CSAT Calculator

How it is calculated

100 × satisfied responses ÷ total valid responses

Interpret the result in context.

Define “satisfied” before calculating. For a five-point satisfaction scale this is often the top two responses, but your survey design must state the threshold. Exclude missing answers from both counts. A change in survey timing or sample can affect comparisons.

Keep the source, collection period and inclusion rules alongside the result. An arithmetic calculation cannot establish whether the data represents your customers or whether a change was caused by a particular initiative.

Choose the next question.

Use the result to decide what to investigate, then connect it to customer comments and operational observations. A single metric cannot describe the entire experience.