Free CSAT calculator

How to use the CSAT calculator

1. Pick what you have. If your survey tool lists how many people chose each rating, use Count each rating. If it only gives a satisfied figure and a total, use Satisfied and total. If you have the raw answers in a spreadsheet, use Paste ratings.
2. Type or paste your numbers. The score updates as you type, and a count it can’t use is marked in red with the reason.
3. Read the result. You get the percentage, the sum behind it, how far one response moves it, and where it sits against two published medians.
4. Press Try an example to see a month of 35 ratings worked through, or Clear to start again.

How to calculate CSAT by hand

CSAT is the share of survey answers that say the customer was satisfied.

Say 35 customers rated a conversation last month. 18 chose a 5, 9 chose a 4, 4 chose a 3, and 2 each chose a 2 and a 1. The 4s and 5s make 27 satisfied responses, and 27 ÷ 35 × 100 is 77.1%, so your CSAT was 77%.

The same 35 answers give other figures if you count them differently. Counting only the 5s gives 51.4%. Averaging the ratings, which adds 18 fives, 9 fours and so on and divides by 35, gives 4.1 out of 5. None is wrong, but only figures counted the same way can be compared.

Calculating CSAT in Excel or Google Sheets

If each rating sits in its own row, one formula does it. With the ratings in cells B2 to B36, type this into an empty cell and format it as a percentage.

COUNTIF counts the 4s and 5s, and COUNT counts every cell with a number in it, so blank rows and text such as a heading are left out. Change the range to fit your sheet. Or copy the column and paste it into the calculator above, under Paste ratings.

What a good CSAT score looks like

The middle company scores about 88% on tickets and 96% on chat and messaging. Freshworks’ Customer Service Benchmark Report 2025 drew on more than 32,000 companies using its support products in 2024. It counts CSAT as the share of customers who give a positive score after their problem is resolved, and it left out outlying data. We read it on 14 October 2026.

• The median for tickets was 87.7%.
• The median for chat and messaging was 96.2%.
• The top fifth of companies reached 98.9% or more for tickets.

Those are Freshworks’ own customers, counted Freshworks’ way, so treat them as a rough guide. Your best benchmark is your own score last quarter, counted the same way. Our guide to CSAT has more benchmarks, how Intercom, Zendesk, Help Scout and others count it, and four ways the score can mislead.

When the score is worth less than the answers

A CSAT survey hears from the customers who bother to answer it. Many don’t, and the ones who gave up before writing in are never asked at all. If you handle support yourself, you also wrote every reply, so the score rarely tells you something you didn’t already suspect.

What tells you more is the questions themselves. Twenty people asking where to find the export button is a problem with your product, however kindly each one rates the reply. Our guide to customer insights goes through what each kind of question points to.

What Deacon shows you instead of a score

Deacon is an AI support agent for founders who answer support themselves. It answers visitors from your own docs in seconds, at any hour and in their language, and it shows you what they need from you next. It doesn’t send satisfaction surveys.

• You learn what to build next. Topics put similar questions together, count the people who asked, and mark a group as a feature ask or a bug report when that kind of question leads it. Once one page’s questions go unanswered more often than any other, Analytics › Widget names that page.
• You see what every visitor asked, not just the few who would fill in a survey. Each conversation is saved with the page it was asked from, and you can search them by what people asked. The Unanswered filter lists the questions your docs didn’t cover.
• Those gaps are yours to fill. Each one has an Answer this button. Write the answer once, press Save & check, and Deacon shows the reply it now gives, so the next visitor who asks can get your answer.
• It’s made for vibe-coded sites. Install is one script tag, with steps written for Lovable, Bolt, Replit and Base44.

Chatbot analytics goes through what Deacon counts, from how many people wrote in to what went unanswered, and all of it is on the free plan.