How do you calculate customer satisfaction score?
To calculate customer satisfaction score (CSAT), divide the number of satisfied responses by the total number of responses and multiply by 100. On a 1 to 5 scale, satisfied usually means a 4 or 5. For example, 180 satisfied out of 240 responses gives a CSAT of 75%.
Formula
CSAT (%) = satisfied responses ÷ total responses × 100
Worked example
Satisfied = 120 + 60 = 180. CSAT = 180 ÷ 240 × 100 = 75%.
Survey tips
Ask one question right after resolution, keep the scale consistent, add an optional comment box, and report AI and human conversations separately.
