What percent of customers are actually happy?
Count satisfied, neutral, and unsatisfied responses. CSAT is the percentage of positive ratings, the fastest gut check on any experience you ship.
Response counts
From your 1 to 5 or 1 to 10 satisfaction scale
Across 100 responses. Industry averages usually land in the 70 to 85 band. Below 70 and you have a retention problem waiting to happen.
0 ·
Satisfied
Neutral
Unsatisfied
How it works
The simplest satisfaction metric, and the one you can trust most
CSAT asks one thing: "How satisfied were you?" Count the positive ratings, divide by the total, multiply by 100. That's your score.
The magic is in the speed of the signal. Because the question sits right next to a specific event (a support ticket, an order, a feature), the response is about that event, not about the abstract relationship with your brand. You get a surgical read instead of a vague vibe.
Methodology
Positive ÷ total × 100
Formula
CSAT = (Satisfied responses / Total responses) × 100
- Satisfied
- 4 or 5 on a 5 point scale; 8 to 10 on a 10 point.
- Neutral
- Middle rating(s). Excluded from the numerator.
- Unsatisfied
- Bottom-of-scale. Excluded from the numerator.
- Score
- A percentage. 75% = three out of four respondents are satisfied.
CSAT tips
How to turn the score into action
- 1
Ask CSAT right after the interaction that produced it. Satisfaction decays in memory; a score collected a week later is about recollection, not experience.
- 2
Keep the scale short. 1 to 5 is enough. The difference between "8 out of 10" and "9 out of 10" is just noise most of the time.
- 3
Watch the neutral bucket. A growing neutral count usually shows up before a detractor spike, so it's your leading indicator.
- 4
Close the loop. Every detractor should get a reply within 24 hours. Not to defend the product, but to listen.
- 5
Benchmark against your segment, not the universe. A 78 CSAT is great for telco, mediocre for consumer SaaS. Context is the score.
Run the math once. Run the form forever.
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