But that\u2019s frequency. Their quality, however, will largely depend on the questions you ask, and that\u2019s what I\u2019ll help you with in this guide.<\/p>\n\n\n\n
Below, you\u2019ll discover the different types of CSAT questions you can ask to understand your customers better. What\u2019s more, I\u2019ll also list down the 15 best CSAT questions you can copy word-to-word to get quality responses.<\/p>\n\n\n\n
Excited? Well, let\u2019s get started, then.<\/p>\n\n\n\n\n\n
What is a CSAT Survey?<\/h2>\n\n\n\n
A customer satisfaction (CSAT) survey<\/a> is a type of customer survey<\/a> that helps you understand how happy the customers are with your product, service, or experience you provide.<\/p>\n\n\n\n Typically, a CSAT survey is quite simple – both for setting up and for users to take part. The survey uses a Likert scale<\/a> to measure customer satisfaction score with your product. It looks like this:<\/p>\n\n\n The main part of the survey requires a user to select from five emoticons indicating responses ranging from \u2018Very unsatisfied\u2019 to \u2018Very satisfied.\u2019 Because of this simple setup, answering the survey takes seconds, and you can discover your CSAT score equally quickly.<\/p>\n\n\n\n A CSAT survey can include only the rating question. However, if you want to understand better why the customers rated you the way they did, you need to ask them a follow-up question. <\/p>\n\n\n\n The purpose of the follow-up questions is to dig deeper and learn more either about the customer or find out more about their experience with your brand. <\/p>\n\n\n\n For example, you can ask a multiple-choice question like \u201cWhat do you like the most about our product?\u201d to \u2018Satisfied\u2019 and \u2018Very satisfied\u2019 customers. Those people can, then, choose from options like \u201cFeatures,\u201d \u201cSupport,\u201d \u201cValue for money,\u201d etc. The answers to the question will help you understand what aspect of your product the customers like the most and where you can improve.<\/p>\n\n\n\n Similarly, asking unsatisfied customers an open-ended question like \u201cHow can we improve our product?\u201d can provide feedback for future upgrades and help you reduce churn.<\/p>\n\n\n\n The above was an example of a CSAT survey for measuring customer satisfaction with a product. <\/p>\n\n\n\n You can use CSAT surveys to see how satisfied the customers are with different aspects of your business. For instance, you can use CSAT surveys to see how customers feel about:<\/p>\n\n\n\n Typically, companies use dedicated CSAT software<\/a> like Refiner to conduct surveys and measure CSAT scores. <\/p>\n\n\n\n However, you could calculate the score manually as well, and the formula for doing so is:<\/p>\n\n\n\n CSAT score = (The number of satisfied customers (i.e., people who selected option 4 or 5)\/ Number of survey responses) x 100<\/p>\n<\/blockquote>\n\n\n\n For example, let\u2019s assume that 100 people took the survey. Eighty-three admitted to being very satisfied or satisfied. Based on this data, we can conclude that your CSAT score is 83:<\/p>\n\n\n\n CSAT score = (83\/100) x 100 = 83. <\/p>\n<\/blockquote>\n\n\n\n A BETTER ALTERNATIVE: <\/strong>Dedicated survey software like Refiner<\/a> gives you instant access to a real-time reporting dashboard where you can evaluate your CSAT score, see progress over time, and review follow-up question replies. <\/p>\n\n\n Let me be upfront here – The type of CSAT survey question will determine how many people take your survey and what sort of feedback they\u2019ll provide. <\/p>\n\n\n\n As a general rule – The lesser the friction for the user, the more the responses. <\/p>\n\n\n\n However, you can\u2019t always ask the customer to answer the most frictionless questions. Sometimes, you need the customer to think and respond in detail to help you understand them better.<\/p>\n\n\n\n So what are your options? Well, as a matter of fact, you can use a combination of five types of customer satisfaction survey questions when constructing your survey:<\/p>\n\n\n\n PRO TIP: <\/strong>In Refiner, we categorized all questions by their type. To add the most relevant question to your survey, e.g., a rating question or close-ended question, you just need to navigate to the relevant category, and you’ll immediately see what questions would work best for that purpose.<\/p>\n\n\n Before I start listing the best CSAT questions, here\u2019s some advice:<\/strong> Generic questions don’t give you the most valuable insights. The more concrete you are with your question, the better. Therefore, it\u2019s better to run multiple survey campaigns, each with a specific question, instead of one survey campaign with a generic question.