CSAT Calculator and What It Means
CSAT is the simplest support metric there is, and the easiest one to game without anyone noticing. This CSAT calculator does the arithmetic. The honest reading of it is below.
CSAT score calculator
CSAT = positive responses divided by total responses, as a percentage. Neutral answers count in the denominator, not the numerator, which is why CSAT drops fast when people are lukewarm.
Duplicate tickets quietly drag CSAT down: the customer gets different answers from different agents, or gets chased about something they already resolved. Merging duplicates removes an entire class of bad survey responses.
Remove 120 chances a month to answer twice, differently
Attickets a month, about 120 are the same person asking again, usually on another channel. Each one is a chance to give them a different answer.
What this CSAT calculator does with your numbers
CSAT = positive responses divided by total responses, expressed as a percentage.
Neutral answers sit in the denominator and not the numerator, which is why CSAT falls quickly when people are merely fine rather than pleased. That's the metric working correctly.
CSAT versus NPS, plainly
They answer different questions and a healthy team watches both. High CSAT with low NPS usually means your support is excellent and your product is not. See the NPS calculator.
What quietly drags CSAT down
Duplicate tickets are an underrated CSAT killer. The customer contacts you twice, two agents pick up the two tickets, and two different answers go out on the same afternoon.
Even when both answers are correct, the experience reads as disorganised, and the survey that follows reflects that. It's a bad score on an interaction that should never have existed.
Frequently asked questions
How do you calculate CSAT by hand?
Positive responses divided by total responses, times one hundred. That's all any CSAT score calculator does, and knowing how to calculate CSAT yourself matters when somebody asks why the number moved.
How does this CSAT calculator work?
Enter your positive responses and your total responses. The CSAT calculator divides one by the other and shows the percentage, which is the standard definition of a CSAT score.
What's a good CSAT score?
Most support teams land between 75% and 90%. Compare against your own trend rather than an industry average, since survey design changes the number more than performance does.
Should neutral responses count as positive?
No. Counting neutrals as positive is the most common way CSAT gets inflated until it stops telling you anything.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with one interaction. NPS measures likelihood to recommend, which is about the whole relationship.
Remove a whole class of bad scores
Two agents answering one customer differently is a CSAT problem you can delete rather than coach.
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