CSAT calculator
Enter how many people chose each rating, or paste the ratings themselves, to get your customer satisfaction score the way Usertick's Results works it out.
75 of 100 responses rated 4 or 5 out of 5. The average rating is 3.96.
With 100 responses, the true share is likely within 8.5 points of this one, at 95% confidence.
Work out your customer satisfaction score
The CSAT calculator turns ratings into a customer satisfaction score: the share of answers at the top of the scale. Pick a 5 or 7 point scale, enter how many people chose each rating or paste the ratings from your export, and the score, the average rating and the margin of error update as you type.
It counts the way Usertick's Results counts: an answer at or above 80% of the scale is satisfied, so 4 or 5 on a 5 point scale and 6 or 7 on a 7 point scale. Everything runs in your browser, and nothing you type or paste is sent anywhere.
- Formula
- Satisfied answers ÷ all answers
- Satisfied
- 4 or 5 of 5, 6 or 7 of 7
- Result
- CSAT, the average rating and the margin of error
- Your data
- Stays in your browser
How to calculate CSAT
Count the answers at the top of the scale, divide by all answers and multiply by 100. On a 5 point scale the top is 4 and 5; on a 7 point scale it is 6 and 7.
CSAT is written as a percentage. It says how many customers left satisfied, so a rating of 3 counts the same as a rating of 1: neither is satisfied.
CSAT = satisfied answers ÷ all answers × 100
Satisfied means 4 or 5 on a 5 point scale, and 6 or 7 on a 7 point scale.
A CSAT calculation example
Say 200 customers rate a delivery from 1 to 5: 8 give a 1, 12 a 2, 30 a 3, 80 a 4 and 70 a 5.
150 of the 200 answers are a 4 or a 5, so CSAT is 75%. The average rating is 3.96, which the calculator shows beside the score.
- Rated 4 or 5
- 150 answers
- All answers
- 200
- Average rating
- 3.96 out of 5
- CSAT
- 150 ÷ 200 = 75%
CSAT or average rating?
Both come from the same answers and tell you different things. CSAT is one clear number for reports; the average moves with every rating, so it shows a small shift sooner.
| CSAT | Average rating | |
|---|---|---|
| Reads as | The share of satisfied customers | The typical rating |
| Moves when | An answer crosses into the top of the scale | Any rating changes |
| Best for | Reporting one number over time | Spotting a small shift early |
How precise is your CSAT?
A CSAT from a sample of customers is an estimate, and its margin of error depends on how many answered. The calculator shows it under every score.
In the example, 200 answers give a margin of about 6 points at 95% confidence, so CSAT for all customers is likely between 69% and 81%. Compare periods with that range in mind before you call a change real.
- Answers
- 200
- CSAT
- 75%
- Margin at 95%
- ±6.0 points
Calculate CSAT in Excel or Google Sheets
With the 1 to 5 ratings in column A, these formulas give the score and the average. For a 7 point scale, count ">=6" instead of ">=4".
| Cell | Formula | What it counts |
|---|---|---|
| B1 | =COUNTIF(A:A,">=4") | Satisfied answers |
| B2 | =COUNT(A:A) | All answers |
| B3 | =ROUND(B1/B2*100,0) | CSAT, in percent |
| B4 | =AVERAGE(A:A) | The average rating |
Measure CSAT in Usertick
Ask with a Stars question, drawn as stars, hearts, thumbs or numbers, on your website, by email, by link and QR code, or as a conversation. In an email, customers pick their rating in the message itself.
Results shows the average, a bar per rating and the share who rated at the top of the scale, each compared with the period before, and dashboards can show CSAT as a number of its own. Usertick reads every written answer that comes with a rating and files it by theme and sentiment.
Questions about this calculator
Scores differ by industry and by what you ask about, so the most useful comparison is your own CSAT over time and between moments, such as checkout against delivery.
CSAT measures how many customers were satisfied, and a 3 is neutral. Counting only the top of the scale keeps the score easy to read: 75% means three in four customers were satisfied.
Either works if you keep the same scale over time. Five points are quicker to answer; seven separate the happy customers a little more finely.
Yes. Choose Each answer and paste a column of ratings, or type them with commas. Anything outside the scale is left out, and the calculator says how many values it left out.
No. The calculation runs in your browser and nothing you type or paste is sent.
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