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CSAT, Customer Satisfaction Score, turns a simple post-interaction survey into one number you can track over time. Enter how many respondents chose each rating on a standard 5 point scale and this calculator returns your CSAT percentage, the average rating, and how your result compares to common benchmarks.
CSAT is the percentage of respondents who rated their experience as satisfied, divided by the total number of respondents, multiplied by 100. On a standard 5 point scale, satisfied means a rating of 4 or 5. If 70 out of 100 respondents picked 4 or 5, your CSAT is 70%.
The formula ignores neutral and negative ratings in the numerator, but they still count in the denominator, which is why a large neutral group can hold your score down even without a single negative response.
The standard convention is top two box scoring: on a 5 point scale, only ratings of 4 and 5 count toward the satisfied group. Some teams use a stricter definition and count only the top rating, which produces a lower, more conservative score. Whichever definition you use, stay consistent across surveys so your CSAT trend actually means something.
Published benchmarks vary by industry, but a CSAT in the 75 to 85 percent range is a reasonable general target for most consumer-facing businesses, with software and retail often landing near the higher end and industries like telecom and utilities typically lower. Treat any external benchmark as a rough reference point, not a target to game, and focus on whether your own score is moving up or down over time.
A rising CSAT usually means retention and referrals are about to follow. If you want more of the right people finding you in the first place, request a free SEO audit and we will show you where the opportunity is.
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