ones, 200 in total): (80 + 70) ÷ 200 × 100 = 75%.

The calculator also shows the average rating: (5×70 + 4×80 + 3×24 + 2×16 + 1×10) ÷ 200 = 784 ÷ 200 = 3.92 out of 5. Some organisations report this mean as their CSAT. Both are valid; what matters is choosing one, labelling it clearly and never switching between them in a trend report.

Why show both? Because they react to different things. If unhappy customers become very unhappy (2s turn into 1s), the percentage does not move but the average falls. If many 3s become 4s, the percentage jumps while the average rises only a little.

The calculator uses the common 1–5 scale. For other scales, apply the same idea, counting the top of the scale as satisfied:

Scale	Usually counted as satisfied
5 smileys or 5 stars	The two best faces or 4–5 stars, the same as 1–5
3 smileys	Only the happy face
1–10	Often 8–10 (define and document your cut-off)

Do not convert old results from one scale to another after the fact; a five-smiley kiosk and a 1–10 email survey produce different distributions even for the same customers. Start a new trend line when you change scales.

To get an overall CSAT for several locations, teams or months, add up the counts for each rating and calculate once from the totals. Averaging the percentages gives a wrong answer whenever groups have different numbers of responses.

Example: Store 1 has 90 satisfied answers out of 100 (90%), Store 2 has 10 out of 20 (50%). The simple average is 70%, but the combined CSAT is 100 ÷ 120 = 83.3%.

When comparing groups, check how many answers each has. With 50 responses, every single answer moves CSAT by 2 percentage points, so a small branch can rise or fall several points in a week without any real change. The calculator shows this sensitivity under your result.

CSAT runs from 0% to 100% and tells you the share of customers who were satisfied with one specific experience. There is no universal “good” CSAT: it depends on the question, scale, touchpoint and industry. The comparisons that matter are your own trend and differences between your own locations, teams or services, all measured with the same question.

Look beyond the headline. The 1–2 answers are customers you can still win back with a quick personal response, and their comments usually explain what went wrong. Our guide What is CSAT? covers question wording, scales and when to use CSAT rather than NPS or CES.

Qmeter collects satisfaction ratings on kiosks and tablets, QR codes, SMS, email and web, and calculates CSAT in real time for every location and service. Low ratings can trigger an alert and a ticket with an SLA, so the customers behind the 1s and 2s get an answer. See CSAT software or the feedback kiosk for on-site collection.