15 Best CSAT Questions to Gauge Customer Satisfaction Effectively in 2024
Discover the top 15 CSAT questions to effectively measure customer satisfaction. Boost your customer experience with our curated list of CSAT survey questions and learn the importance of customer satisfaction surveys.
Want to improve customer satisfaction by asking the right questions? You’ve come to right place!
Customer experience is most accurately described by those who can provide first-person perspective – your customers. Since all the information you need to boost customer satisfaction is sitting right under your nose, what better way to obtain it than to ask the right questions?
This article will familiarise you with the different types of questions in a CSAT survey and when and how to deploy them for the best results.
Before we proceed, let’s understand what a CSAT survey is.
What is a CSAT Survey?
A CSAT survey or a customer satisfaction survey is a questionnaire that helps you arrive at your CSAT score, which measures customer satisfaction. The survey is usually structured around the simple question:
“How satisfied were you with your experience?”
Respondents can then use a rating scale to log their responses, which are then used to calculate the CSAT score percentage.
With the increased integration of AI tools, you can also modify customer survey questions to include open-ended questions as a follow up, so you can collect valuable insights regarding user experience through detailed feedback.
Before we learn more about the types of customer questions survey questions, let’s first learn how to measure CSAT.
How to Measure CSAT Score?
CSAT survey responses are usually marked on a rating scale. Depending on whether your scale is a three-point, five-point, or ten-point scale, you can assign different levels of satisfaction to certain scores.
For instance, a score of 0 to 4 on a ten-point rating scale indicates dissatisfaction, 5 to 6 is neutral, and a score of 7 to 10 indicates that the responder is satisfied with your product or service.
If your scale is non-numeric, like an emoticon range which describes what your customers are feeling, then a similar division can be made where the two happiest emoticons correlate to customer satisfaction.
The formula to calculate CSAT is
CSAT = (no. of positive responses ÷ no. of respondents) x 100
Remember, to calculate customer satisfaction effectively, you must be able to separate satisfied customers from dissatisfied or neutral ones!
Now, if a 100 customers have logged their responses, and you have identified 65 of them as positive responses, then your
CSAT = (65 ÷ 100) x 100 = 65 percent.
Thus, 65 percent of your respondents are satisfied with your product or service.
Types of Customer Satisfaction Survey Questions
To increase the likelihood of getting the kind of customer feedback you seek, you can choose to alter your customer satisfaction survey template.
There are five types of customer survey questions that you can ask to gauge your customer experience accurately:
Rating question
This is the most common type of question. As mentioned above, you can ask the customer to rate their level of satisfaction on a three-point, five-point, or ten-point scale.
Use a rating question if
You need your response to be numerical
You prioritize ease in calculation
You prefer clarity over nuance
Likert scale question
A Likert scale is a five or seven-point scale that ranges from one attitudinal extreme to the other. For instance, on a seven-point scale, the attitude can range from highly satisfied to highly unsatisfied.
Much like a rating scale, the likert scale gives you a good gauge of customer sentiment.
Binary scale question
Possibly the easiest and quickest CSAT question type, the binary scale allows the customer to choose between two responses: yes or no.
This question type is ideal if you want to collect data that is very easy to process!
Multiple-choice question
Usually used as a follow up to CSAT surveys that are not single-question surveys, multiple choice questions should be your go to if you seek
Additional nuance
Longer responses
To identify customer pain
Open-ended question
A step up from multiple choice questions, the open-ended question offers customers the option of going into descriptive detail about their customer experience.
Exclusively used as follow ups because most customers are less likely to spend the time it requires to answer these types of questions, open-ended questions are helpful in
Identifying reasons for customer churn,
Understanding customer experience, and
Collecting actionable insight
However, these questions are notoriously difficult to convert into calculable data, which is why they are best used in a supplementary fashion and not in a single-question survey.
Confused about how to apply this while constructing your survey? Don’t worry, we’ve compiled a list of questions that you can refer to when you’re in a fix!
15 Best CSAT Questions to Ask
The first half of this section, that is, question 1 to question 7, lists single answer questions that can be asked in a standalone manner. These are quick and easy to answer, and will ensure a higher response rate.
The second half comprising questions 8 to 15, showcases ‘follow-up’ type of survey questions which are best when paired with questions from the first half.
Keep in mind that a survey should have a set agenda, and choose your questions accordingly!
How satisfied are you with our product or service?
This is the standard direct likert or rating scale question that will help your customer support team understand their level of satisfaction.
In order to gauge customer satisfaction effectively, you should ask this question
Within a fortnight of every customer purchase
At regular intervals thereafter, for example, quarterly, biannually, etc
How would you rate our onboarding process?
This rating scale question allows for accurate feedback regarding your onboarding process.
