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CSAT calculator
Enter how many ratings you got at each level from 1 to 5, just the satisfied count and the total, or paste the ratings themselves. You get your customer satisfaction score, how sure you can be of it, and how it compares with your industry.
Your numbers stay in this browser tab. Nothing you type or paste is sent to trulyform.
How CSAT is calculated
CSAT comes from a satisfaction question such as “How satisfied are you with your experience?”, answered from 1 (very dissatisfied) to 5 (very satisfied).
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01
Count the 4s and 5s
These are your satisfied customers. A 3 is neutral and does not count.
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02
Divide by all ratings
Include the 1s, 2s and 3s in the total.
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03
Multiply by 100
The result is your CSAT, from 0% to 100%.
A worked example
You collect 120 ratings: 48 fives, 42 fours, 15 threes, 9 twos and 6 ones.
90 satisfied ratings out of 120 gives a CSAT of 75%.
Your CSAT
75% Below the median
120 responses
- Satisfied
- 75%
- 90
- Neutral
- 12.5%
- 15
- Dissatisfied
- 12.5%
- 15
Measuring loyalty instead? Use the NPS calculator.
What is a good CSAT?
The median company scores 80%. The bands below come from the quartiles of Survicate’s 2025 benchmark, which covers 1,259 surveys from 370 companies.
Retail and in-person services usually score higher than software. Compare with your own earlier results first, then with your industry.
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90% to 100% Top quarter Your score
Among the best quarter of companies measured.
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80% to 90% Above the median Your score
Better than half of the companies measured.
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65% to 80% Below the median Your score
Most of your customers are satisfied, but fewer than at a typical company.
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0% to 65% Bottom quarter Your score
One in three customers or more is not satisfied. Start with the 1s and 2s.
Calculate your score above, then pick an industry to compare.
Good questions
A few things you might wonder.
Still curious? Send us a note or email support@trulyform.com.
What is a CSAT score?
CSAT, or customer satisfaction score, is the share of people who say they were satisfied. It usually comes from one question on a 1 to 5 scale, asked soon after an order, a visit or a support conversation.
Why count only 4s and 5s?
On a 1 to 5 scale, 4 and 5 mean satisfied or very satisfied, while 3 is neutral. Counting the top two ratings gives you one clear number: how many customers left satisfied. Some teams report the average rating instead. This calculator uses the share of 4s and 5s, so use the same method each time you compare.
What if my rating scale isn’t 1 to 5?
This calculator works with 1 to 5 ratings. With a different scale, decide which top ratings count as satisfied, then work out their share of all ratings the same way.
What does the margin under the score mean?
Your ratings are a sample of all your customers, so the score you measure moves around the true one. The margin is a 95% confidence interval: with more ratings it narrows. A move smaller than the margin may be noise rather than a real change.
What is the difference between CSAT and NPS?
CSAT asks how satisfied someone was with one experience, such as an order or a support call. NPS asks how likely they are to recommend you overall. You can use both: CSAT after specific moments, and NPS every few months.
Does trulyform calculate CSAT?
No. trulyform collects each rating and comment in your response inbox. Export a CSV file or connect Google Sheets, then paste the rating column here to get your CSAT.