CSAT Score: How to Measure Customer Satisfaction
CSAT is the simplest way to track how happy customers are. Here's how to calculate it, what counts as a 'satisfied' response, and how it differs from NPS.
What CSAT measures
Customer Satisfaction Score (CSAT) captures how satisfied customers are with a specific interaction, product, or service. It's quick to run and easy to act on. The free CSAT Calculator turns responses into a percentage.
The formula
CSAT = satisfied responses ÷ total responses × 100. If 85 of 100 respondents rated you positively, your CSAT is 85%.
What counts as "satisfied"
Usually the top one or two options on your scale — for example "satisfied" and "very satisfied" on a five-point survey. Be consistent in what you count so the score stays comparable over time.
CSAT vs NPS
CSAT measures satisfaction with a specific touchpoint and is great for spotting problems fast. NPS measures overall loyalty and likelihood to recommend. Used together, they give a fuller picture — satisfaction in the moment plus long-term advocacy.