[{"data":1,"prerenderedAt":658},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fcustomer-satisfaction-score":3,"content:blog:list:posts":488,"content:data_authors:list:rows":654},{"id":4,"title":5,"author":6,"body":7,"canonical":439,"category":440,"date":441,"description":442,"draft":443,"extension":444,"faq":445,"image":461,"imageAlt":462,"keyword":463,"locale":464,"meta":465,"navigation":469,"noindex":443,"og":439,"path":470,"readingTime":439,"seo":471,"sources":472,"stem":482,"tags":483,"updated":441,"video":439,"__hash__":487},"blog\u002Fblog\u002Fcustomer-satisfaction-score.md","Customer satisfaction score: how to calculate it","farsad",{"type":8,"value":9,"toc":428},"minimark",[10,14,23,28,39,42,107,110,113,121,125,131,134,201,204,254,257,265,269,278,281,285,288,291,294,298,304,310,313,350,353,357,360,403,411,415],[11,12,13],"p",{},"Your customer satisfaction score (CSAT) is the share of people who rated one moment 4 or 5 out of 5. Divide the number of satisfied answers by all answers and multiply by 100. The rest of this post covers the choices that move the result: the scale, who answers, and how many answers you have.",[11,15,16,17,22],{},"The ",[18,19,21],"a",{"href":20},"\u002Fresources\u002Fglossary\u002Fcsat","CSAT glossary entry"," gives the short definition. This is the longer guide.",[24,25,27],"h2",{"id":26},"how-to-calculate-your-customer-satisfaction-score","How to calculate your customer satisfaction score",[11,29,30,31,35,36],{},"The usual formula counts the satisfied answers, divides by the total number of answers and multiplies by 100. ",[32,33],"cite-ref",{"n":34},"1"," On a 1 to 5 scale, a 4 or a 5 counts as satisfied, a 3 is neutral, and a 1 or a 2 is dissatisfied. ",[32,37],{"n":38},"2",[11,40,41],{},"Made-up example: you ask 60 people to rate a support chat from 1 to 5.",[43,44,45,58],"table",{},[46,47,48],"thead",{},[49,50,51,55],"tr",{},[52,53,54],"th",{},"Rating",[52,56,57],{},"Answers",[59,60,61,70,78,86,93,99],"tbody",{},[49,62,63,67],{},[64,65,66],"td",{},"5",[64,68,69],{},"21",[49,71,72,75],{},[64,73,74],{},"4",[64,76,77],{},"19",[49,79,80,83],{},[64,81,82],{},"3",[64,84,85],{},"9",[49,87,88,90],{},[64,89,38],{},[64,91,92],{},"7",[49,94,95,97],{},[64,96,34],{},[64,98,74],{},[49,100,101,104],{},[64,102,103],{},"Total",[64,105,106],{},"60",[11,108,109],{},"Satisfied answers are 21 plus 19, which is 40. Divide 40 by 60 and multiply by 100. Your CSAT is 67 percent.",[11,111,112],{},"You can also work out the average rating: (21 × 5 + 19 × 4 + 9 × 3 + 7 × 2 + 4 × 1) divided by 60 is 226 divided by 60, about 3.8. Both numbers describe the same 60 answers, but they are not interchangeable. Pick one and report it the same way every time.",[11,114,115,116,120],{},"To check your own numbers, use the ",[18,117,119],{"href":118},"\u002Ftools\u002Fcsat-calculator","free CSAT calculator",".",[24,122,124],{"id":123},"the-same-answers-on-other-scales","The same answers on other scales",[11,126,127,128,130],{},"CSAT has no single scale. Zendesk shows a 5 point version and a 10 point version, where the 10 point version groups answers in pairs: 9 to 10, 7 to 8, 5 to 6, 3 to 4 and 1 to 2. ",[32,129],{"n":38,"k":38}," The cut between satisfied and not satisfied is yours to set, and it can move the score a lot.",[11,132,133],{},"Made-up example: 60 people rate a setup call from 1 to 10.",[43,135,136,144],{},[46,137,138],{},[49,139,140,142],{},[52,141,54],{},[52,143,57],{},[59,145,146,154,161,169,175,182,188,194],{},[49,147,148,151],{},[64,149,150],{},"10",[64,152,153],{},"12",[49,155,156,158],{},[64,157,85],{},[64,159,160],{},"13",[49,162,163,166],{},[64,164,165],{},"8",[64,167,168],{},"11",[49,170,171,173],{},[64,172,92],{},[64,174,85],{},[49,176,177,180],{},[64,178,179],{},"6",[64,181,66],{},[49,183,184,186],{},[64,185,66],{},[64,187,74],{},[49,189,190,192],{},[64,191,74],{},[64,193,82],{},[49,195,196,199],{},[64,197,198],{},"1 to 3",[64,200,82],{},[11,202,203],{},"The same 60 answers give three different CSAT figures:",[43,205,206,219],{},[46,207,208],{},[49,209,210,213,216],{},[52,211,212],{},"Satisfied means",[52,214,215],{},"Satisfied answers",[52,217,218],{},"CSAT",[59,220,221,232,243],{},[49,222,223,226,229],{},[64,224,225],{},"9 and 10",[64,227,228],{},"25",[64,230,231],{},"42 percent",[49,233,234,237,240],{},[64,235,236],{},"8 to 10",[64,238,239],{},"36",[64,241,242],{},"60 percent",[49,244,245,248,251],{},[64,246,247],{},"7 to 10",[64,249,250],{},"45",[64,252,253],{},"75 percent",[11,255,256],{},"Nothing about the customers changed between the rows, only the definition. Write down which answers count as satisfied before you send the survey. Keep the scale, the wording and that cut the same from one survey to the next. Compare scores only with scores that used the same ones.",[11,258,259,260,264],{},"If you are starting from scratch, the 1 to 5 scale is the simplest, because people understand it at a glance and the satisfied group is easy to name. You can copy a ",[18,261,263],{"href":262},"\u002Fresources\u002Ftemplates\u002Fcsat-survey-questions","set of CSAT survey questions"," that uses it.",[24,266,268],{"id":267},"what-counts-as-a-good-score","What counts as a good score",[11,270,271,272,274,275,277],{},"Guides disagree. Zendesk says many industries treat 75 to 85 percent as good and above 90 percent as exemplary. ",[32,273],{"n":38,"k":82}," Medallia puts 90 to 100 as excellent, 70 to 89 as good, 50 to 69 as average and below 50 as poor. ",[32,276],{"n":34,"k":38}," Neither page names a source for its bands, so treat them as rules of thumb.",[11,279,280],{},"The 67 percent from the first example is \"average\" in Medallia's bands and below \"good\" in Zendesk's. That tells you little by itself. A better test is your own trend: is the score rising for the same kind of moment? A support chat and a first-week setup are different moments, so score them separately.",[24,282,284],{"id":283},"who-answers-changes-the-number","Who answers changes the number",[11,286,287],{},"Your score covers the people who answered, not everyone you asked. If unhappy customers skip the survey more often than happy ones, the score runs high.",[11,289,290],{},"Made-up example: you send a survey to 100 customers after a ticket closes. 40 answer, and 34 of them give a 4 or a 5. Your CSAT is 85 percent. Suppose the 60 who stayed quiet would have been satisfied only half the time. Across all 100, 64 would be satisfied, and the score would be 64 percent. You cannot know the real figure, but you can see how far apart the two could be.",[11,292,293],{},"Two things help. Ask right after the moment, when people still remember it. And read the comments on low scores, because that is where the unhappy ones tell you what happened.",[24,295,297],{"id":296},"how-many-answers-you-need","How many answers you need",[11,299,300,301,303],{},"A CSAT percentage from a few answers jumps around. The margin of error tells you how far the true figure could sit from yours. For a share of people, divide p times (1 minus p) by n, take the square root, then multiply by z. Here p is your share as a decimal, n is the number of answers, and z is 1.96 for 95 percent confidence. ",[32,302],{"n":82}," The formula also needs n times p and n times (1 minus p) to be at least 10, which is why the table starts at 50 answers.",[11,305,306,307,309],{},"This assumes the people who answered were chosen at random, which a survey of whoever chooses to reply is not. ",[32,308],{"n":82,"k":38}," Read the table as a best case.",[11,311,312],{},"Using the 67 percent from the first example, rounded to the nearest point:",[43,314,315,324],{},[46,316,317],{},[49,318,319,321],{},[52,320,57],{},[52,322,323],{},"Margin of error (95 percent)",[59,325,326,334,342],{},[49,327,328,331],{},[64,329,330],{},"50",[64,332,333],{},"plus or minus 13 points",[49,335,336,339],{},[64,337,338],{},"100",[64,340,341],{},"plus or minus 9 points",[49,343,344,347],{},[64,345,346],{},"400",[64,348,349],{},"plus or minus 5 points",[11,351,352],{},"With 50 answers, a CSAT of 67 percent could sit anywhere from about 54 to 80. A move of three points from one month to the next is noise at that size. Wait for a larger gap, or collect more answers, before you call it a change.",[24,354,356],{"id":355},"ways-to-raise-it-that-show-up-in-the-data","Ways to raise it that show up in the data",[11,358,359],{},"You can check each of these against your own numbers:",[361,362,363,380,386,397],"ul",{},[364,365,366,370,371,375,376,120],"li",{},[367,368,369],"strong",{},"Ask at the moment."," Send CSAT right after a ticket closes or an order arrives. For the full plan, see how to ",[18,372,374],{"href":373},"\u002Fblog\u002Fcustomer-satisfaction-survey","run a customer satisfaction survey",". Pulseri can ",[18,377,379],{"href":378},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","send CSAT when a Zendesk ticket is solved",[364,381,382,385],{},[367,383,384],{},"Read the 1s and 2s first."," Put one open question after the rating, such as \"What is the main reason for your score?