Free tool · Support metrics
CSAT score calculator
Enter survey results to get your customer satisfaction score, rating breakdown and NPS. Print it as a one page report.
Runs in your browser. Nothing you paste is uploaded.
About this tool
CSAT calculator: how it works
CSAT is the share of survey responses that were positive: satisfied responses divided by all responses, times 100. On a 5 point scale most help desks count 4 and 5 as satisfied. Some teams only count 5, which is called top box and gives a lower, stricter number. Both are here.
The number people skip is the margin of error. A 92% CSAT from 25 surveys could really be anywhere from about 75% to 98%. The calculator shows the range so you do not celebrate, or panic about, a move that is just noise. As a rule of thumb, wait for 100 responses before comparing months.
NPS is a different question ("how likely are you to recommend us", 0 to 10), so it has its own tab. Do not convert star ratings into NPS. Ticketdesk analytics tracks CSAT next to first response time and SLA compliance, so you can see if slow replies are what pulls the score down.
What it does
- CSAT from 1 to 5 star counts or satisfied / total
- Top box option (only 5 stars count as satisfied)
- Margin of error at 95% confidence
- NPS from promoters, passives and detractors
- Printable report and shareable link
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FAQ
CSAT calculator: common questions
How do you calculate a CSAT score?
CSAT = satisfied responses / total responses x 100. With 272 ratings of 4 or 5 stars out of 300 responses, CSAT is 272 / 300 x 100 = 90.7%.
What is a good CSAT score for customer support?
Most support teams land between 75% and 85%. Above 90% is excellent. Compare against your own trend more than industry averages, since the survey wording and when you send it change the score a lot.
Which ratings count as satisfied?
On a 1 to 5 scale, 4 and 5. Turn on top box to count only 5 stars. For a thumbs up or down survey, use the Satisfied / total tab and enter the thumbs up count as satisfied.
How many survey responses do I need?
Around 100 for a margin of error near 5 points, about 400 for 2.5 points. The calculator shows the margin for your sample size next to the response count.
What is the difference between CSAT and NPS?
CSAT asks about one interaction, usually right after a ticket is solved. NPS asks if they would recommend you, which is about the whole product. NPS = % promoters (9 to 10) - % detractors (0 to 6), from -100 to 100.
Can I save the CSAT report as a PDF?
Select Print or save PDF and choose Save as PDF in the print dialog. Add a report title first if you want one on the page. Pair it with the response time calculator, since slow replies are the most common reason for low scores.