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CSAT measures satisfaction with one specific experience — an order, a support conversation, an onboarding step — rather than a feeling about your company as a whole. Ask it while the interaction is still fresh.
CSAT always uses a five-point scale. If you need a different range, use a Rating question instead.

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Elements

The CSAT question type in the survey editor

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Title

Name the interaction you are asking about, not the company. “How satisfied were you with this support conversation?” gets a more useful answer than “How satisfied are you with us?”.

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Description

Provide an optional description with further instructions.

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Scale

Choose how the five points are displayed:

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Labels

Add labels for the lower and upper ends of the scale, for example “Very unsatisfied” and “Very satisfied”. Both are optional, but a scale without them leaves the respondent guessing which end is good.

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Add color coding

Adds red, orange and green colour codes to the options, so the scale reads at a glance.

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CSAT and the rating question

A CSAT question and a five-point Rating question look similar in a survey. The difference is what they are for:
  • CSAT is a standard metric with a fixed scale, so scores are comparable across surveys and over time.
  • Rating is flexible — you choose the range — which makes it better for one-off questions and worse for tracking a trend.

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How to choose between CSAT, NPS and CES

  • CSAT — how did this interaction go? Ask straight after it.
  • NPS — how do you feel about the company? Ask periodically, not after a single event.
  • CES — how much effort did this take? Ask after a task the customer had to complete.