Free CSAT Calculator
Calculate your customer satisfaction score from satisfied and total survey responses. See your CSAT percentage and gap to target instantly.
CSAT Score
= Satisfied Responses ÷ Total Responses × 100
CSAT %
85.0%
Unsatisfied
60
Gap to target
+5.0pp
How interactive demos improve CSAT
- 81% of teams report onboarding demos as their highest-impact use case (State of Interactive Demos 2026)
- Send saw 50% faster user comprehension after replacing static docs with interactive demos
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How to calculate CSAT score
1. Enter satisfied responses
Add the number of respondents who rated their experience 4 or 5 on your survey.
2. Add total responses
Enter the total number of survey responses to calculate your CSAT percentage.
3. Set an optional target
Enter a target CSAT percentage to see how far you are from your goal.
Why use our CSAT calculator
Simple CSAT formula
Simple CSAT formula
Calculate customer satisfaction score using the standard satisfied responses divided by total responses formula.
Unsatisfied count
Unsatisfied count
See the number of unsatisfied respondents alongside the percentage so you understand the scale of the gap.
Target gap tracking
Target gap tracking
Set an optional CSAT target to instantly see how many percentage points you need to close.
Why we built Supademo's CSAT calculator
“A lot of support tickets are really just product confusion. In our State of Interactive Demos 2026 report, 68% of teams said demos lifted support and self-service outcomes. When someone can step through a guide instead of writing in, the score usually follows.”
“We see this pattern across customers like Rev.io, who now build training material in hours instead of weeks with a 50% smaller team. The demo answers the question before the ticket gets opened, which is the cheapest CSAT improvement you can make.”
Who uses Supademo's CSAT calculator?
Use CSAT to validate post-sale handoffs
Track satisfaction immediately after onboarding handoffs to catch issues before they affect retention or referrals.
Explore sales enablement
How do sales teams use CSAT?
Sales teams use CSAT to measure customer satisfaction after onboarding handoffs and identify whether expectations set during sales are being met.
How do marketing teams use CSAT?
Marketing teams use CSAT to evaluate how well their content, campaigns, and demo experiences meet customer expectations.
How does customer success use CSAT?
Customer success teams use CSAT to monitor satisfaction at key milestones and catch declining accounts before they churn.
How do support teams use CSAT?
Support teams use CSAT to measure satisfaction after each ticket resolution and identify which issue types consistently produce low scores.
How do product teams use CSAT?
Product teams use CSAT to measure satisfaction with specific features and releases and prioritize improvements based on real feedback.
How do training teams use CSAT?
Training teams use CSAT to evaluate whether their onboarding sessions and training content leave participants feeling satisfied and competent.
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Frequently asked questions
Common questions about customer satisfaction score, CSAT benchmarks, and improving satisfaction with interactive demos.
What is CSAT?
Customer satisfaction score (CSAT) measures how satisfied customers are with a specific interaction, product experience, or support touchpoint, expressed as the percentage of respondents who gave a positive rating. Unlike NPS, which measures long-term loyalty, CSAT captures how customers feel about a particular moment in time. That makes it ideal for evaluating onboarding quality, support resolution, and product launch reception without conflating them into a single loyalty number.
How do you calculate CSAT?
Divide the number of satisfied responses (typically 4 and 5 on a 5-point scale, or 9 and 10 on a 10-point scale) by the total number of responses received, then multiply by 100. The threshold for "satisfied" varies by company. Some include only top-box scores (5 out of 5), others include the top two boxes. Be consistent in your definition so you can track changes meaningfully over time and make valid comparisons across survey periods.
What is a good CSAT score?
For B2B SaaS, CSAT scores above 80% are considered strong, above 90% excellent. Consumer products often report higher benchmarks because stakes per interaction are lower.
More useful than an absolute benchmark is tracking CSAT by touchpoint: onboarding CSAT, support CSAT, and renewal CSAT often differ by 20–30 points and each reveals a different part of the customer journey. Our writeup on customer onboarding metrics covers which CSAT touchpoints predict churn earliest. Pair it with retention rate to spot satisfaction-to-stickiness gaps.
What is the difference between CSAT and NPS?
CSAT and NPS measure different things: CSAT captures moment-in-time satisfaction with a specific interaction; NPS captures overall loyalty and the likelihood of recommending the product. A customer can post high CSAT on every individual interaction and still give a low NPS if they feel the product is not delivering enough overall value. Best-in-class teams use both: CSAT to diagnose specific process failures and NPS to track long-term health.
When should I send a CSAT survey?
CSAT works best immediately after specific, bounded interactions: the end of onboarding, immediately after a support ticket closes, after a QBR, or following a major product release. Waiting more than 24–48 hours after the interaction significantly reduces response rates and increases recall bias.
For onboarding specifically, a 30-day check-in CSAT is often more meaningful than an end-of-onboarding survey because it captures how customers feel once they have had time to apply what they learned.
What causes low CSAT scores?
The fastest improvements usually come from fixing the specific interactions with the lowest scores rather than making broad changes. If onboarding CSAT is low, look at time-to-first-value: are customers activating the key features that drive retention?
If support CSAT is low, look at resolution time and first-contact resolution rate. Interactive demos are particularly effective at improving onboarding CSAT because they let customers explore the product at their own pace before and after any call, reducing the volume of follow-up questions that drag out the experience.
How can interactive demos improve CSAT?
Interactive demos enable customers to revisit product education on demand, which eliminates the "I forgot what you showed me" frustration that drives low onboarding CSAT. Instead of relying on a single training session, teams can send a Supademo link that walks customers through workflows step by step, with annotations they can reference any time. Send reported 50% faster user comprehension after replacing static documentation with interactive product walkthroughs. Faster comprehension means fewer support tickets, shorter onboarding cycles, and higher satisfaction scores. See how teams use Supademo for customer success.
Is this CSAT calculator free?
Yes. Supademo's CSAT calculator is completely free to use in your browser with no sign-up required.