The Customer Satisfaction (CSAT) question enables organizations to measure how satisfied customers are with a specific product, service, or interaction. It provides a straightforward method for capturing customer sentiments, offering actionable insights that help identify areas for improvement. The goal is to deliver a simple yet effective tool for gauging satisfaction, ensuring the survey captures meaningful feedback that benefits both businesses and respondents.

Business Use Cases

• Improve Customer Support: Organizations aiming to evaluate the quality of their customer support can integrate Customer Satisfaction (CSAT) questions into post-interaction surveys. This approach helps assess whether the support experience aligns with customer expectations and highlights areas that may require improvement. By capturing feedback immediately after an interaction, businesses gain actionable insights that can be used to enhance service quality, train support teams, and drive continuous improvement in the customer experience.

• Measure Product Satisfraction: After launching a new product or feature update, organizations can use Customer Satisfaction (CSAT) questions in follow-up surveys to capture real-time user feedback on usability and functionality. This allows product teams to quickly understand how the update is being received, identify what’s working well, and uncover areas needing improvement. By collecting direct insights from users, businesses can make informed decisions and effectively prioritize future enhancements to better align with customer needs.

Customer Satisfaction (CSAT) questions offer a straightforward and quantifiable method for assessing how customers feel about a product, service, or interaction. For example, a customer support lead can use CSAT scores to gain actionable insights for improvement, identifying specific areas where the support experience can be enhanced. Similarly, a product manager can implement CSAT questions to create a quick feedback loop, allowing for the collection of real-time customer feedback after product updates or feature releases. This enables timely adjustments to products, services, or support strategies, ensuring that customer expectations are continuously met and exceeded.

Prerequisites

You will need View, Edit and Delete permissions at the Program Level to access Survey Logics.

• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.

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Setting Up CSAT Questions

Let us try to understand the configuration steps:

1. Go to Builder and in the Question Library select CSAT Rating.

Question Layout

It helps to modify the CSAT Survey Question Type.

1. ​Question Title: You can add the question title by clicking on the Question Title Option.

2. Font Size: Click Font Size to change the size of the title text.

3. Text Color: Click Text Colour to change the colour of the text.

4. Bold: Click Bold to bold the text.

5. Italic: Click Italic to make it italics.

6. Underline: Click Underline to underline the text.

7. Insert Link: Click to insert URL.

8. Add Bulleted List: Click to add bullets.

9. Add Numbered List: Click to create a numbered list.

10. Align: Assistance in aligning the text (to the left, right, or center) is needed.

11. Insert Table: Click to insert table.

12. Clear Formatting: Select to remove the formatting.

13. ​Placeholder: Click to incorporate placeholder text into the information piping of a question title externally, making it dynamic in nature.

14. Add a Description to a Question

    • Locate the Description toggle below the question text field.

    • Enable the toggle.

    • Enter the description text to provide additional context or instructions.

    • Use formatting options such as:

      • Bold

      • Hyperlinks

      • Bulleted lists

      • Numbered lists

    In the Styling tab, you can:

    • Display the description Above or Below the question text.
    • Adjust the Top Spacing and Bottom Spacing for the description.

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    • Survey Question Response: Response to one question can be added as a placeholder question title for another.

      Example: Capture name in first question and use them for other questions.

    • Response Metadata: Essentially, it assists in gathering details regarding the particular browser and operating system that the respondent is utilizing. The Response Metadata is further divided into Browser Metadata and Survey Response Standard Fields.

    • Contact Fields: Assists in gathering customer contact details such as their address, email address, and both first and last names.

    • Profile Custom Fields: Helps to tag user profiles.

      Example: user type -advocate, influencer, detractor, etc.

    • Case Fields: Case Custom Fields can also be added as placeholder text. Use the search bar to find your appropriate custom field and select it as Placeholder Text.

    • Response Custom Fields: It is located in the anonymous section and chooses from the response custom field. When the respondent provides an answer, the particular custom field associated with it will be linked to that response.

      Example: If we receive a location response custom field from a particular site for a retail chain, it will be labeled here.

    • Response Date: It records the exact moment when the response is obtained (in various formats). These are utilized in transactional surveys.

    • Transaction Fields: Gathers details pertaining to any additional custom field.

Answers

Helps to select the various Answer Button Type available:

Go to Answers and select Button Type from the drop-down.

1. Radio (Vertical List)

   The Radio (Vertical List) layout displays CSAT scale options as a vertical list of radio buttons. This layout is useful when replicating traditional customer satisfaction surveys or migrating surveys from legacy platforms that use a multiple-choice style CSAT format.