Ask this question to
Identify issues during onboarding
Let your customers know that your customer service team is available from the early stages of their customer lifecycle
How responsive have we been to your queries about our product or service?
Asking your customers for their honest feedback regarding your response time for addressing their queries and relevant questions about product features
Lets you know how your customer support team fairs in comparison to customer expectations
Allows you to work on customer retention throughout customer journey
Understand how customer interactions inform customer satisfaction
How satisfied are you with the information you received before purchase?
This rating or likert scale type of survey question helps you identify if customers had a positive experience with customer service interaction prior to purchase.
A score lower than 90 is unacceptable in this particular case, as your future sale completion rates ability to convert potential customers depends on current customer satisfaction levels regarding the pre-purchase process.
Is it easy to navigate our website?
This question is helpful if you’ve made recent changes on your website and are looking to confirm if customers can access the information they need through it.
Was our product quality up to your expectations?
This binary question allows for only a yes or no response, and helps you understand whether your customers actually liked your product after using it for the first time.
It helps in
Understanding why your customer satisfaction score may not be up to the mark
Cultivating loyal customers by acting on customer insights in real time
Setting up detailed questions as follow up for gathering feedback
How easy was it to use our product or service?
Customer satisfaction surveys are incomplete without this type of survey question because it helps you
Cultivate long term customer loyalty by reconsidering product offerings
Divide your customer segments according to responses
Assign the apprpriate customer service representatives if need be
What is your favourite feature of our product or service?
This follow up question can help you identify what your business got right. It helps you collect information that can be handed over to the product development team for further brainstorming.
Would you purchase another product from us again?
This simple binary question gives customers only two options: yes or no. Thus, it removes any ambiguity about their opinion and allows you to collect accurate responses about negative experiences!
How can we improve our product or service?
An open-ended question asking customers for their input ensures that
They can provide constructive criticism that can facilitate crossfunctional streamlining
Your customer feedback survey has a relevant follow up question that will help you get actionable feedback!
How would you feel if we discontinued our product or service?
This is a subtler way of getting customers to leave additional comments that will let you know exactly what they think of your product or service.
Happy customers will answer these types of questions with negative responses and affirm their customer satisfaction levels.
What was your best customer support interaction? Why?
This question allows for detailed responses that will give you insight into exceptional customer experiences and understand where your customer service experience excels.
It also provides you with many anecdotes to use as examples of customer satisfaction which you can use to illustrate your support team’s success!
How does our product fare in comparison to other similar products?
This rating scale question is a very important follow up question which can help you gauge your performance against competitors and provide valuable feedback to improve customer satisfaction.
Which other options did you consider before buying our product?
A quick survey and your product analytics team can get the information they need to improve your product as a whole.
Understanding your competitors’ strengths and incorporating or bettering their key features is key to coverting customers to your product, and an effective customer satisfaction survey works to unearth insights about this aspect!
What else would you like us to know?
This final open-ended question ensures that
Your customers feel like they have the power to effect change
You get more feedback from customers than the typical customer satisfaction survey template
Still on the fence about CSAT surveys? Read on to know why you should incorporate them in your business!
Why Should You Conduct CSAT Surveys?
CSAT surveys are multifaceted and crucial to tapping into customer sentiment. They have many purposes and are well suited to the B2B Saas world where your profit margin depends upon how your customers feel about
Product quality
Sales interaction
Customer effort
Onboarding
Customer service
Overall customer experience
CSAT surveys done right can equip you with the actionable feedback to
Reduce customer churn
Increase customer retention rates
Improve your CSAT score
Improve brand awareness
To know more about why CSAT is an important metric in the B2B world, you can refer to this article.
1Flow: Do CSAT better!
With 1Flow , you can customize your CSAT surveys to best suit your business’ needs. With its intuitive AI, you can focus on features that matter to customers and create a survey template that stands out.
You can directly integrate customer feedback surveys in post-interaction communications and time your flows for prompt and actionable insight.
Designed with product managers and researchers in mind, 1Flow doesn’t need a developer or someone with technical expertise to operate it.
Some salient features of 1Flow that will help you get better response rates with real-time and personalized CSAT surveys, thus improving your CSAT scores are:
High response Rate
1Flow surveys boast a higher-than-average response rate of 38 percent.
This tried and tested service can greatly help you align with user goals and accelerate your research timeline by collecting more quantitative and qualitative feedback over a short period.
Insightful Dashboards for User Engagement
1Flow’s pre-built reporting and analytical dashboard lets you monitor user behavior and campaign performance effectively.
You can customize your surveys, time your flows according to your convenience, and trigger interactions post a customer event for maximum user engagement.
Designing attractive and intuitive surveys ensures that you get a higher response rate.
No-code Hassle-free Interface
1Flow’s easy operability ensures that you can incorporate perfectly seamless survey questions into your user-flow.
