Customer satisfaction (CSAT) survey
'How satisfied are you overall?' gets a polite number you can't do much with. This template asks about one thing that just happened, like a support ticket or a purchase. Then it asks whether the problem got solved and how hard that was. A low score now tells you where to look.
Best for: Support and service teams checking how a ticket, call or chat went.
Use this template freeHow satisfied were you with the support you just received?
A live preview of this template. Click through it. Nothing gets sent.
The questions
- 1How satisfied were you with the support you just received?RatingAsk about the interaction they just had, not the product in general.
- 2What were you trying to get done in this interaction?Long textSeparates 'the agent was slow' from 'the product can't do this'.
- 3Was your issue resolved?Single selectFully / Partially / Not at all. A friendly reply that didn't fix it still leaves them stuck.
- 4How much effort did you have to put in to get this handled?Opinion scaleThe Customer Effort Score question. Gartner found people with a low-effort fix were far more likely to stay.
- 5What would have made this a smoother experience?Long text
- 6Is there anything the team did especially well?Short textShows what to keep doing, and names worth thanking.
Sample replies, counted
These replies are made up to show the method.
Asked: What would have made this a smoother experience?
Not having to explain the problem again when I got transferred.
Had to repeat myselfif the first person could have issued the refund instead of escalating it
Needed an escalationI gave my order number twice, once to the bot and again to the agent.
Had to repeat myselfA reply in less than two days.
Slow first replyNothing, Priya sorted it in one email.
Nothing to changeTold the chatbot my account email, then the agent asked for it again, then the next agent did too.
Had to repeat myselfWaited 26 hours for the first answer, then it was fixed in ten minutes.
Slow first reply
| Label | Replies |
|---|---|
| Had to repeat myself | 3 |
| Slow first reply | 2 |
| Needed an escalation | 1 |
| Nothing to change | 1 |
Three of seven had to repeat themselves after a handoff, so pass the ticket history to whoever picks it up next. Then look at first reply time, which two more people named.
How to run it well
- Send it right after the ticket closes, while the details are fresh.
- Keep the rating about this one moment. Save the overall question for a separate survey every few months.
- Read the rating next to the effort answer. Someone who's happy but worked hard to get there may still leave.
- Split scores by interaction type and agent, so a low number points at the queue that's struggling, not the whole team.
- Send every 'not resolved' straight back to the queue. An unsolved problem followed by a survey feels like being ignored twice.
When not to use this: If you want to know whether people would stick with you or recommend you overall, one interaction won't tell you. Run an NPS survey every quarter for that.
FAQ
What counts as a good CSAT score?
CSAT, NPS, or CES: which should I use?
Where the method comes from
Related templates
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- Pricing sensitivity survey (Van Westendorp)Four Van Westendorp price questions, plus what buyers already spend today.
- Win-loss interviewAsk buyers who just decided why they picked you, or didn't.