Customer Satisfaction (CSAT) survey template

Question 1

What is a customer satisfaction survey template (CSAT)?

Answer

A Customer Satisfaction (CSAT) survey template is a standardized survey format businesses use to measure customer satisfaction. The feedback the CSAT survey collects can then be used to improve customer experiences and increase customer loyalty.

Question 2

How do you measure customer satisfaction?

Answer

To measure Customer Satisfaction, you need to run a survey.

A typical CSAT survey asks the respondents to rate their satisfaction with the company on a 1-to-5 scale. You can ask your respondents about their general satisfaction with your brand or a particular product or service.

The first rating question is often followed by additional, open-ended questions—for example, asking the respondents to explain their score.

Interact with the Customer Satisfaction survey template above to see how it works!

After getting your survey results, divide the number of happy respondents (those who chose four or five on the scale) by the total number of respondents.

You’ll get your Customer Satisfaction score that you can benchmark, improve, and track over time. You should also look at the response breakdown and find patterns in the answers to open-ended questions.
With Survicate, you can run surveys and analyze your results all in one customer satisfaction tool.

Question 3

Is it essential to conduct a CSAT survey?

Answer

Simply put, happy customers are likelier to stay loyal to your brand and recommend you to others. On the other hand, unhappy customers are more likely to leave negative reviews and spread negative word-of-mouth.

By conducting a CSAT survey, you can identify areas where you need to improve your customer experience, address any issues or complaints, and ultimately increase customer satisfaction and loyalty.

Question 4

What types of questions are you included in a CSAT survey template?

Answer

The main question of the CSAT survey template measures overall satisfaction with your product or service. The most common CSAT question is a 5-point-scale rating (How satisfied are you with our product?), but other scales are also used.

Depending on your goals, also include open-ended follow-up questions that measure satisfaction with specific aspects of your business, such as customer service, pricing, or delivery. Their choice depends on what you want to achieve with the survey.

Remember, however, not to overdo them. An overly long survey is not a great experience and may discourage your customers from participating in future research.

Lastly, the data is only as good as the questions asked. Ensure your survey questions are clear, concise, and designed to collect the most relevant and actionable feedback.

Question 5

How long should a CSAT survey be?

Answer

Generally speaking, you'll want to keep your survey as short and sweet as possible while gathering enough information to draw actionable conclusions.

Respondents not only tend to give up answering long surveys. They also spend less time answering them, which translates to poor research quality.

So, when creating a survey, make sure you have the goals of your research specified. Include only the questions that are necessary for the study

Question 6

How do I use Survicate to distribute my CSAT survey to customers?

Answer

Survicate is a customer feedback and survey tool that provides a variety of distribution methods for your CSAT survey so that you can pick the one that best suits your needs.

To create and distribute a survey:

Sign in to your Survicate account and choose the type of survey you want to make. The selection you have is a widget survey that pops up on a website or in a web app, a mobile survey, and link survey that you can embed in an email body, and an Intercom survey, if you want to use Intercom's messenger.

Alternatively:

Select the right survey template type above the page and click <Use this template> button. You'll be asked to create an account. Once you do it, the system will take you directly to the survey template editor, where you can customize it.
Customize the design and branding of your survey to match your company's style and your personas' preferences.
Choose the audience you want to target with your survey. Survicate allows you to segment your audience based on specific criteria /attributes. You'll also be able to decide on the length of the campaign.
Select the tools you will use: Connect Slack if you want to receive notifications on the responses in a dedicated Slack channel. Enable the integration with your CRM or a marketing automation tool of choice.

The first one will let you pool data on the survey respondents to have a complete picture or be able to contact them if needed. The latter will enable easy distribution of the survey via email.

Question 7

How do I analyze the results of my CSAT survey?

Answer

Analyzing the results of your CSAT survey is a crucial step that can be daunting, especially with open-ended questions.

