Customer Satisfaction Survey

Feedback

Measure customer satisfaction with rating scales and open-ended follow-up questions.

6 input fields · Conversational mode

When to use this template

CSAT (Customer Satisfaction) surveys are the steady drumbeat of customer feedback — short, frequent, and built to track how customers feel about specific interactions. Unlike NPS which measures loyalty, CSAT measures recent-experience satisfaction, which is what you actually want to optimize after a support ticket, a delivery, or a major release. This template uses the proven three-rating-plus-repurchase-intent format: overall satisfaction, product quality, team responsiveness, and a forward-looking "would you use us again?" question. The two open-ended fields ("What did we do well?" and "What could we improve?") capture qualitative gold without forcing every respondent to write an essay. Conversational mode is the default because CSAT response rates correlate with how easy the survey feels.

Who it's for

SaaS teams measuring satisfaction post-support-ticket or post-onboarding
E-commerce stores running post-purchase satisfaction loops
Service businesses sending CSAT after every engagement
Operations teams tracking CSAT over time as a leading indicator

What you get

Three 1-5 rating scales: overall satisfaction, product quality, team responsiveness
Repurchase-intent multiple-choice question (Definitely / Probably / Not Sure / Probably Not / Definitely Not)
Two open-ended fields capturing qualitative themes without overload
Two-minute average completion time — short enough to maintain response rate
Conversational mode tuned for mobile post-purchase surveys
CSV export aligned for time-series tracking across surveys

Fields in this template

How Are We Doing?Heading

Your feedback helps us improve. This takes about 2 minutes.Paragraph

Overall, how satisfied are you with our service?RatingRequired

How would you rate the quality of our product?RatingRequired

How responsive was our team?RatingRequired

Would you use our service again?Multiple ChoiceRequired

What did we do well?Long Text

What could we improve?Long Text

Customization tips

Send the survey 24-48 hours after the relevant interaction — not immediately, not a week later. The 1-2 day window catches strong impressions before they fade
Add a conditional question that triggers only when overall rating is 1-3 ("What went wrong?") to capture detractor context
Webhook 4-5 ratings to your testimonials pipeline — happy customers are the source of high-quality social proof
Track CSAT over time and segment by customer cohort to spot drift before it shows up in churn
For high-volume teams, sample randomly (every nth interaction) rather than surveying everyone — survey fatigue is real

Frequently asked questions

CSAT vs NPS — which should I use?

Use both, for different jobs. CSAT measures recent-interaction satisfaction (after a ticket, a purchase, an onboarding) and is the right tool for operational quality tracking. NPS measures broader brand loyalty and is better for executive-level strategic signal. Most teams send CSAT after every interaction and NPS quarterly.

Why 1-5 instead of 1-7 or 1-10?

1-5 reduces respondent decision time (fewer options to weigh) without losing meaningful granularity. 1-10 scales bunch around 7-8 and add noise without information. Industry research consistently shows 1-5 is the right scale for satisfaction measurement specifically — keep 1-10 for NPS where the standard demands it.

How often should I survey customers?

Trigger-based, not time-based. Send CSAT after each meaningful interaction (support ticket close, delivery, completed onboarding), but cap any one customer at one survey per 30 days to avoid fatigue. Customers who get surveyed too often start scoring lower, which corrupts your data.

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