CSAT Calculator
Enter how many customers gave each rating from 1 to 5, or paste your ratings. Get your customer satisfaction score and how far you can trust it.
Your CSAT
156 of 200 responses were a 4 or a 5 · average rating 4.0 out of 5
Give or take 5.7 points at 95% confidence, so the true score is likely between 72% and 84%.
Two ways in, one score:
Count by rating
If your survey tool already gives you totals, type how many people chose each rating from 1 to 5. The score updates as you type.
Paste ratings
If you have the raw answers, copy the whole column from your spreadsheet and paste it. One rating per line, or separated by commas or spaces. Anything that is not a whole number from 1 to 5 is left out and counted for you.
Read the margin
Under the score you get its margin of error at 95% confidence. With 200 responses a score can move 5 or 6 points from sampling alone, so check the range before you call a change real.
The CSAT formula
CSAT = responses of 4 or 5 ÷ all responses × 100
Worked example: 200 responses, of which 86 are a 4 and 70 are a 5. 86 + 70 = 156, and 156 ÷ 200 = 78%.
Margin of error at 95% confidence, in points: 1.96 × √(p × (1 − p) ÷ n) × 100, where p is the score as a decimal and n is the number of responses.
Margin of error by number of responses
For a CSAT of 80%, at 95% confidence.
| Responses | Margin of error (points) |
|---|---|
| 50 | ±11.1 |
| 100 | ±7.8 |
| 200 | ±5.5 |
| 400 | ±3.9 |
| 1,000 | ±2.5 |
| 2,000 | ±1.8 |
Common questions
How do you calculate CSAT?
Ask customers how satisfied they are on a scale from 1 to 5. Count the people who answered 4 or 5, divide by the total number of responses, and multiply by 100. With 156 answers of 4 or 5 out of 200 responses, CSAT is 78%.
What is a good CSAT score?
It depends on your industry, on the experience you ask about and on how you ask, so published benchmarks are only a rough guide. The comparison that tells you the most is your own score over time, measured the same way.
How many responses do I need for a reliable CSAT?
At a CSAT of 80%, around 100 responses means a margin of about 8 points at 95% confidence, and around 400 brings it down to about 4. The calculator shows the margin for your own numbers.
What question does a CSAT survey ask?
One question about one experience, such as how satisfied the customer is with you overall, with five answers from very dissatisfied to very satisfied. Ask it soon after the experience, and add an open question asking why.
What is the difference between CSAT and NPS?
CSAT measures how satisfied a customer is with an experience, or with you overall. NPS measures how likely they are to recommend you. CSAT tells you how an interaction went, and NPS says more about the relationship. Many teams track both.
Can I run a CSAT survey with SegmentOS?
Yes. The Customer Satisfaction template has 9 questions: overall satisfaction on a 1 to 5 scale, satisfaction with quality, value and service, a recommendation question, and what you could improve. The template is on the Free plan.