By presenting flows and interactions at the right time you also significantly increase the likelihood of honest customer insights and valuable feedback.
To know more about how this powerful tool can help boost your CSAT and customer retention rate, get started by signing up for 1Flow today!
Want to improve customer satisfaction by asking the right questions? You’ve come to right place!
Customer experience is most accurately described by those who can provide first-person perspective – your customers. Since all the information you need to boost customer satisfaction is sitting right under your nose, what better way to obtain it than to ask the right questions?
This article will familiarise you with the different types of questions in a CSAT survey and when and how to deploy them for the best results.
Before we proceed, let’s understand what a CSAT survey is.
What is a CSAT Survey?
A CSAT survey or a customer satisfaction survey is a questionnaire that helps you arrive at your CSAT score, which measures customer satisfaction. The survey is usually structured around the simple question:
“How satisfied were you with your experience?”
Respondents can then use a rating scale to log their responses, which are then used to calculate the CSAT score percentage.
With the increased integration of AI tools, you can also modify customer survey questions to include open-ended questions as a follow up, so you can collect valuable insights regarding user experience through detailed feedback.
Before we learn more about the types of customer questions survey questions, let’s first learn how to measure CSAT.
How to Measure CSAT Score?
CSAT survey responses are usually marked on a rating scale. Depending on whether your scale is a three-point, five-point, or ten-point scale, you can assign different levels of satisfaction to certain scores.
For instance, a score of 0 to 4 on a ten-point rating scale indicates dissatisfaction, 5 to 6 is neutral, and a score of 7 to 10 indicates that the responder is satisfied with your product or service.
If your scale is non-numeric, like an emoticon range which describes what your customers are feeling, then a similar division can be made where the two happiest emoticons correlate to customer satisfaction.
The formula to calculate CSAT is
CSAT = (no. of positive responses ÷ no. of respondents) x 100
Remember, to calculate customer satisfaction effectively, you must be able to separate satisfied customers from dissatisfied or neutral ones!
Now, if a 100 customers have logged their responses, and you have identified 65 of them as positive responses, then your
CSAT = (65 ÷ 100) x 100 = 65 percent.
Thus, 65 percent of your respondents are satisfied with your product or service.
Types of Customer Satisfaction Survey Questions
To increase the likelihood of getting the kind of customer feedback you seek, you can choose to alter your customer satisfaction survey template.
There are five types of customer survey questions that you can ask to gauge your customer experience accurately:
Rating question
This is the most common type of question. As mentioned above, you can ask the customer to rate their level of satisfaction on a three-point, five-point, or ten-point scale.
Use a rating question if
You need your response to be numerical
You prioritize ease in calculation
You prefer clarity over nuance
Likert scale question
A Likert scale is a five or seven-point scale that ranges from one attitudinal extreme to the other. For instance, on a seven-point scale, the attitude can range from highly satisfied to highly unsatisfied.
Much like a rating scale, the likert scale gives you a good gauge of customer sentiment.
Binary scale question
Possibly the easiest and quickest CSAT question type, the binary scale allows the customer to choose between two responses: yes or no.
This question type is ideal if you want to collect data that is very easy to process!
Multiple-choice question
Usually used as a follow up to CSAT surveys that are not single-question surveys, multiple choice questions should be your go to if you seek
Additional nuance
Longer responses
To identify customer pain
Open-ended question
A step up from multiple choice questions, the open-ended question offers customers the option of going into descriptive detail about their customer experience.
Exclusively used as follow ups because most customers are less likely to spend the time it requires to answer these types of questions, open-ended questions are helpful in
Identifying reasons for customer churn,
Understanding customer experience, and
Collecting actionable insight
However, these questions are notoriously difficult to convert into calculable data, which is why they are best used in a supplementary fashion and not in a single-question survey.
Confused about how to apply this while constructing your survey? Don’t worry, we’ve compiled a list of questions that you can refer to when you’re in a fix!
15 Best CSAT Questions to Ask
The first half of this section, that is, question 1 to question 7, lists single answer questions that can be asked in a standalone manner. These are quick and easy to answer, and will ensure a higher response rate.
The second half comprising questions 8 to 15, showcases ‘follow-up’ type of survey questions which are best when paired with questions from the first half.
Keep in mind that a survey should have a set agenda, and choose your questions accordingly!
How satisfied are you with our product or service?
This is the standard direct likert or rating scale question that will help your customer support team understand their level of satisfaction.
In order to gauge customer satisfaction effectively, you should ask this question
Within a fortnight of every customer purchase
At regular intervals thereafter, for example, quarterly, biannually, etc
How would you rate our onboarding process?
This rating scale question allows for accurate feedback regarding your onboarding process.
Ask this question to
Identify issues during onboarding
Let your customers know that your customer service team is available from the early stages of their customer lifecycle
How responsive have we been to your queries about our product or service?
