Customer Satisfaction (CSAT) Score Calculator
Calculate your Customer Satisfaction (CSAT) score percentage. Measure customer happiness following support interactions and feature launches.
Calculated Results
CSAT Score
90%
Rating
Strong (85%+)
CSAT (%) = (Satisfied (4-5) / Total Responses) × 100About this tool
Customer Satisfaction (CSAT) measures short-term sentiment following specific interactions, such as closing a customer support ticket, finishing an onboarding walkthrough, or testing a newly released feature. Unlike NPS—which measures overall company and brand loyalty—CSAT evaluates tactical execution quality: 'How satisfied were you with this experience?' rated on a standard 1-to-5 scale. CSAT is calculated as the percentage of respondents who select a positive rating (4 or 5: 'Satisfied' or 'Very Satisfied'). Tracking CSAT provides immediate operational feedback to support leaders and product teams, alerting them to broken features or slow response times before dissatisfaction compounds into churn. Use this calculator to determine your CSAT score.
How It Works
- 1Input the count of respondents who gave positive ratings (4 or 5 on a 5-point scale).
- 2Input the total number of survey responses received.
- 3Review your CSAT percentage and benchmark status.
Formula & Math
Transparent LogicCSAT (%) = (Count of Satisfied Responses (4-5) / Total Responses) × 100
Worked Practical Example
A support team closes 250 tickets in a month. 220 customers rate their experience 4 or 5.
Calculation / Steps
(220 / 250) × 100 = 88.00%
Expected Result
88.00% CSAT score ('Above SaaS Benchmark' status).
Frequently Asked Questions
What is an acceptable CSAT score in SaaS customer support?+
A healthy customer support CSAT score is between 80% and 85%. Scores above 90% indicate world-class customer service.
How does CSAT differ from CES?+
CSAT measures happiness/satisfaction with an outcome; Customer Effort Score (CES) measures how easy or difficult the process was.
How does low CSAT correlate with customer churn?+
Accounts that give low CSAT scores on support tickets churn at nearly triple the rate of satisfied accounts over the subsequent 90 days.
Automate retention on your cancel button
BoolBul helps salvage accounts affected by temporary low CSAT by providing proactive concierge support offers during cancellation attempts.
Related SaaS Tools
CES (Customer Effort Score) Calculator
Calculate your Customer Effort Score (CES) on a 1-to-7 scale. Quantify product friction and ease of use to predict subscription retention.
NPS (Net Promoter Score) Calculator
Calculate your Net Promoter Score (NPS) from Promoters, Passives, and Detractors. Free interactive customer loyalty calculator.
Support Ticket Churn Correlator
Analyze the statistical correlation between support ticket volume and customer churn. Identify the tipping point for account dissatisfaction.
Customer Health Score Builder
Build a weighted customer health score based on product usage, license utilization, support sentiment, and payment health. Free interactive tool.