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CSAT Calculator

Calculate your Customer Satisfaction Score (CSAT) for free. Enter response counts or individual scores and get an instant result with professional interpretation.

Enter the number of responses in each category:

Benchmarks

Average CSAT by Industry

Compare your score against typical values across different sectors.

Retail
75 - 85%
Hospitality
75 - 85%
Financial Services
70 - 80%
Telecommunications
65 - 75%
Public Services
55 - 70%
Transport
60 - 70%

Source: indicative ranges based on ACSI and Forrester CX Index. Values vary significantly depending on market and measurement method.

Guide

Understanding Customer Satisfaction Score

Everything you need to know about measuring and interpreting CSAT.

What is CSAT and why does it matter?

Customer Satisfaction Score (CSAT) is a direct metric for measuring how satisfied customers are with a specific experience. The result is a percentage between 0 and 100 that shows what share of your customers were happy with the service, product, or interaction. The strength of CSAT lies in its simplicity - it reacts quickly to changes in quality and supports operational management because you can measure it at the level of a specific location, counter, or staff member.

Standard 1-5 scale vs. 1-100 scale

The classic CSAT uses a 1-5 scale, where responses of 4 and 5 are considered satisfied. The kazva.bg platform uses an extended 1-100 scale that captures finer differences in sentiment and reduces the "ceiling effect." On this scale, satisfied customers score above 80, neutral customers fall in the 50-79 range, and scores below 50 indicate dissatisfaction that requires attention. The wider range allows you to track trends that would be lost on a 1-5 scale.

CSAT, NPS, and CES - which to use when

CSAT answers the question "How satisfied are you?" and is suited for evaluating a specific customer touchpoint. NPS answers "How likely are you to recommend us?" and measures overall loyalty. CES (Customer Effort Score) measures how easy it was for the customer to resolve their issue. These three metrics are not mutually exclusive - most mature feedback programs use them together: CSAT for operational quality, NPS for strategy, CES for processes.

How to collect CSAT data

Effective CSAT measurement requires feedback to be collected immediately after the interaction, while the experience is fresh. Common channels include QR codes at counters and on site, email and SMS after a purchase, in-app forms, and prompts after a support contact. Aim for a response rate above 20% to ensure statistical reliability, and measure continuously rather than in one-off snapshots - the trend matters more than a single reading because it shows whether your efforts are leading to improvement.

FAQ

Frequently Asked Questions

What is CSAT?
CSAT (Customer Satisfaction Score) is one of the most widely used metrics for measuring customer satisfaction. It captures the percentage of customers who were satisfied after a specific interaction - a purchase, visit, service experience, or support contact. Unlike NPS, which measures long-term loyalty, CSAT is a snapshot of a specific experience and therefore reacts quickly to changes in service quality.
How is CSAT calculated?
CSAT % = (number of satisfied customers / total responses) × 100. First, classify responses as satisfied, neutral, or dissatisfied based on the score. Then divide the number of satisfied customers by the total number of responses received and multiply by 100. The result is a percentage between 0 and 100, showing what share of your customers were satisfied.
What is a good CSAT score?
A score above 80% is considered excellent and indicates that most of your customers are happy with the service. 60-80% is good with room to grow, 40-60% is satisfactory and signals systemic issues, and below 40% is critical and requires immediate action. Always benchmark against your own sector - public services typically score lower than retail without that meaning worse service.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific experience ("How satisfied are you with the service?"), while NPS measures overall willingness to recommend ("How likely are you to recommend us?"). CSAT reacts quickly to changes in the quality of individual customer touchpoints and is suited for operational management. NPS is more strategic - it shows long-term loyalty and brand health. The two metrics complement each other: CSAT tells you what to fix today, NPS tells you whether your efforts are paying off in the long run.
How does kazva.bg measure CSAT?
kazva.bg uses a 1-100 scale instead of the traditional 1-5, because the wider range captures nuances that a coarser scale would miss. On this scale, satisfied customers score above 80, neutral customers fall in the 50-79 range, and scores below 50 come from dissatisfied customers who require attention. Feedback is collected in real time via QR codes on site, web forms, and a mobile app, so management always has up-to-date data and alerts on critical scores.

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