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Calculate your CSAT score in seconds.
Enter how many customers rated you 4 or 5, and how many answered the survey. You get your CSAT percentage instantly — and how it stacks up against industry benchmarks.
Your survey results
The formula
(83 ÷ 100) × 100 = 83%
Your CSAT score
vs. industry averages
● your score, plotted against each average
The CSAT formula
CSAT (customer satisfaction score) is the percentage of survey respondents who are satisfied: the number of 4 and 5 ratings on a 5-point scale, divided by total responses, multiplied by 100. A survey with 83 positive answers out of 100 responses is an 83% CSAT.
Only the top two ratings count as satisfied — a 3 ("neutral") doesn't. That's deliberate: CSAT measures how many customers you clearly delighted, not how many you failed to annoy.
What's a good CSAT score?
Across industries, average CSAT lands between 75% and 85%. Software and SaaS teams typically report high-70s to low-80s; ecommerce and retail skew slightly higher; telecoms and utilities skew lower. Above 90% is exceptional, and below 70% usually signals a process problem — slow first response is the most common culprit.
Treat the benchmark as a floor, not a target. The more useful practice is tracking your own trend weekly and reading the verbatim comments on every low rating: three angry comments about the same issue are worth more than a point of aggregate movement.
How to improve CSAT
The strongest levers are speed and resolution: answer fast, resolve on first contact, and close the loop when you promised a follow-up. Instant, accurate first response is exactly what an AI support agent is good at — teams that deflect their repetitive tickets typically see CSAT rise because humans get time back for the hard conversations.
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Frequently asked questions
How is CSAT calculated?
CSAT = (number of satisfied responses ÷ total survey responses) × 100. On the standard 5-point scale, ratings of 4 and 5 count as satisfied. So if 83 of 100 respondents rated you 4 or 5, your CSAT score is 83%.
What is a good CSAT score for SaaS?
For software and SaaS, a CSAT between 78% and 85% is solid, and anything above 90% is exceptional. Below 70% usually points to a fixable process issue — most often slow first response or unresolved first contacts rather than product quality itself.
How many survey responses do I need for a reliable CSAT?
Treat CSAT from fewer than 30 responses as directional, not definitive — one grumpy customer swings a 10-response sample by 10 points. From roughly 100 responses per period the score stabilizes enough to compare month over month and act on trends.
What's the difference between CSAT, NPS, and CES?
CSAT measures satisfaction with a specific interaction ("how did we do?"). NPS measures long-term loyalty ("would you recommend us?"). CES measures effort ("how easy was that?"). CSAT is the standard for rating individual support conversations, which is why support tools survey it after each chat.
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