---
Title: "How to Calculate Customer Satisfaction Score (CSAT)"
Url: "https://computer.io/answers/how-to-calculate-csat"
Topic: "Metrics"
Description: "Calculate CSAT by dividing satisfied responses (4 or 5 on a 5-point scale) by total responses and multiplying by 100. Worked example, survey tips and pitfalls."
---

# 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

| Rating | Responses |
|---|---|
| 5 | 120 |
| 4 | 60 |
| 3 | 30 |
| 2 | 20 |
| 1 | 10 |
| Total | 240 |

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.

## FAQ

### Is CSAT an average score?

Usually it's the percentage of satisfied responses, though some teams report the average rating.

### What scale should CSAT use?

A 1 to 5 scale is most common; some use 1 to 7 or emoji scales.

### How many responses do you need for reliable CSAT?

More is better; small samples swing a lot. Watch trends over time.

## Related terms

- [CSAT (customer satisfaction score)](https://computer.io/glossary/csat)
- [What is a good CSAT score?](https://computer.io/answers/what-is-a-good-csat-score)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Customer satisfaction score](https://devrev.ai/blog/customer-satisfaction-score)