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.

NOTE ON SCORING: 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

If you have used the standard ordering, the Satisfaction rate will be calculated automatically as part of Basic Statistics. For an explanation of Satisfaction rate calculation, see the linked guide.


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