Calculate Customer Satisfaction Score from your survey responses.
CSAT Score
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Customer Satisfaction Score (CSAT) measures how happy customers are with a specific product, feature, or interaction. It typically asks "How satisfied were you with [X]?" on a scale of 1-5, and reports the percentage of respondents who answered 4 or 5.
Satisfied responses are the ones that scored 4 or 5 on a 5-point scale (or 4-5 on a 5-point, or 7-10 on a 10-point scale). The result is a percentage from 0 to 100.
SaaS average CSAT
75-85%
Good CSAT
85%+
World-class
90%+
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CSAT measures satisfaction with a specific interaction or feature ("How was your experience with X?"). NPS measures overall loyalty and likelihood to recommend the entire product or company.
Right after a specific interaction — checkout, onboarding completion, support ticket resolution, or feature use. Trigger it when the experience is fresh.
For SaaS, 75-85% is average. Above 85% is good, above 90% is excellent. Compare scores across features and over time rather than chasing absolute numbers.