CSAT survey questions: what to ask, and how SautiDesk sends the survey

A CSAT survey is one question, asked right after a customer’s problem is solved: how satisfied were you? The customer answers on a scale, usually 1 to 5, and the CSAT score is the share of answers that are 4 or 5. It is the simplest way to learn whether the people you served felt served. This guide gives the question to ask, comment prompts to copy, how to read the number, and exactly how SautiDesk sends the survey and reports it.

What question should a CSAT survey ask?

Ask one satisfaction question on a five-point scale and nothing else. A short survey gets answered, and a long one gets ignored. The scale below runs from the worst answer to the best, with a word on each point so the number means the same thing to every customer.

The default question in SautiDesk is “How satisfied were you with our support?”. Keep your own wording as a satisfaction question, because a CSAT score only means something when every customer answers the same one. Good variations name the thing you want to hear about:

• “How satisfied were you with how we handled your request?”
• “How satisfied were you with the help you got from [business name]?”
• “How satisfied were you with our answer on the phone?” for a team that is mostly calls.
• “How satisfied were you with your delivery update?” for a shop that supports orders.

What follow-up prompt should you add?

Add one optional comment box after the score. The score says how a customer felt and the comment says why, and the comment is where the fix is. Make it optional, because a required comment stops people answering.

• “Anything you would like to tell us?”
• “What could we have done better?”
• “Who helped you, and what did they do well?”

When is the best moment to ask?

Ask when the ticket is resolved, on the channel the customer used, once. A survey sent a week later is answered from a fading memory, and a second reminder annoys the customer you just helped. Do not ask in the middle of a conversation, and do not ask for a rating on an unresolved problem.

How do you work out a CSAT score?

Divide the answers that are 4 or 5 by all answers, and multiply by 100. Count only the customers who answered. The average score, from 1 to 5, sits beside it, and the response rate (answers divided by surveys sent) tells you how far to trust both.

Read the score against your own past months first. A number only means something compared with what you did last month and last quarter, and a score from 22 answers moves a lot with a single unhappy customer. Pair it with the first-reply and resolution numbers in customer service KPIs and the targets in the support SLA template.

How does SautiDesk send the CSAT survey?

SautiDesk asks once for each ticket, when the ticket is closed, and the customer answers from 1 to 5 with an optional comment of up to 2,000 characters. The survey is on by default on every plan. It goes out on the channel the ticket came in on, as one message, and the first answer a customer gives is the one that stands.

Under Settings, Customer satisfaction, the workspace owner and admins can switch the survey off, switch each channel on or off and rewrite the question, up to 120 characters. The question must stay a one-to-five satisfaction question. Because SautiDesk keeps one open ticket for each customer and never reopens a closed one, each survey is about one finished piece of work.

What does the CSAT report show?

On SautiDesk Pro the CSAT report shows the score, the average, the responses, the surveys sent and the response rate for the dates you choose. It breaks the same figures down by agent, queue, channel and day, and lists the comments with the score each customer gave. The agent and queue are the ones the ticket had when it was closed, so moving a ticket later does not move the answer to someone else’s work.

What do you do with a low score?

1. Read the comment first. It says what went wrong in the customer’s words.
2. Call the customer back the same day if the score is 1 or 2 and they left a comment. A call from the business is the quickest way to put it right.
3. Look at the channel and the queue. One low channel points at a process, and one low agent points at coaching.
4. Fix one thing a week. Pick the most common complaint in the comments and change that.
5. Review at the same time every week. The supervisor morning check is a ten-minute routine that fits it in.

Start on SautiDesk

1. Pick Basic at KES 1,000 per person a month for tickets and the survey, or Pro at KES 3,000 if you want the CSAT report, reports by agent and the live floor view.
2. Add your people and choose a Kenyan number for KES 500 a month.
3. Connect WhatsApp, your support email and web chat so every channel lands on one ticket.
4. Open Settings, then Customer satisfaction, and check the survey is on for each channel. Reword the question if you want your own.
5. Close your first tickets and read the answers on the report.

Calls, WhatsApp, SMS, email and web chat are on both plans. See the pricing page, and read how to choose help desk software if you are still comparing tools.