The CSAT formula
CSAT = (number of 4 and 5 answers ÷ total answers) × 100
CSAT usually comes from one question, for example: "How satisfied were you with your visit today?" on a scale from 1 (very unsatisfied) to 5 (very satisfied). Customers who answer 4 or 5 count as satisfied.
Example: 200 answers: 110 fives, 58 fours, 20 threes, 8 twos, 4 ones. Satisfied = 110 + 58 = 168. CSAT = 168 ÷ 200 = 84%. Average rating = (110×5 + 58×4 + 20×3 + 8×2 + 4×1) ÷ 200 = 4.31.
CSAT vs NPS
| CSAT | NPS | |
|---|---|---|
| Question | How satisfied were you with …? (1-5) | How likely are you to recommend us? (0-10) |
| Measures | A specific visit, order or support contact | Overall loyalty |
| Score | % of 4-5 answers | % promoters − % detractors |
Use CSAT right after a visit; use NPS every few months. NPS calculator →
Good CSAT questions
- How satisfied were you with your visit today?
- How satisfied are you with the work we did?
- How satisfied were you with our response to your request?
Add one open question: "What could we have done better?"
How to raise your CSAT
- Find the pattern: read the comments from 1-3 answers and group them (waiting time, price, staff).
- Fix one thing at a time, then watch whether CSAT moves.
- Follow up with unhappy customers the same day.
- Thank satisfied customers and invite every customer to leave a public review. Never only the happy ones.
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FAQ
What is a good CSAT score?
It depends on your industry; track your own trend and aim to improve after each fix.
Do 3-star answers count as satisfied?
In the standard CSAT formula, no. Only 4 and 5 count as satisfied.
Can I use a 1-10 scale?
You can, but then define which answers count as satisfied (for example 8-10) and keep it consistent.