Customer Satisfaction Survey Questions: Practical Examples

CSAT Questions examples measure customer satisfaction by asking for feedback on specific interactions or experiences. They help businesses understand how well they are meeting customer needs and identify areas for improvement.

Imagine a situation where a consumer has just purchased a new phone and is happy with its features. Regrettably, he has issues with the battery life. In such an instance, the customer’s experience blends positive and negative emotions.

Provided the customer service team responds promptly, the customer’s overall experience can be satisfactory.

This is where CSAT questions come into play.

CSAT stands for customer satisfaction score. It is a metric that measures customer satisfaction with a product, service, or experience. CSAT surveys help businesses understand their customers’ satisfaction levels. Consequently, identify areas for improvement and work on increasing customer loyalty.

In this guide, we’ll cover the following:

Table of Content:

1. Understanding Customer Satisfaction (CSAT) Survey 
2. Why are Customer Satisfaction (CSAT) Surveys So Effective?
3. Types of Customer Satisfaction (CSAT) Survey Questions
4. How to Calculate CSAT Score?
5. Top 5 CSAT Questions Examples
6. How to Ask CSAT Questions? 
7. How to Evaluate the CSAT Survey Questionnaire?
8. Customer Service Satisfaction Survey Questions: Best Practices
9. Wrap Up

Understanding Customer Satisfaction (CSAT) Survey

A CSAT survey is a questionnaire that measures customer satisfaction levels with a product, service, or experience. The survey asks customers to rate their experience on a scale, often from 1 to 10. 1 being very unsatisfied and 10 being very satisfied.

The results of the survey are used to calculate a CSAT score. This score is the percentage of customers satisfied with the experience. CSAT score divides customers into promoters, passives, and detractors.

• Promoters refer to highly satisfied customers.
• Passives are somewhat satisfied customers
• Detractors are dissatisfied customers.

Why are Customer Satisfaction (CSAT) Surveys So Effective?

Customer satisfaction surveys are highly effective because they provide direct, actionable feedback from customers about their experiences. By asking targeted questions, businesses can identify specific areas of strength and weakness, understand customer needs and expectations, and measure overall satisfaction.

This data helps companies in the decision-making process to improve products, services, and customer interactions, ultimately leading to better customer retention and business growth.

Types of Customer Satisfaction (CSAT) Survey Questions

Rating Scale Questions

• Ask customers to rate their satisfaction on a scale (e.g., 1-5, 1-10).

Net Promoter Score (NPS) Questions

• Measure the likelihood of customers recommending the company or product to others.

Yes/No Questions

• Simple questions that require a “yes” or “no” answer to assess basic satisfaction.

Multiple Choice Questions

• Provide several options for customers to choose from, often used for specific feedback.

Open-Ended Questions

• Allow customers to provide detailed feedback in their own words.

Likert Scale Questions

• Measure how strongly customers agree or disagree with statements across a range of options.

Semantic Differential Scale Questions

• Assess perceptions along a continuum between two bipolar adjectives (e.g., Good to Bad).

Ranking Questions

• Ask customers to rank options in order of preference or importance.

Customer Effort Score (CES) Questions

• Measure how easy it was for customers to resolve their issues or complete a task.

Satisfaction with Specific Aspects Questions

• Focus on satisfaction with specific elements (e.g., service quality, product features).

How to Calculate CSAT Score?

Take the number of customers who rated 7, 8, 9, or 10 and divide it by the total survey responses. Then, multiply the result by 100 to get your CSAT score as a percentage.

Here’s the formula:

(Number of satisfied customers)/(Total number of survey responses) — 100

Example;

Assume you received 100 survey responses, and 70 customers rated their satisfaction as 7 or higher.

70/100 — 100

Then the CSAT score would be 70%.

Top 5 CSAT Questions Examples

The questions you ask in your CSAT survey will depend on the type of product or service you offer. Here are five top CSAT survey questions to use in your next survey:

1. How satisfied are you with your overall experience?
2. How satisfied are you with the quality of our product/service?
3. How satisfied are you with the speed of our service?
4. How satisfied are you with the friendliness of our staff?
5. How likely will you recommend our product/service to a friend or colleague?

How to Ask CSAT Questions?

Assume you run a company that develops and sells software products. You want to gauge how customers recognize and recommend your software. This will necessitate you to use a CSAT survey to get customer feedback. You can create a CSAT survey consisting of a question like;

• How likely are you to recommend our software to a friend or colleague?

Your respondents are to respond to this question using a scale of 1 to 10.

How to Evaluate the CSAT Survey Questionnaire?

Excel will load your data as displayed below.

Are you looking for a way to analyze your customer satisfaction survey data in Excel effortlessly? Look no further than ChartExpo.

