Customer satisfaction (CSAT) survey template
A three-minute check on how a recent purchase or support interaction went, with one open question that tells you why.
6 questions · about 3 minutes to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- Within 48 hours of a purchase, delivery or support interaction.
- Who it is for
- Customers who just completed a transaction with you.
How to use this template
- Send within 48 hours of the interaction while it is fresh.
- Read the open-text answers from detractors first; they explain the score.
- Track the top-two-box share (very satisfied + satisfied) over time rather than the average.
Questions in the customer satisfaction (csat) template
1. Overall, how satisfied are you with your recent experience?
rating
2. Did we resolve what you needed on the first try?
single choice · Yes, Partly, No
3. How easy was it to get what you needed?
rating
4. Which of these describe your experience?
multi choice · Fast, Friendly, Knowledgeable, Confusing, Slow, Expensive, Other
5. How likely are you to recommend us to a friend or colleague?
nps
6. What is the one thing we could do better?
open text
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.Overall, how satisfied are you with your recent experience?
120 answered| Answer | Count | Percent |
|---|---|---|
| 1 | 8 | 7% |
| 2 | 12 | 10% |
| 3 | 28 | 23% |
| 4 | 29 | 24% |
| 5 | 43 | 36% |
2.Did we resolve what you needed on the first try?
120 answered| Answer | Count | Percent |
|---|---|---|
| Yes | 24 | 20% |
| Partly | 39 | 33% |
| No | 57 | 48% |
3.How easy was it to get what you needed?
120 answered| Answer | Count | Percent |
|---|---|---|
| 1 | 5 | 4% |
| 2 | 10 | 8% |
| 3 | 26 | 22% |
| 4 | 37 | 31% |
| 5 | 42 | 35% |
4.Which of these describe your experience?
113 answered| Answer | Count | Percent |
|---|---|---|
| Fast | 67 | 59% |
| Friendly | 56 | 50% |
| Knowledgeable | 27 | 24% |
| Confusing | 72 | 64% |
| Slow | 57 | 50% |
| Expensive | 15 | 13% |
| Other | 87 | 77% |
How to read these questions
- rating: Report the mean and the top-two-box share (the two highest points). Top-two-box is easier to explain and less sensitive to a few extreme answers.
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
- multi choice: Percentages add up to more than 100% because people can pick several. Compare options by share of respondents, not share of picks.
Frequently asked questions
When should I send a customer satisfaction (csat)?
Within 24–48 hours of the interaction it asks about, while the details are fresh. Later than a week and both response rate and accuracy drop.
How many questions should a customer satisfaction survey have?
Five to eight. One overall satisfaction rating, two or three drivers, and one open question is enough to act on; longer surveys lose respondents before the open question.
How long does the customer satisfaction (csat) survey take to complete?
About 3 minutes: 6 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
Related templates
- Customer onboarding feedbackAfter the first 30 days: was setup clear, did they reach first value, and what nearly made them give up.
- Net Promoter Score (NPS)The standard 0–10 loyalty question plus the two follow-ups that make it actionable: the reason, and permission to follow up.
- Transactional NPSNPS tied to a specific moment (delivery, onboarding, support) so you can see which touchpoints create promoters and detractors.
- Customer effort score (CES)Measure how hard customers had to work to get an issue resolved; low effort predicts repeat business better than satisfaction.