What is a CSAT survey?

CSAT is short for customer satisfaction score. It’s a commonly used metric that acts as a key performance indicator for customer service and product quality in all kinds of businesses. While customer satisfaction as an idea is a general one, CSAT is a more defined metric that’s expressed as a percentage. 100% would be fantastic and 0% would be terrible.

Pros and Cons of using CSAT


  • Direct feedback from customers – CSAT surveys allow businesses to gather direct feedback from customers about their experiences and level of satisfaction. This can help organizations identify areas for improvement and make necessary changes.
  • Tracking performance over time – CSAT surveys can be used to track changes in customer satisfaction over time. This allows businesses to see the impact of changes they have made and make adjustments as needed.
  • Comparing performance to industry benchmarks – CSAT scores can be compared to industry benchmarks to see how an organization’s performance compares to others in the same industry.
  • Identifying customer needs and preferences – CSAT survey can be used to understand which products or services customers value the most, and which they would like to see improved.


Not least, customizable simple questions!


  • Interpretation of “satisfaction” can vary from person to person
  • Only offers insight on the latest touchpoint or interaction
  • Unsatisfied customers might not take the time to answer

One of the most significant pros of CSAT is that you can customize the question to match whatever touchpoint you’re curious about. Meaning you can ask specifically about an interaction or purchase or anything else you might be curious about.

Additionally, the simple structure of CSAT means your customers can easily and quickly answer, especially with the help of emojis. You can also cater your surveys to the medium by which you plan to send them.

One of the biggest cons of using a CSAT survey is that the definition of “satisfied” or “dissatisfied” can vary greatly from customer to customer. You also might be missing out on those customers who are dissatisfied, they may not take the time to respond to your survey.

How to calculate a CSAT score?

To calculate the score of a Customer Satisfaction (CSAT) survey you should first determine the total number of responses you received, then identify the number of respondents who answered positively or negatively to the survey question.

In a typical CSAT survey, the question may ask something like “How satisfied were you with our product/service?” and provide response options ranging from “Very Dissatisfied” to “Very Satisfied”.

Calculate the percentage of positive responses by dividing the number of positive responses by the total number of responses and multiplying by 100. For example, if you received 100 responses and 75 respondents answered positively, your CSAT score would be 75%.

CSAT (%) = Total Number of Positive Responses / Total Number of Responses X 100

When using feedback collection tools such as Appzi you usually get comprehensive and interactive charts that also show the over time progression of the CSAT, NPS and other scores.

When and how to use CSAT?

The first thing we need to discuss is the difference between the three major survey types – CSAT, NPS, and CES.

All three help establish how satisfied customers are with your product or service. But these surveys also work differently and require a different approach to timing them.

  • CSAT (Customer Satisfaction) measures how satisfied the customer is with your product and/or service. CSAT surveys focus on collecting data that helps gather feedback to improve the product, marketing, sales, and more.
  • NPS (Net Promoter Score) measures whether customers are satisfied with the product and/or service enough to recommend it to others. The goal of an NPS survey is to determine how many of your customers are likely to drive growth through positive word-of-mouth.
  • CES (Customer Effort Score) measures how much effort a customer has to make to get an issue resolved. In other words, this survey type concerns itself primarily with researching how challenging (or easy) it is to interact with your business.

Each survey type gives you different information about your business from the customer’s perspective. And there’s a different ideal time for most and best responses to each type of survey.

In the case of a CSAT survey, the best time is to send it when an experience is fresh in the person’s mind.

Here are some examples of the best times to send CSAT to customers:

  • You can send the survey a couple of days after the purchase or signup for initial customer feedback.
  • You can show an unobtrusive in-app CSAT survey while customers are using the product. The fact that the person is currently engaged with your product increases the chances of them sharing their feedback about it.
  • Similarly, if you want to examine the satisfaction with your support, send the survey right after the live chat, phone call, or a resolved support ticket.

How Often Should You Survey Customers with CSAT?

Over time, as your product evolves and your service gets better; customers’ opinions change. The things they’ve liked in the past might no longer tickle their fancy. The vice versa is also true, you might have improved aspects of your business that customers weren’t too fond of.

And the only way to find out how those changes affect your business and customer satisfaction is by running CSAT surveys regularly.

How regularly? Well, certainly often enough to keep updated with people’s opinions about your product or service, but not too often that the frequency becomes the reason why satisfaction scores fall.

