Customer service
40 Customer Feedback Survey Questions (By Goal)
40 customer feedback survey questions grouped by goal, plus rules for writing unbiased questions, choosing scales and keeping surveys short enough to finish.
CSAT & CES Calculator
Turn survey answers into a CSAT percentage or a Customer Effort Score, and see how the ratings are spread across the scale.
Survey type
Numbers separated by spaces, commas or line breaks. Click the button to fill the counts above.
CSAT score83.3%
Share of responses rating 4 or 5 (satisfied or very satisfied).
- Responses
- 150
- Average rating
- 4.27 / 5
- Dissatisfied (1–2)
- 6.7%
| 1 – Very dissatisfied | 3% | |
|---|---|---|
| 2 – Dissatisfied | 4% | |
| 3 – Neutral | 10% | |
| 4 – Satisfied | 30% | |
| 5 – Very satisfied | 53% |
Runs entirely in your browser. No data is sent to a server.
How it works
- Choose CSAT (1–5 satisfaction scale) or CES (1–7 agreement scale).
- Enter how many responses you received for each rating, or paste the raw ratings and click the count button.
- Read the CSAT percentage (share of 4s and 5s) or the CES average, plus the distribution.
FAQ
How do you calculate a CSAT score?
The common method is top-2-box: CSAT = responses rating 4 or 5 ÷ all responses × 100. Some teams report the average rating instead, so always say which method you use.
How is the Customer Effort Score calculated?
On a 1–7 agreement scale with a statement like “The company made it easy to handle my issue”, CES is usually the average rating. Many teams also track the share who agree (5–7).
When should I use CSAT instead of NPS?
Use CSAT right after a specific interaction, such as a delivery or support ticket. NPS asks about the relationship as a whole and suits periodic surveys.
Why does my CSAT differ from my average rating?
They measure different things. CSAT counts only satisfied customers, while the average is pulled down by every low score. Looking at both, plus the distribution, gives the full picture.