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:
- Go to Sentiment.
- Select the Customer Satisfaction (CSAT) tile.
- 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.
- 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.
- 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.
- (Optional) Select Don't show "Thank you" message at end of survey to exclude this step.
- 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:
- 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 either numeric or emoji response type.
- Repeat the above process for the ease-of-use and customer support questions.
- Use the preview panel to review the survey.
- 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.
- Edit the confirmation message text by typing in the Heading field.
- Review the full survey flow across all steps.
- 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
- In the survey editor, select Add question.
- 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.
- Configure the question text and options.
- Use the preview panel to review the survey.
- Select Save changes.
You can't add questions to the confirmation message step.
Reorder questions
- In the survey editor, use drag and drop to move non-essential questions into your preferred order.
- Use the preview panel to review the updated question order.
- Select Save changes.
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.