Elements
Title
Add a clear title to inform the respondent what information you are asking for.Description
Provide an optional description with further instructions.Scale
Select the icon to be used for the rating scale. The options include: stars, numbers or smileys. The default is stars.Range
Select the range of the rating scale. the options include: 3, 4, 5, 6, 7 or 10. The default is 5.Labels
Add labels for the lower and upper bounds of the rating scale. The default is “Not good” and “Very good”.CSAT Summary
After collecting responses, rating questions display a CSAT (Customer Satisfaction) score with a visual traffic light indicator to help you quickly assess satisfaction levels:- 🟢 Green (> 80%): High satisfaction - your users are very satisfied
- 🟠 Orange (55-80%): Moderate satisfaction - there’s room for improvement
- 🔴 Red (< 55%): Low satisfaction - immediate attention needed
The traffic light indicator appears automatically in the survey summary view, giving you instant feedback on user satisfaction without needing to dig into the data.
How CSAT is Calculated
The CSAT percentage represents the proportion of respondents who gave a “satisfied” rating. What counts as “satisfied” depends on your selected range:| Range | Satisfied Ratings | Examples |
|---|---|---|
| 3 | Highest rating only | ⭐⭐⭐ |
| 4 | Top 2 ratings | ⭐⭐⭐ or ⭐⭐⭐⭐ |
| 5 | Top 2 ratings | ⭐⭐⭐⭐ or ⭐⭐⭐⭐⭐ |
| 6 | Top 2 ratings | 5 or 6 |
| 7 | Top 2 ratings | 6 or 7 |
| 10 | Top 3 ratings | 8, 9, or 10 |
Pro Tip: For most use cases, a 5-point scale with star or smiley icons provides the best balance between granularity and user experience. Users find it easy to understand and quick to complete.