[{"data":1,"prerenderedAt":517},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fcustomer-satisfaction-survey":3,"content:blog:list:posts":346,"content:data_authors:list:rows":513},{"id":4,"title":5,"author":6,"body":7,"canonical":301,"category":302,"date":303,"description":304,"draft":305,"extension":306,"faq":307,"image":323,"imageAlt":324,"keyword":325,"locale":326,"meta":327,"navigation":331,"noindex":305,"og":301,"path":332,"readingTime":301,"seo":333,"sources":334,"stem":341,"tags":342,"updated":303,"video":301,"__hash__":345},"blog\u002Fblog\u002Fcustomer-satisfaction-survey.md","Customer satisfaction survey: how to run one","farsad",{"type":8,"value":9,"toc":290},"minimark",[10,14,33,38,45,48,130,133,137,144,154,158,165,168,172,178,186,190,193,196,234,237,241,244,247,263,266,273,277],[11,12,13],"p",{},"A customer satisfaction survey is a short question sent right after a specific moment, such as a solved support ticket, that asks how satisfied the customer was. Four choices decide whether the result is useful: the moment, the question, the length and the delay. This post sets a default for each, then covers how many invitations to send and what to do with the answers.",[11,15,16,17,22,23,27,28,32],{},"The ",[18,19,21],"a",{"href":20},"\u002Fresources\u002Fglossary\u002Fcsat","CSAT glossary entry"," has the short definition, and the ",[18,24,26],{"href":25},"\u002Fblog\u002Fcustomer-satisfaction-score","guide to the customer satisfaction score"," has the formula. For ready-made wording, use the ",[18,29,31],{"href":30},"\u002Fresources\u002Ftemplates\u002Fcsat-survey-questions","CSAT survey question template",".",[34,35,37],"h2",{"id":36},"pick-the-moment-before-the-question","Pick the moment before the question",[11,39,40,41,32],{},"Ask about one moment, not about the company in general. A person can rate a support chat they had yesterday. They cannot rate \"your experience\" without averaging a year of memories. For a rating of the whole relationship, ",[18,42,44],{"href":43},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS is the better fit",[11,46,47],{},"Pick the moments where a bad experience costs you something and where you can still fix it. Four common ones:",[49,50,51,70],"table",{},[52,53,54],"thead",{},[55,56,57,61,64,67],"tr",{},[58,59,60],"th",{},"Moment",[58,62,63],{},"When to send",[58,65,66],{},"Starting delay (our suggestion)",[58,68,69],{},"Who follows up",[71,72,73,88,102,116],"tbody",{},[55,74,75,79,82,85],{},[76,77,78],"td",{},"Support ticket solved",[76,80,81],{},"When the ticket status changes to solved",[76,83,84],{},"1 hour, or a day if tickets are often reopened",[76,86,87],{},"The support lead",[55,89,90,93,96,99],{},[76,91,92],{},"Onboarding finished",[76,94,95],{},"When the customer completes setup",[76,97,98],{},"Same day",[76,100,101],{},"Customer success",[55,103,104,107,110,113],{},[76,105,106],{},"Purchase delivered or first use",[76,108,109],{},"After the customer has had time to use it",[76,111,112],{},"A few days after delivery",[76,114,115],{},"The product owner",[55,117,118,121,124,127],{},[76,119,120],{},"Renewal or plan change",[76,122,123],{},"After the change takes effect",[76,125,126],{},"A few days",[76,128,129],{},"The account owner",[11,131,132],{},"The delays are suggestions to start from, not statistics. Change them when your own response rate or comments tell you people answered too early or too late.",[34,134,136],{"id":135},"ask-one-question-on-a-five-point-scale","Ask one question on a five-point scale",[11,138,139,140],{},"Use one rating question tied to the moment: \"How satisfied were you with your recent experience?\" Answers run from 1 to 5, and 4 and 5 count as satisfied. The score guide above explains how the scale and the cut-off change the number. For the survey, pick one scale and keep it. Pipefy, which sells workflow software, describes labeled points from extremely dissatisfied to extremely satisfied. ",[141,142],"cite-ref",{"n":143},"2",[11,145,146,147,149,150,32],{},"Show a comment box after the rating, not before it. Pipefy suggests an open-text follow-up when someone gives a 1 or a 2. ",[141,148],{"n":143,"k":143}," People who are happy finish in one tap, and people who are not can tell you why. For wording of that comment question, see ",[18,151,153],{"href":152},"\u002Fblog\u002Fopen-ended-survey-questions-examples","open-ended survey questions with examples",[34,155,157],{"id":156},"keep-it-short","Keep it short",[11,159,160,161,164],{},"Longer surveys tend to be finished less often. Survicate, a survey vendor, reports an average completion rate of 83.34 percent for surveys with one to three questions, the highest of the lengths it compares. ",[141,162],{"n":163},"1"," It does not say how it measured this, so read the figure as a direction, not a promise.",[11,166,167],{},"One rating question and one comment box is a short survey. If you also want to know about price, features or the competition, run a separate survey at a moment that fits each topic. A question about a competitor, for example, does not belong in a survey sent an hour after a support ticket.",[34,169,171],{"id":170},"send-it-at-the-right-time","Send it at the right time",[11,173,174,175,177],{},"Send soon enough that the customer remembers the moment, and late enough that the moment has ended. Survicate suggests asking soon after a purchase, and waiting two weeks to a month before