Enter how many customers picked each rating from 1 to 5. Get your customer satisfaction score, your average rating and what to fix first.
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Enter how many survey responses you got for each score.
Your CSAT score · Good
87.5%
Solid and around where healthy ecommerce teams sit. Look at your 1–3 ratings: they usually share one or two causes.
Responses
200
Satisfied (4–5)
175
Average score
4.38 / 5
The fastest way to raise CSAT: reply faster.
Slow first responses drag CSAT down more than almost anything else. Relay answers eligible tickets in under 30 seconds, 24/7, with the real order data, and escalates the sensitive ones to your team before they turn into a 1-star rating.
CSAT = (number of 4 and 5 ratings ÷ total number of responses) × 100.
Only 'satisfied' (4) and 'very satisfied' (5) responses count as positive. Neutral 3s count against you. That's on purpose: a customer who felt 'fine' about a support interaction is not a customer you've won.
Example: 200 responses, of which 60 are 4s and 115 are 5s. CSAT = 175 ÷ 200 × 100 = 87.5%.
Most benchmarks put healthy ecommerce support teams somewhere in the high 70s to high 80s. Above 90% is excellent. Below 70% usually points to a structural problem: slow replies, a refund policy customers find unfair, or answers that don't match what's in the order.
Compare yourself to your own trend first. A drop of 5 points in a month tells you more than any industry average.
CSAT measures satisfaction with one interaction, like a support ticket. NPS measures overall loyalty to your brand: how likely a customer is to recommend you. Use CSAT to manage your support team and NPS to track the brand.
At least 50 to 100 responses per period before reading too much into the number. With fewer, a handful of ratings can swing the score by several points.
Either works. A 1–5 scale gives you more detail; a binary scale gets more responses. Pick one and keep it consistent so your trend stays comparable.
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