A ready-to-use conversational survey

CSAT survey template

A short CSAT survey about one interaction. Customers with nothing left open finish in a few taps; the rest say what's outstanding and can ask for a follow-up.

9 questionsAbout 3 min3 branches2 endingsRead the template guide

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Free to customize. No code needed.

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The real thing. Go ahead, try it.

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Customer satisfaction (CSAT)

0% complete

How did that go? A couple of questions while it's fresh.

What are you rating today?

What's inside

Every question, and where it leads

Single select
Rating
Opinion scale
Yes / No
Long text
Email
Short text

The conversation

What a respondent is asked, in order.

How did that go? A couple of questions while it's fresh.

What are you rating today?

Single selectrequired

How satisfied were you overall?

Ratingrequired

How easy was it to get what you needed?

Opinion scalerequired

Is everything sorted, with nothing left outstanding?

Yes / Norequiredsplits the flow

What's still outstanding?

Long textrequiredif resolved is No

What got in the way?

Single selectoptionalif resolved is No

Would you like someone to pick this up with you?

Yes / Norequiredif resolved is Nosplits the flow

Where can they reach you?

Emailrequiredsometimes asked

What's the main reason for the score you gave?

Short textoptionalif resolved is Yes

Endings

Thanks for telling us ⭐

Someone will be in touch 📮

The flow

Where each answer leads. Every route here is editable once the form is yours.

How did that go? A couple of questions while it's fresh.

2What are you rating today?*

Single select

3How satisfied were you overall?*

Rating

4How easy was it to get what you needed?*

Opinion scale

5Is everything sorted, with nothing left outstanding?*

Yes / No

Is everything sorted, with nothing left outstanding?

Yes

6What's still outstanding?*

Long text

7What got in the way?

Single select

8Would you like someone to pick this up with you?*

Yes / No

Would you like someone to pick this up with you?

No, I'll manage

otherwise

9Where can they reach you?*

10What's the main reason for the score you gave?

Short text

Thanks for telling us ⭐

Someone will be in touch 📮

A labelled route is taken only by answers matching the label

A little guidance

Make the most of your next ask.

Questions to consider for your csat survey

Which single interaction is this survey about, and can you name it instead of asking?
Do you want the effort question as well, or is satisfaction alone enough for your reporting?
Who picks up the unresolved cases, and how quickly can they reply?
Will you count 4 and 5 stars as satisfied, and keep that rule every time you report?

How to use the responses

Work the follow-up requests first, since those customers are still stuck. For reporting, the usual CSAT figure is the share of 4 and 5 star answers, tracked per touchpoint so a bad week in delivery doesn't hide inside a good week in support. The friction reasons from unresolved answers are the list to take to the team that owns the process.

How to customize and share this template

1Edit the touchpoint options to the interactions you measure, or remove the question and send one survey per interaction.
2Change the friction reasons to the ways things go wrong in your own process.
3Send the link straight after the interaction, for example when a chat closes or an order is delivered.

Frequently asked questions

What is a CSAT survey?

A customer satisfaction (CSAT) survey asks customers to rate how satisfied they were with a specific interaction, usually on a 1 to 5 scale. It is short by design and sent right after the moment it asks about.

How do you calculate a CSAT score?

The common method is the number of satisfied responses, meaning 4 or 5 out of 5, divided by all responses, shown as a percentage. Export the answers to CSV to work it out per touchpoint.

What's the difference between CSAT, CES and NPS?

CSAT measures satisfaction with one interaction, CES measures how easy it was, and NPS measures how likely someone is to recommend you overall. This template includes an effort question alongside the CSAT rating.

How many questions should a CSAT survey have?

As few as possible, usually under six. This one asks five short questions when everything is sorted and only asks more when something is still open.