Ideal for feedback on transactional processes such as service, support and delivery.
Customer satisfaction surveys are used to elicit feedback from clients and measure their level of satisfaction with your products, services or interactions. A customer satisfaction score, or CSAT score, is a valuable indicator of how happy your customers and clients are. Measuring customer satisfaction and taking action based upon their feedback gives your business a competitive advantage.
Customer Satisfaction Defined
Customer satisfaction is simply a measure of how well the services, products and experiences you provide meet the expectations of your customers and clients. You will often see the abbreviation CSAT used in place of ‘customer satisfaction’. CSAT scores are key performance indicators and are usually defined as percentages based on this simple calculation:
‘Number of satisfied respondents’
the ‘Total Number of Respondents’
multiplied by 100 to give the percentage.
So if, for example, you have been able to survey 50 of your customers and 30 of them have indicated they were satisfied then your CSAT score would be 60%. Definitely room for improvement!
How to Measure Customer Satisfaction
While there are many factors to consider when planning and setting up an effective customer satisfaction survey the process, using Customer Thermometer, is remarkably simple. Follow this link to set up your free trial and enjoy amazing response rates.
Customer Thermometer supports 3 key ways to derived customer feedback.
We’ve published a library of valuable information covering all aspects of measuring customer satisfaction which you can find here.
Create Your First Surveys for FREE
Here’s how to get started with your first customer satisfaction survey using Customer Thermometer.
- Sign up for our free trial account
This gives you 10 fully functional surveys, completely free. So you can thoroughly check out the system for yourself and get some valuable customer feedback at no cost.
- From your account dashboard, go to the ‘Manage Thermometers’ tab.
Thermometers are our name for your survey templates which you can edit at any time.
- Choose either ‘Email Thermometers’ or ‘Embedded Thermometers’.
- Click on: ‘Add a new Thermometer’ to create your survey template.
- Fill in the respective fields as prompted on the ‘Edit Thermometer’ screen.
This is where you enter the one survey question that you want to ask your customers or clients.
- To send Email Thermometers you will next need to define your list of recipients.
These can be entered manually or you can upload a CSV file.
- Click the ‘Send a Blast’ tab where you then select your Thermometer template and your recipient list.
- Preview your survey and send a test survey to yourself.
- Schedule your blast or send it immediately.
- View your survey responses and results from the ‘Reporting’ tab in your dashboard.
CSat Survey Integration
The Customer Thermometer survey system integrates easily with many popular helpdesk systems, managed service provider tools, CRM tools, email platforms and much more. See the extensive list of tools and platforms here.
Test drive our Customer Satisfaction Surveys –
Get an account and 10 surveys completely free.
Customer Satisfaction Survey Types
“CT is so simple to use and provides us with immediate and valuable feedback as to how we are doing in the eyes of our customers. Recipients are always happy to add comments, which really helps tailor our response and next action. Without CT we’d have no handle on what our clients REALLY think. A brilliant product.” Qualifa – Source: GetApp
Tracking consumer satisfaction helps you improve customers’ overall experience, identify gaps in the services and service levels you offer, cut down customer churn and ultimately boost every individual customer’s lifetime value. Here’s what our Customer Satisfaction Survey app can help you explore.
IT customer satisfaction surveys
It’s tough getting feedback from people who have had problems. Our IT satisfaction surveys are perfect for people who are responsible for IT helpdesks and external IT functions. The one-question simplicity of the surveys means people are more likely to respond than they would to multiple questions, which means you get the feedback you need to provide exceptional service.
Net Promoter Score surveys
If you want a net promoter score you can drill down to individual consumer level, our Net Promoter Score (NPS) surveys are ideal. You can track your NPS in real time, brand it, and get excellent response rates thanks to a single, simple in-email click.
Employee satisfaction surveys
While a detailed annual survey delivers plenty of information, it’s just a snapshot. Things can change lightning fast, leaving you struggling. Our microsurveys help you to measure your employees’ feelings quickly and easily. All they have to do is click a single response, from anywhere, across multiple devices.
Guest satisfaction surveys
If you have ever sent a 20 question survey to your guests, you’ll already know people’s patience is limited and very few will bother responding. Our one-click guest satisfaction surveys deliver plenty of valuable insight by asking someone to simply click or tap a single icon in an email.
Outlook signature surveys
Every time you send an email, you can include Customer Thermometer feedback buttons in your Outlook signature. People can click or tap to leave their rating, plus an optional comment, alerting you to negative feelings in real-time and creating handy global feedback maps.
Salesforce Case feedback
If you work with Salesforce, you can get customer feedback from the emails you send from the Salesforce system. All that people need to do is click inside the email to provide a rating and leave an optional comment, and the feedback pops up instantly in your Salesforce dashboard.
It’s notoriously tricky getting real estate sector feedback. Our special Realtor testimonials tool is a reliable way to get real estate testimonials and feedback ratings you can use to drive better business.
What do people really feel about your company, products, services, people? You can check the popularity of all manner of different aspects of your business by providing tablet surveys. Harness super-simple one or two-click feedback, brand the message to perfection and fire away, whether it’s via iOS tablets or Android machines.