   When this layout is selected:

   • CSAT scale options are displayed in a vertical list.
   • Question Media is supported.
   • N/A (Not Applicable) options are supported.
   • CSAT scoring and analytics calculations remain unchanged.
   • The layout is supported across survey previews and respondent-facing survey experiences on both desktop and mobile devices.
   • Horizontal
   • Vertical
   • Both alignment options are supported across desktop, mobile, and other survey views.
   • Additional labels are not supported when Vertical alignment is selected.
   • Each option behaves as a single-select radio button.
   • Scale labels are displayed next to the corresponding radio button.
   • Multi-statement CSAT questions are supported.
   • You can configure column layouts and supported view variants for the vertical list layout.

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2. Star (Appears by default)

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3. Emoji

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4. Numbered Button

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   Note: Numbered buttons can be customized using question-level styling. Users have the flexibility to adjust the button radius, change the background and border colors, and modify the button text appearance to match their design preferences.

You have the option to switch on "Enable Non-Applicable Option". Enable the N/A (Not Applicable) option if certain statements in your survey may not apply to all respondents. The N/A option is also supported when using the Radio (Vertical List) layout.This option can be toggled globally for the entire question or applied to individual statements as needed. For more details on how responses are handled when N/A is selected, refer to the related help article.

Statements

You can add multiple statements to a single question. Multi-statement CSAT questions are supported when using the Radio (Vertical List) layout.

1. Click Statements Option to add multiple statements to collect CSAT for different features or components within a single question.

2. Click Bulk Edit to modify statements in bulk.

Scale

You can customize the CSAT scale by adding or removing scale items from the right pane. You can configure a maximum of 11 scale items and five labels for a CSAT question. For efficiency, you can also use the bulk edit feature to modify multiple scale items at once.

For the Radio (Vertical List) layout, scale options are displayed from lowest to highest satisfaction by default. If you switch from Radio (Vertical List) to another answer button type, the option values are retained as scale labels.

Labels

Labels help to add more context to the scale. You can add up to five labels. You also have the option to modify labels in bulk using the Bulk Edit feature.

Question Media

Question Media files can be used to attach media files to provide more context to the question. You can click Upload Asset to upload media files using Upload Media or Select from Asset Library. You have the option to adjust the media size by clicking on the slider.

You can align the Question Media by selecting the options from the Alignment drop-down. Refer to this article for more details.

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Media Attachment

You can attach media files for additional information by clicking Add Media option. You can toggle to enable the preview of the media and even download the media.

Manage Respondents Screen

• Edit Logic: Edit logic option helps to edit the logic of question.

• Clone: You have the ability to clone a question without having to create that again.

• Delete: You have the option to delete a question.
  

Styling CSAT Rating

You have the ability to customize the formatting of the Answer. You can choose the Label Alignment by selecting either Above scale or Below scale.

Manage CSAT Rating

Mark as required

Go to Settings and toggle Mark as required to make the question mandatory. Every mandatory question will be indicated by a small red dot. You have the option to incorporate personalized Error Messages for questions that are mandatory. Translations for these custom error messages can be managed under the Translation section. Essential text formatting and styling can be applied to the error text, ensuring that critical guidance is clearly visible. Creators are empowered to use bold, italic, and underline, and to adjust font style, size, and color through the Styling Tab. This functionality is designed to enhance readability, fulfill branding requirements, and support accessibility. For respondents, this translates into errors and instructions that are easy to notice and understand, ultimately providing a smoother survey experience.

Preview

To preview and test the survey to check if the scale and labels appear correctly, click Preview option(top right in the survey builder).

If you are using the Radio (Vertical List) layout, preview the survey in both desktop and mobile views to verify the appearance of the scale, Question Media, and N/A options across devices.

Optimize Survey for Different Screen Sizes

While designing a survey, you can use the Device View selector to preview and optimize the survey experience for different screen sizes.

Supported views include:

• Desktop
• Mobile
• Tablet
• Custom Screen

You can switch between device views and:

• Adjust question alignment.
• Modify spacing and layout.
• Review media placement and sizing.
• Validate the survey experience for each screen size before publishing.

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• Media Alignment: 
• Survey creators can now independently configure how question media is positioned on mobile devices, allowing for a more optimised experience across different screen sizes.
• Select the question containing the media.
• Navigate to the Question Assets section.
• Add or upload the image that you want to associate with the question.
• Configure the image placement using the available alignment settings:
• Web Alignment controls how the image is displayed in desktop and web experiences.
• Mobile Alignment controls how the image is displayed on mobile devices.

Preview the survey in both Desktop and Mobile views to validate the image placement and ensure the experience is optimised for each device type.

Best Practices

• Keep It Simple: Restrict the number of options to 3-5 to prevent overwhelming participants with excessive choices.

• Test on Multiple Devices: Make sure that the CSAT question, including the Radio (Vertical List) layout, is displayed correctly across desktop and mobile devices before publishing.

FAQs