CSAT Calculator
Calculate your Customer Satisfaction Score from 1–5 survey responses and see the satisfied-response percentage instantly.
Enter the number of responses for each point on a 1–5 satisfaction scale. Scores 4 and 5 count as satisfied.
Your CSAT score
0 satisfied responses out of 0
How to calculate CSAT
CSAT is the percentage of valid responses that meet your definition of satisfied. On a five-point scale, the standard top-two-box calculation counts ratings of 4 and 5, divides them by all valid responses, and multiplies by 100.
For example, 84 ratings of 4 or 5 from 120 total responses produce a CSAT score of 70%. Keep the question wording and scale stable when you compare results over time.
Ask CSAT at a specific moment
- Measure one interaction, such as checkout, delivery, support, or first product use, instead of asking a vague question about the whole relationship.
- Add one optional open-text follow-up so the score has enough context to guide an improvement.
- Segment results by product, order, channel, or customer cohort before treating one blended average as the complete story.
CSAT and NPS answer different questions
CSAT measures satisfaction with a defined experience. NPS asks about likelihood to recommend and is normally used as a broader relationship measure. Use the metric that fits the decision rather than translating one into the other.
Put the result to work
UserLoop connects survey answers to Shopify order data so you can move from a one-off calculation to continuous customer insight.
Create your first surveyFrequently asked questions
What is the CSAT formula?
CSAT = satisfied responses divided by total valid responses, multiplied by 100. With a five-point scale, satisfied usually means ratings of 4 or 5.
What is a good CSAT score?
There is no universal target across industries and touchpoints. Start with your own consistent baseline, compare like with like, and investigate the reasons behind changes rather than optimizing to an unsupported generic benchmark.
Do neutral responses count against CSAT?
In a top-two-box CSAT calculation, neutral responses remain in the denominator but not the satisfied numerator, so they lower the percentage. Document your scoring rule and keep it consistent.
Related resources
Sources and guidance
Reviewed by the UserLoop editorial team.