CSAT Calculator
Calculate your Customer Satisfaction Score
Converge Team
Survey Results
Enter the number of responses for each rating.
Results
Customer Satisfaction Score (CSAT) measures how happy customers are with a specific interaction, product, or service. It is the most direct and widely used satisfaction metric — simple to collect, easy to understand, and actionable at the individual ticket level.
The formula is straightforward: CSAT = (Number of satisfied responses / Total responses) × 100. On a standard 5-point scale, "satisfied" means ratings of 4 (satisfied) and 5 (very satisfied). This gives you a clean percentage that the entire organization can understand.
According to the American Customer Satisfaction Index (ACSI), the national average CSAT across all industries in the US is 77%. Software companies average 76%, retail averages 79%, and healthcare averages 73%. Knowing your industry benchmark helps you set realistic improvement targets.
Research from Harvard Business School shows that a 5% increase in customer retention (driven by satisfaction) can increase profits by 25-95%. CSAT is a leading indicator of retention — customers who rate interactions as 1 or 2 stars are 5x more likely to churn than those who rate 4 or 5 stars, according to Zendesk's analysis of 45,000 companies.
For support teams, CSAT is typically measured per-ticket, giving you granular insight into which agents, topics, and channels perform best. This makes it uniquely actionable compared to broader metrics like Net Promoter Score. To get a complete picture, many teams also track Customer Effort Score (CES) alongside CSAT.
How to Use This Calculator
- Enter response counts: For each rating on the scale (1 through 5), enter the number of customers who gave that rating.
- Review your CSAT: The calculator shows your CSAT percentage based on 4-star and 5-star responses (the standard method).
- Check the breakdown: See the distribution across all ratings, total responses, and how you compare to industry averages.
- Model improvements: Try changing the numbers to see how converting a few 3-star ratings to 4-stars would impact your overall CSAT.
Pro Tips
- Survey immediately: Send CSAT surveys within minutes of ticket resolution. Response rates drop 50% after 24 hours.
- Keep it short: One rating question plus one open-text "Why?" question. That's it. Longer surveys get lower completion rates.
- Track by agent and channel: Aggregate CSAT hides patterns. An overall 80% might mean one agent at 95% and another at 65%.
- Focus on the 3-star ratings: These "neutral" customers are the easiest to move up. Detractors (1-2) require more effort and often have systemic issues.
- Close the loop: Contact customers who rated 1-2 stars. Ask what went wrong and fix it. This single practice can improve CSAT by 10+ points.