How is CSAT calculated?

CSAT = (Number of satisfied responses ÷ Total responses) × 100. Satisfied is usually the top-box on a 5-point scale (ratings 4–5) or top-two-box on a 7-point scale (6–7).

Which answers count as 'satisfied'?

You can define 'satisfied' as Top-1, Top-2, or any cutoff rating. This calculator supports 3/5/7/10-point scales and custom thresholds.

How do I calculate CSAT confidence intervals?

Use the Wilson score interval for proportions. This calculator computes 90%, 95%, or 99% CIs for CSAT given satisfied and total responses.

CSAT Calculator

Ready

Total Responses

Completed surveys (exclude N/A)

Satisfied Responses

Top‑box satisfied count

Confidence Level

For CI and margin of error

Desired MoE (± pp, optional)

Sample size planner (pp = percentage points)

Expected CSAT (%) (optional)

Used with MoE to estimate required n

CSAT

0.00%

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Satisfied / Total

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Confidence Interval

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MoE —

Satisfaction Rate

Total: — Satisfied: — Scale: — Definition: —

CSAT uses a top‑box definition. Use the Distribution tab to match your scale and threshold.

Customer Satisfaction (CSAT) Formula & Methods

CSAT measures the share of customers who are satisfied with a product or support interaction. Most teams use a 5‑point or 7‑point scale and count the top box (or top two) as satisfied.

CSAT Equation

CSAT = (Satisfied ÷ Total) × 100

Satisfied is defined by your top‑box choice (e.g., ratings ≥ 4 on a 5‑point scale).

Confidence Interval (Wilson)

CI = \[\hat{p} + \frac{z^2}{2n} \pm z\sqrt{\frac{\hat{p}(1-\hat{p})}{n} + \frac{z^2}{4n^2}}\] ÷ \[(1 + \frac{z^2}{n})\]

This calculator uses Wilson intervals for more accurate bounds, especially with small samples or extreme proportions.

Sample Size (Approx.)

n ≈ z² · p(1−p) ÷ m²

For margin ±m (in proportion), expected CSAT p, and z from your confidence level.

Example – Call Center CSAT (80%)

Total responses = 1,200; Satisfied = 960 → CSAT = 80%
At 95% confidence, Wilson CI might be ~77.8%–82.1% (±2.1 pp)
To measure ±3 pp at 95% near 80% CSAT, you’d need ~683 responses

Top‑Box Choice

On 5‑point scales, many use 4–5 as satisfied. On 7‑point, 6–7 is common. Set what matches your program.

Multi‑Channel CSAT

Calculate CSAT per channel (phone, chat, email) and weight by responses or volume for a total.

CSAT vs NPS vs CES

CSAT gauges satisfaction with a specific interaction; NPS predicts loyalty; CES measures effort. Use each for its job.

Frequently Asked Questions

How to calculate CSAT in a call center?

Use a post‑interaction survey (e.g., 1–5). Define satisfied (e.g., 4–5), then compute satisfied ÷ total. Track per channel and agent cohort if helpful.

What’s a good CSAT score?

Benchmarks vary by industry and channel. Many support teams target 80–90%+; use trends and confidence intervals rather than a single cutoff.

Should I exclude 'N/A' or blank responses?

Yes—only include valid ratings in the denominator so CSAT reflects actual sentiment among respondents.

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