Use case: CSAT

CSAT — Measure Customer Satisfaction After Every Touchpoint

Customer Satisfaction Score: one question — "How satisfied are you?" — sent automatically after purchase, call or support ticket. Get notified when the score is low.

Launch CSAT survey See pricing

1 questionfor CSAT

Automatedsend

Alerton low score

SurveyNinja · CSAT Question 2 of 3

How satisfied are you with our service?

:-(

Poor

So-so

Neutral

Good

Excellent

Send rating

92%

positive responses

4.7/5

CSAT

3 min

time to alert

Low score alert ready

Support lead receives the response instantly

Live

Where CSAT is used

After support

Ticket closed → instant CSAT to the customer. See quality per agent and trend.

After delivery

SMS or email 24h after delivery — simple "All good?" with 1–5 scale.

In-product

Micro-survey in UI: thumbs up/down or stars after a key action.

After meeting or demo

Sales CSAT: did they like the meeting? Track before/after and by quarter for management.

After onboarding

How satisfied is the client with the signup process? Spot friction early before they churn.

After event

QR on screen at end of webinar — quick rating while the audience is still there. Aggregated report for organizer.

How CSAT works in SurveyNinja

Ready template

One-question CSAT scale. Customize wording and scale (1–5 or 1–10).

Logic and branching

Show follow-up only when score is low. Ask for details to improve.

Alerts

Webhooks or email when score is below threshold. React before it escalates.

Dashboards

CSAT by agent, team, or period. Export to CSV.

CSAT trends

Dashboard with trends by week and month — see how satisfaction changes after improvements.

Segmentation

Filter CSAT by support channel, agent, product type — find weak spots in service.

How it works

Create survey

Use the CSAT template. Add one question and optional follow-up for low scores.

Start free

Send or trigger

Send by email after support or purchase. Or trigger in-app via link or API.

View results

Dashboard shows CSAT over time. Set up alerts for low scores.

Frequently asked questions

What is CSAT?

Customer Satisfaction Score: one question (e.g. "How satisfied are you?") with a scale. Often 1–5 or 1–10. Sent after a touchpoint (support, purchase, call).

Can I send CSAT automatically?

Yes. Use email triggers, webhooks, or API to send the survey when a ticket is closed or an order is delivered.

Can I get alerted when the score is low?

Yes. Set up webhooks so that when a response is below your threshold, you get a notification and can follow up.

Can I customize the rating scale?

Yes. Use 5 stars, emojis, or numbers 1–10. You can also add a follow-up question for low scores.

How do I connect CSAT to my helpdesk or CRM?

Use Zapier, Albato, or webhooks to send the survey when a ticket is closed or an order is delivered. Responses can be sent back to your system.

Can I compare CSAT across touchpoints or teams?

Yes. Pass channel, agent, team or product type as hidden fields. Dashboard then compares CSAT across segments.

Launch CSAT in minutes

Free trial. Ready template and alerts.

Start free

CSAT — Measure Customer Satisfaction After Every Touchpoint

Where CSAT is used

After support

After delivery

In-product

After meeting or demo

After onboarding

After event

How CSAT works in SurveyNinja

Ready template

Logic and branching

Alerts

Dashboards

CSAT trends

Segmentation

How it works

Create survey

Send or trigger

View results

Frequently asked questions

What is CSAT?

Can I send CSAT automatically?

Can I get alerted when the score is low?

Can I customize the rating scale?

How do I connect CSAT to my helpdesk or CRM?

Can I compare CSAT across touchpoints or teams?

Other use cases

Customer feedback

Churn surveys

Concept testing

Employee engagement

NPS tracking

Market research

Event feedback

UX testing

Academic research

Service quality

User onboarding

Post-purchase survey

Product feedback

Exit survey

Lead qualification

Training feedback

Launch CSAT in minutes