# 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.

- URL: https://www.pyalm.com/blog/csat-score-guide
- Author: Fadhil Abdulla
- Category: Free Tools
- Published: 2026-06-14
- Updated: 2026-06-14

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## 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](https://www.pyalm.com/free-tools/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](https://www.pyalm.com/free-tools/nps-calculator) measures overall loyalty and likelihood to recommend. Used together, they give a fuller picture — satisfaction in the moment plus long-term advocacy.

[Use the free CSAT Calculator](https://www.pyalm.com/free-tools/csat-calculator) | [NPS Calculator](https://www.pyalm.com/free-tools/nps-calculator)