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Free Online CSAT Score Calculator for Customer Service Teams
Quickly calculate CSAT scores and optimize SaaS help desk performance with this free online customer satisfaction and feedback analysis tool.
Your CSAT Score
What Is a CSAT?
Customer Satisfaction Score is a simple, yet powerful metric used to measure how satisfied customers are after a specific interaction. It’s commonly used by support teams, CX managers, and customer success leaders to evaluate service quality. It’s typically measured by asking:
“How satisfied were you with the support you received?”
The resulting CSAT score offers insights into customer sentiment and helps teams improve response quality, resolution speed, and overall user experience.
Interpreting Your CSAT Score
Understanding your CSAT score helps you assess how well your support team is performing. Here’s how to interpret the results:
Above 80%
Excellent
Most customers are very satisfied. Your support team is doing a great job!
60% to 80%
Good
Many customers are happy. Keep doing what works and look for small ways to improve.
40% to 60%
Average
Some customers are satisfied, but there’s room to grow. Focus on consistency and faster resolutions.
Below 40%
Needs Improvement
Most customers are unhappy. You may need to improve your support quality, speed, or communication.
Teams using ITSM platforms, live chat tools, or ticketing systems often use CSAT to monitor performance and identify areas for improvement.
CSAT Calculation Method
CSAT is calculated based on customer responses to satisfaction surveys. Users typically rate their experience on a scale such as:
- Very Dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very Satisfied
- Very Dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very Satisfied
To calculate your CSAT, you add how many customers were satisfied and very satisfied, then divide that by the total number of responses.
Example
If 80 out of 100 respondents chose “Satisfied” or “Very Satisfied”, your CSAT score is 80%.
This metric is often tracked alongside Net Promoter Score (NPS) and Customer Effort Score (CES) to get a full picture of customer experience.
CSAT Score Benchmarks by Industry
CSAT averages across industries. Comparing your score to these benchmarks helps you understand how your support performance aligns with industry standards.
|
Industry
|
Average CSAT % |
|
SaaS / Software
|
78–85%
|
|
E-commerce
|
75–85%
|
|
Banking / Finance
|
80–90%
|
|
Healthcare
|
85–90%
|
|
Telecom
|
72–80%
|
|
Hospitality / Travel
|
85–92%
|
Want to See Real Success Stories?
Many companies have improved their CSAT after switching to BoldDesk.
Tips to Improve Your CSAT Scores
Here are some simple ways to make customers happier:
- Reply quickly.
- Be friendly and helpful.
- Make sure their issue is fully solved.
BoldDesk empowers your team to deliver exceptional CSAT customer service by offering tools like AI Agent, which helps your team respond faster and better.
Want more tips? Read our CSAT best practices.
Frequently Asked Questions
A CSAT score above 77% is considered healthy for SaaS businesses. Leading companies often aim for 85% or higher, reflecting strong customer satisfaction and efficient support delivery.
CSAT highlights dissatisfaction early in the customer journey. By acting on negative feedback, support and success teams can improve service quality, resolve pain points, and retain more users.
CSAT surveys are most effective when sent after key interactions such as onboarding, ticket resolution, or feature adoption. Regular feedback helps track satisfaction trends and identify areas for improvement.
- CSAT measures satisfaction after a specific interaction.
- NPS (Net Promoter Score) gauges long-term loyalty and referral intent.
- CES (Customer Effort Score) evaluates how easy it was for users to get their issue resolved.
- First response time
- Resolution time
- Customer Effort Score (CES)
- Net Promoter Score (NPS)
CSAT feedback reveals usability issues, feature gaps, and friction points in the product. Product managers can use this data to prioritize improvements and align roadmap decisions with customer needs.
AI enhances support by enabling faster, more accurate responses. Tools like AI Agent and AI Copilot help agents resolve issues efficiently, personalize interactions, and reduce wait times leading to higher CSAT scores.
CSAT customer service metrics help teams understand how satisfied customers are after each support interaction. A strong CSAT score reflects fast, helpful, and empathetic service.
Ready to Boost Your CSAT Score?
Deliver faster, smarter, and more satisfying support with BoldDesk.
- Improve agent performance
- Track feedback
- Keep your customers happy
- Align support with customer success
