CSAT Calculator

Q: What’s the Difference Between CSAT and NPS?

CSAT: Measures satisfaction with a specific interaction or product.NPS: Measures overall loyalty and likelihood to recommend.Learn more about Net Promoter score with our NPS Calculator.

Measure customer satisfaction instantly with our free CSAT Calculator

What’s your Customer Satisfaction Score (CSAT)?

Enter the number of respondents in the fields below:

Choose Scale:

Your CSAT Score is

Prefer another method? – Try our NPS Calculator

What is CSAT?

The Customer Satisfaction Score (CSAT) measures how satisfied customers are with your product, service, or interaction. It’s based on a single question:

“How satisfied are you with [product/service]?”

Dissatisfied Customers

(Score 1–2)

Neutral Customers

(Score 3)

Satisfied Customers

(Score 4–5)

What Does Your CSAT Score Mean?

Your CSAT score ranges from 0 to 100 and provides insights into customer loyalty.

🙂

Neutral

A CSAT score of 50 is moderate. Customers are neither strongly satisfied nor strongly dissatisfied.

Industry Benchmarks

Industry	Good CSAT	Excellent CSAT	Top Brands (CSAT)
Ecommerce & Retail	75-84%	85%+	Costco (85), Amazon (73)
Automotive	75-84%	85%+	Tesla (90), Toyota (84)
Technology	75-84%	85%+	Apple (82), Microsoft (80)
Healthcare	70-77%	78%+	Johnson & Johnson (80), Pfizer (78)
Financial Services	75-84%	85%+	American Express (85), Visa (82)
Consumer Goods	75-84%	85%+	Nike (82), P&G (80)
Telecommunications	75-81%	82%+	T-Mobile (82), Verizon (78)
Entertainment	75-79%	80%+	Disney (80), Netflix (78)
Food & Beverage	74-79%	80%+	Coca-Cola (80), Starbucks (77)

Why Measuring CSAT Is Important

A high CSAT score isn’t just a number—it’s a key driver of business success. Here’s why:

Boosts Customer Retention

Satisfied customers are more likely to stay loyal, reducing churn and increasing lifetime value.

Identifies Pain Points

CSAT helps pinpoint areas for improvement, ensuring a better customer experience.

Drives Growth

High CSAT correlates with increased revenue and referrals.

Example: A company that improved its CSAT from 70% to 85% saw a 20% increase in repeat purchases.

How to Collect CSAT Data

Explore various methods to effectively gather feedback directly from your customers.

Post-Interaction Surveys

Send surveys after customer support interactions.

Social Media Polls

Use polls on platforms like Twitter or LinkedIn.

Point-of-Sale Surveys

Collect feedback at checkout (for retail).

Website Pop-Ups

Use pop-ups to gather feedback from website visitors.

Email Surveys

Include CSAT questions in follow-up emails.

In-App Surveys

Trigger surveys within your app or website.

SMS Surveys

Send short surveys via text message.

Phone Surveys

Call your customers for direct feedback.

How To Calculate CSAT

Step 1: Collect Responses

Ask your customers the CSAT question:

“How satisfied are you with [product/service]?”

Step 2: Categorize Responses

Group responses into Satisfied (4–5), Neutral (3), and Dissatisfied (1–2).

Step 3: Calculate CSAT

Use the formula:
Example: If 80 out of 100 customers are satisfied, your CSAT is 80%.

Frequently Asked Question

When Should I Collect CSAT Data?

Collect CSAT data after key customer interactions, such as support calls or purchases. Regular surveys (e.g., monthly or quarterly) help track trends.

What’s the Difference Between CSAT and NPS?

CSAT: Measures satisfaction with a specific interaction or product.
NPS: Measures overall loyalty and likelihood to recommend.

Learn more about Net Promoter score with our NPS Calculator.

How Often Should I Measure CSAT?

Most companies measure CSAT monthly or quarterly, depending on customer interaction frequency. Regular measurement helps track progress and identify trends.

Explore Our Other Market Research Tools

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