Now, I admit that the above statement might sound too cryptic. So, here are some example scenarios of when you could run CSAT surveys again:

  • After each customer service session to evaluate the success of that particular support channel, support representative, and support category.
  • After each renewal to know exactly why they decided to stay with you.
  • After a major product update (bug removal, new features, etc.) to see what difference it made.
  • Follow up with the customer segment every 6-12 months to identify whether your CSAT score has improved.

Quick tips on running a successful CSAT survey

Now, let me be clear about this: Timing isn’t the only factor required to increase the CSAT response rate. So, for the end, let me share with you a couple of tips that will help you improve CSAT survey success:

  • Use a good-looking CSAT survey form: Apply your brand colors, ensure it’s mobile-friendly, A/B test different formats (corner widget, modals, banners, email surveys, etc.).
  • Ask relevant rating questions: Get answers for different sections of your business with relevant questions. For example, “How would you rate the support you received?” after a support session or “How satisfied are you with our onboarding process?” after someone signs up.
  • Consider using in-app and website feedback tools: These tools come in various forms, including pop-up surveys, in-app feedback forms, and website polls. By implementing them, you can capture customer feedback in real-time, as they interact with your product or service.

Why does my CSAT score matter?

Creating an elevated customer experience is not rocket science. Once you’ve got the customer satisfaction scores, you can use them to inform how you create superior customer experiences. Why? Simply because you’ve heard directly from the customers themselves.

Jeff Bezos, when asked about a key aspect of Amazon’s philosophy, said it best: “We are not competitor-obsessed, we are customer-obsessed. We start from the customer, and we work backwards.”

If there are any words your business should live by, these will do quite nicely.

Fun fact: acquiring new customers is a much more expensive endeavor than retaining existing ones. Trying to convince someone to try something new is just fundamentally harder than convincing someone who has already expressed an interest to stick around. An existing customer doesn’t have that mental barrier to diving into the unknown. Best of all, they are familiar with your service. And that’s not all: existing users, if you treat them well, can even be an invaluable source of referral traffic.

What this means is that increasing customer retention and improving your CSAT scores will get you to a level of mastery where your clients do some of the hard work for you. Rather than investing extensively in advertising campaigns, word of mouth from your customers will work as a potent way to invite new users and create strong conversions.

CSAT benchmarks by industry

A CSAT score of 80% is usually tagged as a gold standard for excellent performance, however, it does vary from industry to industry. A good CSAT response rate is anything around 25%, and 50% or higher should be considered an excellent CSAT survey response rate. It all depends on the type, nature and age of your company that decides what score is good to be considered. Comparing your company’s CSAT against your competition, or the industry as a whole is where they’re often most useful.

CSAT benchmarks across several industries according to the American Customer Satisfaction Index (ASCI) for the year 2022:


Closing Thoughts

CSAT surveys are a valuable tool for businesses to understand their customers’ satisfaction levels. By gathering direct feedback from customers, organizations can identify areas for improvement and make necessary changes to enhance the customer experience. Regularly administering CSAT surveys can help businesses track changes in customer satisfaction over time, and compare their performance to industry benchmarks. It is important to understand that CSAT is not the only metric that can be used to gauge customer satisfaction and it’s not a panacea to everything. it has to be used as one part of a larger measurement system, alongside NPS, CES and other methods.

Appzi Release v22.0.0 – January 26, 2023

New Features

A or B survey field

A/B questions are useful in surveys because they are easy for respondents to understand and answer. They can also provide a clear and simple way to gather information about a specific topic or issue. For example, a binary question can be used to determine whether or not a respondent has experienced a certain event or has a particular characteristic. Additionally, yes/no questions can be used to filter respondents, by asking a question that only certain respondents will answer “yes” to, before moving to the next set of questions.

Here’s an example when this type of question is at the beginning of the survey and the user have the choice to either continue on with the survey or dismiss it by selecting “Not now”

Survey flow can be controlled depending on the question’s position in the survey and the presence of other items on the same page as the A/B question. Below you can see a typical survey where the A/B question is on second page. If the user chooses “Sure” then the survey advances to the email field, otherwise the feedback response is sent without bothering the user with the unnecessary email question.

