A Customer Satisfaction (CSAT) survey measures how satisfied visitors are with a specific aspect of your product or experience. CSAT surveys capture short-term feedback during or after specific interactions, helping you identify areas for improvement.
Use cases
Use a CSAT survey when you want to:
- Understand how visitors feel after completing a task, such as onboarding or a support interaction.
- Evaluate satisfaction with a specific feature or product area after a rollout.
- Track changes in satisfaction over time using recurring surveys.
CSAT survey questions
A standard CSAT survey includes a primary satisfaction question and optional supporting questions. The default template includes:
| Question | Required | Description |
|---|---|---|
| Overall satisfaction rating | Yes | Visitors rank product satisfaction, typically using a 5-point scale (for example, from "Extremely satisfied" to "Extremely dissatisfied"). This question determines the overall CSAT score. |
| Ease-of-use rating | No | Visitors rate product usability. |
| Customer support rating | No | Visitors rate their experience with customer support. |
| What did you like most about the product? | No | Open-answer feedback from visitors. |
| What can we improve? | No | Open-answer feedback from visitors. |
In the table, required means that the question is essential for Pendo users to include in the survey as it determines the overall score of the survey. Visitors don't need to answer all the questions to submit their survey response.
Customize your survey
You can customize the non-essential questions in your CSAT survey to match your feedback goals. For more detail on creating a survey, see Create a CSAT survey. When editing a survey, you can:
- Add questions. Add open answer, rating scale, or multiple choice questions to your survey.
- Reorder questions. Use drag and drop to change the order of non-essential questions.
- Remove questions. Remove any question that doesn't determine the overall CSAT score.
Limitations
Surveys in Sentiment use a fixed template to ensure consistent scoring and reporting. This means you can't:
- Remove questions that determine the overall survey score.
- Reorder the questions that determine the overall survey score. They must appear first in the survey.
- Add additional sections to the "Thank you" message.
- Combine survey steps into a single step after you've created a survey.
How a CSAT score is calculated
The overall CSAT score is calculated as the percentage of positive responses out of total responses. Written feedback provides context to interpret the score, but doesn't affect the score.
\[ CSAT = 100 \times \frac{Positive Responses}{Total Responses} \]
For example, if 80 out of 100 respondents answered "Satisfied" or "Very satisfied" to the question "How satisfied are you with [product name]?", the CSAT score is 80%.
You can also track ease-of-use and customer support ratings using CSAT surveys.