Asking your customers for their honest feedback regarding your response time for addressing their queries and relevant questions about product features
Lets you know how your customer support team fairs in comparison to customer expectations
Allows you to work on customer retention throughout customer journey
Understand how customer interactions inform customer satisfaction
How satisfied are you with the information you received before purchase?
This rating or likert scale type of survey question helps you identify if customers had a positive experience with customer service interaction prior to purchase.
A score lower than 90 is unacceptable in this particular case, as your future sale completion rates ability to convert potential customers depends on current customer satisfaction levels regarding the pre-purchase process.
Is it easy to navigate our website?
This question is helpful if you’ve made recent changes on your website and are looking to confirm if customers can access the information they need through it.
Was our product quality up to your expectations?
This binary question allows for only a yes or no response, and helps you understand whether your customers actually liked your product after using it for the first time.
It helps in
Understanding why your customer satisfaction score may not be up to the mark
Cultivating loyal customers by acting on customer insights in real time
Setting up detailed questions as follow up for gathering feedback
How easy was it to use our product or service?
Customer satisfaction surveys are incomplete without this type of survey question because it helps you
Cultivate long term customer loyalty by reconsidering product offerings
Divide your customer segments according to responses
Assign the apprpriate customer service representatives if need be
What is your favourite feature of our product or service?
This follow up question can help you identify what your business got right. It helps you collect information that can be handed over to the product development team for further brainstorming.
Would you purchase another product from us again?
This simple binary question gives customers only two options: yes or no. Thus, it removes any ambiguity about their opinion and allows you to collect accurate responses about negative experiences!
How can we improve our product or service?
An open-ended question asking customers for their input ensures that
They can provide constructive criticism that can facilitate crossfunctional streamlining
Your customer feedback survey has a relevant follow up question that will help you get actionable feedback!
How would you feel if we discontinued our product or service?
This is a subtler way of getting customers to leave additional comments that will let you know exactly what they think of your product or service.
Happy customers will answer these types of questions with negative responses and affirm their customer satisfaction levels.
What was your best customer support interaction? Why?
This question allows for detailed responses that will give you insight into exceptional customer experiences and understand where your customer service experience excels.
It also provides you with many anecdotes to use as examples of customer satisfaction which you can use to illustrate your support team’s success!
How does our product fare in comparison to other similar products?
This rating scale question is a very important follow up question which can help you gauge your performance against competitors and provide valuable feedback to improve customer satisfaction.
Which other options did you consider before buying our product?
A quick survey and your product analytics team can get the information they need to improve your product as a whole.
Understanding your competitors’ strengths and incorporating or bettering their key features is key to coverting customers to your product, and an effective customer satisfaction survey works to unearth insights about this aspect!
What else would you like us to know?
This final open-ended question ensures that
Your customers feel like they have the power to effect change
You get more feedback from customers than the typical customer satisfaction survey template
Still on the fence about CSAT surveys? Read on to know why you should incorporate them in your business!
Why Should You Conduct CSAT Surveys?
CSAT surveys are multifaceted and crucial to tapping into customer sentiment. They have many purposes and are well suited to the B2B Saas world where your profit margin depends upon how your customers feel about
Product quality
Sales interaction
Customer effort
Onboarding
Customer service
Overall customer experience
CSAT surveys done right can equip you with the actionable feedback to
Reduce customer churn
Increase customer retention rates
Improve your CSAT score
Improve brand awareness
To know more about why CSAT is an important metric in the B2B world, you can refer to this article.
1Flow: Do CSAT better!
With 1Flow , you can customize your CSAT surveys to best suit your business’ needs. With its intuitive AI, you can focus on features that matter to customers and create a survey template that stands out.
You can directly integrate customer feedback surveys in post-interaction communications and time your flows for prompt and actionable insight.
Designed with product managers and researchers in mind, 1Flow doesn’t need a developer or someone with technical expertise to operate it.
Some salient features of 1Flow that will help you get better response rates with real-time and personalized CSAT surveys, thus improving your CSAT scores are:
High response Rate
1Flow surveys boast a higher-than-average response rate of 38 percent.
This tried and tested service can greatly help you align with user goals and accelerate your research timeline by collecting more quantitative and qualitative feedback over a short period.
Insightful Dashboards for User Engagement
1Flow’s pre-built reporting and analytical dashboard lets you monitor user behavior and campaign performance effectively.
You can customize your surveys, time your flows according to your convenience, and trigger interactions post a customer event for maximum user engagement.
Designing attractive and intuitive surveys ensures that you get a higher response rate.
No-code Hassle-free Interface
1Flow’s easy operability ensures that you can incorporate perfectly seamless survey questions into your user-flow.
By presenting flows and interactions at the right time you also significantly increase the likelihood of honest customer insights and valuable feedback.
