What is a CSAT score (customer satisfaction score)?
A CSAT score, short for customer satisfaction score, is the share of customers who rate an order or a support reply 4 or 5 out of 5. Ask 50 shoppers how their order went, and if 40 answer 4 or 5, your CSAT score is 80%. It scores one moment, not how shoppers feel about your store overall.
How do you calculate a CSAT score?
The CSAT score calculation is answers of 4 or 5 ÷ all answers × 100. Say those 50 shoppers gave 22 fives, 18 fours, 6 threes, 3 twos and 1 one. Then (22 + 18) ÷ 50 × 100 = 80%. Keep the threes in the total, as SurveyMonkey's guide says. Record how many answered too: 80% from 5 answers tells you less than 80% from 50. Some tools print the average rating instead, and these answers average 4.1, not 80%.
What is a good CSAT score?
The CSAT score range runs from 0% to 100%, and guides put the start of good between 70% and 80%. SurveyMonkey calls 70% to 85% good and anything above excellent. Koji says good is 80% or above. Under 70% deserves a closer look. Your best yardstick is your own last quarter, asked the same way at the same moment.
What is the average CSAT score?
Guides give different averages for retail and ecommerce: SurveyMonkey says the 70s to the 80s, Shopify's blog 79% and Koji about 82%. Shopify's 79% matches the January 2026 score of the American Customer Satisfaction Index for online retailers. That index runs from 0 to 100 and comes from a statistical model, not the share who answered 4 or 5. SurveyMonkey says to compare with another company's score only if you know its scale, what it counts as a good answer and when it asks.
How do you improve your CSAT score?
Sort every answer of 1, 2 or 3 by cause, such as a late parcel or a return that took three emails, and fix the cause that comes up most. Write back to each unhappy shopper, starting from these customer service email templates. Ask one question with an optional comment line, right after a support reply or a few days after delivery, timed as in the review request email guide.
Shopper reviews, with Sledge
Sledge does not send surveys or work out a CSAT score. Sledge reviews collect a star rating, a written review and up to five photos on your product pages. On any paid plan, Growth Intelligence can flag when few of your products have reviews. Its suggested fixes add up to one dollar total, labeled "Est. potential", for the sales they could add each month.
