SpaceForms / Tools / CSAT Calculator
CSAT Calculator (Free, 2026)
Calculate your Customer Satisfaction score from a 1-5 Likert scale. Returns both top-2-box percentage and average rating with 2026 ACSI benchmarks.
Enter response counts per option:
CSAT (top-2-box)
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Average rating (1-5)
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0 total responses
CSAT formula (top-2-box): CSAT (%) = (Satisfied + Very Satisfied) ÷ Total responses × 100.
2026 ACSI national average: 76.7.
How the CSAT calculation works
To calculate CSAT, count the responses in the top two boxes of your scale (Satisfied and Very Satisfied on a 1–5 scale), divide by the total number of responses, and multiply by 100. The calculator above does this for you and also returns the average rating, which some teams report instead.
CSAT calculation FAQ
- How is CSAT calculated?
- Most common: CSAT (%) = (Top-2-box responses ÷ Total responses) × 100. Top-2-box on a 1–5 scale means Satisfied + Very Satisfied. Alternative: average rating on the 1–5 scale.
- What is a good CSAT score?
- Above 70% top-2-box is good. 80%+ is excellent. 90%+ is world-class. The 2026 ACSI national average across US industries is 76.7%.
CSAT benchmarks by industry (2026 ACSI)
| Industry | CSAT (ACSI 2026) |
|---|---|
| Life insurance | 81 |
| Banking | 80 |
| Internet retail | 79 |
| National average (Q1 2026) | 76.7 |
| SaaS | ~76 |
| Telecom / wireless | 75 |
| ISPs | 72 |
Source: SpaceForms State of CSAT 2026.
Run a CSAT survey free
SpaceForms includes pre-built CSAT templates with validated 1-5 Likert wording and auto-calculated scoring. Unlimited responses.