CSAT
CSAT (Customer Satisfaction) questions measure how satisfied a customer is with a specific experience, product, or interaction. Customers choose from a set of predefined satisfaction levels, making it easy to track satisfaction over time.
When to Use It
- Post-purchase — "How satisfied are you with your purchase?"
- Support interactions — "How would you rate your experience with our support team?"
- Product feedback — "How satisfied are you with this product?"
- Delivery experience — "How satisfied were you with the delivery?"
How It Works
CSAT questions work like Single Select questions — customers pick one option from a list of satisfaction levels. Unlike NPS (which measures loyalty on a 1-10 scale), CSAT measures satisfaction with a specific touchpoint.
Common satisfaction scales include:
- Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied
- Excellent / Good / Average / Poor
You can customize the answer options to match your brand's tone and the specific experience you're measuring.
CSAT vs. NPS
| CSAT | NPS |
|---|---|---|
Measures | Satisfaction with a specific experience | Overall loyalty and likelihood to recommend |
Scale | Customizable answer options | Fixed 1-10 scale |
Best for | Individual touchpoints (purchase, support, delivery) | Brand-level tracking over time |
When to ask | Right after the experience | Any time |
Many stores use both — CSAT to measure specific interactions and NPS to track overall loyalty.
Adding a CSAT Question
1. Go to Surveys and select your survey.
2. Click the Questions tab, then click Add Question.
3. Select CSAT from the question type list.
4. Type your question and add your satisfaction level options. You can use Suggest Answers to get AI-generated options or add them manually.
Settings
CSAT questions support the same settings as Single Select questions:
- Other — Add a free-text option for customers who want to explain their rating.
- Required — Make the question mandatory.
- Allow Skip — Let customers skip the question.
- Randomize Order — Shuffle the answer order to reduce position bias.
- Sub Heading — Add extra context below the question.
- Follow-up questions — Ask a targeted follow-up based on the answer selected.
Viewing CSAT Results
Go to the Analytics tab on your survey to see a breakdown of responses by satisfaction level, including response counts, percentages, and revenue metrics like AOV and Total Sales per option.
Need Help?
If you have any questions about CSAT, reach out to us via live chat and we'll be happy to help.
Updated on: 26/02/2026
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