\"",[364,387,388,391,392,396],{},[367,389,390],{},"Reach the team the same day."," An alert rule on a low score lets someone reply while the customer still cares. The ",[18,393,395],{"href":394},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Slack alert guide"," shows how to build one, using NPS detractors as its example.",[364,398,399,402],{},[367,400,401],{},"Fix one cause at a time."," Group the low scores by reason. Fix the most common one, then look at the next survey.",[11,404,405,406,410],{},"CSAT sits next to the other two common scores. ",[18,407,409],{"href":408},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS, CSAT and CES compared"," explains when to use each.",[24,412,414],{"id":413},"send-csat-with-pulseri","Send CSAT with Pulseri",[11,416,417,418,422,423,427],{},"Pulseri's CSAT question is \"How satisfied were you with your recent experience?\" on a 1 to 5 scale, and the score is the share of 4s and 5s. It is part of ",[18,419,421],{"href":420},"\u002Fproduct\u002Fcustomer-voice","customer feedback surveys"," alongside NPS and CES. See the ",[18,424,426],{"href":425},"\u002Fpricing","pricing page"," for what each plan includes.",{"title":429,"searchDepth":430,"depth":430,"links":431},"",2,[432,433,434,435,436,437,438],{"id":26,"depth":430,"text":27},{"id":123,"depth":430,"text":124},{"id":267,"depth":430,"text":268},{"id":283,"depth":430,"text":284},{"id":296,"depth":430,"text":297},{"id":355,"depth":430,"text":356},{"id":413,"depth":430,"text":414},null,"Scores and metrics","2026-11-04","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.",false,"md",[446,449,452,455,458],{"q":447,"a":448},"What is CSAT short for?","CSAT stands for customer satisfaction score. It asks how satisfied someone was with one moment, such as a support chat, and reports the share who said they were satisfied.",{"q":450,"a":451},"How do I calculate a customer satisfaction score out of 10?","Decide which answers count as satisfied before you collect them, for example 9 and 10, or 7 to 10. Divide the number of satisfied answers by all answers and multiply by 100. The cut you pick changes the result a lot, as the example in this post shows.",{"q":453,"a":454},"What is a good customer satisfaction score?","Vendor guides put it somewhere between the mid 70s and the low 90s, and they do not agree on the bands. Compare your score with your own past scores on the same scale first.",{"q":456,"a":457},"What should a customer satisfaction survey include?","One rating question tied to a specific moment, such as a closed support ticket, and one open question asking for the main reason for the score. Keep it short.",{"q":459,"a":460},"Is CSAT the same as NPS?","No. CSAT asks about one moment. NPS asks how likely people are to recommend the company, which is a view of the whole relationship.","\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied","customer satisfaction score","en",{"keywords":466},[467,468],"what is a good csat score","how to calculate csat score",true,"\u002Fblog\u002Fcustomer-satisfaction-score",{"title":5,"description":442},[473,476,479],{"title":474,"url":475,"retrieved":441},"CSAT scores, how to measure and improve the customer service experience (Medallia)","https:\u002F\u002Fwww.medallia.com\u002Fblog\u002Fcsat-how-to-measure-and-improve-the-customer-service-experience\u002F",{"title":477,"url":478,"retrieved":441},"Customer satisfaction score (Zendesk)","https:\u002F\u002Fwww.zendesk.com\u002Fblog\u002Fcustomer-satisfaction-score\u002F",{"title":480,"url":481,"retrieved":441},"Margin of error guide and calculator (Qualtrics)","https:\u002F\u002Fwww.qualtrics.com\u002Fexperience-management\u002Fresearch\u002Fmargin-of-error\u002F","blog\u002Fcustomer-satisfaction-score",[484,485,486],"csat","calculation","scores","2dhDpUg2000iXLbgrCw8iZJyLGxPQGKeqIt850n4tUw",[489,502,513,522,529,538,546,549,555,563,571,581,588,599,609,616,627,638,646],{"path":490,"title":491,"description":492,"date":493,"updated":493,"category":494,"tags":495,"author":6,"image":499,"imageAlt":500,"readingMinutes":501},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[496,497,498,486],"alerts","detractors","feedback","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":503,"title":504,"description":505,"date":493,"updated":493,"category":440,"tags":506,"author":6,"image":510,"imageAlt":511,"readingMinutes":512},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.",[507,508,509],"nps","loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":514,"title":515,"description":516,"date":493,"updated":493,"category":494,"tags":517