Survey template

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.

The questions

1. How satisfied were you with the support you just received?

   Rating

   Anchor to the specific interaction they just had, not the product in general.

2. What were you trying to get done in this interaction?

   Long text

   Lets you separate 'the agent was slow' from 'the product can't do this'.

3. Was your issue resolved?

   Single select

   Fully / Partially / Not at all — resolution drives satisfaction more than friendliness.

4. How much effort did you have to put in to get this handled?

   Opinion scale

   The Customer Effort Score signal — low effort predicts loyalty better than high satisfaction does.

5. What would have made this a smoother experience?

   Long text

6. Is there anything the team did especially well?

   Short text

   Surfaces 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 'overall' sentiment.
• 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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