Number Ranges

Now you can choose between a CES, CSAT and NPS scale to use in your survey or just create a custom one that fits you. Stylize your scale size and button shape in our redesigned “Item Setting” section. Descending order and negative values are allowed for General Score question type. We also added interactive charts for Customer Effort Score questions for a easier comprehension of the effort that your customers put in a certain interaction with your product.

CSAT (Customer Satisfaction Score) is a metric used to measure the satisfaction of customers with a product or service they received. The results of CSAT surveys can be used by businesses to evaluate their performance and make improvements to better meet the needs of their customers.

NPS (Net Promoter Score) is a customer loyalty metric used to measure the willingness of customers to recommend a company’s products or services to others. A high NPS indicates that a large proportion of customers are satisfied and likely to recommend the company, while a low NPS suggests that improvements are needed to increase customer satisfaction and loyalty.

CES (Customer Effort Score) is a metric used to measure the effort required by customers to resolve a problem or complete a task. The results of CES surveys can provide valuable insights into customer experiences and help businesses to improve their processes and customer service. By reducing the effort required by customers to resolve problems or complete tasks, businesses can increase customer satisfaction, loyalty, and likelihood of repeat business.

You can also use a custom scale rating question in a survey when you want to gather specific and detailed information that cannot be accurately captured by a standard scale.

Survey Thumbnails

Surveys cards on your dashboard will now contain a thumbnail of the survey for easier differentiating between multiple surveys. No more confusion which survey is which – everything is understandable at a glance.


Armenian Language

We’re excited to announce that we’ve added support for Armenian language! From now on, Appzi surveys are available in Armenian. We hope that this new feature will make it easier for our users to use our product and access its features. Plus, we think that having support for Armenian is an important step towards making our product more accessible and inclusive. Enjoy!



  • We’ve made a great update to the Design and Collect pages – switching between surveys no longer resets routing to Trends page! No more losing your place when you’re in the middle of designing a survey. Plus, you can easily switch between surveys as many times as you need without having to navigate back to the page you were on. Try it out and let us know what you think!
  • We’ve updated the UI to ensure a more consistent experience. Our design team has worked hard to bring consistency across our product, making it easier for you to use. You’ll now find common elements in the same place, like navigation and buttons, so you can move around the product more easily. We’ve also made sure that all our designs are optimized for both desktop and mobile, so you always have a great user experience. Thanks to these improvements, you won’t need to spend time figuring out how to use our product – you can just get started quickly. We hope these changes make your workflows smoother and more efficient.

Bug Fixes

  • Fixed scroll issue on Firefox
  • Fixed some alerts not being sent
  • Fixed focus selector overlapping with not selected items

10 Questions About NPS® Answered (and a free Calculator for you)

The Net Promoter Score® (NPS) is a popular way to measure customer loyalty and satisfaction, but tracking it might get tricky. You can put yourself in a great position to succeed with your next NPS program by finding the answers to these 10 questions beforehand.

Continue reading “10 Questions About NPS® Answered (and a free Calculator for you)”

5 User Onboarding Survey Templates that Will Help You Build Seamless Digital Experiences

User onboarding helps ease users into a new product—showcasing how a product works and demonstrating its value. It’s what creates a user’s first impression of your product—and your brand—so it has to be impeccable. 

Thanks to the seamless onboarding experiences delivered by Facebook, Netflix, Instagram, Amazon and Google, user expectations are high— which means smaller companies have to be on par with these standards of usability. Research has shown that users become less and less forgiving when it comes to clunky product interactions. 

One study showed that 49% of users would switch to a competitor due to a poor user experience—whereas back in 2017 only 32% of users would do so. Remarkably, only 17% of consumers experiencing a problem with a digital service are likely to contact the service provider for help in the first instance. This means that 4 in 5 customers will experience problems with digital services without notifying you, and giving you a chance to put things right. 

Continue reading “5 User Onboarding Survey Templates that Will Help You Build Seamless Digital Experiences”

How User Feedback Surveys Can Improve Your Technical Documentation

If you’re part of a technical content development team, you’ll probably recognize this problem.

You work relentlessly on your help center, self-service, and documentation content—making sure that the content is relevant, accurate, up-to-date, and matches the way your users interact with your product. The content you produce is a vital part of the customer journey, however, more often than not, you don’t interact directly with customers.

That means you rely on customer success teams to get feedback on the content you produce. As a result, you have to deal with:

Continue reading “How User Feedback Surveys Can Improve Your Technical Documentation”