Customer Satisfaction (CSAT) Survey Template

CSAT measures satisfaction with a specific interaction (1-5 scale, "How satisfied were you?"). [NPS](/glossary/nps-net-promoter-score) measures overall loyalty (0-10 scale, "How likely are you to recommend us?"). CES measures effort (1-7 scale, "Was this easy?"). Use CSAT for tactical feedback on specific experiences, NPS for strategic loyalty benchmarking, and CES for identifying friction. Most SaaS products should run all three on different touchpoints and cadences.

For a single touchpoint, 100+ responses gives you a margin of error around +/- 5 percentage points. For segmentation analysis, aim for 50+ per segment. Below 30, the score is directional but not precise enough to track trends. If response volume is low, increase the sample rate or extend the measurement window.

The 5-point scale is the CSAT standard. It is simple, fast, and well-understood. The 7-point and 10-point scales provide more granularity but take longer to answer and make interpretation harder ("What is the difference between a 6 and a 7?"). Stick with 5 points unless you have a specific reason to change.

Cap surveys at 1 per user per 14 days across all satisfaction surveys (CSAT, NPS, CES). Prioritize high-impact touchpoints over low-impact ones. If a user was surveyed about support this week, do not survey them about onboarding next week. Use a survey orchestration layer to manage frequency across all survey types.

Yes, but indirectly. A single low CSAT score on one interaction does not predict churn. A pattern of low CSAT scores across multiple interactions does. Track CSAT trends per account (not just per interaction). Accounts whose average CSAT drops below 3.5 over 3+ interactions have a significantly higher [churn rate](/metrics/customer-churn-rate) than accounts averaging 4.0+. ---