01
Keep the wording still
The score is only comparable while the question is identical. Duplicate the form when you want to change something rather than editing the live one, so old responses stay attached to the wording they were answered under.
← All templates Template
Customer Satisfaction (CSAT) Survey
A CSAT survey asks about one interaction while it is still fresh: the delivery, the support conversation, the appointment. One score, one reason, one question about how hard the whole thing was to get sorted.
Opens the new-form flow, where the template picker is waiting. Free plan: unlimited forms, 100 responses a month.
- 6
- Questions in the form
- 4
- Question types used
- 100
- Free responses a month
- €0
- Free plan, no card needed
The score on its own tells you very little. What makes it useful is the follow-up, and the follow-up worth asking depends on the answer: somebody who had a good time is asked what worked, somebody who did not is asked what should have happened instead. This template branches on that, so nobody is asked to explain a problem they did not have.
When to use a customer satisfaction (csat) survey
- After a support conversation is closed
- After a delivery, an appointment or an install
- At the end of onboarding, once the first real task is done
- On a repeating basis for one team, to watch the trend rather than the number
- Anywhere you would otherwise send a one-click smiley and learn nothing
Example questions
What to put on the form.
A starting point, not a rulebook: every question below is a real Questionful question type, and all of them are editable once the form is in your account.
| Question | Question type |
|---|---|
| How satisfied were you with this experience? 1 to 5, "Very unsatisfied" to "Very satisfied", required | Linear scale |
| Overall, how did it go? It went well / It was fine / It went badly, the question the branching runs on | Multiple choice |
| What did we get right? Only on the "It went well" path | Paragraph |
| What should we have done differently? Only for "It was fine" and "It went badly" | Paragraph |
| How much effort did you have to put in to get this sorted? 1 to 5, "Very little" to "A great deal" | Linear scale |
| Your email address (optional) | Short answer |
How Questionful helps
Building it, step by step.
02
Branch on the band, not the number
A linear scale cannot route on its own. Add a short multiple choice question that captures the band, or ask people to self-describe, and branch each choice into its own follow-up section.
03
Publish the aggregate if you want to
The public response summary can show aggregate results for closed-set questions. Open text, uploads, and drawings are never published, and free-text "other" values only appear once at least three people gave the same answer.
04
Alert on the bad ones
Email notifications fire per submission, and the webhook payload carries every answer, so a rule in Zapier or Make can raise a ticket for anything below your threshold.
Tips
What makes the difference.
- Send it to a sample, not the whole list, if you survey often. Fatigue costs you more than sample size gains you.
- Two minutes maximum. A satisfaction survey that takes ten is measuring patience.
- Ask the open question immediately after the score, while the reason is still in mind.
- Report the trend, not the absolute number. A 7.8 means nothing until you have three of them.
- Never ask for a testimonial before you have asked what could be better.
FAQ
Customer Satisfaction (CSAT) Survey questions.
What is the difference between CSAT and NPS?
CSAT asks how satisfied someone is with a specific experience, on a 1 to 5 scale. NPS asks how likely they are to recommend you on a 0 to 10 scale, and measures the relationship rather than the moment. Both ship as templates here, and a 0 to 10 question is scored as NPS automatically in the response summary.
Can the survey ask different follow-ups for high and low scores?
Yes, via a short multiple choice or dropdown question that captures the band. Branching runs on choice questions, so the scale itself cannot route but a band question placed next to it can.
Can I publish the results to customers?
Yes, with the opt-in public response summary. Only closed-set question types are aggregated; free text and uploads are never shown.
Can I run the survey anonymously?
Yes. Simply do not ask for an identifier. Response rates on anonymous satisfaction surveys are usually higher, at the cost of not being able to follow up individually.
Keep reading
The features behind it, and where to go next.
Feature
Online Survey Maker
Scales, grids and summaries, questions built to aggregate.
FeatureForm Question Types
19 types, including specialist ones most builders skip.
FeatureConditional Logic & Form Branching
Route each answer choice to its own section, so people only see what applies.
TemplateNPS Survey Template
The 0 to 10 question, scored for you, with the "why" behind it.
TemplateCustomer Feedback Form
Rate the experience, then ask the follow-up that fits the rating.
TemplateEvent Feedback Form
Post-event ratings, session scores, and open comments.
Use caseCustomer Feedback
Run satisfaction and product-feedback surveys where the follow-up question depends on the answer you just got.
Ship your customer satisfaction (csat) survey today.
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