Customer satisfaction (CSAT) survey
'How satisfied are you overall?' produces a flattering, useless number. This template ties the rating to a specific recent interaction — a support ticket, a purchase, a feature used — so the score points at something you can actually fix.
Best for: CX, support, and product teams measuring satisfaction after a defined touchpoint.
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How satisfied were you with the support you just received?
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The questions
- 1How satisfied were you with the support you just received?RatingAnchor to the specific interaction they just had, not the product in general.
- 2What were you trying to get done in this interaction?Long textLets you separate 'the agent was slow' from 'the product can't do this'.
- 3Was your issue resolved?Single selectFully / Partially / Not at all — resolution drives satisfaction more than friendliness.
- 4How much effort did you have to put in to get this handled?Opinion scaleThe Customer Effort Score signal — low effort predicts loyalty better than high satisfaction does.
- 5What would have made this a smoother experience?Long text
- 6Is there anything the team did especially well?Short textSurfaces what to keep doing — and names worth recognizing internally.
How to run it well
- Fire it within an hour of the interaction closing — CSAT decays sharply once the moment passes.
- Keep the rating about the specific touchpoint; a separate quarterly survey is the place for the 'overall' read.
- Pair the rating with the effort question — a happy-but-high-effort customer is quietly at risk despite the smiley face.
- Segment by interaction type and agent so a low average points you at the actual broken queue, not the whole team.
- Route any 'not resolved' answer straight back to the queue — an unsolved issue plus a survey reads as being ignored twice.
FAQ
What counts as a good CSAT score?
CSAT is usually the percentage of respondents who pick the top one or two ratings. Mid-70s to mid-80s is typical for support; what matters more is the trend and which interaction types drag it down.
CSAT, NPS, or CES — which should I use?
CSAT measures a specific interaction, NPS measures the overall relationship, and CES measures how hard you made someone work. For post-support feedback, CSAT plus a CES effort question is the sharpest pairing.
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