Calculate your Customer Satisfaction Score (CSAT) instantly.
(e.g., customers who rated 4 or 5 stars)
0%
Total Surveyed
0
Happy Customers
0
Unsatisfied/Neutral
0
function calculateSatisfaction() {
// 1. Get Input Values using var
var totalInput = document.getElementById("totalResponses").value;
var positiveInput = document.getElementById("positiveResponses").value;
var resultBox = document.getElementById("resultBox");
var scoreDisplay = document.getElementById("scoreDisplay");
var verdictText = document.getElementById("verdictText");
var progressBar = document.getElementById("progressBar");
var displayTotal = document.getElementById("displayTotal");
var displayPositive = document.getElementById("displayPositive");
var displayNegative = document.getElementById("displayNegative");
// 2. Validate Inputs
if (totalInput === "" || positiveInput === "") {
alert("Please enter both the Total Responses and Positive Responses.");
return;
}
var total = parseFloat(totalInput);
var positive = parseFloat(positiveInput);
if (isNaN(total) || total <= 0) {
alert("Total responses must be a valid number greater than zero.");
return;
}
if (isNaN(positive) || positive total) {
alert("Positive responses cannot exceed the Total number of responses.");
return;
}
// 3. Calculation Logic
var satisfactionRate = (positive / total) * 100;
var negativeCount = total – positive;
// 4. Update UI
resultBox.style.display = "block";
scoreDisplay.innerHTML = satisfactionRate.toFixed(1) + "%";
// Update Grid Metrics
displayTotal.innerHTML = total.toLocaleString();
displayPositive.innerHTML = positive.toLocaleString();
displayNegative.innerHTML = negativeCount.toLocaleString();
// Update Progress Bar
progressBar.style.width = satisfactionRate + "%";
// 5. Determine Verdict and Color
var verdict = "";
var color = "";
if (satisfactionRate >= 80) {
verdict = "Excellent Satisfaction";
color = "#27ae60"; // Green
} else if (satisfactionRate >= 60) {
verdict = "Good Satisfaction";
color = "#f39c12"; // Orange
} else {
verdict = "Needs Improvement";
color = "#c0392b"; // Red
}
verdictText.innerHTML = verdict;
verdictText.style.color = color;
scoreDisplay.style.color = color;
progressBar.style.backgroundColor = color;
}
Understanding Satisfaction Rate Calculations
Calculating your Satisfaction Rate, often referred to as the Customer Satisfaction Score (CSAT), is a fundamental metric for understanding how happy your customers, employees, or users are with your products or services. Unlike complex financial formulas, the satisfaction rate is a direct percentage representation of positive feedback against the total volume of feedback collected.
The Satisfaction Rate Formula
The core logic behind calculating satisfaction is straightforward. It isolates the number of positive interactions and compares them to the total sample size.
For example, if you send out a survey to 200 customers regarding a recent support ticket, and 150 customers rate their experience as "Satisfied" or "Very Satisfied," the calculation is:
Step 1: Divide 150 (Positive) by 200 (Total) = 0.75
Step 2: Multiply 0.75 by 100 = 75%
What Counts as a "Positive" Response?
When measuring satisfaction, defining what constitutes a "positive" response is critical to data integrity. In most 5-point Likert scale surveys (1 to 5 stars), only the top two boxes are considered positive:
5 Stars (Very Satisfied): Counted as Positive
4 Stars (Satisfied): Counted as Positive
3 Stars (Neutral): Usually counted as Non-Positive
1-2 Stars (Dissatisfied): Counted as Non-Positive
Why is Satisfaction Rate Important?
Tracking this metric provides actionable insights into the health of your organization:
Customer Retention: High satisfaction rates correlate directly with lower churn rates. Satisfied customers are less likely to switch to competitors.
Revenue Growth: Happy customers tend to spend more and are more likely to refer others (Word of Mouth marketing).
Operational Efficiency: A low score can highlight specific friction points in your process, such as slow shipping, poor support response times, or product defects.
Benchmarking Your Score
While a 100% satisfaction rate is the theoretical goal, it is rarely achievable at scale. Benchmarks vary significantly by industry:
Excellent (80% – 100%): Indicates world-class service and high customer loyalty.
Good (60% – 79%): Most businesses fall in this range. It indicates generally happy customers but room for improvement.
Poor (Below 60%): Suggests systemic issues that need immediate attention to prevent customer loss.
How to Improve Your Satisfaction Rate
If your calculation shows a lower rate than expected, consider these strategies:
Reduce Response Times: Speed is a primary driver of satisfaction in support scenarios.
Close the Feedback Loop: Follow up with customers who gave neutral or negative ratings to resolve their specific issues.
Simplify Processes: Reduce the effort required for customers to buy, return, or get help (Customer Effort Score).