Suvicate keeps your back, thanks to a user-friendly, automated report the tool generates while the survey is on. The report not only calculates the CSAT score for you and presents it visually appealingly, but it also analyses the text answers to the open-ended questions. It provides a word cloud, showing you the keywords that dominate responses. This handy feature can save you hours of tagging and analyzing the responses.

To draw actionable conclusions...

When the survey research is completed, compare your scores to benchmarks: Use industry benchmarks or historical data to track your progress over time.

The good idea is to use the reports' built-in filtering options in the report panel to segment the respondents and analyze the score and answers for various customer groups.

Additionally, looking at the data in context and understanding the factors influencing the results is essential. Overall, careful analysis of your CSAT survey results can help you identify areas for improvement and drive business growth.

Question 8

How to make the most of my CSAT research?

Answer

To make sure you maximize the effort put into research:

Pay close attention to negative feedback. It can help you identify areas to improve your products, services, or customer support. Look for common themes or issues. Once you've identified them, assess their priority. Prioritize the areas that will impact your customers and your business the most.
Create an action plan: Develop an action plan to address the areas for improvement. Set specific goals and timelines. Allocate responsibilities for each action item.
Close the feedback loop: Make the necessary changes to improve customer satisfaction. Communicate the changes to your customers, and monitor the impact of the changes over time.
Repeat the survey: Regularly repeat the CSAT survey to track your progress and ensure your changes positively impact you.

Question 9

What are some best practices for using a CSAT survey template?

Answer

Using a CSAT survey template is a powerful way to measure customer satisfaction and identify areas for improvement. Here are some best practices to follow when using a CSAT survey template:

1. Keep it short and focused.

Keep your CSAT survey short and focused on a few key questions. Asking too many questions can lead to survey fatigue and lower response rates. Focus on the areas that matter most to your customers and your business.

2. Use clear and concise language.

Use clear and concise language in your survey questions and answer options. Avoid technical jargon or industry-specific terms that may confuse customers.

3. Offer answer options that cover the full range of customer sentiment.

Provide answer options that cover the full range, from very satisfied to very dissatisfied. This will help you get a more accurate picture of overall customer satisfaction.

4. Include open-ended questions.

Include open-ended questions that allow customers to provide feedback in their own words. This can provide valuable insights into specific issues or areas for improvement.

5. Test the survey before sending it out.

Test your CSAT survey with a small group of customers before sending it out to your entire customer base. This will help you identify any issues with the survey design or question wording before you collect a large amount of data.

6. Make the survey mobile-friendly.

Ensure your CSAT survey is mobile-friendly and easily completed on a smartphone or tablet. Many customers prefer to complete surveys on their mobile devices, so making it easy for them to do so is essential.

7. Send survey invitations at the right time.

Send survey invitations when customers are most likely to respond. This could be immediately after a purchase or interaction with your company or at a time when they are most likely to have free time to complete the survey.

8. Offer incentives for completing the survey.

Consider offering incentives, such as discounts or freebies, for customers who complete the survey. This can boost response rates and encourage customers to provide more detailed feedback.

9. Follow up with customers who provide negative feedback.

If a customer provides negative feedback, follow up with them to address their concerns and offer a solution. This can turn a negative experience into a positive one and show that you value their feedback.

10. Use the data to drive improvement.

Use the data collected from your CSAT survey to improve your products, services, and customer support. Take action on the feedback received and track your progress over time.

Following these best practices, you can use a CSAT survey template to measure customer satisfaction and improve your overall business performance effectively. Remember to keep the customer at the center of your survey design and use the feedback received to drive positive change in your organization.

Question 10

How often should I conduct a CSAT survey?

Answer

The frequency at which you should conduct a CSAT survey largely depends on the nature of your business and the rate of customer interactions. However, some general guidelines can help you determine the ideal frequency for your CSAT surveys.

1. Consider the customer lifecycle.

The frequency of your CSAT surveys should reflect the different stages. For example, conduct a CSAT survey immediately after a customer purchases or interacts with your customer support team. You can also conduct surveys at regular intervals to measure overall customer satisfaction and identify areas for improvement.

