Customer Satisfaction (CSAT) Survey Template
CSAT measures satisfaction with one specific moment rather than the whole relationship. Keep it short and trigger it within a day of the interaction. This five-question template gives you a comparable score plus the reasons behind it, and can route happy customers to Google or Trustpilot.
The 5 questions
- 1.
How satisfied were you with your experience today?*
1 to 5 stars
- 2.
How easy was it to get what you needed?
Very difficult · Difficult · Neutral · Easy · Very easy
- 3.
Did the experience meet your expectations?
Choose one: Fell short / Met expectations / Exceeded expectations
- 4.
What worked well?
Open text
- 5.
What could we improve?
Open text
Tips for using this template
- Name the interaction in the first question ("your visit on Tuesday", "your support chat") so people rate that and not the brand.
- Use the same 5-point scale on every CSAT survey so scores are comparable across touchpoints.
- Turn on a review-platform integration to invite 4 and 5 star respondents to leave a public review.
Frequently asked questions
How is CSAT calculated?
CSAT is the percentage of respondents who chose the top two options (4 or 5 stars) out of all respondents.
CSAT or NPS?
CSAT for a specific interaction, NPS for the overall relationship. Most teams run both.