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How to create a CSAT survey
How to create a CSAT survey

Increase customer loyalty, stay ahead of your competitors, and improve customer satisfaction levels.

Updated over a week ago

CSAT survey stands for customer satisfaction score survey which is a commonly used metric that indicates how satisfied customers are with a company’s products or services.

In this tutorial, we’ll guide you through the process of creating a CSAT survey to gather valuable insights into your customers’ satisfaction levels.

Let’s get started!

Step 1: Create a blank survey or use a template

Open your Formaloo 3.0 dashboard where you can use ready-to-use templates or make your survey from scratch by clicking “Blank Formaloo”.

🧩 Template:
You can start with this Customer Satisfaction Survey Template. Once you have selected a template there are many fields you can add such as multiple choice, a dropdown menu, long text, score from 0-10, like/dislike options and more to help you create the perfect formaloo suitable to your needs!

Step 2: Customize & personalize your CSAT survey

There are so many ways to customize your survey! Formaloo’s survey builder allows you to design your CSAT survey with ease.

You can add different types of questions such as multiple choice, rating scales, and open-ended questions.

Personalize your CSAT survey to align with your brand by adding your company logo, choosing your color schemes, and tweaking the overall design to create a cohesive and branded survey experience for your customers.

Learn more about how to customize your forms here: Customizing Forms OR check out the design tab for more personalization.

You have multiple options to customize your survey to the next level!

For this survey, you can use different field types:

Multi-choice field

For questions such as “Which of our products have you purchased most recently?” you can use the “Multi-Choice” field.

Respondents are presented with a variety of options, enabling them to choose multiple preferred benefits.

CSAT field

This field measures satisfaction with a user-friendly scale.

A question like “How would you rate the overall quality of your product” is a perfect type of question that rates the customer’s overall quality or even satisfaction with the product.

Scoring 1-10 fields

Use 'score' fields for questions “ Overall, how satisfied were you with your customer service experience”.

Scoring fields allow respondents to easily rate their satisfaction and provide a clear and numerical measure for their opinion.

Long text

The long text field is designed for questions that invite detailed responses such as “How can we enhance your experience with your company?”

This allows an insight into the consumer perspective and improvements to be made.

Step 3: Set up email notifications

In the Notification Tab, enable 'Notify Respondents' to receive an email for new survey responses.

You can also forward a copy of each response to your team members from the 'Forward submit Email to' section.

Check out the Notification tab options | Help Center for more information on sending submitter data to the submitter!

⭐ Pro tip:

Learn more about email notifications:

Step 4: Publish your survey

That's it! Now you can start using your survey or proceed to our suggested step. Just share the link to the survey to get responses.

Additionally, you can embed your survey within your website as an iframe, a widget, and a script. There are many different options to embed your survey within your company, choose the one that best suits your needs!

⭐ Pro tip:

Best customer satisfaction survey questions

  1. How satisfied are you with our product/service?

  2. How often do you use our products/services?

  3. How easy do you find our products/services to use?

  4. Do our products/services provide value for money?

  5. Are there any features that you would like to see in our products/services?

  6. What problem are you trying to solve by using our products/services?

  7. How likely are you to recommend our product/service to others?

  8. Rate your satisfaction with our team in resolving your issue.

  9. How likely are you to purchase again from us?

  10. How likely are you to return to our website?

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