Customer Satisfaction (CSAT) Calculator
Calculate the percentage of satisfied responses in your customer satisfaction survey. Enter your satisfied response count and total valid responses, then review your CSAT score against an optional team target.
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Calculate your CSAT
Use response totals or enter a five-point rating breakdown to see the percentage of responses counted as satisfied.
Response breakdown
See how your responses contribute to the result.
| Response category | Count | Share of total |
|---|
Percentages are rounded to two decimals and may not add up to exactly 100%. CSAT is calculated from the counts before rounding.
How is CSAT calculated?
CSAT (%) = satisfied responses ÷ total valid responses × 100
For example, 80 satisfied responses out of 100 valid responses give a CSAT score of 80.00%. This is a percentage of satisfied responses, not an average rating or a survey response rate.
In five-point mode, ratings 4 and 5 count as satisfied, and ratings 1–5 all count toward the total. Use this mode only when your survey follows that scale and rule. For another satisfaction definition, use Quick response counts and enter the satisfied count according to your survey’s agreed method.
Use valid answers to the same satisfaction question. Exclude missing or invalid answers consistently; do not include everyone invited to the survey in the denominator. A total of zero cannot produce a CSAT score.
The optional target is your chosen percentage, not a universal benchmark. Target comparisons use the displayed CSAT rounded to two decimals; differences are shown in percentage points. Compare results using consistent questions, scales and counting rules.
Formula reference: SurveyMonkey’s guide to measuring CSAT.
How to use this CSAT calculator
1. Choose your input method
Select “Quick response counts” if you already know the number of satisfied responses and total valid responses. Select “5-point rating breakdown” if you have separate counts for ratings 1 through 5. In five-point mode, ratings 4 and 5 count as satisfied.
2. Enter your survey response counts
Use valid answers to the same satisfaction question from the same reporting period. In quick-count mode, enter the satisfied count and total valid responses. In five-point mode, enter a count for every rating, using 0 where there are none. Neutral responses remain part of the total.
3. Add an optional target
Enter your team’s chosen CSAT target as a percentage from 0 to 100, or leave it blank to skip the comparison. Use a target appropriate to your survey and service context. Keep the question, rating scale and satisfaction definition consistent when comparing results.
4. Calculate and review your score
Select “Calculate CSAT” to see the percentage of satisfied responses and the response breakdown. Any difference from your target is shown in percentage points. Download the CSV to keep a record. If you change your inputs or switch methods, calculate again to update the result.
Frequently asked questions.
Which responses count as satisfied?
In this calculator’s five-point mode, ratings 4 and 5 count as satisfied. Ratings 1, 2 and 3 remain in the total but do not count as satisfied. If your survey uses a different scale or satisfaction definition, use Quick response counts and enter the satisfied count according to your agreed method.
Should neutral responses be included in the total?
Yes. In five-point mode, a neutral rating of 3 is a valid response and stays in the denominator. For example, 80 satisfied, 10 neutral and 10 dissatisfied responses produce a CSAT score of 80%, because there are 100 valid responses in total.
Is CSAT the same as an average rating or response rate?
No. CSAT is the percentage of valid responses that meet your satisfaction definition. An average rating is the sum of rating values divided by the number of ratings. A survey response rate measures participation among the people invited or eligible to respond. These measures answer different questions.
What does “percentage points below target” mean?
Percentage points show the direct difference between two percentages. If your CSAT is 80% and your target is 85%, the gap is 5 percentage points. This calculator compares the displayed score, rounded to two decimal places, with your chosen target.