What makes this CSAT template ideal for your brand:
- Personalization. Increase the response rate with personalized survey questions and branching logic
- Brandability. Use your own colors and customize the style of your surveys to match your brand, product, or
website.
- Contextual approach to surveys. Use triggers and segments to launch the survey at the right time and collect more
feedback.
Why use the CSAT survey template
FACT: The importance of customer satisfaction is not something to refute easily.
For one, both customer satisfaction and customer experience (another business factor closely related to satisfaction)
are becoming
a bigger differentiating factor
than price or the product.
Also, companies that continuously improve their customer experience
report greater revenue and customer satisfaction levels.
Statements like these only prove that focusing on customer satisfaction is one of the most effective ways to propel your
business forward.
The problem? Well, to do that, you first need to understand your customer satisfaction levels, and gather insights about
what areas of your business to improve.
That’s exactly what you use CSAT surveys for.
What is a CSAT survey
In the simplest terms, a CSAT survey is a questionnaire you use to collect customer insights that help you evaluate how
satisfied they are with:
- Your product or service,
- Your brand overall, or even
- A particular aspect of your business such as customer service or checkout.
By the way, such versatility - the ability to collect insights relating to different aspects of your product or
business - is what makes CSAT surveys so incredibly powerful.
Most other customer satisfaction survey types focus on a single aspect of your business. Net Promoter Score (NPS)
focuses on customer loyalty. Customer Effort Score (CES), as the name suggests, helps you research how easy your
customers find the interaction with your product or service..
However, CSAT is the survey to use when you’re looking to uncover satisfaction levels across all different areas of
the business.
For example, with CSAT surveys, you can evaluate the customers’ satisfaction with regards to:
- Product quality
- Product experience and product satisfaction
- Sales interactions
- Customer support
- Customer onboarding, and more.
What does a CSAT survey look like?
The CSAT survey is relatively simple. The survey asks just one like scale question, directly probing the levels of
customer satisfaction.
Here’s an example of a CSAT survey you can create with our template.
Why Likert scale questions?
Using a likert scale makes it easy for customers to respond. Your customer needs to just select the value corresponding
to their levels of satisfaction to share their insights with you.
Based on these responses, you can calculate what’s known as
the CSAT score, which helps determine the overall
customer satisfaction levels with your product.
But why would you run CSAT surveys in the first place?
There are several reasons, in fact.
- For one, CSAT surveys let you see your product or business from a customer’s perspective. Thanks to CSAT, customers
can quickly tell you what they like or dislike about your company.
- CSAT surveys reveal the level of customer experience too.
- Because of how versatile it is, a CSAT survey can help you not only to evaluate current sentiment, but also collect
ideas for future improvements or even product/feature ideas.
- Improving CSAT scores can help you take the company to the next level, and that also means growth of revenue.
What are the best questions to ask?
CSAT uses a single likert scale question to evaluate customer satisfaction. It asks for customers to rate their reply
using a 5 or 7-point scale that ranges from an extreme negative (i.e., highly unsatisfied) to extremely positive (i.e.,
highly satisfied.)
As a result, whatever questions you want to ask must be answerable by choosing a relevant point on a likert scale.
Having said that, you also have an option to ask a follow-up question. In this case, the question can be open-ended,
asking customers to explain the reasoning for their initial response.
Here are some examples of questions from our CSAT survey template:
- How satisfied are you with [Product/Service]?
- How easy is it to use [Product]?
- How would you rate the support you received?
- How satisfied are you with the information you received before purchase?
[Sign up for a free Refiner account and launch your first CSAT survey with this template]
How to get this CSAT survey template?
- Sign-up for a free Refiner account
- Create a survey using this template. You’ll have access to it directly from your account. Optionally, click here
to sign up and go straight to this template.
- Customize every aspect of your survey
- Install our Web-Client or Mobile-SDK
- Publish it and start collecting customer feedback
Why use the CSAT Survey Template from Refiner?
Refiner is an advanced product & user feedback collection platform for SaaS and digital products. With Refiner, you can
measure anything from CSAT, customer needs, product-market fit, and more.
Here is what makes Refiner ideal for your CSAT surveys:
Built for SaaS and digital products specifically
We created Refiner with people like you - product managers, product owners, and marketers and growth people at SaaS and
digital products companies - in mind. Because of that, Refiner includes all the features you need to collect actionable
insights from your users and none that you don’t.
Advanced customization and targeting
We understand that As a result, with Refiner, you can customize every aspect of your survey. From branding to advanced
targeting and segmentation options to personalization, Refiner lets you run surveys just the way you want it.
Multiple use-cases
Refiner goes beyond just collecting NPS. With Refiner, you can collect all kinds of customer feedback, and trigger your
surveys through different distribution channels (including web and mobile.)
Intrigued? Grab this CSAT survey template and start evaluating your customer loyalty right away.