Add feedback and rating buttons directly to email signatures to calculate your CSAT score. Customers simply click to leave a rating and a comment. Be alerted in real time to unhappy customers, or direct the feedback into Teams, Slack and more.
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 is simply a measure of how well the services, products and experiences you provide meet the expectations of your customers and clients. CSAT scores are key performance indicators and are usually defined as percentages based on this simple calculation:
Number of satisfied respondents / Total respondents x 100 = %CSAT
Customer satisfaction surveys are often most effectively carried out using just one-question. Clients are prompted to select their satisfaction level from a response scale. The response scale might be implemented using graphical star icons, traffic lights or even emojis. These highly effective, simple surveys require nothing more than one click from the client or customer resulting in excellent response rates.
Of course it’s important to ask the right question, which will depend upon your business, what you provide and importantly, what you want to assess. Here are some typical, individual customer satisfaction survey questions that you will find useful.
How likely are you to recommend us to a friend or colleague? Not likely at all – to – Very likely.
How satisfied are you with this product? Not satisfied at all – to – Very satisfied.
How satisfied are you with the time taken to resolve your issue? Not satisfied at all – to – Very satisfied.
How likely are you to (buy from us again, visit us again, eat at our restaurant again)? Not likely at all – to – Very likely.
Were you satisfied with your call to our service department? No, not satisfied at all – to – Yes, very satisfied.
The simplest form of survey question prompts for one of two answers to indicate positive or negative responses. The simplicity of binary questions, requiring minimal thinking from respondents, makes them very appealing. Here are a few binary question examples.
And what happens when customers click?
They leave a comment on a brandable, context-sensitive landing page. It can even help you drive positive online reviews!
You see a real-time set of out of the box reports detailing how your team is performing.
The market leader in engaging feedback
Gain useful and actionable feedback with metrics ranging from CSAT and NPS to TempTracking and league tables. View or export your data to use it how you choose, see a live comment stream and the geolocation of responses, track targets and schedule reports for when you need them. Not only this, but you can use webhooks to trigger actions inside other apps, and we offer many integrations to write back your data into your system.
Because of our hard work, we’re very pleased to say that we’ve grabbed a few awards over the years. We value good – magical – customer service so much that our support team have been nicknamed ‘the Ministry of Magic’! We want every customer to get the best from our software and to feel supported along the way, and it’s our goal to be the world’s best company to work with and for.
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