Customer satisfaction survey template
Measure satisfaction with a recent purchase, visit or support interaction and find out why.
- No sign-up to start
- Unlimited responses on Free
What’s inside the customer satisfaction survey (csat) template
This customer satisfaction survey template asks one CSAT question first, then adapts. Scores of 1 or 2 ask what went wrong, and scores up to 3 can request a follow-up. Scores of 4 or 5 ask what you got right, and a 5 finishes on a review button. Pass the ticket, order or agent in the link and every score arrives with its context.
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- 4 questions only appear when an earlier answer calls for them.
- 2 logic rules skip ahead or end early, based on the answers.
- 3 thank-you screens, picked by the answers: “Thank you, that made our day”, “Thanks, we’ll be in touch”, “Thanks for your feedback”.
- Hidden fields filled from the link: interaction, email, ticket_id, agent.
- 1 Rating: How satisfied are you with your recent experience?
- 2 Checkboxes: What went wrong? (when needed)
- 3 Checkboxes: What did we get right? (optional) (when needed)
- 4 Rating: How easy was it to get what you needed? (optional)
- 5 Long answer: Anything else you would like to tell us? (optional)
- 6 Yes / No: Would you like us to follow up? (optional) (when needed)
- 7 Email: Best email to reach you (when needed)
Why this template works
- "What went wrong?" is required for scores of 1 or 2, so low scores always come with a reason.
- A customer effort question sits beside CSAT: how easy was it to get what you needed.
- Hidden fields carry the ticket ID and agent from the link.
Works with
Connect these after you publish, from the Connect tab.
- Slack Alert the team about low scores
- Google Sheets Track CSAT over time
- Webhooks Send scores back to your help desk with ticket_id
Questions about this template
How do I calculate CSAT?
CSAT is the share of respondents who choose 4 or 5 on the 5-point scale. PulseFormCreator's answer summary shows how many people chose each score.
When should I send a CSAT survey?
Straight after the interaction: when a ticket closes, an order arrives or a visit ends. The details are still fresh then.
Related templates
If you run CSAT in SurveyMonkey today, see the SurveyMonkey alternative page.
Start with the customer satisfaction survey (csat) template
Edit it straight away with no account. You only confirm your email when you publish.