Customer Satisfaction (CSAT) Calculator
Compute Customer Satisfaction Score from your 5-point survey responses. Compare to industry benchmarks.
What CSAT Measures
Customer Satisfaction (CSAT) is the percentage of respondents who rate their experience 4 or 5 on a 5-point Likert scale. The question is typically: 'How satisfied are you with [product/service/interaction]?' CSAT measures point-in-time satisfaction — often used after specific interactions (support ticket resolution, demo, onboarding milestone).
CSAT differs from NPS in three ways: (1) CSAT measures satisfaction; NPS measures advocacy intent. (2) CSAT is typically transactional; NPS is relationship. (3) CSAT range 0-100%; NPS range -100 to +100. Source: ACSI (American Customer Satisfaction Index) 2026 benchmarks. Last updated: May 2026.
When to Use CSAT
Best for: (1) Post-support ticket. (2) Post-demo. (3) After onboarding milestones. (4) After feature releases. (5) Periodic relationship check-ins. Not best for: long-term loyalty (use NPS), product-fit assessment (use Product/Market Fit Survey, PMF), or financial outcomes (use cohort retention).
Industry Benchmarks 2026
| Industry | Median CSAT |
|---|---|
| SaaS / B2B Software | 78-82% |
| E-commerce | 80-85% |
| Hospitality | 83-88% |
| Telecom / ISP | 62-68% |
| Airlines | 70-75% |
| Healthcare | 73-78% |
Top-Box vs Top-Two-Box
Top-box = % responding 5 only. Top-two-box = % responding 4 or 5. Standard CSAT is top-two-box. Top-box-only is a stricter metric — companies obsessed with 'delight' (Disney, Apple) prefer top-box because customers rating 4 may not return, while customers rating 5 actively recommend. Both have merit; pick one and stick with it.