Ask right after the moment
"How satisfied were you with this conversation?" from 1 (very unhappy) to 5 (very happy), sent straight after the chat, call or delivery.
Free CSAT calculator. Three definitions, one honest number.
CSAT (4 and 5)
Enter how many people gave each rating, or paste the ratings.
CSAT is the share of customers who rate an interaction 4 or 5 on a 1 to 5 scale, times 100. Enter how many people gave each rating, or paste the ratings above. You also see the top box (only 5s) and the average, so you can compare like with like, plus the margin of error and how many responses you need. Nothing is sent or stored.
- Free
- No sign-up
- All three definitions
Last updated:
How do you calculate CSAT?
1 2 Count the 4s and 5s
Those are your satisfied customers. 80 of 100 responses rating 4 or 5 is a CSAT of 80%.
3 Say which definition you use
Some teams count only 5s (top box), some report the average rating. Write the definition next to the number so nobody compares 80% with 4.1.
The same answers, three different CSATs
Why two teams can report different numbers for the same customers.
| Definition | What it counts | For 40 × 5, 40 × 4, 10 × 3, 5 × 2, 5 × 1 |
|---|---|---|
| CSAT (4 and 5) | Share of satisfied answers | 80% |
| Top box (5 only) | Share of the happiest answers | 40% |
| Average rating | Mean of all answers | 4.05 out of 5 |
The calculator shows all three for your own answers.
How sure is your CSAT?
A CSAT from a survey is an estimate of all your customers. The 95% margin of error is 1.96 × √(p × (1 − p) / n), where p is the share of 4s and 5s and n the number of responses. At a CSAT of 80% that is about ±10 points with 60 responses, ±5 points with 250 and ±3 points with 680.
Below 30 responses the approximation is weak, so the calculator calls the score rough instead of giving a precise range. Before you compare two months or two agents, check that the difference is larger than the margins.
WhatsApp, 07:12
Can I still change my delivery address?
Yes, until it is packed this afternoon. Send me the new address and I will update it.
What lowers CSAT in support
Ratings after a support conversation often say more about the wait than about the answer.
- Answer the common questions straight away, also at night and at weekends.
- Let a person take over the moment a question needs one, with the conversation so far.
- SimplyBoost does both on your website, WhatsApp and Instagram, and asks customers to rate each answer.
Questions about CSAT
CSAT = (number of 4 and 5 ratings / total ratings) × 100, on a 1 to 5 scale. Some teams use only 5s (top box) or the average rating; say which one you report.
It depends on the industry, the channel and when you ask, and published averages differ between sources. Compare against your own earlier scores, and check that a difference is larger than the margin of error.
At least 30 for a rough score. At a CSAT of 80%: about 60 responses for ±10 points, 250 for ±5 points and 680 for ±3 points.
CSAT measures one interaction, such as a support conversation. NPS asks how likely someone is to recommend you, which measures the relationship. Use the NPS calculator for that.
This calculator uses the common 1 to 5 scale. For other scales, count the top two answers as satisfied and divide by the total; the margin of error formula stays the same.
No. The calculation runs in your browser and nothing is sent to us.
This page in other languages: Français
Try SimplyBoost with your own content
Start a 7-day free trial with 100 AI replies. Add your website, install the widget and see how the agent answers your customers.
See pricing- 7 days, 100 AI replies
- From €39 a month
- Hosted in Europe