2. Balance frequency with response rates.

It's essential to balance the frequency of your CSAT surveys with the response rates you are receiving. If you conduct surveys too frequently, customers may become fatigued and stop responding. On the other hand, if you conduct surveys too infrequently, you may miss out on valuable feedback.

3. Analyze survey results and take action.

The frequency of your CSAT surveys should also depend on your ability to analyze the results and take action on the feedback received. If you cannot act on the input, conducting surveys too frequently is a waste of time and resources.

In general, CSAT surveys are great means of driving continuous improvement in your products, services, and customer support. It's a good idea to conduct them on a regular basis.

The frequency of your surveys will depend on various factors, including the nature of your business, the rate of customer interactions, the touchpoint you use to distribute a study, or the moment in a user journey your customers are exposed to it.

Question 11

What are the most common CSAT follow-up questions, and when to use them?

Answer

Follow-up questions are an essential component of any CSAT survey. They help to clarify customer feedback, identify specific areas for improvement, and provide additional context for the survey results.

Here are some of the most common CSAT follow-up questions and when to use them:

1. What could we have done better?

This is a common follow-up question typically used to identify areas where the customer was dissatisfied or experienced problems. This question helps to uncover the root cause of customer dissatisfaction and provides actionable feedback for improvement.

2. What did you like most about your experience with us?

This follow-up question is used to identify the aspects of your business that customers appreciate and value. This information can be used to reinforce marketing messaging and inform the product design teams on what shouldn't be changed.

3. What could we do to improve your experience in the future?

This follow-up question gathers specific feedback on what customers want to see changed or improved. It helps identify areas where your business can make meaningful improvements and gives customers a voice in the process.

4. Would you like to take part in a user interview and have more say on the shape of our product?

This follow-up question is used to identify customers who are willing to give more input or participate in future research. This helps to build a community of engaged customers who can provide ongoing feedback and support.

5. Did we resolve your issue to your satisfaction?

This follow-up question is typically used in customer support surveys to measure the support team's effectiveness. It helps identify areas where support can be improved and allows customers to provide feedback on their support experience.

6. How frequently do you use our product/service?

This follow-up question is used to identify the frequency with which customers are using your product or service. This information can be used to tailor your marketing efforts and ensure that your product or service meets your target audience's needs.

7. What additional features or services would you like to see us offer?

This follow-up question gathers feedback on potential new products, features, or services customers want to see offered. It provides valuable insights into customer needs and can help to guide future product development efforts.

Overall, follow-up questions are an essential part of any CSAT survey. They make customer feedback actionable: identify specific areas for improvement, and provide additional context for the survey results.

When designing your CSAT survey, consider the most appropriate follow-up questions based on the goals of your survey and the feedback you are looking to gather from your customers.

Question 12

What are the pros and cons of 3, 5, and 7-point scale CSAT surveys?

Answer

Various scales are used in Customer Satisfaction Survey templates (CSAT). 5-point scale is the most common. But 3-point and 7-point ones are also in use. Each of these scales has its advantages and disadvantages:

3-Point Scale:

Pros:

It is simple and easy for customers to understand.
Responses are easy to categorize and analyze.
The limited options force customers to take a stance.

Cons:

It lacks granularity in responses. As a result, it may lead to inaccurate results due to respondents being forced to choose a response that doesn't necessarily reflect their actual level of satisfaction.
It may not capture subtle changes in customer satisfaction over time.

5-Point Scale:

Pros:

It provides more granularity than the 3-point scale.
It allows for a balanced distribution of responses, which can help identify more subtle changes in customer satisfaction.
It is still relatively easy for customers to understand and use.

Cons:

It may lead to indecisiveness, where customers are unsure which response to select.
It may not capture the full range of customer emotions - particularly those who are extremely satisfied or dissatisfied.

