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CSAT survey questionnaire

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Without customers, your business won’t see any sales. And without customer satisfaction, you won’t see growth in business. Failing in providing excellent and consistent customer experience, it is highly likely your business will be one among the crowd and forgotten in the future. 

Customer satisfaction on their experience with the brand is the key player to differentiate your business from the rest. The more satisfied your customers are, the more your brand is likely to get popular. 

This brings us to CSAT surveys. You cannot blindly on assumption fix the internal and external aspects of the business. To ensure customers have a positive experience you need to ask customers how they feel about your brand. 

CSAT surveys help you learn what your customers say and feel about your company. This helps you analyze and improve the customer experience. 

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What is a CSAT survey?

CSAT survey is focused on understanding the level of customer satisfaction which includes one particular question asked in various ways.

The CSAT survey includes closed-ended questions that ask customers in a direct manner how they feel about certain aspects. The aim is to gather quantifiable responses. There are several ways you can collect customer’s levels of satisfaction. Some of these ways are:

  • A satisfaction scale ranging from 1 to 10 (or, 3, 5, 7, 100). In the scale 1 indicates extremely unsatisfied or bad and 10 indicates extremely satisfied or good.
  • A descriptive scale that uses “unsatisfied” and “satisfied” scales instead of numbers. The scale includes: very unsatisfied, unsatisfied, neutral, satisfied, very satisfied
  • An agreement/ disagreement scale or Yes/No scale. 
  • An emoji scale that uses sad face for unsatisfied, happy for satisfied and indifferent face for neutral. 
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  • A star rating with 1 to 5 stars. 
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User Experience

CSAT questions

Closed-ended questions for CSAT survey

You can ask questions about different touchpoints of a customer journey to get a clear view of the customers who are happy about the services they receive in these areas. 

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You can use the rating scale question about the satisfaction level

  • How satisfied are you with your interaction with the service rep today?
  • How satisfied are you with the courier service used to deliver our product?
  • How satisfied are you with your product quality?
  • How satisfied are you with the website performance of our company?

You can also include other close-ended satisfaction questions using other scales. 

  • How likely are you to recommend buying from us within your circle of friends?
  • My inquiry was effectively addressed by the customer support team. Agree/Disagree 
  • How likely are you to visit our store for purchase again?
  • How do you feel about the employee behavior during your in-store experience? (emoji or star rating scale)

You can also include open-ended questions to get more insight into customer satisfaction. But, remember these questions will not contribute to your CSAT score. The feedback from these open-text questions is solely to learn about the customer’s experience in detail. 

You have to be careful, however, to design the survey carefully to avoid falling victim to survey fatigue. 

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Open-text questions for CSAT survey

  • What would you say was the memorable interaction you had with our brand?

This is a way of asking what they like about your brand. From your customer’s response, you can identify what impressed them the most and what factor actually matters to them. Your customers may prefer the proactive manner the customer service responds or a friendly attitude

  • Tell us how we can improve our services for you.

You will be surprised by the opinions and suggestions you may receive from the customers. This question gives you customers the chance to share suggestions that they believe would be beneficial for the customers. 

  • Did your experience meet the expectations you had from us?

Overlooking the gap between customer expectations and actual experience is a mistake no business should make. 66% of customers expect brands to understand the expectations and needs of their customers. 

Practices to follow for CSAT survey

Keep it short and simple. A customer will only spend a minute or two on a survey. If your survey is too long they are more likely to abandon it mid-way. Keep the questions concise and use language spoken by common people. 

The Odd-number scale gives responders the option to select a neutral option. This option is good for questions for which customers have no opinions. Even scales force responders to select a “satisfied” or “unsatisfied” opinion. Customers may skip or leave the survey if they feel they are being forced to make an opinion. 

Include the option of “I Don’t Know” or “No Answer” in the options. Respondents may feel frustrated and annoyed if they feel obligated to answer questions. More annoyed if the questions are irrelevant to their experience. 

Don’t overuse Open-text Questions. Use open-text for questions you want more information. Don’t ask respondents to provide a reason for every score. Use it for those factors that you want to understand from the customer’s perspective. 

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FAQs

It is always advised to create a short survey to ensure respondents complete it. SO, for your customer satisfaction survey, you can write up to 8 questions or 10 at most. If you want more data you can follow up with another survey. 

A CSAT survey generally asks the respondents to rate their satisfaction with the brand, its products or services, or interaction with service reps. The answer option is a rating scale of 10 to 10, or a satisfaction scale from “very unsatisfied” to “very satisfied”. 

The best moment to send a CSAT survey is right after a customer completes an action. You can send a product satisfaction survey after the customer receives the product. You can send customers a CSAT survey after their interaction with the service rep, or after a webinar. Send the CSAT survey right after the interaction when the experience is fresh on their mind. This way you can receive accurate insight. 

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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries