Want to calculate your CSAT score but don't know where to start? 🤔
You've come to the right place! In this ultra-practical guide, we explain how to calculate your customer satisfaction rate with the CSAT formula, how to interpret it, and above all how to use it to make concrete improvements to your customer service.
Whether you're a beginner or looking to refine your method, this guide is for you. Let's get down to business! 🚀
The CSAT score (Customer Satisfaction Score) is an indicator that measures the percentage of satisfied customers following a specific interaction with your company.
It's one of the world's most widely used KPIs for measuring customer satisfaction, and for good reason: it's simple, straightforward and terribly effective.
To find out more about CSAT in general, see our complete guide to the CSAT definition.
Hold on to your hats, it's that simple:
CSAT = (Number of positive responses / Total number of responses) × 100
That's all there is to it! You don't need to be a math whiz to calculate your CSAT.
"On a scale of 1 to 5, are you satisfied with [this interaction]?"
Send your questionnaire by email, SMS, pop-up on the site, or via your customer support tool.
Responses 4 and 5 ("Satisfied" and "Very satisfied") are generally considered "positive".
Answers 1, 2 and 3 are considered unsatisfactory.
Divide the number of positive responses by the total number of responses, then multiply by 100 to obtain a percentage.
Let's get our hands dirty with a concrete example.
You manage the customer service department of an e-commerce store. You send out a CSAT questionnaire after each exchange with your support team.
In one week, you get 500 responses:
Positive responses = 175 + 100 = 275
CSAT = (275 / 500) × 100 = 55
A CSAT of 55% = average, even worrying. Only half your customers are satisfied. There's work to be done! 🛠️
Objective: identify why 45% of your customers are not satisfied and act quickly.
Now that you've calculated your score, what should you do with it?
Some companies use a simpler scale:
In this case, only "Satisfied" responses count as positive.
"On a scale of 1 to 10, are you satisfied?"
Grades 8, 9 and 10 are generally considered positive.
Warning: this scale is similar to the NPS, but it's not exactly the same thing!
Some companies give more weight to "Very satisfied" than to "Satisfied":
Weighted CSAT = [(Nb of 5/5 × 1) + (Nb of 4/5 × 0.5)] / Total responses × 100
More complex, but gives a more nuanced view.
A "Neutral" customer is NOT a satisfied customer. Don't artificially inflate your score!
An overall CSAT of 75% is fine. But if you discover that :
You've identified a problem and a potential solution!
10 responses, 8 positive = 80% CSAT. Except that statistically, this is not significant.
Aim for at least 30-50 responses to get a representative score.
Comparing CSAT after a purchase vs. after a claim = comparing apples and pears.
Segment by type of interaction for relevant comparisons.
The worst: measure your CSAT religiously... and do nothing with the results.
Measure → Analyze → Act → Measure again. It's a continuous cycle!
Is your CSAT not up to scratch? Here are the concrete actions that really move the needle:
This is lever #1. The faster you respond, the happier your customers will be.
With Klark, our customers have reduced their response times by 50% by intelligently automating their answers to frequently asked questions.
A customer who has to contact you 3 times = CSAT in free fall.
Give your agents the right tools and the right information to solve the problem right from the start.
"Hello Sir" vs "Hello Pierre, I see this is your 5th order with us, thank you for your loyalty!"
Personalization boosts CSAT scores.
Empathy, active listening and handling objections are all things that can be learned.
Invest in ongoing training for your staff.
Simple, repetitive requests? AI can handle them instantly.
Your human agents concentrate on the complex cases that really require their expertise.
Result: speed + quality = rising CSAT.
That's exactly what we do at Klark: intelligent automation that boosts customer satisfaction.
A CSAT falling from 78% to 76% in one month = alarm signal.
Analyze what has changed: new product? Volume spike? Absent agent? Process change?
A customer who gives you 1 or 2/5 = an opportunity to catch up.
Contact him quickly, understand the problem and propose a solution.
You can turn a detractor into a promoter!
Do the math by hand? No, thanks! Here are the tools that automate everything:
CSAT is not the only satisfaction indicator. Here's how it compares to the others:
The ideal solution? Use several indicators in combination for a 360° view of customer satisfaction.
To find out more, read our guide on how to measure customer satisfaction with all KPIs.
In general, 80% or more is considered excellent. But it depends on your sector and context.
No. A neutral customer is not a satisfied customer. Count only 4/5 and 5/5.
Minimum 30-50 responses for a statistically significant score.
Continuously! Measure after each major interaction, then review trends on a weekly or monthly basis.
Analyze quickly: which segment is being reached? What type of interaction? Which agent? When? Then act on the root cause.
Want to calculate your CSAT in Excel? Here's the formula:
=COUNTIFS(B2:B501,">=4") / COUNTA(B2:B501) * 100
Where B2:B501 contains your scores from 1 to 5.
This formula counts the number of answers 4 and 5, divides by the total number of answers, and multiplies by 100.
Simple and effective! 📊
Calculating the CSAT score is simple, but its impact is enormous.
Here's a recap of what you need to know:
And if you not only want to measure your CSAT, but actually improve it, find out how Klark can transform your customer service.
Because in the end, the best CSAT score is the one that climbs month after month thanks to concrete actions. 🚀
Klark is a generative AI platform that helps customer service agents respond faster, more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
