When to use it
Use a CSAT survey right after a specific interaction, like a support conversation, a delivery or a purchase. Asking soon afterwards, while people still remember the details, gets you the most accurate answers.
Make it your own
- Name the moment. Change the main question to the interaction you care about, like “your delivery” or “your chat with our team”.
- Match the categories to your business. Edit the “What was your experience about?” options so you can compare scores by topic.
- Keep it short. One required score is enough. Everything else is optional.
Put the answers to work
Send the link in a follow-up email or show it on your order confirmation. In Responses, sort by score to find unhappy customers first, and reply to anyone who left an email.
For a long-term loyalty measure, use the NPS survey.