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A Customer Satisfaction (CSAT) Survey is a short, easy-to-implement survey that asks your customers about their recent experience. It goes out immediately after closing a ticket in a helpdesk (such as Zendesk, Autotask, or ConnectWise); via email during the middle of a deployment; or as a follow-up from an account manager after completing an onboarding form.

CSAT is most commonly used to gauge a customer’s satisfaction with a particular ticket or project. It’s a perfect way to capture feedback at the height of customer interaction. If there’s a problem, this is when you’ll catch it.

Here's a sample CSAT survey:

The CSAT score is calculated by adding up all the positive ratings received divided by the total of feedback responses. 

The customer then chooses a number between one (1) and two (5), one (1) and three (3), one (1) and four (4), or one (1) and five (5), with 1 being the worst score possible and 5 being the best you can get. The scores/ratings provided are then grouped into three categories: positive, neutral, and negative

Examples:

You received ten survey responses: 8 positives and 2 negatives

8 positives / 10 feedback received = 80%
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You received ten survey responses: 7 positives, 1 neutral, and 2 negatives
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7 positives / 10 feedback received = 70%
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CSAT responses are mapped into Negative, Neutral, or Positive based on their rating value. The sentiment is determined by the rating assigned to the response, not by how many options the survey shows. This keeps sentiment consistnt across all rating scales.

2-scale:

3-scale:

4-scale:

5-scale:

📖 Rating scales for CSAT questions
📖 What is NPS (Net Promoter Score)?

📖 What is CES (Customer Effort Score)?

📖 What is a 5-star rating?