Create a CSAT survey

You can create a Customer Satisfaction (CSAT) survey in Sentiment to measure how satisfied visitors are with your product or experience. You can customize the phrasing of the questions to better match your organization's tone. For more information about CSAT surveys, see Customer Satisfaction (CSAT) surveys.

Set up a CSAT survey

To create a CSAT survey:

1. Go to Sentiment.
2. Select the Customer Satisfaction (CSAT) tile.

3. Configure your survey with the following fields:
   • Product name (required). This product name is inserted into the survey questions. Ensure you choose a suitable visitor-facing name.
   • App (required). Select the relevant app.
   • Product Area (optional). Select the relevant Product Area.
   • Theme (required). Select a theme to apply to the survey. For more information, see Manage NPS themes and insights.
4. If the Sentiment email beta is on for your subscription, choose a delivery method under Delivery: In-app or In-app + email. Email delivery requires a recurring schedule with even distribution. For more information, see Survey settings.
5. Select the position of the survey:
   • Overlay. Display the survey as a lightbox in the center of the page.
   • Footer. Display the survey as a banner at the bottom of the page.
6. Select a layout for the survey questions:
   • Survey over multiple steps. Display survey questions over multiple steps.
   • Survey in a single step. Display all survey questions in a single step.
7. (Optional) Select Don't show "Thank you" message at end of survey to exclude this step.
8. Select Create. This opens the survey editor to allow you to customize the survey content.

Edit survey content

CSAT surveys include a key satisfaction question that determines the overall CSAT score, optional rating questions for ease of use and customer support, and optional open answer feedback questions. The key question can't be removed or reordered.

To edit the survey fields:

1. For the key CSAT question, you can edit any of the following:
   • Question. Responses to this question determine the overall CSAT score.
   • Left label. Describes the most negative answer (for example, Extremely dissatisfied).
   • Right label. Describes the most positive answer (for example, Extremely satisfied).
   • Range. Select a 3-point or 5-point scale.
   • Type. Select a numeric, emoji, or star rating response type.
2. Repeat the above process for the ease-of-use and customer support questions. For these questions, and for any rating scale questions you add, Range also offers a 7-point or 10-point scale. Emoji ratings are available for 3-point and 5-point scales only.
3. Use the preview panel to review the survey.
4. For the open answer feedback questions, you can edit the following field:
   • Question. Use familiar language that your visitors will recognize to improve response chances and quality.

Note: If you delete a survey question and save your changes, you can’t restore the question. To include the question again, create a new survey and delete the current survey.

5. Edit the confirmation message text by typing in the Heading field.
6. Review the full survey flow across all steps.
7. Select Save changes.

Add and reorder questions

You can add new questions and reorder non-essential questions to tailor your CSAT survey to your feedback goals. The key question that determines the overall CSAT score is fixed and can't be moved or removed.

Add a question

1. In the survey editor, select Add question.
2. Choose a question type:
   • Open answer. A free-text response field.
   • Rating scale. A numeric scale for visitors to rate their response.
   • Multiple choice. A set of predefined options where visitors select one answer.
3. Configure the question text and options.
4. Use the preview panel to review the survey.
5. Select Save changes.

You can't add questions to the confirmation message step.

Reorder questions

1. In the survey editor, use drag and drop to move non-essential questions into your preferred order.
2. Use the preview panel to review the updated question order.
3. Select Save changes.

Advance steps automatically

In a CSAT survey with multiple steps, you can set a step to advance automatically. When a visitor answers every question on the step, the survey moves to the next step without them selecting anything.

Automatic advance is set per step. It isn't available for single-step surveys.

To advance a step automatically:

1. In the survey editor, open the Questions tab.
2. At the bottom of the step, select Advance automatically.
3. Use the preview panel to review the survey.
4. Select Save changes.

The Advance automatically checkbox is only available for steps that meet these requirements:

• Every question on the step is required.
• The step doesn't include an open answer question.

If a step doesn't meet the requirements, the checkbox is unavailable and a tooltip explains why. The checkbox is also unavailable if the app's web SDK is on a version earlier than 2.343.0.

After a step advances, visitors can select Previous to go back and change their answers. When they return to a step, a Next button appears so they can continue.

Comment on survey content

You can leave internal comments on a survey's steps and questions while you build it, so your team can review the survey together. Comments stay in Pendo and don't appear in the survey that visitors see.

To add a comment:

1. In the survey editor, open the Questions tab.
2. Select the comment icon on the step or question you want to comment on. The Comments panel opens with that step or question highlighted. To comment on the survey as a whole, select Comment on survey in the panel.
3. Enter your comment in the Add a comment... field, then press Enter or select the send icon. Press Shift+Enter to add a line break.

To see every comment on the survey, select the comment icon at the top of the Questions tab. From the Comments panel, you can:

• Select Reply to respond in a conversation's thread.
• Select the Copy link to thread icon to copy a link that opens the survey at that conversation.
• Select the Delete conversation icon to delete a conversation and all of its replies. Only the person who started the conversation can delete it.

If you delete a question, its comments are deleted too.

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.