<\/p>\n\n\n\n Having said that, the below-listed won\u2019t be the most detailed questions you can use (because a variety of SaaS founders and business owners read the Refiner blog, and details lie in the type of business). Still, the questions are concrete enough for any company to use directly or as a base.<\/p>\n\n\n\n Note, I divided the 15 example CSAT questions into two groups:<\/p>\n\n\n\n Question type:<\/strong> Rating or Likert scale<\/p>\n\n\n\n This is the most standard CSAT question. And it\u2019s one of those questions you should frequently ask \u2060\u2014 for example, after their first time to see the initial reaction, then after a month, after a quarter or 6-months, etc.<\/p>\n\n\n\n The answers to this question give insights into how the customers feel about the product\/service over time. For example, let\u2019s say you run a SaaS company. Suppose new customers\u2019 CSAT score for this question is lower compared to experienced users. In that case, it\u2019s possible that new users can\u2019t grasp the product interface, and hence you can simplify your UI or better your UX. [You\u2019ll get the accurate details after the follow-up question, of course]<\/p>\n\n\n\n Question type:<\/strong> Binary or Rating<\/p>\n\n\n\n CSAT surveys after each customer support session are essential. It can uncover how individual customer support representatives perform and give insights into improving the customer support experience.<\/p>\n\n\n\n Question type:<\/strong> Binary, Rating, or Likert scale<\/p>\n\n\n\n Use this as soon as someone makes a purchase. Sometimes, you miss vital information on your landing pages, and that can annoy people. Answers to this question will confirm whether you are missing something.<\/p>\n\n\n\n Question type:<\/strong> Rating or Likert scale<\/p>\n\n\n\n First impressions last. And a smooth onboarding gives a great first impression. Know how smooth it was with this CSAT question.<\/p>\n\n\n\n If the CSAT score is under 95, there\u2019s room for improvement. <\/p>\n\n\n\n Question type:<\/strong> Binary, Rating, or Likert scale<\/p>\n\n\n\n If your company has a help center\/FAQs\/knowledge base, asking this question every time someone opens it gives insights into whether they found the answer or not. The CSAT score will also show how useful the help materials are.<\/p>\n\n\n\n Question type<\/strong>: Binary<\/p>\n\n\n\n This simple binary question shows whether customers like the product or not after the first time use. Your goal with this question should be to get to as near as a CSAT score of 100.<\/p>\n\n\n\n Question type<\/strong>: Rating or Likert scale<\/p>\n\n\n\n You should ask this question after the customer\u2019s first-time use. Then, if the CSAT score for this question is low, you can collect customer feedback and improve the product experience for the users.<\/p>\n\n\n\n Question type:<\/strong> Multiple-choice<\/p>\n\n\n\n To:<\/strong> Satisfied customers<\/p>\n\n\n\n Knowing what they like and do not like can help you better the overall experience if someone likes your product.<\/p>\n\n\n\n For example, if most users tick \u2018features\u2019 and only a few tick \u2018design\u2019 in your multiple-choice survey, then maybe you should work on the design for a flawless experience. Similarly, if provided with a list of features, you can remove it and direct your resources into improving other features if most users do not tick one of the features.<\/p>\n\n\n\n Question type:<\/strong> Open-ended<\/p>\n\n\n\n To:<\/strong> Unsatisfied customers<\/p>\n\n\n\n If someone rates your product unsatisfactory on the rating scale, ask them where and what you can improve. And improve.<\/p>\n\n\n\n Question type:<\/strong> Binary<\/p>\n\n\n\n To:<\/strong> Satisfied customers<\/p>\n\n\n\n You can know whether the satisfied customer is\/will be a loyal customer by asking this question. If they answer \u2018Yes,\u2019 great! If \u2018No,\u2019 then maybe you can do a few things to convert them into loyal customers. For example, you can send exclusive coupons.<\/p>\n\n\n\n Question type:<\/strong> Multiple-choice or open-ended<\/p>\n\n\n\n To:<\/strong> Customer satisfied with the recent support session<\/p>\n\n\n\n Many aspects contribute to a memorable support experience. The answer to this CSAT survey question will show you what exactly it was in that particular interaction – response time, agent\u2019s friendliness, agent\u2019s knowledge, etc.<\/p>\n\n\n\n Question type: <\/strong>Multiple-choice<\/p>\n\n\n\n To:<\/strong> Satisfied customers<\/p>\n\n\n\n Knowing the usage frequency of your product shows the value of your product in the customer\u2019s life. It\u2019s especially important to know the answer to this CSAT question if your business uses a recurring revenue model (example: SaaS).