Customer Satisfaction Survey Template (CSAT)
A customer satisfaction survey template is a ready-made CSAT survey you can send right after a purchase, delivery or support call. This one starts with one overall satisfaction question, adds a few questions about what drove the score and ends with one open question. Customize it in Porsline, share the link and track your score over time.
A CSAT survey shows you what happened in a specific interaction and what to fix first. Ask the same core question every time, so you can compare results across months, channels and products.
What is a customer satisfaction (CSAT) survey?
A customer satisfaction survey, often called a CSAT survey or customer feedback form, is a short questionnaire that asks customers how satisfied they are with a recent experience and why. It usually covers product quality, value for money, speed and how helpful your team was.
Most CSAT surveys have 3–7 questions:
- One overall satisfaction question on a 1–5 scale
- 2–4 questions about what drove the score, such as quality, speed, value or helpfulness
- One open question that asks why
Send it online, soon after the interaction, so customers can answer on their phone or computer while the experience is still fresh.
How to calculate your CSAT score
Customer satisfaction is how well a product, service or interaction meets a customer’s expectations. You measure it by asking customers directly, usually with one rating question such as “How satisfied are you with your recent purchase?” on a 1–5 scale, where 1 is Very dissatisfied and 5 is Very satisfied.
Your CSAT score is the share of satisfied responses. Count the people who chose 4 or 5, divide by the total number of responses and multiply by 100. For example, if 80 of 100 customers choose 4 or 5, your CSAT score is 80%.
One score on its own says little. Track it over time, alongside the driver questions below, so you know why it moves.
Why run a customer satisfaction survey?
A customer satisfaction (CSAT) survey turns customer experience into a clear signal you can act on.
- Retention: Spot unhappy customers while you can still win them back.
- Early warning: A low score flags a problem even when the customer doesn’t complain.
- Clear priorities: See which drivers, such as quality, speed, value or helpfulness, pull your score down, and fix those first.
- Visibility: Compare results by channel, product or market to find where the experience breaks.
- Team alignment: Give support, product, sales and marketing one shared number to work on.
Regular CSAT surveys help you catch problems early and show customers you’re listening.
Customer satisfaction survey questions
Start with one overall question, add a few driver questions and finish with an open question. Pick from the groups below and keep most surveys to 3–7 questions. Use the same 1–5 scale for every rating question, where 1 is Very dissatisfied and 5 is Very satisfied.
Overall satisfaction
- Overall, how satisfied are you with your recent purchase? (Rating, 1–5)
- How likely are you to buy from us again? (Rating, 1–5)
Product or service
- How would you rate the quality of the product? (Rating, 1–5)
- How would you rate the value for money? (Rating, 1–5)
- How easy was it to find what you were looking for? (Rating, 1–5)
Support and service
- Was your issue resolved? (Multiple choice: Yes / No / Partly)
- How satisfied are you with the help you received from our team? (Rating, 1–5)
- How quickly did we respond? (Multiple choice)
Open questions
- What is the main reason for your score? (Long text)
- What one thing could we do better? (Long text)
About you (optional)
- How often do you buy from us? (Multiple choice)
- Which of these best describes you? (Multiple choice, with a “Prefer not to say” option)
Follow-up
- May we contact you about your answers? (Yes / No)
If you survey customers after a phone call, our call center survey template adds questions about the agent and the call. To measure loyalty as well, add one 0–10 recommendation question from our NPS survey.
What to measure: CSAT drivers
The table below lists the drivers you can measure, each on a 1–5 scale. Pick only the ones you can act on.
| Area | Drivers to measure (1–5 scale) |
|---|---|
| Last purchase | Quality; warranty or guarantee; design; packaging; durability; ease of use; on-time delivery; delivery speed; value for money |
| Support team | After-sales service; friendliness; helpfulness; expertise; how claims were handled |
| Brand and competitors | Website and social media; brand reputation; price compared with competitors; how well we understand your needs |
How to create a customer satisfaction survey in Porsline (step by step)
You can build, share and analyze a CSAT survey in Porsline without writing code.
