CSAT SURVEY AND CALCULATION WORKSHEET
Original ShowMeYourSaaS resource — 2026-10-27
Guide: https://showmeyoursaas.com/articles/customer-satisfaction-score/

DEFINE THE EXPERIENCE BEFORE SENDING A SURVEY
Interaction or task being rated:
Who is eligible, and what have they had an opportunity to experience?
Person or account unit:
Invitation trigger and survey window:
How duplicate/revised responses will be treated:
Who is missed by this trigger (for example, people blocked before completion)?
Invitation-frequency owner:

ORIGINAL FICTIONAL QUESTION EXAMPLE
Thinking about the project brief you just submitted, how satisfied were you
with that submission experience?
1 — very dissatisfied
2 — dissatisfied
3 — neither satisfied nor dissatisfied
4 — satisfied
5 — very satisfied
Optional follow-up: What most affected the rating you chose?
Optional context: What were you trying to accomplish?
Explain any follow-up contact separately and make that choice clear.

COMMON TOP-TWO-BOX CALCULATION
CSAT (%) = (ratings 4 + ratings 5) / all valid ratings 1–5 × 100.
Keep neutral and dissatisfied ratings in the denominator. Keep unanswered
invitations separate. Changing the positive threshold changes the measure.
An empty survey has undefined CSAT, not a score of zero.

ORIGINAL SYNTHETIC EXAMPLE — NOT CUSTOMER RESULTS
Rating 1: 1 response
Rating 2: 2 responses
Rating 3: 3 responses
Rating 4: 8 responses
Rating 5: 6 responses
Valid responses = 1+2+3+8+6 = 20.
Satisfied responses = 8+6 = 14.
CSAT = 14/20 × 100 = 70%.
Weighted rating sum = 1+4+9+32+30 = 76.
Average rating = 76/20 = 3.8 out of 5; this is not the CSAT percentage.
If 80 eligible people were invited, rated-response rate = 20/80 = 25%.
The 60 people who did not answer have unknown views.
One rating moving from 3 to 4 changes this wave by 5 percentage points.

POOLING TWO COMPARABLE WAVES
Wave A: 14 satisfied / 20 valid = 70%.
Wave B: 2 satisfied / 4 valid = 50%.
Pooled count calculation: 16/24 = 66.67%, rounded.
Unweighted mean: (70+50)/2 = 60%; that answers a different weighting question.
Pool only when the question, population, scale, and timing support a combined
view. Preserve the separate waves and their distributions.

REVIEW CARD
Counts for each rating:
Satisfied / valid / invited:
CSAT and rated-response rate, with denominators:
Changes in wording, eligibility, timing, or collection:
Observed task failures and representative comments:
Interpretations to investigate:
One next improvement question:
Owner, action, and review date:
CSAT does not establish NPS, product-market fit, causality, or future retention.

Concept sources, checked 2026-10-27:
https://help.surveymonkey.com/en/surveymonkey/create/csat-surveys/
https://www.qualtrics.com/articles/customer-experience/what-is-csat/
The question wording, data, and review fields above are original examples.