Creating & Using a Customer Satisfaction (CSAT) Question

SmartSurvey has built-in question types for Customer Satisfaction (CSAT), Customer Effort (CES), and Net Promoter (NPS) surveys.

This guide will explain how to use the CSAT question Type.

Creating The Question

  1. Choose “Customer Satisfaction Score (CSAT)” from the “Question Type” drop-down.
  2. Enter your question text. The “Question Text” box will be pre-populated with a line of text as a prompt: “How satisfied are you with…” complete this with wording reflecting your requirements. The prompt can be totally overwritten, but as a CSAT question, you should ensure that the wording of the questions is asking about the respondent’s satisfaction with the product, service, or other object of enquiry.

Setting Up The Answer Choices

  1. Choose a display layout for your answer options by using the “Display Options” Drop-Down.
  2. Choose an answer format from the “Answer Templates” Drop-down and choose the scale of points you want to use (5 is the most common). The “Satisfaction Ratings” options will be at the top of this drop-down and we recommend using them. These are illustrated below (Displayed on Chrome in windows 10):
    • Dissatisfied - Satisfied: Text only – 2-point to 7-point scale.
    • Dissatisfied – Satisfied (Emojis): Uses standard emojis which should work on any device. Emoji images will vary by device. 2-point to 5-point scale.
    • Dissatisfied – Satisfied (Classic Smileys): Uses SmartSurvey smileys which should work on any device. Smiley images will be standardised across devices. 2-point to 5-point scale.

DO NOT CHANGE THE ORDER OF ANSWERS: Answers need to be ordered in ascending order of satisfaction to work. Do not use the “Reverse Answer Order” or “Sort Alphabetically” buttons, or otherwise change the order of response options as this will cause scores to be reported incorrectly. (See "Reporting" below for a link to a scoring calculation).

Reporting

CSAT questions get access to the "Gauge" chart type for the summary report. This will show tthe score for the question, placed on a 0-100 scale.

In addition to the Gauge visual, CSAT questions can also be set to the Column, Bar, Pie, Line, or Area chart types. When put into these modes, the data presented will be the breakdown into Detractors, Passives, and Promoters. 

The CSAT Gauge chart visual has some options that are not available to most questions:

Gauge Set whether or not the Gauge visual is included.
Stacked Bar Toggle the bar showing the visual breakdown into the specific answers on and off.
Statistics Table Toggle the table of numerical data (to the right of the gauge) on and off.

Information for all other options, and for the "Display Options" tab, can be found in the guide "Creating charts from Survey Results"

 


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