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CSAT survey template

See how satisfied customers are, while the experience is fresh

Two questions: a rating of the experience from one to five stars, and what could have been done better. Usertick reads every written answer and files it under a theme, so each low rating comes with its reason.

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What this CSAT survey tells you

A CSAT survey asks customers to rate one experience they just had. This template asks for a rating from one to five stars, from very dissatisfied to very satisfied, and then what could have been done better, in about 40 seconds. Because the wording names no product or channel, it fits a purchase, a visit, a delivery or a support conversation.

It works best within a day of the experience. Send it by email to the customers you served that day, show it on your website after a key step such as a booking or a help article, or share its link in your own receipt or message. It also runs as a conversation, one question at a time, with a short reply after the rating.

Results shows the average rating, a bar per star and the share who rated 4 or higher, which is the CSAT score, each compared with the period before. Every written answer gets a category, a theme, a type such as complaint or idea, and a sentiment, so the reasons behind the low ratings are grouped for you.

In an emailOn your websiteAs a linkAs a conversation
Questions
2
Time to answer
Under a minute
Written for
Within a day of a purchase, a visit or a support conversation
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 2 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 2 · Stars

Overall, how satisfied are you with your experience?

Why ask it
One rating of the whole experience is quick to answer and easy to compare over time. Five stars keep the choice simple on a phone and inside an email, where customers can tap a star without opening a page first.
What you learn
The average, a bar for each star and the share who rated 4 or 5, which is your CSAT, against the period before. Select 1 or 2 stars to read only what unhappy customers wrote.
Make it yours
Name the experience in the label when the survey is for one moment, such as Overall, how satisfied are you with your delivery?, so customers rate the right thing.
Question 2 of 2 · Text · Optional

What could we have done better?

Why ask it
Asking what could have been better invites specifics, even from customers who gave four stars, and gives your team something concrete to change.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends. Usertick also marks each one as a complaint, an idea, a question, a bug or praise. Choose 3 stars to read what kept those customers from rating higher.
Make it yours
Keep it optional, so a customer who only wants to rate still sends the stars.

What the answers show

Results turns each question into numbers you can follow week by week.

Overall, how satisfied are you with your experience?

The average rating and the share who gave 4 or 5 stars, against the period before.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Customer satisfaction (CSAT) in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask within a day

    Send it the same day or the next morning, while customers still remember the details. Send to a list of that day's customers, or put the link in the receipt or message your own system already sends.

  2. 02

    Rate one experience per survey

    Duplicate the template for each moment you want rated, such as delivery and support, and change the label, so a low rating points to the team that can fix it.

  3. 03

    Name the place or the team

    When you serve customers in several places, add a question that names the store or the team, then select an answer in Results to see that group's rating.

  4. 04

    Answer the low ratings

    On every plan, a workflow posts every rating of 1 or 2 stars to Slack or Microsoft Teams. Give each one an owner in the inbox and write back to the customer.

CSAT surveysEmail surveysSatisfaction questions

More satisfaction templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
CSATCustomer satisfaction surveyA complete customer satisfaction survey: loyalty, quality, value and service in one form, plus how long they've been a customer. Send it by email once or twice a year.
CSATProduct reviewCollect star ratings and written reviews you can show on the product page, with an optional photo. Send it one to two weeks after delivery, once the product has been used.
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.
CSATCourse evaluationCollect end-of-course feedback on the content, the pace and the instructor, plus one change for next time. Send it in the last week of the course, before final grades.

Frequently asked questions

Within a day of the experience you want rated. A week later, customers tend to rate their general feeling about you more than the moment itself.

Results shows the share of customers who rated 4 or 5 stars as the CSAT score, next to the average rating and a bar for each star, and compares all three with the period before.

Use CSAT to rate one experience, such as a delivery or a support conversation, and NPS to ask about the relationship as a whole. You can run both: CSAT after each moment and NPS a few times a year.

Read the written answer, contact the customer and fix the cause. On every plan, a workflow can send every low rating to Slack or Microsoft Teams or open a Zendesk ticket for it.

Yes. Usertick emails the survey to your contact list, and customers tap a star inside the email to open the rest with their rating kept. Usertick sends 50 emails a month on Free, 500 on Starter, 2,500 on Pro and 10,000 on Business, or you can connect your own sender.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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