Customer Satisfaction (CSAT)
Introduction
Section titled “Introduction”A CSAT question asks how satisfied someone is with an experience. Refiner turns the answers into a CSAT score: the percentage of positive answers, from 0 to 100.
CSAT score = (positive answers ÷ all answers) × 100An answer counts as positive when Refiner stores it as +1 or +2. Neutral and negative answers stay in the total, so they lower the score. If 23 of 68 answers are positive, the score is 33.8.
Choose another question when you want a different kind of result:
- Use NPS for the 0 to 10 recommendation question. NPS groups answers into Promoters, Passives, and Detractors.
- Use a Rating Scale when the answer should be an average of numbers from 1 upward, such as 1 to 5.
- Use a Rating Matrix when people should rate several statements on one screen.
Choose the scale
Section titled “Choose the scale”Open the question in the Survey Editor. Scale is 2, 3, 4, or 5 points. Pick the scale before you collect answers you want to compare later.
- 5 points is the usual choice. It has a middle answer, and it separates a mild response from a strong one.
- 3 points is shorter, and it still has a middle answer.
- 2 points and 4 points have no middle answer. Each response leans negative or positive.
The score uses the same formula on every scale. On a 5-point scale, +1 and +2 are the two positive buttons. On a 3-point scale, the positive button is the one stored as +1.
A 5-point scale stores one of these values:
| Stored value | Meaning |
|---|---|
| -2 | Very negative. 5-point scale only. |
| -1 | Negative |
| 0 | Neutral |
| +1 | Positive (Satisfied) |
| +2 | Very positive. 5-point scale only. |
Write the question in Question headline. Use Explanation text when the headline needs a sentence of context.
Data identifier is the name used when the answer is stored. Refiner creates one from the headline and locks it after you save the survey. Read Data Identifiers before you change it.
Set the buttons
Section titled “Set the buttons”Button is Emoji or Text. Emoji shows a face on each point. Text shows a word on each point, such as “Nope”, “Not sure”, and “Yeah!”.
Score labels are the words next to the scale. On an emoji scale they sit at the two ends, such as “Very unsatisfied” and “Very satisfied”.
Multicolor CSAT scale
Section titled “Multicolor CSAT scale”Color palette is Plain or Multicolor. Plain uses one color for every point. Multicolor sets a separate color for each point on a 5-point scale. Use red toward the negative end and green toward the positive end.
When Multicolor is on, an email embed of this question uses these colors.
Read the score
Section titled “Read the score”A CSAT chart shows the CSAT score and how the answers split across satisfaction levels. Refiner adds the chart to the survey’s ad-hoc dashboard. You can also add a CSAT chart to a custom dashboard.
The screenshot shows a score of 33.8 from 68 ratings.
To list the positive answers, filter with Response data. The condition “Customer Satisfaction is greater or equal than Satisfied (+1)” matches answers stored as +1 or +2.
To learn why someone chose a score, add an Open Text follow-up and show it with Survey Logic. For example, use Only show if … so “What could we improve?” appears only after a negative answer.
To hear about a low score as it comes in, add a condition on this question to an email alert or a Slack notification.