CSAT, Top-2-Box and Likert Scale Calculator
Turn rating-scale answers into CSAT, top-box, top-2-box, bottom-2-box, net scores, means and confidence intervals. Works for 5, 7, 10 and 11-point scales.
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How to use the CSAT and Likert scale calculator
- Choose your scale: 5, 7, 10 or 11 points.
- Enter how many respondents chose each point, from lowest to highest, or paste the raw answers.
- Read the top-2-box score (CSAT on a 5-point scale), the mean, and the net score, each with a confidence interval.
CSAT, top-box and top-2-box explained
| Measure | Definition | When to use it |
|---|---|---|
| CSAT | % answering 4 or 5 on a 5-point satisfaction scale | Customer service and transactional surveys |
| Top box | % choosing the single highest point | Purchase intent ("definitely would buy"), where only the strongest answer predicts behaviour |
| Top-2-box | % choosing the two highest points | The most common summary of agreement and satisfaction |
| Bottom-2-box | % choosing the two lowest points | Spotting dissatisfaction and risk |
| Net score | Top-2-box minus bottom-2-box | One balanced number, similar in spirit to NPS |
| Mean | Average of the scores | Detecting small shifts; uses all the information in the scale |
Mean or top-2-box?
Report both. Box scores are easy to explain and match how most clients think ("6 in 10 are satisfied"). Means are more sensitive to change, because a shift from 2 to 3 counts even though neither is in the top box. Purists note that Likert points are ordinal, so means assume equal spacing between points. In practice, means of 5-point or longer scales behave well, and the calculator shows the median as a check.
Worked example
A 7-point satisfaction scale answered by 400 hospital pharmacists gives counts of 6, 11, 24, 58, 96, 121 and 84.
- Top-2-box: (121 + 84) ÷ 400 = 51.25%
- Bottom-2-box: (6 + 11) ÷ 400 = 4.25%
- Mean: 5.3 out of 7 (2,126 ÷ 400)
Press Example to load it and see the confidence intervals.
Rating scales across countries
Response styles differ between cultures. Respondents in some markets avoid the extremes, while others favour them. That shifts box scores more than means. In multi-country studies, compare each country with its own past results, or standardise scores within country before comparing.
Frequently asked questions
How do you calculate CSAT?
Divide the number of customers who answered 4 or 5 on a 5-point satisfaction question by the total number of answers, and multiply by 100.
What is a good CSAT score?
Many service teams treat 75–85% as healthy, but it depends heavily on industry, channel and country. Your own trend is the most useful benchmark.
Should "don't know" be in the base?
Usually not. Exclude "don't know" and "not applicable" from the base and report their share separately.
How do I compare two top-2-box scores?
Use the significance calculator with the two percentages and their bases.
Need the respondents, not just the numbers?
Global Vox Populi runs quantitative and qualitative fieldwork in 170+ countries through its own proprietary panels of consumers, B2B and IT decision-makers, physicians, nurses, patients, caregivers and payers. ISO 9001, ISO 20252 and ISO/IEC 27001 certified and HIPAA compliant, following ESOMAR and Insights Association guidelines.
Check feasibilityLink to this tool
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<a href="https://globalvoxpopuli.com/tools/csat-likert-scale-calculator/">CSAT & Likert Scale Calculator</a> by Global Vox Populi