Step 1: Set a goal. Decide which interaction you want to measure, such as a purchase, a delivery, a closed support ticket or onboarding, and what you will do with the results.
Step 2: Choose who to ask. Survey the person who had the experience. In B2B, the person who bought and the people who use the product every day can see things differently, so ask both if you can.
Step 3: Start from the template. Sign up or log in, open the Survey Templates library, choose Customer Satisfaction Survey and click Use this template. Keep the questions you need and delete the rest.
Step 4: Add follow-ups with logic (Pro plan). Ask “What went wrong?” only when someone gives a 1 or 2, and show unhappy customers a different thank-you page, for example with a link to contact support.
Step 5: Brand and share. Add your logo, colors and fonts on any plan. Share the link by email or in messaging apps, print a QR code on receipts or at your counter, or embed the survey on your website as a popup or widget. To avoid duplicates, allow one submission per device (Pro plan). On the Enterprise plan, you can give each customer a personal survey link and use custom variables to carry details you already know, such as the order number or channel.
Step 6: Get notified and act. Get an email or Telegram notification for each new response on the Pro plan, or an SMS on the Enterprise plan. To send responses to your help desk or CRM, use webhooks, Zapier or Make on the Enterprise plan, or the API on any plan.
Tip: Keep the survey under a minute, and drop any question that won’t lead to a decision.
How to analyze and present CSAT results
In Porsline, every plan shows responses in real time, with charts and statistics such as mean, median and frequency for each question, plus a responses overview and survey paradata. You can also export everything to Excel or CSV.
- Compare by segment: look at scores by channel, product or region.
- Track trends: run the same survey regularly and watch how the score moves.
- Read the why: go through the open answers behind low scores.
- Close the loop: tell customers what you changed after the last survey.
Advanced filters and custom reports are available on the Enterprise plan. For a comparison of tools, see our guide to customer satisfaction survey software.
FAQs — Customer Satisfaction Survey Template
What is a good CSAT score?
There is no universal target. Benchmarks vary by industry and channel, so track your own score over time and compare it across teams, products and periods.
How many questions should a CSAT survey include?
Keep it short: 3–7 questions. Start with one overall CSAT question, add 2–4 driver questions (quality, speed, value, helpfulness) and one open question.
When should I send a CSAT survey?
Soon after the interaction, such as a purchase, delivery, closed support ticket or onboarding, while the experience is still fresh.
CSAT vs NPS vs CES — what’s the difference?
CSAT measures satisfaction with a specific interaction. NPS measures loyalty to the brand. CES measures the effort needed to complete a task. Use them together for a full view.
Which response scale works best for CSAT?
A 5-point scale with labeled ends is the most common choice. On mobile, a slider also works well. Use the same scale at every touchpoint.
How do I increase CSAT response rate?
Send it promptly, keep it under a minute, label both ends of the scale and tell customers what you changed after the last survey. Answer piping lets you use a customer’s earlier answers in later questions.
Can I run anonymous CSAT in Porsline?
Yes. If you don’t ask for names, emails or other identifying details, responses are anonymous. If you need to verify who is responding, respondent authentication by SMS, email or code is available on the Enterprise plan.
How do I segment and analyze results in Porsline?
See charts and statistics for every question on any plan, and export responses to Excel or CSV to compare channels and products. Advanced filters and custom reports are on the Enterprise plan.
Does Porsline support multi-channel distribution?
Yes. Share the survey link by email or in messaging apps, print a QR code, or embed the survey on your website as a popup or widget. Choose the channel that reaches customers right after the interaction.
Is there a free CSAT template I can start with?
Yes. You can use this template on Porsline’s Free plan, which includes 100 responses a month. Customize the questions, scales and branding, and upgrade for unlimited responses under a fair-use policy.
How do you calculate a CSAT score?
Divide the number of satisfied responses (4 or 5 on a 1–5 scale) by the total number of responses and multiply by 100. For example, 80 satisfied responses out of 100 give a CSAT score of 80%.
