Your CSAT score and the average side by side
See the share of customers who rated you 4 or 5 beside the average rating and a bar for every rating, each compared with the same length of time just before.
CSAT surveys
Customer satisfaction surveys that show what to fix
Ask for a rating right after checkout, a support chat or a delivery. Usertick turns the answers into your CSAT score, reads every comment and sends low ratings to the person who can make it right.
A satisfaction score for every moment that matters
CSAT tells you how one moment went: an order, a support case, a delivery, a stay. With Usertick, the rating question appears right after that moment, on your site, in an email or behind a QR code, while the experience is still fresh.
Results shows your CSAT score beside the average rating, compares both with the period before and breaks them down by country, device and page. The AI reads every comment, so the themes behind low ratings are clear without a spreadsheet.
Workflows act on what comes in: a low rating reaches Slack, Microsoft Teams or a Zendesk ticket, the latest score lands on the HubSpot contact, and an alert fires when the average rating drops.
- Plans
- Rating questions, the CSAT score, Results and AI reading on every plan, the free plan included
- Channels
- Website popup, side button or card in the page, email, link and QR code, and chat
- Follow-up
- Slack, Microsoft Teams, alerts, Zendesk, Jira and HubSpot on every plan
- Scales
- Stars, hearts, thumbs or numbers, with as few as 2 steps or as many as 7
Ask for a rating right after the moment
Put the question where the experience happens, so every answer describes one order, one case or one visit.
After checkout
Place the rating on your order confirmation page, inside the page or as a popup, so every new customer can say how buying went while it is fresh.
When a support conversation ends
Open the survey when someone closes your chat or finishes a support flow. A click on your own button or an event from your code opens it, on 1 survey on Free and on every survey from Starter.
In the follow-up email
Put the stars inside the message. One tap picks the rating and opens the rest of the survey with that rating filled in.
At the table, the desk or the counter
Print a QR code on a receipt, a table card or a room card. To compare locations, give each one its own copy of the survey, or ask which place the customer visited and filter Results by that answer.
As a short conversation
Ask one question at a time in Chat, with a reply that changes with the rating before the follow-up question.
Read the score the way your team does
Results keeps the CSAT score, the average rating and the comments together.
One click to the unhappy customers
Select the low ratings, and the whole page filters to the people who gave them, with their comments, countries and devices.
The reasons behind low ratings
Every written answer is read as it arrives and sorted by theme, type, sentiment and urgency, in any language. Themes show how often each topic came up and how it changed, and once a week reaches 30 responses, the AI reading says what changed and what to do next.
Make every low rating someone's job
Workflows send each answer to the right place the moment it arrives.
Low ratings in Slack or Teams
Post every rating of 2 or lower to your support channel, with buttons that assign it or set its status in Usertick. Every plan.
A ticket for the case that went wrong
Open a Zendesk ticket with the answers as an internal note, or a Jira issue whose status syncs back to the response. Every plan.
The rating on the customer's record
Write the latest rating and its reading to the HubSpot contact, and add a follow-up task for the owner. Every plan, with the task from Starter.
An alert when the average drops
Set a line, such as an average below 4 over the last 7 days. Usertick checks every hour and posts once the rating crosses it. Every plan.
An owner for every unhappy customer
Give each low rating an owner and a status in the inbox, and follow it through to Resolved.
How to run a CSAT survey with Usertick
Four steps from a template to your first score.
- 1
Start from a template
Pick the CSAT template or one written for support, delivery or a hotel stay, or describe the moment to Create with AI.
- 2
Ask why after the rating
Follow the rating with one open question. A branching rule can send ratings of 2 or lower to a question about what went wrong.
- 3
Place it at the moment
Embed it on the confirmation page, open it when a chat ends, send it by email or print its QR code, and choose how often it returns.
- 4
Publish and follow up
Publish the survey, and answers arrive in Results and the inbox with each comment read. A workflow sends low ratings to your team.
How to get honest CSAT answers
Six habits that keep the score useful and the follow-up fast.
- 01
Ask within hours of the moment
Show the rating on the page where the moment ends, or send the email the same day, while customers still remember the details.
- 02
Give each moment its own survey
Ask about checkout, a support case and a delivery separately, so each score points to one part of the experience.
- 03
Keep the same scale
Stay with one scale, such as 5 stars, so this month's score compares with last month's.
- 04
Always ask why
Follow the rating with an open question, and send low ratings to a question about what went wrong.
- 05
Reply to low ratings within days
Give every unhappy customer an owner, and close the case once someone has followed up.
- 06
Compare with yourself first
Outside benchmarks vary by industry and channel. Compare with the period before, and look for the country, device or page that rates lower.
CSAT templates and questions
Start from a template written for your industry and change any question.
Templates
Browse all templatesCSATCustomer satisfaction (CSAT)Find out how satisfied customers are with a purchase, a visit or a support conversation. Send it within 24 hours, while the experience is still fresh.
SupportLive chat ratingRate each chat conversation and see whether it solved the problem the first time. Show it when the agent closes the chat.
CSATDelivery experienceFind out how the delivery went, whether the order arrived in good condition and how the carrier did. Send it a day after tracking shows the order as delivered.
CSATHotel stayLearn how guests rated their stay, from check-in to breakfast, and whether they'd recommend you. Email it the day after check-out.
Questions from the library
Browse the question library- How satisfied are you with your overall experience?Stars · Satisfaction
- Did we meet your expectations?Yes / No · Satisfaction
- What is the main reason for your score?Text · Satisfaction
- How satisfied are you with how fast things get done?Stars · Satisfaction
- How satisfied are you with how fast we replied?Stars · Support
- How would you rate the person who helped you?Stars · Support
- How could we have handled this better?Text · Support
- How would you rate the delivery?Stars · Delivery and shipping
Frequently asked questions
CSAT is the share of customers who gave one of the top ratings. On a 5-point scale, ratings of 4 and 5 count as satisfied, and on a 7-point scale, 6 and 7. Usertick works out the share from the first rating question in the survey and shows it beside the average rating.
It depends on the industry, the channel and the moment you ask about, so outside benchmarks are a rough guide at best. The most useful comparison is your own score in the period before, which Results shows beside every chart.
CSAT asks how satisfied someone is with one moment, such as an order or a support case. NPS asks how likely they are to recommend you, which describes the whole relationship. CES asks how easy something was. Usertick runs all three, and Results shows each with its own score.
Right after the moment it is about: on the order confirmation page, when a support chat closes, or in an email the same day. On a website, choose how often the survey returns, such as on every visit, so every order or case can be rated.
Yes. The stars sit inside the message, and a tap opens the survey with the rating already picked, so the follow-up question is one step away. The rating is saved once the customer submits the survey.
Yes, on your own site. A click on your chat's close button or an event from your code opens the survey, on 1 survey on Free and on every survey from Starter. For a help desk email, add the survey's link to your closing message.
On every plan, a workflow posts them to Slack or Microsoft Teams with buttons to assign them. From Starter, an alert can also fire when the average rating drops, and a low rating can also open a Zendesk ticket or a Jira issue, or update the customer's HubSpot record.
Yes. AI reads each written answer as it arrives and gives it a theme, a type and a sentiment, and the response an urgency and a customer risk, in any language. Reading runs on every plan, with no monthly allowance.
Yes. Rating questions, the CSAT score, Results, AI reading and workflows and alerts to Zendesk, Jira and HubSpot come with every plan, the free plan included, with 1 workflow per survey on Free. Starter adds more workflows, and Pro adds scheduled reports.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
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