,"author":6,"image":519,"imageAlt":520,"readingMinutes":521},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[498,507,518],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":523,"title":524,"description":525,"date":493,"updated":493,"category":440,"tags":526,"author":6,"image":527,"imageAlt":528,"readingMinutes":512},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[484,486,509,485],"\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":530,"title":531,"description":532,"date":493,"updated":493,"category":494,"tags":533,"author":6,"image":535,"imageAlt":536,"readingMinutes":537},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[534,484,498],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":539,"title":540,"description":541,"date":493,"updated":493,"category":494,"tags":542,"author":6,"image":544,"imageAlt":545,"readingMinutes":537},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[498,507,543],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":470,"title":5,"description":442,"date":547,"updated":547,"category":440,"tags":548,"author":6,"image":461,"imageAlt":462,"readingMinutes":512},"2026-11-04T00:00:00.000Z",[484,485,486],{"path":373,"title":550,"description":551,"date":547,"updated":547,"category":494,"tags":552,"author":6,"image":553,"imageAlt":554,"readingMinutes":537},"Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[484,498],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":556,"title":557,"description":558,"date":559,"updated":559,"category":494,"tags":560,"author":6,"image":561,"imageAlt":562,"readingMinutes":501},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[534,498,507,484],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":564,"title":565,"description":566,"date":567,"updated":567,"category":440,"tags":568,"author":6,"image":569,"imageAlt":570,"readingMinutes":537},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[507,534,498],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":572,"title":573,"description":574,"date":567,"updated":567,"category":494,"tags":575,"author":6,"image":579,"imageAlt":580,"readingMinutes":537},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[576,577,578,543],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":582,"title":583,"description":584,"date":567,"updated":567,"category":440,"tags":585,"author":6,"image":586,"imageAlt":587,"readingMinutes":537},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[507,485,486],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":589,"title":590,"description":591,"date":567,"updated":567,"category":592,"tags":593,"author":6,"image":597,"imageAlt":598,"readingMinutes":537},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[594,595,596],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":378,"title":600,"description":601,"date":567,"updated":567,"category":602,"tags":603,"author":6,"image":607,"imageAlt":608,"readingMinutes":537},"Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[604,484,605,606],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":394,"title":610,"description":611,"date":567,"updated":493,"category":602,"tags":612,"author":6,"image":614,"imageAlt":615,"readingMinutes":537},"Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[613,496,507,497],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":617,"title":618,"description":619,"date":567,"updated":567,"category":620,"tags":621,"author":6,"image":625,"imageAlt":626,"readingMinutes":537},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[622,623,624],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":628,"title":629,"description":630,"date":631,"updated":631,"category":494,"tags":632,"author":6,"image":635,"imageAlt":636,"readingMinutes":637},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[633,507,484,634],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":408,"title":639,"description":640,"date":631,"updated":631,"category":440,"tags":641,"author":6,"image":643,"imageAlt":644,"readingMinutes":645},"NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[507,484,642,509],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":647,"title":648,"description":649,"date":631,"updated":631,"category":440,"tags":650,"author":6,"image":652,"imageAlt":653,"readingMinutes":637},"\u002Fblog\u002Fwhat-is-a-good-nps-score","What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[507,651,486],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[655],{"key":6,"name":656,"avatar":657},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076156]