CSAT Survey Questions: Customer Satisfaction Examples
Explore CSAT survey question examples for support, ecommerce, SaaS, onboarding, service recovery, and customer satisfaction follow-up surveys.
CSAT survey questions
CSAT survey questions help teams measure satisfaction with a specific customer experience. The best CSAT questions are short, direct, and tied to a clear moment in the journey.
A good CSAT survey usually includes one rating question and one optional follow-up question. The rating gives the score, while the follow-up explains why customers felt satisfied or dissatisfied.
General CSAT question examples
- How satisfied were you with your experience today?
- How satisfied are you with the support you received?
- How satisfied are you with your recent purchase?
- How satisfied are you with the onboarding process?
- How satisfied are you with the way your issue was handled?
CSAT follow-up questions
Follow-up questions should help explain the rating without making the survey feel heavy.
- What is the main reason for your score?
- What could we have done better?
- What worked well for you?
- Was there anything confusing or frustrating?
- What should we improve next?
CSAT questions by use case
| Use case | Example question |
|---|---|
| Customer support | How satisfied were you with the support you received? |
| Ecommerce delivery | How satisfied were you with your delivery experience? |
| SaaS onboarding | How satisfied were you with the onboarding process? |
| Healthcare visit | How satisfied were you with your appointment experience? |
| Service recovery | How satisfied were you with how we resolved your issue? |
CSAT question writing tips
- Ask about one experience at a time.
- Use plain language customers understand.
- Send the survey while the experience is still fresh.
- Keep the rating scale consistent across reporting periods.
- Avoid leading wording that pressures customers toward a positive answer.
When not to use CSAT
CSAT is not the best metric for every question. If you want to measure loyalty and advocacy, use NPS. If you want to measure how easy a task was, use CES. If you want deep diagnosis, pair the score with interviews, open-text analysis, or journey research.
Related pages on Calculator for NPS
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Frequently Asked Questions
What is the best CSAT question?
A simple and widely used CSAT question is: How satisfied were you with your experience?
Should CSAT surveys include a follow-up question?
Yes. A follow-up question helps explain why customers gave their rating.
How many questions should a CSAT survey have?
Most CSAT surveys work best with one rating question and one optional open-ended follow-up.
Can CSAT questions be customized?
Yes. CSAT questions should often be customized to the specific experience being measured, such as support, delivery, onboarding, or a visit.