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CSAT Score Formula & Tools for Better Customer Feedback

BY QDegreesPUBLISHED
Jun. 11, 2025
CSAT Score Formula & Tools for Better Customer Feedback

The more value you give to your customers, the more your customers will be coming back to you. Satisfying your customers in your business is as important as drinking water every day to survive. Thus, calculating CSAT.

It is no longer just a support team metric; it is a door to growth. Changing from one brand to another is just a click away. Keeping your customers just be with you has become a way more difficult in this rapidly evolving world.

To keep them connected with your business, you need to ensure you calculate how satisfied they are with your product or service. This is what exactly CSAT calculator does.

It helps you get a customer satisfaction score, which further helps you measure how happy your customers are with a specific experience.

You can track real-time customer feedback after a business transaction is made whether it is a purchase or a support call or a delivery.

Till here, you do half of the job; there is a lot more that you must do after the CSAT score calculation. This blog will help you understand everything you need to do with customer satisfaction and its relevance to business growth.

What is CSAT?

Calculating customer satisfaction score or CSAT is a simple powerful metric that helps you measure how satisfied your customers are with any transaction they have made.

Here is how what a CSAT question usually looks like:

“How satisfied were you with your recent experience with us?”

☐ Very Dissatisfied

☐ Dissatisfied

☐ Neutral

☐ Satisfied

☐ Very Satisfied

By having customer satisfaction calculation, you speed the customer feedback process which your buyer likes the most. As you get feedbacks fast so as your improvements.

Why Is CSAT Important?

It is essential for any business that values its customers. Here is what you expect from it:

  • Instant Feedback: With this cx metric, you can expect instant feedback on how customers feel about a specific interaction in real-time.

  • Service & Product Improvement: It helps you highlight the wrongs and fix them quickly.

  • Better Customer Journeys: This also helps you identify the pain points in the customer journey. You streamline it further.

  • Boosts Loyalty & Retention: This also helps you ensure your customer satisfaction, loyalty, and retainers, respectively.

  • Drives Referrals: When you ensure your customer happiness and satisfaction, you boost referrals through word of mouth. 

CSAT Calculation Formula

Unlike any other mathematic metric, there is a customer satisfaction score formula that every business should follow.

Here is How to Calculate the CSAT Score:

The formula is simple and effective. It helps you convert customer feedback into a measurable percentage that reflects satisfaction levels.


Here’s the formula:

CSAT Score = (Total responses / Number of satisfied responses) × 100

Here is what the calculated scores represent:

A “satisfied” customer

Customers who rate you 4 or 5 out on a 5-point scale are called as satisfied customers. These scores simply means that they have the positive experiences with the last business transaction made with you.

Let’s understand with an example:


Let’s say you send a feedback survey to 200 customers.

  • 160 customers rated their experience as 4 or 5

  • 40 customers gave lower scores (1–3)
Let’s calculate using the CSAT calculation formula:

CSAT Score= (160 / 200) ×100=80%

Your CSAT score is 80%, which means 8 out of every 10 customers are happy with their experience.

Use the CSAT Calculator Tool

In the world of technology and AI, manually calculating this CX metric makes no sense. Luckily, there are tools that can help you do that with ease. This is where QDegrees comes in. Let’s find out how SurveyCXM helps businesses:

User-Friendly Interface: This is an easy-to-use tool that makes simple for businesses to input data and calculate CSAT scores in single click.

Automated Score Calculation: The entire setup is automated. It helps you get real-time results with just a few clicks.

Multi-Channel Feedback Integration: It allows you to collect and analyze CSAT scores from email, SMS, web, and app-based surveys.

Custom Survey Design: You can create customized CSAT surveys.

Enterprise-Ready Insights: This tool is highly beneficial for medium to large businesses interested in calculating CSAT scores.

What Is a Good CSAT Score?

Numbers are essential for any business. It speaks louder than any guesses. But how do you know which score is good and which is bad?

Here are some general benchmarks:

CSAT Score Benchmarks:

  • 85% – 100%: Excellent

  • These customers are highly satisfied.

  • 75% – 84%: Good

  • The overall satisfaction is strong, but you need to improve.

  • 60% – 74%: Average

  • These customers have mixed experiences.

  • Below 60%: Needs Attention

  • This score indicates customer dissatisfaction. You need to look at it urgently.      

Here is what you can expect according to your industry:


  • eCommerce: 80–85%

  • SaaS: 75–85%

  • Hospitality: 85–90%

  • Healthcare: 80–90%
  • These customer experience scores can be different by region, industry, or channel. So, you must also analyze your data this way.

  • Also, please do not forget that you should not stop improving even if your CSAT score is good. 

How to Collect Accurate CSAT Data?

There are several ways to collect customer experience data. Here is how it is accurately:

Ask Immediately After the Interaction

If you are hungry now, and you get food after 2 hours, will you be able to enjoy it? No right. The similar formula applies to get for satisfaction score. Therefore, you should send the survey immediately after your customer interaction with your business. You can expect the most relevant data.

Keep Surveys Short and Clear

Keep it as short and simple as possible. It is recommended to stick to one single question. For example:

  • How satisfied were you with your experience?

Use Consistent Rating Scales

It is recommended to use rating scales for easy answering. Use 1–5 or 1–10 scale across all your surveys.

Choose the Right Channels

It is important to choose the right channels to identify which platform is working better to you- email, SMS, website popups, or app-based notifications.

Segment Your Audience

Segregate your audience by customer type, region, or product line. You will discover different pain points and patterns.

Add a Follow-Up Open-Ended Question

Send a follow-up question after they have scored you. You can ask:

  • What could we do to improve your experience?

Final Thoughts

A CSAT score is just not a number. It is a mirror that reflects on how your customers feel about your business.

Using tools like SurveyCXM can help you do this entire process with ease.

Satisfying your customers in your business is as important as drinking water every day to survive. Thus, calculating CSAT.