Work out your customer satisfaction score from survey ratings, see the full spread of responses, and calculate customer effort score too. Free, no sign-up.
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Four survey results worked through, including why the headline score is not the whole story.
100 responses to "How satisfied were you with this conversation?"
Ratings 1 to 5: 5, 5, 10, 30, 50.
30 + 50 = 80 satisfied responses out of 100, a CSAT score of 80%. The average rating is 4.15 out of 5.
Your helpdesk only reports the headline counts.
412 satisfied responses out of 500.
412 / 500 x 100 = a CSAT score of 82.4%.
Two teams that both score 80%.
Team A: 0, 10, 10, 80, 0. Team B: 10, 5, 5, 10, 70.
Both are 80% CSAT, but Team B has 10% of customers at "very unsatisfied" and Team A has none. Always look at the spread, not just the headline score.
100 responses on a 1 to 7 scale, where 7 means very easy.
Ratings 1 to 7: 2, 3, 5, 10, 20, 30, 30.
The average is 5.53 out of 7. 80% found it easy (5 to 7) and 10% found it hard (1 to 3).
General rules of thumb. Your industry, survey timing and channel all shift what a typical score looks like.
Most support teams land somewhere between 70% and 85%. Scoring above 80% consistently is a good sign as a general rule of thumb.
Read the comments on the 1 and 2 ratings first. Low scores usually cluster around a few specific problems, like slow first replies or one confusing policy.
On a 1 to 7 scale where 7 is very easy, an average above 5.5 suggests customers rarely struggle. Below 4.5 points to friction worth fixing.
CSAT varies with survey timing, wording and channel. Track your own score over time and compare teams using the same survey, not against someone else's number.
Bund AI answers your customers on web chat and email in seconds, from your own help content, and passes anything it can't handle to your team with the full conversation, so nobody has to repeat themselves.