AI Agents
AI Copilot
AI Actions
AI ROI Calculator
Email Ticketing System
Shared Inbox Software
Multi Brand Help Desk
Internal Help Desk Software
Trouble Ticketing Software
Mobile Help Desk 
BoldDesk Free Tool
Free CSAT Calculator
Looking for an easy way to measure customer satisfaction? Use our free CSAT calculator online and get insights to improve the customer experience. Just enter your survey results, and we’ll instantly show your score, along with industry benchmarks and tips to improve.
Your CSAT Score
What is Customer Satisfaction Score (CSAT)?
The Customer Satisfaction Score reflects the level of satisfaction customers experience after a specific interaction. It helps SaaS help desks and CX teams track service quality and reduce churn. It’s typically measured by asking:
“How satisfied were you with the support you received?”
The resulting CSAT score offers insights into support quality and helps teams improve response quality, resolution speed, and overall user experience.
Interpreting CSAT Scores
What Your Customer Satisfaction Score Means
Understanding your CSAT score is essential for evaluating customer satisfaction and support team performance. Here’s how to interpret the results:
Below 40%
Needs Improvement
Most customers are unhappy. You may need to improve your support quality, speed, or communication.
40% to 60%
Average
Some customers are satisfied, but there’s room to grow. Focus on consistency and faster resolutions.
60% to 80%
Good
Many customers are happy. Keep doing what works and look for small ways to improve.
Above 80%
Excellent
Most customers are very satisfied. Your support team is doing a great job!
Customer service teams use CSAT feedback to improve support. BoldDesk helps track trends and take action to enhance customer experience.
CSAT Formula
How to Calculate a CSAT Score (Step-by-Step)
A CSAT score is calculated based on customer responses to CSAT surveys. Users typically rate their experience on a scale using the following terms:
- Very Dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very Satisfied
- Very Dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very Satisfied
To calculate your CSAT, add how many customers were satisfied and very satisfied, divide by the total number of responses, and multiply by 100 for your CSAT percentage.
Example
If 80 out of 100 respondents chose “Satisfied” or “Very Satisfied”, your CSAT score is 80%.
Pro Tip: Many SaaS companies and IT help desks track CSAT alongside Net Promoter Score (NPS) and Customer Effort Score (CES) for a complete customer experience metric strategy.
CSAT Score Benchmarks by Industry
Compare your CSAT score with industry standards to measure customer satisfaction. Based on ACSI research, here are typical averages:
|
Industry
|
Average CSAT % |
|
SaaS
|
77%
|
|
E-commerce / Retail
|
80%
|
|
Banking / Finance
|
78%
|
|
Healthcare
|
79%
|
|
Telecom
|
72%
|
|
Hospitality / Travel
|
84%
|
* This information is based on industry research and case studies. Actual scores may vary by business model, audience, and support strategy.
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.
- Ensure their issue is fully resolved.
Use BoldDesk’s CSAT score tool to track customer feedback and boost service quality. Combine insights with AI Actions for automated workflows and leverage the AI Agent to deliver faster, personalized responses that improve CSAT scores.
Want more tips? Read our CSAT best practices.
Frequently Asked Questions
A good CSAT score generally starts at around 75% or above. For example, in SaaS, high‑performing teams often target the 75–85% range, though benchmarks vary by industry based on customer needs and service type.
Send them right after key interactions like support resolution or onboarding. For overall trends, run monthly or quarterly pulse surveys. Automate feedback collection effortlessly using our BoldDesk CSAT Survey.
Use in‑app prompts, email follow‑ups, chat pop‑up windows, SMS, or a signature survey in agent emails.
- CSAT measures satisfaction after a specific interaction.
- NPS gauges long-term loyalty and referral intent.
- CES evaluates how easy it was for users to get their issue resolved.
A robust CSAT tool centralizes feedback, highlights recurring issues, tracks agent performance, correlates CSAT with SLAs and resolution time, and turns insights into actionable workflows for your help desk.
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.
It’s a quick metric to assess service quality and customer delight. 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.
- Track customer feedback effortlessly
- Coach agents for peak performance
- Align support with customer success
- Keep customers happy and loyal
