In short
A CSAT score (Customer Satisfaction Score) measures how satisfied customers are with a specific experience. Ask "how satisfied were you?" on a short scale, then calculate: CSAT = (satisfied responses ÷ total responses) × 100. It's expressed as a percentage from 0 to 100.
What is a CSAT score?
CSAT — Customer Satisfaction Score — is the most direct way to measure how happy customers are with a particular interaction, product, or touchpoint. You ask a simple question ("How satisfied were you with…?") on a short scale — often a 1–5 rating or a smiley face scale — and turn the responses into a single percentage. Because it's tied to a specific moment, CSAT is the natural fit for real-time, in-location feedback.
How to calculate a CSAT score
Count the "satisfied" responses (typically the top two options — e.g. the two happy faces, or 4 and 5 on a 1–5 scale), divide by the total number of responses, and multiply by 100:
CSAT = (satisfied responses ÷ total responses) × 100
A worked example
If 850 of 1,000 respondents chose one of the top two satisfaction options, your CSAT score is (850 ÷ 1,000) × 100 = 85%.
What is a good CSAT score?
CSAT scores are usually higher than you'd expect — many industries average around 75–85%. As always, the most useful benchmark is your own trend and a comparable organisation rather than a universal figure. A rising CSAT, broken down by location and team, tells you far more than a single company-wide number.
CSAT vs the customer satisfaction score scale
"CSAT score" and "customer satisfaction score" refer to the same thing — a measure of satisfaction with an experience. What varies is the scale behind it: a 2–5 point smiley face scale, a 1–5 numeric scale, or a 1–10 scale. The smiley scale is the most accessible and drives the highest response volumes; see the smiley face rating scale guide.
How to measure CSAT in real time
CSAT loses its value when it arrives late. Capturing it in the moment — a smiley tap at the exit, a QR survey on a receipt — gives you high response volumes and lets you act the same day. Pair the score with an optional comment to capture the reason behind it. More on real-time smiley feedback.
Where CSAT fits with other metrics
CSAT measures a moment; NPS measures the overall relationship; CES measures effort. See how to choose in CSAT vs NPS vs CES and the full picture in customer satisfaction metrics.
Questions
Answered
What is a CSAT score?
A CSAT (Customer Satisfaction Score) measures how satisfied customers are with a specific experience. You ask 'how satisfied were you?' on a short scale and calculate the percentage of satisfied responses. It's expressed from 0 to 100.
How do you calculate a CSAT score?
CSAT = (satisfied responses ÷ total responses) × 100. Count the top satisfaction responses (e.g. the two happy faces or 4–5 on a 1–5 scale), divide by total responses, and multiply by 100. For example, 850 satisfied out of 1,000 = 85%.
What is a good CSAT score?
Many industries average around 75–85%, but it varies, so compare against your own trend and a similar organisation. A CSAT broken down by location and team is far more useful than a single overall number.
Measure it in real time
Book a free assessment and we'll show you how to capture this score the moment it happens.