7-Point Scale:

Pros:

It provides even greater granularity than the 5-point scale.
It allows for more nuanced distinctions in customer satisfaction.
It can capture a broader range of customer emotions and experiences.

Cons:

It can lead to decision fatigue, and respondents may get bored or disinterested, negatively impacting response rates.
It may be more challenging to categorize and analyze responses due to the greater number of options.

In conclusion, the choice of scale for a CSAT survey template will depend on various factors, including the level of granularity desired, the complexity of the survey, the target audience, and the overall goals of the survey. Businesses should carefully consider these factors when deciding which scale to use in their CSAT survey template.

Question 13

What are the key benefits of using a CSAT survey template?

Answer

Using a Customer Satisfaction (CSAT) survey template can provide several key benefits to businesses. Here are some of the main advantages:

1. Measure customer satisfaction.

The primary benefit of a CSAT survey template is that it enables businesses to measure customer satisfaction levels. By asking customers to rate their experience, businesses can get a clear picture of how satisfied their customers are and identify areas for improvement.

2. Identify areas for improvement.

CSAT survey templates can help businesses identify specific areas where they can improve their products or services. By analyzing the survey results, businesses can pinpoint common issues that customers are experiencing and make the necessary changes to improve their offerings.

3. Increase customer loyalty.

Satisfied customers are more likely to become loyal customers, and a CSAT survey can help businesses gauge how likely their customers are to recommend their products or services to others. By improving satisfaction levels, businesses can increase customer loyalty and create a base of repeat customers.

4. Strengthen position in the market.

Customer satisfaction is closely linked to a business's reputation, and a high level of satisfaction can help strengthen a business's position in the marketplace. By using a CSAT survey template, businesses can ensure that they are meeting their customers' needs and expectations, which can improve their overall image and attract new customers.

5. Measure performance.

A CSAT survey template can help businesses measure their performance over time. By regularly conducting CSAT surveys, businesses can track changes in satisfaction levels and use the data to make informed decisions about their operations.

6. Increase revenue.

A CSAT survey template can ultimately help businesses increase revenue. By improving customer satisfaction levels, businesses can generate more repeat customers, attract new customers through positive word-of-mouth, and potentially increase prices due to the perceived value of their products or services.

Overall, a CSAT survey template is a valuable tool for businesses that want to improve customer satisfaction levels, identify areas for improvement, and ultimately increase revenue. By regularly using a CSAT survey template, businesses can gain insights into their customers' needs and preferences and make data-driven decisions to improve their offerings.

Question 14

How do you use Survicate's customer satisfaction survey template?

Answer

With Survicate, you can have your survey up and running in a matter of minutes.

Once you set up your account, just use the Customer Satisfaction survey template presented above. You can take it as-is or edit the questions or design to match your brand.

Distribute your survey via email, website, web app, or mobile app. An event or identity targeting will help you catch the right respondents and make your survey fit the customer journey.

In your account panel, you’ll find a survey report with your survey results and response breakdown. You’ll be able to quickly analyze the answers, look for patterns, and find room for improvement. You can also export data to your favorite external tools, Excel, or Google Sheet.

But the best way to see how Survicate works is to try it out yourself. Set up your account now!

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Customer Satisfaction (CSAT) survey template

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Customer Satisfaction (CSAT) survey template

What is a customer satisfaction survey template (CSAT)?

How do you measure customer satisfaction?

Is it essential to conduct a CSAT survey?

What types of questions are you included in a CSAT survey template?

How long should a CSAT survey be?

How do I use Survicate to distribute my CSAT survey to customers?

How do I analyze the results of my CSAT survey?

How to make the most of my CSAT research?

What are some best practices for using a CSAT survey template?

How often should I conduct a CSAT survey?

What are the most common CSAT follow-up questions, and when to use them?

What are the pros and cons of 3, 5, and 7-point scale CSAT surveys?

What are the key benefits of using a CSAT survey template?

How do you use Survicate's customer satisfaction survey template?

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