CSAT survey: how satisfied are you?

This CSAT survey asks customers how satisfied they are with a recent order or contact with your team, then invites them to say what you should improve first and what they appreciated most. It captures the experience while it is still fresh, in a format that takes only a moment to complete.

What is a customer satisfaction score survey for?

This type of survey focuses on one specific interaction rather than the relationship as a whole. It is ideal after a delivery, a support ticket, a repair, an appointment or a phone call. The rating gives you a figure you can follow from week to week; the two open questions reveal the concrete details behind it, such as a slow reply, a helpful advisor or a confusing invoice. You quickly see which steps of your service deserve attention and which ones customers already value.

Who is it for?

• Customer support teams evaluating each closed request
• Online retailers checking the delivery and after-sales experience
• Craftspeople and service providers following up on an intervention
• Clinics, studios and agencies collecting feedback after an appointment

How to adapt it in Mailpro

Start from this CSAT survey template and adjust the introduction to the moment you are measuring, for example “your recent delivery” or “your call with our support team”. Edit the questions if needed, add your logo and colours, then share the survey with a link, a QR code or within a Mailpro newsletter or follow-up email. Responses arrive in Mailpro. You can set tags on contacts according to their answers so that unhappy customers can be contacted quickly.

Tips

• Send the survey soon after the interaction; a delay of several weeks blurs the memory.
• Keep the open questions optional so that people who are short of time still give a rating.
• Group the answers by theme each month: delivery, product, communication, price.
• Reply personally to very negative feedback; a fast reaction often wins a customer back.

Frequently asked questions

What is the difference between CSAT and NPS?

CSAT measures satisfaction with a particular experience, while NPS measures the overall likelihood of recommending you. Many companies use both, at different moments.

Which CSAT survey questions work best?

A clear rating question followed by one or two open questions is usually enough. This template follows that pattern, and you can see other CSAT survey examples in the gallery.

Should the survey be sent to every customer?

Sending it after each relevant interaction gives the most reliable picture, as long as the same person is not asked too often.

Questions in this template

1. Overall, how satisfied are you with your experience?
2. What should we improve first?
3. What did you appreciate most?