Measure satisfaction right after the moments that matter
A CSAT survey (Customer Satisfaction Score) helps you understand how satisfied customers are with a specific interaction — like a support ticket, onboarding session, delivery, or a product milestone.
- Best for post-interaction feedback (support, onboarding, delivery).
- Easy to benchmark per team, channel, or journey stage.
- Turns into action fast: follow-ups, coaching, and process fixes.
What a CSAT survey tells you
CSAT measures satisfaction with a specific moment. It’s not a “relationship” metric like NPS — it’s a quality signal tied to a single touchpoint.
A common CSAT question
Keep it short. One question plus an optional follow-up comment gives you both a score and the “why”.
Example question
How satisfied were you with the support you received today?
Scale options: 1–5 or 1–7 (from “Very dissatisfied” to “Very satisfied”).
How CSAT is usually calculated
Most teams calculate CSAT as the percentage of “satisfied” responses. For a 1–5 scale, that typically means 4–5.
- CSAT % = (number of satisfied responses ÷ total responses) × 100
- Define what “satisfied” means (e.g., 4–5) and keep it consistent.
- Segment by channel/team to find the real problems faster.
Best CSAT survey moments in the customer journey
CSAT works best when you can tie the score to a specific owner, process, or interaction — so you can fix what caused the experience.
After support tickets
Measure satisfaction after a ticket closes to improve speed, quality, and communication.
After onboarding steps
Track satisfaction after key onboarding milestones to reduce drop-off and confusion.
After delivery or implementation
Validate whether customers felt the process was smooth and expectations were met.
What to do with CSAT results
CSAT becomes valuable when you close the loop quickly and learn systematically. The goal isn’t “more surveys” — it’s better experiences.
Close the loop (fast)
- Follow up on low scores within 24–48 hours.
- Ask one clarifying question and confirm next steps.
- Tag common themes (speed, clarity, outcome, friendliness).
Improve the system
- Review low scores weekly by team/channel to spot patterns.
- Fix recurring issues (handoffs, templates, SLAs, product gaps).
- Share wins too — highlight what customers love.
Pro tip: add one follow-up question
After the score, ask: “What could we have done better?” It’s the easiest way to turn a number into something you can actually fix.
Keep it optional to maximize completion rates.
Common CSAT questions
Quick answers to help you choose the right question, timing, and scale.
What is a CSAT survey?
CSAT measures how satisfied a customer was with a specific interaction (support, onboarding, delivery, etc.). It’s usually one rating question, optionally followed by a comment field.
When should I send CSAT?
Send it immediately after the interaction you’re measuring. CSAT is most accurate when the experience is fresh and the customer remembers the details.
What scale should I use?
A 1–5 scale is the most common because it’s simple and easy to benchmark. A 1–7 scale adds nuance. Pick one approach and keep it consistent over time.
How do I calculate CSAT?
A common method is the percentage of “satisfied” responses. On a 1–5 scale, that’s often ratings 4–5: (satisfied ÷ total) × 100.
CSAT vs NPS vs CES — which should I use?
CSAT = satisfaction with a moment. NPS = loyalty/relationship health. CES = effort and friction. Many teams use all three across different parts of the journey.
Should I add a follow-up question?
Yes — one optional “What could we have done better?” turns a number into an actionable insight. Keep it optional to protect response rates.
Explore other customer feedback surveys
CSAT measures satisfaction with a single moment. For relationship health and loyalty, use NPS. For friction and ease-of-use, use CES.
NPS Survey
Measure loyalty and long-term relationship health with the classic “recommend us” question.
CES Survey
Measure effort to uncover friction in onboarding, support, and key workflows.
Want to run CSAT surveys without messy tools?
Join the waitlist and we’ll reach out when Novella is ready for new teams. We’ll help you set up CSAT at the right moments — and route results into the workflows your team already uses.