Most satisfaction surveys fail for the same reason: they ask eight questions when they needed one, and people stop answering. CSAT works because it is one question in a shape everyone already recognizes. How satisfied were you, one to five stars.
This template keeps it that short, then earns its second question by only asking the people whose answer deserves it.
One tap, then the right question
The rating is five stars with named ends and a named middle, so nobody has to guess whether three is good. It is one tap on a phone, in Discord or on the web.
What happens next depends on the answer. Three or below and we ask what went wrong, because that is the response you need to act on. Four or five and we ask what you got right, because those are the sentences that end up on your site. Both are optional, so someone who just wanted to tap a rating has already given you a complete answer.
The score is a count, not a formula
Your CSAT score is the share of people who answered four or five. This template writes that judgment into every response as a satisfied flag, so getting the number out of an export means counting a column rather than rebuilding a spreadsheet formula every month.
The average and the distribution both show up in your results. Watch the distribution: a 3.8 made of fives and ones is a very different business from a 3.8 made entirely of fours.
Variants
- After an event: swap the subject for the event and add one question on what to change next time.
- Tracked over time: schedule it and chart the average by month.
- Emoji instead of stars: give each point its own face if that suits your community better.
- Alongside CES: support teams commonly ask both, because satisfaction and effort often disagree.