CSAT score calculator
Calculate your customer satisfaction score from survey answers, with the average rating and the margin of error, test whether a change between two periods is real, and find how many responses you need. Free, no sign-up, nothing leaves your browser.
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The method
How to calculate CSAT
The share of answers that say satisfied or very satisfied.
Ask customers how satisfied they were on a scale from 1 to 5, count the answers of 4 and 5, and divide by the total number of answers. Neutral answers stay in the total: they are not satisfied customers. Report the number of answers next to the score, because 76% from 50 answers and 76% from 950 answers are not equally reliable.
76.8%
(420 + 310) ÷ 950 = 76.8%
950 answers: 420 very satisfied, 310 satisfied.
4.06 of 5
3,860 ÷ 950 = 4.06
The average rating some teams report instead.
±2.7 points
95% confidence
The true score is most likely between 74.1% and 79.4%.
Definitions
Top two, top one or average rating
Pick one definition and keep it.
Most teams count 4 and 5 as satisfied (the top two boxes). Some count only 5, which gives a lower, stricter number, and some report the average rating instead of a percentage. All three are valid; the mistake is switching between them, or comparing your top-two score with someone else's top-one score.
| Definition | Same 950 answers |
|---|---|
| Top two (4 and 5) | 76.8% |
| Top one (5 only) | 44.2% |
| Average rating | 4.06 of 5 |
| Dissatisfied (1 and 2) | 10.5% |
For a 1 to 7 or 1 to 10 scale, decide which answers count as satisfied (for example 6 and 7, or 9 and 10), add them up and enter the counts in the Compare two periods tab, which works with any scale.
Statistics
Margin of error and real changes
Small surveys move up and down by chance.
A CSAT score from a sample has a margin of error. The calculator uses the Wilson interval, which stays accurate for small samples and for scores close to 0% or 100%. With 950 answers and a score of 76.8%, the 95% interval runs from about 74.1% to 79.4%.
To compare two periods, the Compare two periods tab runs a two-proportion z-test. A rise from 72.8% (655 of 900) to 76.8% (730 of 950) is 4.1 points, and the test gives a p-value of about 0.04: likely a real improvement at 95% confidence. The same 4 points with 100 answers per period would be well within chance.
Benchmarks
What is a good CSAT score?
Compare like with like, or not at all.
Published CSAT benchmarks rarely say which question, scale and definition they used, so they are hard to compare with your number. The best-known index, the American Customer Satisfaction Index, stood at 76.7 out of 100 for the United States in the first quarter of 2026. It is built from several survey questions and a statistical model, so it is not the same thing as the share of customers who answered 4 or 5, even though the numbers look similar.
A more useful benchmark is your own score over time, per channel and per team, measured the same way every month.
Spreadsheets
CSAT formulas for Excel and Google Sheets
Ratings from 1 to 5 in A2:A951.
CSAT, top two boxes
Average rating
Margin of error, 95% (simple version)
CSAT as a decimal in B2, number of answers in C2. The calculator uses the more exact Wilson interval.
FAQ
CSAT questions
How do you calculate CSAT?
Divide the number of satisfied answers (4 and 5 on a 1 to 5 scale) by the total number of answers and multiply by 100. 730 satisfied answers out of 950 give a CSAT of 76.8%.
Do neutral answers count?
Yes, in the total. A neutral answer is not a satisfied one, so leaving neutral answers out would make the score look better than it is.
What is a good CSAT score?
There is no universal number, because benchmarks use different questions and scales. Track your own score with the same question every month. The American Customer Satisfaction Index was 76.7 out of 100 in the first quarter of 2026, but it is a different measure from top-two CSAT.
How many responses do I need?
For a margin of about ±3 points at 95% confidence and a score near 80%, about 683 answers from a large customer base, fewer from a small one. The Responses needed tab works it out and shows how many surveys to send at your response rate.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction or period. Net Promoter Score asks how likely customers are to recommend you, on a 0 to 10 scale, and measures the overall relationship.
Is my CSAT change real or noise?
Use the Compare two periods tab. It tests whether the difference is larger than chance would explain and shows the p-value and the range of the likely true change.
Does the calculator store my data?
No. Everything runs in your browser. The share link keeps your numbers in the address after the # sign, which is not sent to our server.
References
Sources
- American Customer Satisfaction Index, first quarter of 2026: Chain Store Age, "ACSI: Customer satisfaction dips 0.3% in Q1", May 12, 2026
- Wilson score interval: Edwin B. Wilson, "Probable Inference, the Law of Succession, and Statistical Inference", Journal of the American Statistical Association, 1927
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