.csat-calculator-wrapper {
font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif;
max-width: 800px;
margin: 0 auto;
padding: 20px;
background: #f9f9f9;
border: 1px solid #e0e0e0;
border-radius: 8px;
}
.csat-header {
text-align: center;
margin-bottom: 25px;
}
.csat-header h2 {
color: #2c3e50;
margin: 0;
}
.csat-row {
display: flex;
flex-wrap: wrap;
gap: 20px;
margin-bottom: 15px;
}
.csat-col {
flex: 1;
min-width: 250px;
}
.csat-label {
display: block;
margin-bottom: 8px;
font-weight: 600;
color: #34495e;
}
.csat-input {
width: 100%;
padding: 12px;
border: 1px solid #bdc3c7;
border-radius: 4px;
font-size: 16px;
box-sizing: border-box;
}
.csat-input:focus {
border-color: #3498db;
outline: none;
}
.csat-btn {
width: 100%;
padding: 14px;
background-color: #27ae60;
color: white;
border: none;
border-radius: 4px;
font-size: 18px;
font-weight: bold;
cursor: pointer;
transition: background-color 0.3s;
margin-top: 10px;
}
.csat-btn:hover {
background-color: #219150;
}
.csat-result-box {
margin-top: 25px;
padding: 20px;
background: #ffffff;
border: 1px solid #dcdcdc;
border-radius: 6px;
text-align: center;
display: none;
}
.csat-score-display {
font-size: 36px;
font-weight: bold;
color: #2c3e50;
margin: 10px 0;
}
.csat-analysis {
font-size: 16px;
color: #7f8c8d;
}
.csat-error {
color: #c0392b;
font-weight: bold;
margin-top: 10px;
display: none;
text-align: center;
}
/* Article Styles */
.csat-article {
max-width: 800px;
margin: 40px auto;
font-family: inherit;
line-height: 1.6;
color: #333;
}
.csat-article h2 {
color: #2c3e50;
margin-top: 30px;
border-bottom: 2px solid #ecf0f1;
padding-bottom: 10px;
}
.csat-article ul {
margin-bottom: 20px;
}
.csat-article li {
margin-bottom: 10px;
}
.csat-highlight {
background-color: #e8f6f3;
padding: 15px;
border-left: 4px solid #1abc9c;
margin: 20px 0;
}
function calculateCSAT() {
var totalInput = document.getElementById("totalSurveys");
var positiveInput = document.getElementById("positiveSurveys");
var resultBox = document.getElementById("resultBox");
var scoreDisplay = document.getElementById("scoreDisplay");
var analysisText = document.getElementById("analysisText");
var errorBox = document.getElementById("errorMessage");
var total = parseFloat(totalInput.value);
var positive = parseFloat(positiveInput.value);
// Reset display
errorBox.style.display = "none";
resultBox.style.display = "none";
// Validation
if (isNaN(total) || isNaN(positive)) {
errorBox.innerText = "Please enter valid numbers for both fields.";
errorBox.style.display = "block";
return;
}
if (total <= 0) {
errorBox.innerText = "Total responses must be greater than zero.";
errorBox.style.display = "block";
return;
}
if (positive total) {
errorBox.innerText = "Positive responses cannot exceed the total number of responses.";
errorBox.style.display = "block";
return;
}
// Calculation
var rate = (positive / total) * 100;
var roundedRate = rate.toFixed(1);
// Analysis Logic
var analysis = "";
var color = "";
if (rate >= 80) {
analysis = "Excellent! Your customers are highly satisfied.";
color = "#27ae60"; // Green
} else if (rate >= 70) {
analysis = "Good. You are meeting industry standards, but there is room for growth.";
color = "#2980b9"; // Blue
} else if (rate >= 50) {
analysis = "Average. A significant portion of your customers are neutral or unhappy.";
color = "#f39c12"; // Orange
} else {
analysis = "Needs Improvement. Immediate action is recommended to improve customer experience.";
color = "#c0392b"; // Red
}
// Display Result
scoreDisplay.innerText = roundedRate + "%";
scoreDisplay.style.color = color;
analysisText.innerText = analysis;
resultBox.style.display = "block";
}
How to Calculate Satisfaction Rate (CSAT)
Understanding how satisfied your customers or employees are is crucial for business growth and retention. The Satisfaction Rate, most commonly measured as the Customer Satisfaction Score (CSAT), provides a quantitative metric to gauge sentiment regarding a specific product, service, or interaction.
The Satisfaction Rate Formula
The standard method to calculate satisfaction rate is relatively simple. It focuses on the percentage of respondents who report a positive experience compared to the total number of respondents.
Formula:
(Number of Positive Responses ÷ Total Number of Responses) × 100 = Satisfaction Rate %
Step-by-Step Calculation Guide
- Define "Positive": In a typical 5-point scale survey (1 being "Very Dissatisfied" and 5 being "Very Satisfied"), positive responses are usually defined as the "Top 2 Box" scores (4 and 5). If you use a simple Yes/No survey, "Yes" is the positive response.
- Count Total Responses: Sum up every response you received, regardless of the score.
- Count Positive Responses: Sum up only the responses that meet your "Positive" criteria (e.g., only the 4s and 5s).
- Divide and Multiply: Divide the positive count by the total count, then multiply by 100 to get the percentage.
Practical Example
Imagine you sent out a post-purchase survey to 200 customers asking, "How satisfied were you with your checkout experience?" on a scale of 1 to 5.
- 5 Stars (Very Satisfied): 90 customers
- 4 Stars (Satisfied): 50 customers
- 3 Stars (Neutral): 30 customers
- 2 Stars (Dissatisfied): 20 customers
- 1 Star (Very Dissatisfied): 10 customers
To calculate the satisfaction rate:
- Total Responses: 200
- Positive Responses (4 & 5 Stars): 90 + 50 = 140
- Calculation: (140 ÷ 200) = 0.70
- Result: 0.70 × 100 = 70%
This results in a CSAT score of 70%, indicating a generally good performance, though it suggests that 30% of customers were less than satisfied.
Why This Metric Matters
Calculating your satisfaction rate is not just about vanity metrics. A high satisfaction rate correlates strongly with:
- Customer Retention: Satisfied customers are more likely to return.
- Word of Mouth: High CSAT scores often lead to organic referrals.
- Revenue Growth: Reducing churn is often cheaper than acquiring new customers.
What is a Good Satisfaction Rate?
Benchmarks vary by industry, but generally, a score between 75% and 85% is considered good. Scores above 90% are exceptional. If your calculator result is below 70%, it may indicate underlying issues with your product quality or customer service processes.