To know more about how this powerful tool can help boost your CSAT and customer retention rate, get started by signing up for 1Flow today!
Want to improve customer satisfaction by asking the right questions? You’ve come to right place!
Customer experience is most accurately described by those who can provide first-person perspective – your customers. Since all the information you need to boost customer satisfaction is sitting right under your nose, what better way to obtain it than to ask the right questions?
This article will familiarise you with the different types of questions in a CSAT survey and when and how to deploy them for the best results.
Before we proceed, let’s understand what a CSAT survey is.
What is a CSAT Survey?
A CSAT survey or a customer satisfaction survey is a questionnaire that helps you arrive at your CSAT score, which measures customer satisfaction. The survey is usually structured around the simple question:
“How satisfied were you with your experience?”
Respondents can then use a rating scale to log their responses, which are then used to calculate the CSAT score percentage.
With the increased integration of AI tools, you can also modify customer survey questions to include open-ended questions as a follow up, so you can collect valuable insights regarding user experience through detailed feedback.
Before we learn more about the types of customer questions survey questions, let’s first learn how to measure CSAT.
How to Measure CSAT Score?
CSAT survey responses are usually marked on a rating scale. Depending on whether your scale is a three-point, five-point, or ten-point scale, you can assign different levels of satisfaction to certain scores.
For instance, a score of 0 to 4 on a ten-point rating scale indicates dissatisfaction, 5 to 6 is neutral, and a score of 7 to 10 indicates that the responder is satisfied with your product or service.
If your scale is non-numeric, like an emoticon range which describes what your customers are feeling, then a similar division can be made where the two happiest emoticons correlate to customer satisfaction.
The formula to calculate CSAT is
CSAT = (no. of positive responses ÷ no. of respondents) x 100
Remember, to calculate customer satisfaction effectively, you must be able to separate satisfied customers from dissatisfied or neutral ones!
Now, if a 100 customers have logged their responses, and you have identified 65 of them as positive responses, then your
CSAT = (65 ÷ 100) x 100 = 65 percent.
Thus, 65 percent of your respondents are satisfied with your product or service.
Types of Customer Satisfaction Survey Questions
To increase the likelihood of getting the kind of customer feedback you seek, you can choose to alter your customer satisfaction survey template.
There are five types of customer survey questions that you can ask to gauge your customer experience accurately:
Rating question
This is the most common type of question. As mentioned above, you can ask the customer to rate their level of satisfaction on a three-point, five-point, or ten-point scale.
Use a rating question if
You need your response to be numerical
You prioritize ease in calculation
You prefer clarity over nuance
Likert scale question
A Likert scale is a five or seven-point scale that ranges from one attitudinal extreme to the other. For instance, on a seven-point scale, the attitude can range from highly satisfied to highly unsatisfied.
Much like a rating scale, the likert scale gives you a good gauge of customer sentiment.
Binary scale question
Possibly the easiest and quickest CSAT question type, the binary scale allows the customer to choose between two responses: yes or no.
This question type is ideal if you want to collect data that is very easy to process!
Multiple-choice question
Usually used as a follow up to CSAT surveys that are not single-question surveys, multiple choice questions should be your go to if you seek
Additional nuance
Longer responses
To identify customer pain
Open-ended question
A step up from multiple choice questions, the open-ended question offers customers the option of going into descriptive detail about their customer experience.
Exclusively used as follow ups because most customers are less likely to spend the time it requires to answer these types of questions, open-ended questions are helpful in
Identifying reasons for customer churn,
Understanding customer experience, and
Collecting actionable insight
However, these questions are notoriously difficult to convert into calculable data, which is why they are best used in a supplementary fashion and not in a single-question survey.
Confused about how to apply this while constructing your survey? Don’t worry, we’ve compiled a list of questions that you can refer to when you’re in a fix!
15 Best CSAT Questions to Ask
The first half of this section, that is, question 1 to question 7, lists single answer questions that can be asked in a standalone manner. These are quick and easy to answer, and will ensure a higher response rate.
The second half comprising questions 8 to 15, showcases ‘follow-up’ type of survey questions which are best when paired with questions from the first half.
Keep in mind that a survey should have a set agenda, and choose your questions accordingly!
How satisfied are you with our product or service?
This is the standard direct likert or rating scale question that will help your customer support team understand their level of satisfaction.
In order to gauge customer satisfaction effectively, you should ask this question
Within a fortnight of every customer purchase
At regular intervals thereafter, for example, quarterly, biannually, etc
How would you rate our onboarding process?
This rating scale question allows for accurate feedback regarding your onboarding process.
Ask this question to
Identify issues during onboarding
Let your customers know that your customer service team is available from the early stages of their customer lifecycle
How responsive have we been to your queries about our product or service?
