Calculate your CSAT score.
Enter how many customers chose each star rating. You get your CSAT score, the share who rated you 4 or 5, and your average rating.Free, no sign-up · Updated November 6, 2026Responses for each rating
Your CSAT score
How CSAT is calculated
CSAT is the share of survey answers that are positive. On the usual 1 to 5 scale, 4 and 5 count as satisfied, so the formula is: ratings of 4 or 5, divided by all ratings, times 100.
- Send one question right after the conversation, such as “How satisfied were you with the help you got?”
- Count every rating you received. Leave out people who did not answer.
- Add up the 4s and 5s.
- Divide by the total and multiply by 100.
A worked example: 200 customers rate their conversation and 168 choose 4 or 5. The CSAT score is 168 divided by 200, times 100, which is 84%. The average rating is a different number: it shows how far above or below the line the answers sit, so it is worth reading next to the score.
When an AI agent answers part of the queue, work out CSAT for the AI and for your team separately. A blended score can hide a weak AI behind a strong team. More on the metric in what is CSAT.
Frequently asked questions
Divide the number of 4 and 5 ratings by the total number of ratings, then multiply by 100. If 168 of 200 customers choose 4 or 5, the CSAT score is 84%.
The standard CSAT score is a percentage: the share of positive ratings. Some teams also report the average rating out of 5. Both are useful, but say which one you mean, because 84% and 4.4 out of 5 describe the same survey.
Not in the standard formula. A 3 is neutral, so it counts in the total but not as positive. If you change that rule, say so whenever you share the number, or it cannot be compared with anyone else’s.
Many support teams treat the high 70s to mid 80s as healthy and 90% or above as excellent. Benchmarks vary by industry, and the trend over time tells you more than any single week.
Under 30 responses, a few answers can move the score by several points, so treat it as a rough signal. Report the number of responses next to the score every time.
Yes. Aide asks for a 1 to 5 star rating after each chat and reports CSAT for the Aide AI Agent and for your team separately, with the rating spread, the trend and the latest comments.
CSAT for your AI and your team, side by side
Aide answers from the live order, asks for a rating after each chat, and reports how the AI and your team are each doing.