Free tool
Free CSAT calculator
Evoriqa's free CSAT calculator turns survey responses into a customer satisfaction score. Enter how many customers were satisfied and how many answered in all. You get the score as a percentage, with a warning when the sample is small. The maths runs in your browser, and nothing you type is sent anywhere.
The answers you count as positive, such as 4 and 5 on a 5-point scale.
Every answer to the survey question, positive or not.
CSAT 90%
- CSAT score
- 90%
- Not satisfied
- 10%
See satisfaction on AI and human answers together
Evoriqa’s AI agent answers customers on chat and phone from your own content, and hands over to your team when a person is needed. New to the metric? Read what CSAT is and how to read it. To see what a customer is worth, try the customer lifetime value calculator.
How a CSAT score is worked out
One division. What changes from team to team is the scale and the rule for a satisfied answer.
| Scale | A typical rule for satisfied |
|---|---|
| 1 to 5 stars | 4 and 5 |
| Thumbs | Thumbs up |
| 1 to 3 faces | The top face |
Your team may choose differently. What matters is using the same rule every time.
The formula
CSAT = satisfied ÷ all responses × 100
180 satisfied out of 200 responses is 90%.
What it leaves out
CSAT misses customers who never answered, and those who do answer may lean to the extremes. Read it with the response count.
How to calculate your CSAT
- 01
Ask right after the interaction
CSAT works best as a short question sent when a conversation closes, such as how would you rate the support you received. - 02
Decide what counts as satisfied
On a 1 to 5 scale, the classic form counts 4 and 5. With thumbs, count the thumbs up. Pick a rule once and keep it. - 03
Enter the two counts
Type the number of satisfied responses and the number of all responses. Satisfied can never be more than the total. - 04
Read the score with the sample size
A high score from a few replies is weak evidence. Look at how many people answered, and track the score over time.
Frequently asked questions
What is CSAT?
CSAT, or customer satisfaction score, is the share of survey responses that are positive. It measures how customers felt about one interaction, usually just after it ends.
How is CSAT calculated?
Divide the number of satisfied responses by the number of all responses, then multiply by 100. For example, 180 satisfied out of 200 is 90%.
Which answers count as satisfied?
That is your choice. On a 1 to 5 scale the classic form counts 4 and 5. Keep the rule fixed, because scores built on different rules cannot be compared.
What is a good CSAT score?
There is no single target. Scale, wording, timing and audience all move the number. Compare your score with your own past scores instead.
Why does a small sample mislead?
With few replies, one answer moves the score a lot. Ten responses means each one is worth ten points. Check the response count before you trust the percentage.
Is CSAT the same as NPS?
No. CSAT rates one interaction. NPS asks how likely a customer is to recommend you overall. Both are useful, and they answer different questions.
Does the calculator save my numbers?
No. The maths runs in your browser and the counts are never sent to Evoriqa. Site analytics records only that a result was copied, never the numbers.
Can an AI agent be measured with CSAT?
Yes. Evoriqa collects CSAT in the same inbox for AI-handled and human-handled conversations, so you can compare them side by side.
Keep reading
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