Asking your customers for their honest feedback regarding your response time for addressing their queries and relevant questions about product features
Lets you know how your customer support team fairs in comparison to customer expectations
Allows you to work on customer retention throughout customer journey
Understand how customer interactions inform customer satisfaction
How satisfied are you with the information you received before purchase?
This rating or likert scale type of survey question helps you identify if customers had a positive experience with customer service interaction prior to purchase.
A score lower than 90 is unacceptable in this particular case, as your future sale completion rates ability to convert potential customers depends on current customer satisfaction levels regarding the pre-purchase process.
Is it easy to navigate our website?
This question is helpful if you’ve made recent changes on your website and are looking to confirm if customers can access the information they need through it.
Was our product quality up to your expectations?
This binary question allows for only a yes or no response, and helps you understand whether your customers actually liked your product after using it for the first time.
It helps in
Understanding why your customer satisfaction score may not be up to the mark
Cultivating loyal customers by acting on customer insights in real time
Setting up detailed questions as follow up for gathering feedback
How easy was it to use our product or service?
Customer satisfaction surveys are incomplete without this type of survey question because it helps you
Cultivate long term customer loyalty by reconsidering product offerings
Divide your customer segments according to responses
Assign the apprpriate customer service representatives if need be
What is your favourite feature of our product or service?
This follow up question can help you identify what your business got right. It helps you collect information that can be handed over to the product development team for further brainstorming.
Would you purchase another product from us again?
This simple binary question gives customers only two options: yes or no. Thus, it removes any ambiguity about their opinion and allows you to collect accurate responses about negative experiences!
How can we improve our product or service?
An open-ended question asking customers for their input ensures that
They can provide constructive criticism that can facilitate crossfunctional streamlining
Your customer feedback survey has a relevant follow up question that will help you get actionable feedback!
How would you feel if we discontinued our product or service?
This is a subtler way of getting customers to leave additional comments that will let you know exactly what they think of your product or service.
Happy customers will answer these types of questions with negative responses and affirm their customer satisfaction levels.
What was your best customer support interaction? Why?
This question allows for detailed responses that will give you insight into exceptional customer experiences and understand where your customer service experience excels.
It also provides you with many anecdotes to use as examples of customer satisfaction which you can use to illustrate your support team’s success!
How does our product fare in comparison to other similar products?
This rating scale question is a very important follow up question which can help you gauge your performance against competitors and provide valuable feedback to improve customer satisfaction.
Which other options did you consider before buying our product?
A quick survey and your product analytics team can get the information they need to improve your product as a whole.
Understanding your competitors’ strengths and incorporating or bettering their key features is key to coverting customers to your product, and an effective customer satisfaction survey works to unearth insights about this aspect!
What else would you like us to know?
This final open-ended question ensures that
Your customers feel like they have the power to effect change
You get more feedback from customers than the typical customer satisfaction survey template
Still on the fence about CSAT surveys? Read on to know why you should incorporate them in your business!
Why Should You Conduct CSAT Surveys?
CSAT surveys are multifaceted and crucial to tapping into customer sentiment. They have many purposes and are well suited to the B2B Saas world where your profit margin depends upon how your customers feel about
Product quality
Sales interaction
Customer effort
Onboarding
Customer service
Overall customer experience
CSAT surveys done right can equip you with the actionable feedback to
Reduce customer churn
Increase customer retention rates
Improve your CSAT score
Improve brand awareness
To know more about why CSAT is an important metric in the B2B world, you can refer to this article.
1Flow: Do CSAT better!
With 1Flow , you can customize your CSAT surveys to best suit your business’ needs. With its intuitive AI, you can focus on features that matter to customers and create a survey template that stands out.
You can directly integrate customer feedback surveys in post-interaction communications and time your flows for prompt and actionable insight.
Designed with product managers and researchers in mind, 1Flow doesn’t need a developer or someone with technical expertise to operate it.
Some salient features of 1Flow that will help you get better response rates with real-time and personalized CSAT surveys, thus improving your CSAT scores are:
High response Rate
1Flow surveys boast a higher-than-average response rate of 38 percent.
This tried and tested service can greatly help you align with user goals and accelerate your research timeline by collecting more quantitative and qualitative feedback over a short period.
Insightful Dashboards for User Engagement
1Flow’s pre-built reporting and analytical dashboard lets you monitor user behavior and campaign performance effectively.
You can customize your surveys, time your flows according to your convenience, and trigger interactions post a customer event for maximum user engagement.
Designing attractive and intuitive surveys ensures that you get a higher response rate.
No-code Hassle-free Interface
1Flow’s easy operability ensures that you can incorporate perfectly seamless survey questions into your user-flow.
By presenting flows and interactions at the right time you also significantly increase the likelihood of honest customer insights and valuable feedback.
