Customer Satisfaction Score Calculator
Low response rates bias it upward.
CSAT
74.3%
14.8% response rate
A 14.8% response rate means the score describes the people who bothered to reply, who are systematically more engaged than the ones who did not. Low response rates bias CSAT upward, which is why the trend matters more than the level.
How the Customer Satisfaction Score Calculator works
A CSAT score describes the people who bothered to reply, who are systematically more engaged than the ones who did not. Low response rates bias the score upward, which is why the trend matters far more than the level.
Not financial advice. Marketplace fees change, and they vary by country, plan and seller status. Every rate here is an editable default, not a quoted price — check the platform's current fee schedule before you price a product against it. This is not tax or business advice.
Frequently asked questions
How is CSAT calculated?
Satisfied responses divided by total responses, as a percentage. Most implementations count 4 and 5 on a five-point scale as satisfied.
What is a good CSAT?
Retail commonly reports 75% to 85%. Comparing across industries is meaningless — response rates, scales and question wording all differ.
Why does response rate matter?
Because non-response is not random. Delighted and furious customers reply; indifferent ones do not. A 5% response rate produces a score dominated by the extremes.
CSAT, NPS or CES?
CSAT for a specific interaction, NPS for overall relationship, CES for effort. CES predicts churn best; NPS is the most widely reported; CSAT is the most immediately actionable.