CSAT (Customer Satisfaction) questions measure how satisfied a customer is with a specific experience, product, or interaction. Customers choose from a set of predefined satisfaction levels, making it easy to track satisfaction over time.

### When to Use It

- **Post-purchase** — "How satisfied are you with your purchase?"
- **Support interactions** — "How would you rate your experience with our support team?"
- **Product feedback** — "How satisfied are you with this product?"
- **Delivery experience** — "How satisfied were you with the delivery?"

### How It Works

CSAT questions work like Single Select questions — customers pick one option from a list of satisfaction levels. Unlike NPS (which measures loyalty on a 1-10 scale), CSAT measures satisfaction with a specific touchpoint.

Common satisfaction scales include:

- Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied
- Excellent / Good / Average / Poor

You can customize the answer options to match your brand's tone and the specific experience you're measuring.

### CSAT vs. NPS

| | CSAT | NPS |
|---|---|---|
| **Measures** | Satisfaction with a specific experience | Overall loyalty and likelihood to recommend |
| **Scale** | Customizable answer options | Fixed 1-10 scale |
| **Best for** | Individual touchpoints (purchase, support, delivery) | Brand-level tracking over time |
| **When to ask** | Right after the experience | Any time |

Many stores use both — CSAT to measure specific interactions and NPS to track overall loyalty.

### Adding a CSAT Question

**1.** Go to **Surveys** and select your survey.

**2.** Click the **Questions** tab, then click **Add Question**.

**3.** Select **CSAT** from the question type list.

**4.** Type your question and add your satisfaction level options. You can use **Suggest Answers** to get AI-generated options or add them manually.

### Settings

CSAT questions support the same settings as Single Select questions:

- **Other** — Add a free-text option for customers who want to explain their rating.
- **Required** — Make the question mandatory.
- **Allow Skip** — Let customers skip the question.
- **Randomize Order** — Shuffle the answer order to reduce position bias.
- **Sub Heading** — Add extra context below the question.
- **Follow-up questions** — Ask a targeted follow-up based on the answer selected.

### Viewing CSAT Results

Go to the **Analytics** tab on your survey to see a breakdown of responses by satisfaction level, including response counts, percentages, and revenue metrics like AOV and Total Sales per option.

### Need Help?

If you have any questions about CSAT, reach out to us via live chat and we'll be happy to help.