Customer Satisfaction Score Calculator Formula
Understand the math behind the customer satisfaction score calculator. Each variable explained with a worked example.
Formulas Used
CSAT Score
csat = total_responses > 0 ? (satisfied_responses / total_responses) * 100 : 0Unsatisfied Responses
unsatisfied = total_responses - satisfied_responsesVariables
| Variable | Description | Default |
|---|---|---|
satisfied_responses | Satisfied Responses (4 or 5 out of 5) | 80 |
total_responses | Total Survey Responses | 100 |
How It Works
How to Calculate CSAT
Formula
CSAT = (Satisfied Responses / Total Responses) x 100
CSAT measures immediate satisfaction after a specific interaction or with a product overall. Customers rate their experience on a scale (typically 1-5), and CSAT counts only those who selected the top two options (satisfied and very satisfied). It is a straightforward, actionable metric: if CSAT drops after a product change, you know something went wrong. Unlike NPS, which measures loyalty intent, CSAT measures current happiness.
Worked Example
100 customers completed a satisfaction survey and 80 rated their experience as satisfied (4) or very satisfied (5).
- 01CSAT = (80 / 100) x 100 = 80%
- 02Unsatisfied Responses = 100 - 80 = 20
Ready to run the numbers?
Open Customer Satisfaction Score Calculator