Strengthen CSAT with surveys. Use our expert-written customer satisfaction survey questions and free templates to better understand your customers.
We’ve all taken them. We’ve all abandoned poorly written, unclear, too specific or too general customer satisfaction surveys. We opened the survey in good faith, ready to provide wisdom to the organisation that seemed to care about our opinion, only to find leading questions geared towards receiving glowing reviews.
There is an art to writing an effective customer satisfaction survey. To that end, we’ve compiled 50 customer satisfaction survey question examples and tips to avoid common mistakes when crafting them.
Customer satisfaction surveys enable you to evaluate customer sentiment at a micro or macro level. This includes customers’ general level of satisfaction with your product or service, their experiences with your customer service, their happiness with your organisation and more. The Customer Satisfaction (CSAT) Score survey is the most popular customer feedback survey to measure satisfaction.
The Customer Satisfaction Score metric is a measurement that determines how happy customers are with an organisation, its products or services and its capabilities.
CSAT asks: “How would you rate your experience with our (fill in the blank)?”, where the responses range from “Very satisfied” to “Very dissatisfied”.
To calculate your CSAT score, divide the number of satisfied customers by all your respondents and multiply the result by 100. You’ll end up with a percentage; the higher it is, the more satisfied your customers are. Check out our ultimate guide to the Customer Satisfaction Score to learn CSAT best practices, industry benchmarks and more.