Work out your customer satisfaction score in seconds. Type in how many people gave each rating from 1 to 5 — or paste the raw ratings straight from a spreadsheet.
Enter your results above and your score appears here.
Calculated in your browser — nothing you type is sent anywhere.
Customers answer one question — usually how satisfied were you with…? — on a scale from 1 to 5. Your CSAT is the share of people who chose 4 or 5, the two “satisfied” answers:
CSAT = (number of 4s and 5s ÷ total responses) × 100
So 120 satisfied answers out of 160 responses is a CSAT of 75%. The average rating is shown as well, but most teams track the percentage: it's easier to explain and harder to skew with a few extreme answers.
It depends heavily on your industry and on when you ask. As a loose guide, scores above 80% are generally seen as good — but the number that matters most is your own trend from one survey to the next.
Ask the same question, the same way, at the same moment (for example straight after a support ticket closes), and compare month to month. Then read the comments from people who gave 1 or 2: they tell you what to fix.
Need questions to go with it? Here are ready-written customer satisfaction survey questions.
johoforms rating questions work on any phone, one question at a time, so more customers answer. Free for 1,000 responses a month.
Use the customer feedback template