To know more about how this powerful tool can help boost your CSAT and customer retention rate, get started by signing up for 1Flow today!
Want to improve customer satisfaction by asking the right questions? You’ve come to right place!
Customer experience is most accurately described by those who can provide first-person perspective – your customers. Since all the information you need to boost customer satisfaction is sitting right under your nose, what better way to obtain it than to ask the right questions?
This article will familiarise you with the different types of questions in a CSAT survey and when and how to deploy them for the best results.
Before we proceed, let’s understand what a CSAT survey is.
What is a CSAT Survey?
A CSAT survey or a customer satisfaction survey is a questionnaire that helps you arrive at your CSAT score, which measures customer satisfaction. The survey is usually structured around the simple question:
“How satisfied were you with your experience?”
Respondents can then use a rating scale to log their responses, which are then used to calculate the CSAT score percentage.
With the increased integration of AI tools, you can also modify customer survey questions to include open-ended questions as a follow up, so you can collect valuable insights regarding user experience through detailed feedback.
Before we learn more about the types of customer questions survey questions, let’s first learn how to measure CSAT.
How to Measure CSAT Score?
CSAT survey responses are usually marked on a rating scale. Depending on whether your scale is a three-point, five-point, or ten-point scale, you can assign different levels of satisfaction to certain scores.
For instance, a score of 0 to 4 on a ten-point rating scale indicates dissatisfaction, 5 to 6 is neutral, and a score of 7 to 10 indicates that the responder is satisfied with your product or service.
If your scale is non-numeric, like an emoticon range which describes what your customers are feeling, then a similar division can be made where the two happiest emoticons correlate to customer satisfaction.
The formula to calculate CSAT is
CSAT = (no. of positive responses ÷ no. of respondents) x 100
Remember, to calculate customer satisfaction effectively, you must be able to separate satisfied customers from dissatisfied or neutral ones!
Now, if a 100 customers have logged their responses, and you have identified 65 of them as positive responses, then your
CSAT = (65 ÷ 100) x 100 = 65 percent.
Thus, 65 percent of your respondents are satisfied with your product or service.
Types of Customer Satisfaction Survey Questions
To increase the likelihood of getting the kind of customer feedback you seek, you can choose to alter your customer satisfaction survey template.
There are five types of customer survey questions that you can ask to gauge your customer experience accurately:
Rating question
This is the most common type of question. As mentioned above, you can ask the customer to rate their level of satisfaction on a three-point, five-point, or ten-point scale.
Use a rating question if
You need your response to be numerical
You prioritize ease in calculation
You prefer clarity over nuance
Likert scale question
A Likert scale is a five or seven-point scale that ranges from one attitudinal extreme to the other. For instance, on a seven-point scale, the attitude can range from highly satisfied to highly unsatisfied.
Much like a rating scale, the likert scale gives you a good gauge of customer sentiment.
Binary scale question
Possibly the easiest and quickest CSAT question type, the binary scale allows the customer to choose between two responses: yes or no.
This question type is ideal if you want to collect data that is very easy to process!
Multiple-choice question
Usually used as a follow up to CSAT surveys that are not single-question surveys, multiple choice questions should be your go to if you seek
Additional nuance
Longer responses
To identify customer pain
Open-ended question
A step up from multiple choice questions, the open-ended question offers customers the option of going into descriptive detail about their customer experience.
Exclusively used as follow ups because most customers are less likely to spend the time it requires to answer these types of questions, open-ended questions are helpful in
Identifying reasons for customer churn,
Understanding customer experience, and
Collecting actionable insight
However, these questions are notoriously difficult to convert into calculable data, which is why they are best used in a supplementary fashion and not in a single-question survey.
Confused about how to apply this while constructing your survey? Don’t worry, we’ve compiled a list of questions that you can refer to when you’re in a fix!
15 Best CSAT Questions to Ask
The first half of this section, that is, question 1 to question 7, lists single answer questions that can be asked in a standalone manner. These are quick and easy to answer, and will ensure a higher response rate.
The second half comprising questions 8 to 15, showcases ‘follow-up’ type of survey questions which are best when paired with questions from the first half.
Keep in mind that a survey should have a set agenda, and choose your questions accordingly!
How satisfied are you with our product or service?
This is the standard direct likert or rating scale question that will help your customer support team understand their level of satisfaction.
In order to gauge customer satisfaction effectively, you should ask this question
Within a fortnight of every customer purchase
At regular intervals thereafter, for example, quarterly, biannually, etc
How would you rate our onboarding process?
This rating scale question allows for accurate feedback regarding your onboarding process.
Ask this question to
Identify issues during onboarding
Let your customers know that your customer service team is available from the early stages of their customer lifecycle
How responsive have we been to your queries about our product or service?
