Pick from proven CSAT questions grouped by what you want to learn, then download your survey as a PDF. Free, no signup.
Six are pre-selected as a solid default survey. Tick or untick to shape your own.
Start here. One of these belongs in every survey — it is the number you will track over time.
Use when you want to know whether the thing you delivered was actually good.
The most common source of low scores. People forgive slow work far more readily than silence.
Send within the first two weeks. Problems caught here are cheap to fix; caught at renewal they are not.
These predict revenue better than satisfaction alone. Someone can be satisfied and still leave.
Customer-effort questions often expose friction that satisfaction scores hide.
End with one open question. It is where the useful, quotable answers come from.
Keep it to five to seven questions. Every extra question costs you responses, and the people willing to sit through twenty are not a representative sample of your customers — you end up hearing from the delighted and the furious while the quietly-drifting majority say nothing.
Ask one thing per question. "How satisfied were you with the speed and quality of our work?" cannot be answered by someone who thought it was fast and mediocre. Split it.
Only ask what you will act on. A question about a part of the business you have no intention of changing wastes the customer's goodwill and buries the answers you would have used.
Send it within a day or two of the thing you are asking about. Ask a month later and you get a vague impression of your brand rather than usable detail about what happened.
Finish with one open text box. The scores tell you whether there is a problem; the open answers are the only part that tells you what it is.
Count the responses in the top two boxes — 4 and 5 on a 1-5 scale — divide by your total responses, and multiply by 100.
If 80 of 100 people answered 4 or 5, your CSAT is 80%. Watch the trend across quarters rather than chasing an absolute target — scores vary enormously by industry, and a stable 72% that is climbing beats a one-off 90% from twelve responses.
Inflowave attaches every response to the client it came from and triggers follow-up when a score comes back low. Want a walkthrough for your business?