Customer satisfaction survey (CSAT survey)
Listen, learn, grow your business with CSAT surveys!
Customer satisfaction (CSAT) surveys are quick and easy ways to find out how satisfied your customers are. By asking simple questions, you can gain insights into what your customers love and what you can improve. Customer satisfaction surveys are a way to ask your customers, “How’d we do?” It helps you figure out what they like, what they don’t, and how to make things better.
Use CSAT surveys to understand your customers better. You can get to know what they like about you and where you slip away. You will get insight on why they chose you over your competitors, reveal opportunities to improve your product or service, and do much more with CSAT surveys.
Try this template
Customer satisfaction survey (CSAT survey)
12
3,200+
1min
Understand your customers with CSAT surveys
Hear your customers loud and clear
CSAT surveys are your direct line to understand what your customers truly feel about you by receiving direct, unfiltered feedback about their experiences. Use CSAT survey results to discover unmet customer needs and areas where your offerings fall short.
Pinpoint problems and fix them fast
Discover exactly what’s causing customer frustration. CSAT surveys provide a direct channel to identify specific areas where customers are experiencing friction. By pinpointing exact issues, you can prioritize solutions that directly impact customer satisfaction.
Turn complaints into opportunities
Negative feedback is often a treasure trove of insights. By analyzing complaints, you can uncover hidden opportunities for improvement. Addressing these issues not only helps you rectify problems but can lead to innovative solutions that enhance your product or service.
Measure what matters
Track CSAT scores regularly to measure the overall health of your customer relationships. By establishing benchmarks and monitoring trends, you can identify when satisfaction levels are declining and take proactive steps to address potential issues.
Build a loyal fan-base
Demonstrate your commitment to customer satisfaction by acting on feedback. When customers see their input being used to improve the business, they are more likely to become loyal advocates. This fosters a strong emotional connection, encouraging repeat business and positive word-of-mouth recommendations.
Outshine the competition
By consistently listening to and acting on customer feedback, you can create exceptional experiences that set you apart. This not only attracts new customers but also helps retain existing ones to drive long-term growth and success.
How to calculate CSAT
The CSAT score is calculated using the formula:
- CSAT Score
- =
- Total Number of Survey Responses Number of Satisfied Customers
- x 100
Example:
Let’s say, 100 customers answered your survey and 75 customers said they were “very satisfied” or “satisfied.”
So your CSAT score is (75 ÷ 100) x 100 = 75%
A higher CSAT score means happier customers!
Create surveys that get responses!
Cut to the chase : Ask clear and direct questions.
Example: How would you rate your overall satisfaction with our product?
Use simple language: Avoid industry jargon.
Example: Instead of “utilization rate,” ask “How often did you use our product?”
Make it easy to respond: Use a clear and simple format. Consider one-click ratings or short answer options.
Example: How likely are you to recommend our product to a friend? (very likely, likely, neutral, unlikely, very unlikely)
Include an open-ended question: Allow customers to provide detailed feedback.
Example: What did you like or dislike about your experience?
Send surveys at the right time: Choose a moment when customers are likely to remember their experience.
For instance, send a survey immediately after a purchase, delivery, return, or other interaction.
How Zoho Survey helps in crafting better CSAT surveys
Interpret CSAT score easily
Boost survey completion with similes
Net promoter score (NPS)
Speak the audience's language
Survey logic
Multiple distribution channels
Offline surveys
Questions? We've got the answers
What is a good CSAT score?
The ideal CSAT score depends on various factors, including industry standards, company size, and customer expectations. However, a score above 80% is generally considered good; it's more important to track changes over time than focus on a specific number.
What are some common CSAT survey questions?
Questions about overall satisfaction, specific aspects of the product or service, and open-ended feedback for detailed insights.
How long should a CSAT survey be?
Keep it concise, aiming for 5-7 questions to maintain high response rates.
Where should I distribute my CSAT survey?
Common channels include email, website, in-app, and SMS. It's best to send shortly after a customer interaction to ensure their memory is fresh.
How can I segment my customer base for more targeted CSAT surveys?
You can segment by demographics, behavior, customer lifecycle stage, satisfaction level, or based on your own criteria.
What are some common CSAT survey mistakes to avoid?
Asking too many questions or leading questions, ignoring negative feedback, inconsistent timing, and lack of follow-up.