CSAT Calculator and What It Means
CSAT is the simplest support metric there is, and the easiest one to quietly game. Here is the honest version.
CSAT score calculator
CSAT = positive responses divided by total responses, as a percentage. Neutral answers count in the denominator, not the numerator, which is why CSAT drops fast when people are lukewarm.
Duplicate tickets quietly drag CSAT down: the customer gets two different answers from two agents, or gets chased about something they already resolved. Merging duplicates removes an entire class of bad survey responses.
Stop paying for duplicatesThe formula
CSAT = positive responses divided by total responses, expressed as a percentage.
Neutral answers sit in the denominator and not the numerator, which is why CSAT falls quickly when people are merely fine rather than pleased. That is the metric working correctly.
CSAT versus NPS, plainly
They answer different questions and a healthy team watches both. High CSAT with low NPS usually means your support is excellent and your product is not. See the NPS calculator.
What quietly drags CSAT down
Duplicate tickets are an underrated CSAT killer. The customer contacts you twice, two agents pick up the two tickets, and two different answers go out on the same afternoon.
Even when both answers are correct, the experience reads as disorganised, and the survey that follows reflects that. It is a bad score on an interaction that should never have existed.
Frequently asked questions
What is a good CSAT score?+
Most support teams land between 75% and 90%. Compare against your own trend rather than an industry average, since survey design changes the number more than performance does.
Should neutral responses count as positive?+
No. Counting neutrals as positive is the most common way CSAT gets inflated until it stops telling you anything.
What is the difference between CSAT and NPS?+
CSAT measures satisfaction with one interaction. NPS measures likelihood to recommend, which is about the whole relationship.
Remove a whole class of bad scores
Two agents answering one customer differently is a CSAT problem you can delete rather than coach.
Start free trial14-day free trial. No credit card required.