Feedback
Customer satisfaction (CSAT)
CSAT works when it's asked immediately and takes one tap. This is that, with an optional comment for the people who want to say more.
- Questions
- 2
- Takes about
- 1 min
- Style
- One at a time
- Scoring
- None
Free, no card. It lands in your workspace as an editable draft.
What's in it
How was that?
Welcome screen
- 1
How satisfied were you with that?*
Opinion scale
- 2
Anything you'd like to add?
Long text
Thanks
Ending
How to use this template
Open it as a draft
Press "Use this template" and it lands in your workspace as an editable form with all 2 questions already in it. No card, and nothing is published until you say so.
Cut what you do not need
Every question you remove is one fewer reason to abandon the form. It takes about 1 minutes to fill in as it stands, and that is the number worth protecting.
Add from the question bank
Pick what you are missing from the questions below. Drag any of them in, change the wording, and use conditional logic so people only see the ones that apply to them.
Share it, or put it on your own site
Publish to get a link, or embed it in a page you already have. Answers arrive in your dashboard, and you can send them on to anywhere else with a webhook or an integration.
32 csat survey form questions to choose from
Customer satisfaction scores work best immediately after something specific: a support ticket, a delivery, a call. Ask a week later and you are measuring memory rather than experience.
One rating, one open follow-up, and a way to rescue the bad ones. That is the whole form.
The rating
- How satisfied were you with this? (1 to 5)
- How would you rate the help you received?
- Did we solve your problem?
- How easy was it to get what you needed? (Very easy to very hard)
- How satisfied are you with how long it took?
- How well did we explain things?
- Did you have to repeat yourself?
- Would you contact us again the same way?
Why
- What is the main reason for your rating?
- What went well?
- What could have gone better?
- Was there anything that surprised you?
- Did anything take longer than you expected?
- Was there anything we got wrong?
- What would have made this a 5?
- Is there anything we could have done sooner?
The interaction itself
- Who helped you?
- How did you get in touch? (Email, chat, phone)
- How many times did you have to contact us about this?
- How long did it take to get a first reply?
- How long until it was resolved?
- Was the person helpful and polite?
- Did they understand the problem?
- Was anything promised that did not happen?
Following up
- Would you like someone to get back to you?
- What is your email address?
- Is the issue fully resolved now?
- Is there anything still outstanding?
- Would you recommend us based on this?
- Can we use your comments to train the team?
- Would you be happy to be quoted?
- Anything else you want to say?
CSAT Survey form questions, answered
- What is a good CSAT score?
- Above 80 percent satisfied is generally healthy for support. The more useful reading is the trend and the distribution: a stable 85 percent with a small group of furious outliers is a different problem from an even spread at the same average.
- What is the difference between CSAT and NPS?
- CSAT measures one specific interaction and is asked right after it. NPS measures how somebody feels about you overall and is asked periodically. They answer different questions and neither replaces the other.
- When should I send a CSAT survey?
- Immediately after the thing you are measuring, while it is still fresh. A support survey sent the moment a ticket closes gets several times the response of one sent the following week.
- Should a CSAT survey use 1 to 5 or 1 to 10?
- Five. It is faster to answer, easier to interpret, and the extra granularity of a ten-point scale is mostly noise at this length. Keep whatever you pick consistent so the trend stays comparable.
- Is this csat survey form template free?
- Yes. Use it, publish it and collect answers on the free plan with no card. Paid plans add things like payments, scheduling, removing our badge and your own domain, but none of them are needed to run this form.
- Do I need an account to use it?
- You need one to edit and publish, because the form has to live somewhere and the answers have to come back to you. Signing up takes about a minute and does not ask for a card. The people filling your form in never need an account.
- Can I change the questions?
- All of them. The template is a starting point, not a fixed form: add, remove, reword and reorder anything, change the look, and use logic so people only see the questions that apply to them.
- Can I put it on my own website?
- Yes. Embed it in a page you already have, or share the link. On a paid plan you can serve it from your own domain so the address says your name rather than ours.
- Where do the answers go?
- Into your dashboard, where you can read, search and export them as CSV. You can also have each response emailed to you, pushed to another tool with a webhook, or sent to a connected integration.
- How long does this form take to fill in?
- About 1 minutes as it stands, across 2 questions. Every question you cut brings that down, and shorter forms get finished more often.
Worth reading next
- 30 Customer Feedback Questions That Get Real AnswersQuestions grouped by what you are trying to learn, and the wording changes that stop people giving you polite nothing.
- 18 Survey Question Types, and When Each One Earns Its PlaceMultiple choice, scales, matrices, rankings and open text, with the specific failure mode of each and how to avoid it.
- What to do with two hundred open text answersThe most valuable question on most forms is the one nobody reads, because reading it properly takes an afternoon nobody has.