Asking your customers for their honest feedback regarding your response time for addressing their queries and relevant questions about product features
Lets you know how your customer support team fairs in comparison to customer expectations
Allows you to work on customer retention throughout customer journey
Understand how customer interactions inform customer satisfaction
How satisfied are you with the information you received before purchase?
This rating or likert scale type of survey question helps you identify if customers had a positive experience with customer service interaction prior to purchase.
A score lower than 90 is unacceptable in this particular case, as your future sale completion rates ability to convert potential customers depends on current customer satisfaction levels regarding the pre-purchase process.
Is it easy to navigate our website?
This question is helpful if you’ve made recent changes on your website and are looking to confirm if customers can access the information they need through it.
Was our product quality up to your expectations?
This binary question allows for only a yes or no response, and helps you understand whether your customers actually liked your product after using it for the first time.
It helps in
Understanding why your customer satisfaction score may not be up to the mark
Cultivating loyal customers by acting on customer insights in real time
Setting up detailed questions as follow up for gathering feedback
How easy was it to use our product or service?
Customer satisfaction surveys are incomplete without this type of survey question because it helps you
Cultivate long term customer loyalty by reconsidering product offerings
Divide your customer segments according to responses
Assign the apprpriate customer service representatives if need be
What is your favourite feature of our product or service?
This follow up question can help you identify what your business got right. It helps you collect information that can be handed over to the product development team for further brainstorming.
Would you purchase another product from us again?
This simple binary question gives customers only two options: yes or no. Thus, it removes any ambiguity about their opinion and allows you to collect accurate responses about negative experiences!
How can we improve our product or service?
An open-ended question asking customers for their input ensures that
They can provide constructive criticism that can facilitate crossfunctional streamlining
Your customer feedback survey has a relevant follow up question that will help you get actionable feedback!
How would you feel if we discontinued our product or service?
This is a subtler way of getting customers to leave additional comments that will let you know exactly what they think of your product or service.
Happy customers will answer these types of questions with negative responses and affirm their customer satisfaction levels.
What was your best customer support interaction? Why?
This question allows for detailed responses that will give you insight into exceptional customer experiences and understand where your customer service experience excels.
It also provides you with many anecdotes to use as examples of customer satisfaction which you can use to illustrate your support team’s success!
How does our product fare in comparison to other similar products?
This rating scale question is a very important follow up question which can help you gauge your performance against competitors and provide valuable feedback to improve customer satisfaction.
Which other options did you consider before buying our product?
A quick survey and your product analytics team can get the information they need to improve your product as a whole.
Understanding your competitors’ strengths and incorporating or bettering their key features is key to coverting customers to your product, and an effective customer satisfaction survey works to unearth insights about this aspect!
What else would you like us to know?
This final open-ended question ensures that
Your customers feel like they have the power to effect change
You get more feedback from customers than the typical customer satisfaction survey template
Still on the fence about CSAT surveys? Read on to know why you should incorporate them in your business!
Why Should You Conduct CSAT Surveys?
CSAT surveys are multifaceted and crucial to tapping into customer sentiment. They have many purposes and are well suited to the B2B Saas world where your profit margin depends upon how your customers feel about
Product quality
Sales interaction
Customer effort
Onboarding
Customer service
Overall customer experience
CSAT surveys done right can equip you with the actionable feedback to
Reduce customer churn
Increase customer retention rates
Improve your CSAT score
Improve brand awareness
To know more about why CSAT is an important metric in the B2B world, you can refer to this article.
1Flow: Do CSAT better!
With 1Flow , you can customize your CSAT surveys to best suit your business’ needs. With its intuitive AI, you can focus on features that matter to customers and create a survey template that stands out.
You can directly integrate customer feedback surveys in post-interaction communications and time your flows for prompt and actionable insight.
Designed with product managers and researchers in mind, 1Flow doesn’t need a developer or someone with technical expertise to operate it.
Some salient features of 1Flow that will help you get better response rates with real-time and personalized CSAT surveys, thus improving your CSAT scores are:
High response Rate
1Flow surveys boast a higher-than-average response rate of 38 percent.
This tried and tested service can greatly help you align with user goals and accelerate your research timeline by collecting more quantitative and qualitative feedback over a short period.
Insightful Dashboards for User Engagement
1Flow’s pre-built reporting and analytical dashboard lets you monitor user behavior and campaign performance effectively.
You can customize your surveys, time your flows according to your convenience, and trigger interactions post a customer event for maximum user engagement.
Designing attractive and intuitive surveys ensures that you get a higher response rate.
No-code Hassle-free Interface
1Flow’s easy operability ensures that you can incorporate perfectly seamless survey questions into your user-flow.
By presenting flows and interactions at the right time you also significantly increase the likelihood of honest customer insights and valuable feedback.
To know more about how this powerful tool can help boost your CSAT and customer retention rate, get started by signing up for 1Flow today!
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