Surveys

Customer Satisfaction Survey (CSAT)

Measure how satisfied customers are with your product, service, or support interaction using a proven CSAT structure.

6 fields

1 page

Ready to use

Included Fields

Overall, how satisfied are you with your experience?

Rating

What did your experience relate to?

Multiple Choice

How easy was it to get what you needed?

Linear Scale

What is the main reason for your score?

Long Answer

What is one thing we could do better?

Long Answer

Leave your email if you'd like us to follow up (optional)

About this template

A customer satisfaction (CSAT) survey measures how happy customers are with a specific experience: a purchase, a support ticket, or the product overall. This template pairs the standard 5-point satisfaction question with follow-ups that explain the score.

The core of any CSAT survey is one question: "How satisfied are you?" on a 1–5 scale. Your CSAT score is the percentage of respondents choosing 4 or 5. What makes a CSAT survey actually useful, though, is the context around that number, which is why this template asks what the experience related to, how easy it was, and the reason behind the score.

Keep it short and send it close to the experience you're measuring: right after a support conversation, a delivery, or an onboarding call. Response rates fall quickly as time passes and as questions pile up.

Tips for better results

1Send the survey within 24 hours of the interaction you're measuring. Memory fades fast.
2Keep the required questions to the rating itself; make the open-text follow-ups optional so busy customers can still give you the score.
3Track CSAT by segment (support vs. product vs. billing) rather than one blended number. The multiple-choice question in this template does that for you.
4Close the loop: the optional email field lets unhappy customers opt into a follow-up, which is often what turns them around.

Frequently asked questions

How is a CSAT score calculated?

Divide the number of satisfied responses (ratings of 4 or 5 on the 5-point scale) by the total number of responses, then multiply by 100. A CSAT of 80% means 8 in 10 respondents were satisfied.

What's the difference between CSAT and NPS?

CSAT measures satisfaction with a specific, recent experience; NPS (Net Promoter Score) measures overall loyalty: how likely someone is to recommend you. Many teams run both: CSAT after interactions, NPS quarterly.

Can I customize this template?

Yes, every question, option, and page is editable in Formly, and you can also ask the AI to adapt it ("make this about our onboarding call") instead of editing by hand.

Who this template is for

Support teams measuring satisfaction after tickets are resolved
E-commerce stores checking in after delivery
SaaS companies tracking satisfaction at key lifecycle moments
Service businesses following up after appointments

Not an exact fit? Use this template as a starting point and edit anything, or describe what you need and let Formly's AI adapt it for you.