With ChartExpo, you can create insightful visualizations that make it easy to spot trends and identify improvement areas. Whether you’re a seasoned Excel user or just getting started, ChartExpo is the perfect solution.

Why?

Benefits of Using ChartExpo

• Using ChartExpo saves you valuable time, streamlining the process of creating insightful charts and graphs. This allows you to focus on the analysis and interpretation of the data.
• ChartExpo enables the creation and customization of charts and graphs without needing technical expertise. Its user-friendly interface makes data visualization accessible to all users, irrespective of their expertise.
• ChartExpo offers an affordable $10 monthly subscription plan. The best part is using its 7-day free trial before committing to the subscription.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click the “Insert” menu.
3. You’ll see “My Apps”.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts and graphs are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Organize your data in the format below to make its analysis easier.

Question	Rating	Responses
How likely are you to recommend our software to a friend or colleague?	0	33
How likely are you to recommend our software to a friend or colleague?	1	40
How likely are you to recommend our software to a friend or colleague?	2	36
How likely are you to recommend our software to a friend or colleague?	3	43
How likely are you to recommend our software to a friend or colleague?	4	39
How likely are you to recommend our software to a friend or colleague?	5	39
How likely are you to recommend our software to a friend or colleague?	6	42
How likely are you to recommend our software to a friend or colleague?	7	74
How likely are you to recommend our software to a friend or colleague?	8	67
How likely are you to recommend our software to a friend or colleague?	9	144
How likely are you to recommend our software to a friend or colleague?	10	260

Follow through as I show you how to create a CSAT Score Survey Chart with ChartExpo.

1. Install ChartExpo in Excel to get started.
2. After installation, click My Apps from the INSERT menu.

3. Select ChartExpo, and click the Insert button.

4. Once it loads, choose the CSAT Score Survey Chart from the chart list.

5. Select the data from the sheet and click the Create Chart From Selection button.

6. ChartExpo will generate the visualization below for you.

7. By default, the CSAT Score Survey Chart in ChartExpo has Grid Lines. You can remove them by clicking the Settings button on the top bar.

8. Change the Opacity to 0 from the Chart Settings Property window. Click the Apply button.

1. If you want a title for the chart, click on Edit Chart.
2. Click the pencil icon next to the Chart Header.
3. It will open the properties dialog. Under the Text section, add a heading in Line 1 and enable Show.
4. Give the appropriate title of your chart and click the Apply button to apply the changes.
5. The final chart will appear as shown below.

Insights

• 49% of customers are willing to act as promoters for your product.
• 33% stated that they would not promote your product.
• 18% maintained neutrality.
• The Net Promoter Score (NPS) for your product is 16. This was calculated by subtracting the percentage of detractors from the percentage of promoters.

Customer Service Satisfaction Survey Questions: Best Practices

Creating an effective customer service satisfaction survey is essential for understanding and improving customer experiences. Here are some best practices:

1. Keep It Short: Limit the survey to 5-10 questions to increase completion rates.
2. Clear Language: Use simple, straightforward language to avoid confusion.
3. Varied Question Types: Include a mix of multiple-choice, rating scales, and open-ended questions.
4. Specific Questions: Ask targeted questions about specific interactions or aspects of service.
5. Anonymous Option: Allow respondents to remain anonymous to encourage honest feedback.
6. Follow-up: Use the survey results to make improvements and inform customers of changes based on their feedback.

FAQs

How do I write good CSAT survey questions?

To write good CSAT survey questions:

• Keep the questions short and to the point.
• Use scale questions to measure customer satisfaction on a numerical scale.
• Avoid bias in your questions and ensure they fulfill your survey objective.

What is CSAT in customer service?

CSAT quantifies customer service achievement. It is a metric for measuring customer satisfaction with your offerings. Businesses use CSAT to evaluate how well they meet customer needs and expectations.

Wrap Up

As a business owner, you want to ensure every customer is satisfied. CSAT surveys are a great way to measure and improve customer service. The data collected can help you identify areas where improvement is necessary to serve them better.

The best part?

You can create your CSAT surveys in a few minutes with Google Forms.

The higher the CSAT score, the more satisfied your customers are with your product/service.

Use ChartExpo to create visualizations that help you analyze your CSAT survey data. At first glance, creating visualizations for any data set may seem overkill. However, the benefits of creating visualizations far outweigh the minimal effort required. Visualizations help communicate information in a more accessible and memorable way.

ChartExpo simplifies data analysis, so you can visually explore trends, identify opportunities, and make more informed decisions.

So why wait?

Start creating visualizations with ChartExpo today to glean valuable insights from your customer satisfaction survey data.