questions that compare you with competitors. ",[141,176],{"n":163,"k":143}," For support, ask once the ticket is closed, not during the conversation.",[11,179,180,181,185],{},"When the moment ends with a status change, add a short delay so a reopened ticket does not turn a rating into noise. The ",[18,182,184],{"href":183},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT setup guide"," covers that case, including how to pick the delay and how often one customer can be asked.",[34,187,189],{"id":188},"work-out-how-many-invitations-to-send","Work out how many invitations to send",[11,191,192],{},"The number of answers you need sets the number of invitations, and the response rate links the two. The score guide shows how few answers make a percentage unreliable.",[11,194,195],{},"Made-up example: you want about 100 answers per month for one moment. Divide 100 by your response rate to get the invitations to send.",[49,197,198,208],{},[52,199,200],{},[55,201,202,205],{},[58,203,204],{},"Response rate",[58,206,207],{},"Invitations for 100 answers",[71,209,210,218,226],{},[55,211,212,215],{},[76,213,214],{},"10 percent",[76,216,217],{},"1,000",[55,219,220,223],{},[76,221,222],{},"20 percent",[76,224,225],{},"500",[55,227,228,231],{},[76,229,230],{},"30 percent",[76,232,233],{},"334",[11,235,236],{},"Measure the rate for each moment during the first month. It will differ between a support ticket and a renewal, so a single figure for all of them can leave one moment with too few answers.",[34,238,240],{"id":239},"act-on-the-answers","Act on the answers",[11,242,243],{},"A survey that nobody reads teaches customers to stop answering. Decide who looks at the results before you send the first one.",[11,245,246],{},"For a low score, a short routine works:",[248,249,250,254,257,260],"ol",{},[251,252,253],"li",{},"Read the comment the same day, while the case is fresh.",[251,255,256],{},"Give one person the follow-up, so it does not fall between teams.",[251,258,259],{},"Reply to the customer, even if the fix will take weeks.",[251,261,262],{},"Note the cause. After a month, count the causes and fix the most common one.",[11,264,265],{},"Compare the overall score only with your own earlier scores for the same moment and the same scale. A post-purchase score and a support score measure different things.",[11,267,268,269,32],{},"To check a score quickly, use the ",[18,270,272],{"href":271},"\u002Ftools\u002Fcsat-calculator","CSAT calculator",[34,274,276],{"id":275},"run-it-in-pulseri","Run it in Pulseri",[11,278,279,280,284,285,289],{},"Pulseri's CSAT survey asks \"How satisfied were you with your recent experience?\" on a 1 to 5 scale, and the score is the share of 4s and 5s. It is part of ",[18,281,283],{"href":282},"\u002Fproduct\u002Fcustomer-voice","customer feedback surveys",", which also cover NPS and CES. A triggered campaign can send when a Zendesk ticket is solved, with a delay you set in seconds. The Zendesk trigger is not on every plan, so check the ",[18,286,288],{"href":287},"\u002Fpricing","pricing page"," first.",{"title":291,"searchDepth":292,"depth":292,"links":293},"",2,[294,295,296,297,298,299,300],{"id":36,"depth":292,"text":37},{"id":135,"depth":292,"text":136},{"id":156,"depth":292,"text":157},{"id":170,"depth":292,"text":171},{"id":188,"depth":292,"text":189},{"id":239,"depth":292,"text":240},{"id":275,"depth":292,"text":276},null,"Getting feedback","2026-11-04","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",false,"md",[308,311,314,317,320],{"q":309,"a":310},"Who should follow up on a low score?","One named person for each moment, such as the support lead for solved tickets. When a low score goes to a shared inbox, it tends to wait for someone else to pick it up.",{"q":312,"a":313},"When should I send a customer satisfaction survey?","Soon after the moment you are asking about, while the customer still remembers it. For a support ticket that is often within a day. For a purchase it is after the customer has had time to use what they bought.",{"q":315,"a":316},"What is a good response rate for a customer satisfaction survey?","It depends on the channel and the moment, so there is no single figure to aim for. Measure your own rate for a month, then use it to decide how many invitations to send.",{"q":318,"a":319},"Should I use CSAT or NPS?","Use CSAT to rate a specific moment, such as a solved ticket. Use NPS to read the whole relationship, a few times a year. The two answer different questions, and many teams run both.",{"q":321,"a":322},"Should I offer an incentive for answering?","A one-question survey sent at the right moment seldom needs one. An incentive can attract people who answer for the reward, so if you use one, keep it small and the same for every score.","\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers","customer satisfaction survey","en",{"keywords":328},[329,330],"sample survey questions customer satisfaction","customer satisfaction questionnaire survey",true,"\u002Fblog\u002Fcustomer-satisfaction-survey",{"title":5,"description":304},[335,338],{"title":336,"url":337,"retrieved":303},"Customer satisfaction survey questions (Survicate)","https:\u002F\u002Fsurvicate.com\u002Fblog\u002Fcustomer-satisfaction-survey-questions\u002F",{"title":339,"url":340,"retrieved":303},"What is a customer satisfaction (CSAT) survey? (Pipefy)","https:\u002F\u002Fwww.pipefy.com\u002Fblog\u002Fcustomer-satisfaction-survey\u002F","blog\u002Fcustomer-satisfaction-survey",[343,344],"csat","feedback","aYDPxOVs-F1TKGTJqU6wkdgaT_YMBoSxi1Svs6mcIvM",[347,359,371,380,388,397,405,412,414,421,429,439,446,457,467,475,486,497,505],{"path":348,"title":349,"description":350,"date":351,"updated":351,"category":302,"tags":352,"author":6,"image":356,"imageAlt":357,"readingMinutes":358},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z",[353,354,344,355],"alerts","detractors","scores","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":360,"title":361,"description":362,"date":351,"updated":351,"category":363,"tags":364,"author":6,"image":368,"imageAlt":369,"readingMinutes":370},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.","Scores and metrics",[365,366,367],"nps","loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":372,"title":373,"description":374,"date":351,"updated":351,"category":302,"tags":375,"author":6,"image":377,"imageAlt":378,"readingMinutes":379},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[344,365,376],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":381,"title":382,"description":383,"date":351,"updated":351,"category":363,"tags":384,"author":6,"image":386,"imageAlt":387,"readingMinutes":370},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[343,355,367,385],"calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":389,"title":390,"description":391,"date":351,"updated":351,"category":302,"tags":392,"author":6,"image":394,"imageAlt":395,"readingMinutes":396},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[393,343,344],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":398,"title":399,"description":400,"date":351,"updated":351,"category":302,"tags":401,"author":6,"image":403,"imageAlt":404,"readingMinutes":396},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[344,365,402],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":25,"title":406,"description":407,"date":408,"updated":408,"category":363,"tags":409,"author":6,"image":410,"imageAlt":411,"readingMinutes":370},"Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[343,385,355],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":332,"title":5,"description":304,"date":408,"updated":408,"category":302,"tags":413,"author":6,"image":323,"imageAlt":324,"readingMinutes":396},[343,344],{"path":152,"title":415,"description":416,"date":417,"updated":417,"category":302,"tags":418,"author":6,"image":419,"imageAlt":420,"readingMinutes":358},"Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[393,344,365,343],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":422,"title":423,"description":424,"date":425,"updated":425,"category":363,"tags":426,"author":6,"image":427,"imageAlt":428,"readingMinutes":396},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[365,393,344],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":430,"title":431,"description":432,"date":425,"updated":425,"category":302,"tags":433,"author":6,"image":437,"imageAlt":438,"readingMinutes":396},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[434,435,436,402],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":440,"title":441,"description":442,"date":425,"updated":425,"category":363,"tags":443,"author":6,"image":444,"imageAlt":445,"readingMinutes":396},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[365,385,355],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":447,"title":448,"description":449,"date":425,"updated":425,"category":450,"tags":451,"author":6,"image":455,"imageAlt":456,"readingMinutes":396},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[452,453,454],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":183,"title":458,"description":459,"date":425,"updated":425,"category":460,"tags":461,"author":6,"image":465,"imageAlt":466,"readingMinutes":396},"Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[462,343,463,464],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":468,"title":469,"description":470,"date":425,"updated":351,"category":460,"tags":471,"author":6,"image":473,"imageAlt":474,"readingMinutes":396},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[472,353,365,354],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":476,"title":477,"description":478,"date":425,"updated":425,"category":479,"tags":480,"author":6,"image":484,"imageAlt":485,"readingMinutes":396},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[481,482,483],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":487,"title":488,"description":489,"date":490,"updated":490,"category":302,"tags":491,"author":6,"image":494,"imageAlt":495,"readingMinutes":496},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[492,365,343,493],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":43,"title":498,"description":499,"date":490,"updated":490,"category":363,"tags":500,"author":6,"image":502,"imageAlt":503,"readingMinutes":504},"NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[365,343,501,367],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":506,"title":507,"description":508,"date":490,"updated":490,"category":363,"tags":509,"author":6,"image":511,"imageAlt":512,"readingMinutes":496},"\u002Fblog\u002Fwhat-is-a-good-nps-score","What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[365,510,355],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[514],{"key":6,"name":515,"avatar":516},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076189]