<\/p>\n\n\n\n Question type:<\/strong> Open-ended<\/p>\n\n\n\n To:<\/strong> Satisfied customers<\/p>\n\n\n\n This CSAT survey question will give you insights into why exactly the customer uses your product. Depending on the answer, you can share relevant best practices, introduce new features, focus on bettering the most used features, etc.<\/p>\n\n\n\n For example, If our users primarily use Refiner to conduct CSAT surveys, we can share this article (the one you are reading) to help them get the best results. Or, if they share the survey only through email, we can make them aware of our in-app widget<\/a> that can help them get more responses.<\/p>\n\n\n\n Question type:<\/strong> Open-ended or Multiple-choice<\/p>\n\n\n\n To:<\/strong> All users<\/p>\n\n\n\n You can ask this CSAT question after any \u201cDo you like our product?\u201d type question. The answers will help you collect user feedback on what more you can add. <\/p>\n\n\n\n For example, if we were just providing the email integration, our users would tick \u2018in-app widget\u2019 in a multiple-choice survey. This will lead to us prioritizing the user-demanded feature, i.e., the in-app widget.<\/p>\n\n\n\n Question type:<\/strong> Open-ended or Likert scale<\/p>\n\n\n\n To:<\/strong> Satisfied customers<\/p>\n\n\n\n Ask this question to understand customer sentiment towards your product and service. <\/p>\n\n\n\n If they wouldn\u2019t feel unhappy \u2060\u2014 and immediately jump to a competitor \u2060\u2014 perhaps there\u2019s something you can do to build a connection. For example, customers are unhappy if a value for money option leaves the market, so you can try to be the best value for money solution out there. Similarly, you can build a community to strengthen relationships with your customers and build a relationship.<\/p>\n\n\n\n Asking the right questions is a crucial part of CSAT surveys. <\/p>\n\n\n\n You can time the survey right and get many responses. You can give discounts and get people to answer. You can ask frictionless questions and make it easy for users to answer.<\/p>\n\n\n\n But the quality of those responses \u2060\u2014 the insights you can extract \u2060\u2014 depend only on one thing: the questions you ask.<\/p>\n\n\n\n\n Wondering what CSAT questions to ask to discover how satisfied customers are with your product or service? In my last article, I discussed the ideal CSAT survey frequency to get as many responses as possible. But that\u2019s frequency. Their quality, however, will largely depend on the questions you ask, and that\u2019s what I\u2019ll help you […]<\/p>\n![\"An](\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/08\/image1.png\")
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How to measure CSAT score?<\/h3>\n\n\n\n
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![\"CSAT](\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/08\/CSAT-results-1-1024x286.png\")
<\/figure><\/div><\/div><\/div>\n\n\n\nTypes of Customer Satisfaction Survey Questions Examples\u00a0<\/h2>\n\n\n\n
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![\"Survey](\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/08\/Question-types-1-1024x757.png\")
<\/figure><\/div><\/div><\/div>\n\n\n\n15 Best CSAT Questions to Ask<\/h2>\n\n\n\n
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Rating Questions<\/h3>\n\n\n\n
Question 1: How satisfied are you with [Product\/Service]?<\/h4>\n\n\n\n
Question 2: How would you rate the support you received?<\/h4>\n\n\n\n
Question 3: How satisfied are you with the information you received before purchase?<\/h4>\n\n\n\n
Question 4: How satisfied are you with our onboarding process?<\/h4>\n\n\n\n
Question 5: How satisfied are you with our help materials?<\/h4>\n\n\n\n
Question 6: Did the product meet your expectations?<\/h4>\n\n\n\n
Question 7: How easy is it to use [Product]?<\/h4>\n\n\n\n
Follow-up Questions<\/h3>\n\n\n\n
Question 8: What is your favorite feature of [Product\/Service]?<\/h4>\n\n\n\n
Question 9: How could we improve our product?<\/h4>\n\n\n\n
Question 10: Would you buy another product from us?<\/h4>\n\n\n\n
Question 11: What was the most memorable with the support interaction?<\/h4>\n\n\n\n
Question 12: How often do you use [product]?<\/h4>\n\n\n\n
Question 13: What problems do you try to solve with our product?<\/h4>\n\n\n\n
Question 14: What is the top feature [Product] is missing at the moment?<\/h4>\n\n\n\n
Question 15: How would you feel if you couldn\u2019t use [Product] anymore?<\/h4>\n\n\n\n
Closing Thoughts<\/h2>\n\n\n\n