How to Calculate Your Csat Score

CSAT or Customer Satisfaction Score is one of the most important customer support metrics to track.

That's because it's simple to understand, easy to calculate and very good at giving you an overall idea of exactly how your business, service or product is being received by your customers.

We've covered CSAT before, including why its crucial if you want your SaaS company to grow exponentially and how CSAT differs from NPS (or Net Promotor Score)

But let's say you've designed a great CSAT survey, sent it out to your target group and collected a bunch of responses — how do you calculate your score? 

Read on to find out.

How to calculate CSAT

CSAT surveys are simple and targeted: they often consist of no more than one question scored on a scale of 1 to 5.

Scores of 1 to 3 indicate unsatisfied customers and scores of 4 and 5 indicate satisfied customers.

Once you've sent out your surveys and collected your answers, you'll need to work your way through the following steps in order to calculate your score.

  • You'll need to add up all the 4 and 5 responses you got to your survey.
  • You'll need to add up the total number of responses across all scores.
  • You'll then need to divide the total number of 4 and 5 responses by the total number of responses.
  • Finally, you'll have to multiply that by 100 to arrive at the percentage.
Confused? Here's a simple example. You recently sent out 100 surveys, lucky for you, everyone responded! You count the number of 4 and 5 answers and realize that 50 responses that were either a 4 or a 5. You would then have to divide 50 by 100 (the total number of responses) and multiply that number by 100, which would give you a CSAT score of 50%

Want to calculate CSAT in Excel or Google Sheets?

You can copy-paste our template or take a look at the formula.

CSAT calculator for Excel and Google Sheets

CSAT calculator spreadsheet

What is a good CSAT score?

Once you've arrived at a score, you're going to have to determine how well you did and the margins by which you'll have to improve in order to ace customer support experiences.

This isn't as straightforward as you'd like, however — CSAT scores vary widely across industries, so you'll have to do a bit of research on your own.

For industry averages, a good resource to check out is the American Customer Satisfaction Index.

For this breakdown, we’ll concentrate on the SaaS industry.

CSAT scores between 0% to 40%

Seems like a majority of your customers are unsatisfied with their experience.

You'll need to think long and hard to figure out why you're scoring this low and then implement changes quickly.

But remember to keep your chin up! Low scores present an opportunity for reflection and course correction.

Constructive negative feedback is worth its weight in gold, so reach out to customers to ask for more information about what left them unsatisfied.

CSAT scores between 40% to 60%

This is a decent score with some room for improvement.

Again, reach out to the customers who left low scores and solicit more feedback and advice. It could prove crucial to shaping your CX and customer support strategy in the future.

Don't forget to share this feedback with your product team so they can turn it into actionable steps for product or feature improvement.

CSAT scores from 60% to 80%

These scores are good and standard for many industries.

While there are no concrete benchmarks for the SaaS industry in the American Customer Satisfaction Index, they do include a CSAT average for computer software, which is similar.

That number is reportedly 77, so anything around or above that is a good CSAT score to aim for in SaaS.

Anything about 77% is a good score to aim for in SaaS.

CSAT scores above 80%

Congratulations, most of your customers are highly satisfied with their experience!

Regularly send out surveys and continue to make improvements to your strategy, processes and workflows to make sure that your scores don't slip.

Want to improve your CSAT score? We can help! Learn how.

Author

Shifa Rahaman

Content Marketing Manager

Contributor