Work out customer satisfaction score instantly with clear inputs, formula shown and shareable results.
Satisfaction score is the share of respondents choosing the top satisfaction options. The response rate matters just as much, because low response rates skew towards the very happy and the very angry.
Satisfaction score
CSAT = satisfied responses / total responses × 100; response rate = responses / surveys sent
Figures are estimates based on the inputs given. Marketing performance, platform fees and conversion behaviour vary by audience, channel and season. Use this as a planning guide, not a forecast.
A 5% response rate tells you about the extremes, not the middle. Interpret high scores from thin samples cautiously.
Satisfaction is transactional and immediate; the promoter score measures overall relationship and advocacy.