Feedback & research
CSAT survey template
Rate the experience, then say why — unhappy answers get a follow-up before the form moves on.
- 6 questions
- about a minute
- Logic
- Premium: AI follow-ups
- Welcome screen
Free forever, with unlimited responses. No credit card.
What's in this template
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How happy were you with how that went?
1 to 5, Very unhappy → Very happy
Follow-up Sorry that wasn't better — what let you down?
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02 Long text
What would have made it a five out of five?
-
03 Long text
What worked best for you?
-
How much effort did it take on your side?
1 to 7, Very little → A great deal
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Would you come back to us?
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06 Email
If you'd like a reply, where can we reach you?
Why these questions
A CSAT survey should be sent straight after the thing it asks about: a support conversation, a delivery, an onboarding call. So this template is short enough to finish on a phone in under a minute, and it opens with the only question that really matters: how happy were you with how that went, from 1 to 5.
The next question depends on the answer. A 4 or 5 is asked what worked best, which tells you what to keep doing. Anything lower is asked what would have made it a five, which is more useful than "what went wrong?" because it asks for a fix rather than a complaint. On Premium, a 1 or a 2 also gets one follow-up before the form moves on: "Sorry that wasn't better — what let you down?" You write that follow-up yourself, so it's asked word for word, instantly.
Then everyone answers a customer effort question on a 1 to 7 scale. Satisfaction tells you how people felt; effort tells you how hard you made them work, and it's often the better predictor of whether they come back. A yes/no "would you come back?" and an optional email for a reply finish it off.
To make it shorter, drop the effort question. To tie answers to a ticket, add a
hidden field such as ticket_id to the link your helpdesk sends.
Reading the answers: CSAT is the share of 4s and 5s. The CSAT calculator works it out from an export, and notifications can email the team the moment an unhappy answer arrives.
How the logic works
Each rule is checked once its question is answered, and the first one that matches decides where the respondent goes next. How logic works
- After “How happy were you with how that went?”: if the answer is 4 or more, jump to “What worked best for you?”.
- After “What would have made it a five out of five?”, always jump to “How much effort did it take on your side?”.
Make it yours
- Logic Answers decide what comes next, so each person only sees what applies to them.
- AI follow-ups Premium Asks one more question when an answer needs it, before moving on.
- Welcome screen Opens with a title, a line of context and how long it takes.
- Design Your colours, font and corners, and a picture or video on any screen.
- Encryption Turn it on and personal answers are encrypted at rest.
- Email notifications Teammates hear about each response as it's completed.
- Webhooks Send every response to your own systems, signed.
- Embedding Put it on your site inline, as a popup or as a slider.
Questions people ask
How do you calculate a CSAT score?
Count the responses that answered 4 or 5, divide by the total number of responses, and multiply by 100. A score of 80% means four in five customers were satisfied.
What's the difference between CSAT and NPS?
CSAT asks about one interaction, straight after it happened. NPS asks how likely someone is to recommend you overall. Use CSAT to judge a support team or a process, and NPS to track loyalty over months.
Is the follow-up question an AI feature?
It doesn't have to be. This template ships with a follow-up you write yourself, which is asked word for word. Follow-ups are a Premium feature, and on Premium they can also be written by AI from what the customer just said. On the free plan the form simply moves on.
When should I send a CSAT survey?
Within a few hours of the interaction, while it's fresh. Most teams trigger it from their helpdesk when a ticket closes, with the ticket id in the link as a hidden field.
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