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Customer Satisfaction Score (CSAT) is one of the most widely used metrics for measuring customer satisfaction. It captures how satisfied customers are with your product, service, or a specific interaction by asking them to rate their experience on a scale — typically 1 to 5, where 1 means “very dissatisfied” and 5 means “very satisfied.”
CSAT focuses on immediate satisfaction rather than long-term loyalty. This makes it ideal for measuring satisfaction at specific touchpoints — after a purchase, support interaction, onboarding experience, or product update.
The CSAT formula is simple: divide the number of satisfied responses by the total number of responses, then multiply by 100 to get a percentage.
CSAT = (Number of satisfied responses / Total responses) × 100
“Satisfied responses” are typically those who rated 4 or 5 on a 5-point scale. For example, if you surveyed 200 customers and 160 gave a rating of 4 or 5, your CSAT would be (160 / 200) × 100 = 80%.
CSAT scores range from 0% to 100%. Here is a general guide:
Keep in mind that benchmarks vary by industry. A CSAT of 72% might be above average in Telecom (average: 68%) but below average in E-commerce (average: 80%).
While both CSAT and NPS measure customer experience, they serve different purposes:
Use CSAT for transactional feedback (after a purchase, support ticket, or feature release) and NPS for relationship tracking (quarterly or annual loyalty measurement). Many companies use both metrics together for a complete view of customer experience.
Understanding where your CSAT stands relative to your industry is essential. Here are average CSAT scores by industry based on publicly available benchmark data:
Use the calculator above to see exactly how your score compares to your industry average.
Customer Satisfaction Score (CSAT) is a key performance metric that measures how satisfied customers are with your product, service, or a specific interaction. It is typically measured by asking customers to rate their experience on a 1-5 scale, where 4 and 5 are considered 'satisfied' responses.
CSAT is calculated by dividing the number of satisfied responses (ratings of 4 and 5 on a 5-point scale) by the total number of responses, then multiplying by 100 to get a percentage. The formula is: CSAT = (Number of satisfied responses / Total responses) x 100.
A CSAT score above 75% is generally considered good. Scores between 50-70% indicate room for improvement, while scores above 85% are excellent. However, benchmarks vary by industry — E-commerce averages 80%, while Telecom averages 68%. Always compare against your specific industry.
CSAT measures satisfaction with a specific interaction or experience on a 1-5 scale, while NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend on a 0-10 scale. CSAT is best for transactional feedback (post-purchase, post-support), while NPS is better for tracking long-term customer loyalty and brand advocacy.
CSAT should be measured immediately after key customer interactions — such as after a purchase, support ticket resolution, or onboarding. This gives you timely, actionable feedback. For overall satisfaction tracking, quarterly surveys work well. The key is to measure consistently so you can identify trends over time.