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CSAT Calculator

Total number of customer responses received in this period

Number of customers who rated 4 or 5 on a 5-point scale

Number of customers who gave the highest rating (5 out of 5)

CSAT Score

75.0 %

Satisfied
375 (75.0 %)
Very satisfied
200
Not satisfied
125 (25.0 %)

How it works

This calculator gives you an instant CSAT score with industry benchmarks. Enter your survey data to see where you stand, how you compare across sectors, and what a realistic improvement with AI-powered support could look like.

Why measure customer satisfaction?

  1. It is the most direct metric there is

    It is asked right after the interaction, so it measures that interaction and not a general impression of the brand.

  2. It is calculated on the satisfied responses

    Ratings of 4 and 5 over the total. It is the share of customers who walked away happy from that conversation.

  3. Speed moves the needle

    A good part of a low CSAT is not about the answer, but about how long it took to give it.

The impact of GuruSup in numbers

OffUgo
of time saved every week
17hrs
GuruWalk
of queries resolved by AI
91%
Reveni
improvement in operations efficiency
3.5x

Aston Rentals

of automated guest support
24/7

FAQ

Frequently asked questions

CSAT is a customer experience metric that measures how satisfied customers are with a specific interaction, product, or service. It is calculated by asking customers to rate their satisfaction on a scale (typically 1-5), then dividing the number of satisfied responses (4-5) by total responses and multiplying by 100.

CSAT = (Number of satisfied responses / Total number of responses) × 100. Satisfied responses are typically ratings of 4 or 5 on a 5-point scale. For example, if 375 out of 500 respondents rated 4 or 5, your CSAT is 75%.

A good CSAT score varies by industry but generally falls between 75-85%. SaaS companies average 78%, e-commerce averages 80%, healthcare 74%, and financial services 78%. Scores above 80% are considered excellent, while scores below 60% signal serious satisfaction issues.

CSAT measures satisfaction with a specific interaction or experience (short-term), while NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend (long-term). CSAT uses a 1-5 satisfaction scale, NPS uses a 0-10 recommendation scale. Both are complementary — use CSAT for transactional feedback and NPS for relationship health.

Key strategies include: reducing response times with AI chatbots, providing self-service options through knowledge bases, training agents on empathy and resolution skills, closing the feedback loop by acting on negative responses, and personalizing interactions. Companies using GuruSup's AI typically see a 15-25% CSAT improvement within 3 months.

Let's look at it with your own numbers