Enter how many respondents chose each point on a standard 5-point satisfaction scale.
Customer Satisfaction Score (CSAT) measures satisfaction with a specific interaction, product, or experience, usually on a 5-point scale from very dissatisfied to very satisfied. Unlike NPS, which asks about likelihood to recommend, CSAT asks directly about satisfaction — making it useful right after a support ticket, purchase, or onboarding step.
You collect 200 responses: 90 very satisfied, 70 satisfied, 25 neutral, 10 dissatisfied, 5 very dissatisfied.
CSAT scores of 75–85% are typically considered solid across most industries, with 90%+ reserved for best-in-class experiences. Because CSAT is scoped to one interaction, track it over time and by touchpoint rather than comparing it directly against other companies' published numbers, which vary by scale wording and industry.
CSAT measures satisfaction with one specific interaction or transaction, while NPS measures overall likelihood to recommend the whole relationship — use CSAT for a support ticket or checkout, and NPS for a periodic relationship pulse.
A 5-point scale is the most common and gives enough range to spot a neutral middle without overwhelming respondents with choices — 3-point scales lose nuance and 7-point scales rarely add meaningful precision for most use cases.
The percentage only counts the top two points, so two surveys with the same CSAT score can have very different distributions underneath — the weighted average (out of 5) reveals whether your "not satisfied" responses lean neutral or lean very negative.