CSAT Survey Questions
25 CSAT Survey Questions to Measure Customer Satisfaction
Capture satisfaction scores right after the moments that matter
Customer Satisfaction Score (CSAT) surveys measure how satisfied a user was with a specific interaction. Use these CSAT survey questions to gather transactional feedback at the right moment.
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When to send
Send CSAT surveys immediately after specific interactions: support ticket resolved, onboarding call completed, demo delivered, or feature shipped. CSAT is transactional - send it close to the event.
21 CSAT survey questions
Organized by purpose - use the ones that fit your goal, or use them all.
Core CSAT question
How satisfied are you with [Product / interaction / feature]?
Rating Scale (1–5)
Overall, how would you rate your experience today?
Single Choice
- • Very satisfied
- • Satisfied
- • Neutral
- • Dissatisfied
- • Very dissatisfied
Follow-up: dig into satisfaction
What did we do well?
Open Text
What could we have done better?
Open Text
Was your issue or question fully resolved?
Single Choice
- • Yes, completely
- • Partially
- • No
How quickly did we respond to your request?
Single Choice
- • Too slow
- • Acceptable
- • Fast
- • Very fast
Support satisfaction questions
How helpful was the support you received?
Rating Scale (1–5)
Did the support agent understand your issue clearly?
Single Choice
- • Yes, completely
- • Mostly
- • Not really
- • No
How many times did you need to contact us to resolve this issue?
Single Choice
- • Once
- • Twice
- • 3 or more times
Was the solution provided easy to follow?
Single Choice
- • Yes
- • Somewhat
- • No
Product / feature satisfaction questions
How satisfied are you with [feature name]?
Rating Scale (1–5)
Did [feature] meet your expectations?
Single Choice
- • Exceeded expectations
- • Met expectations
- • Did not meet expectations
How easy was [feature] to use?
Rating Scale (1–5)
What would make [feature] better for your workflow?
Open Text
Onboarding satisfaction questions
How satisfied are you with your onboarding experience so far?
Rating Scale (1–5)
Did you feel supported during setup?
Single Choice
- • Yes, very supported
- • Somewhat
- • Not really
- • No
What was the most confusing part of getting started?
Open Text
What resources would have helped you onboard faster?
Open Text
Overall experience
Compared to similar tools, how would you rate your experience with [Product]?
Single Choice
- • Much better
- • Better
- • About the same
- • Worse
- • Much worse
Would you use [Product] again for this type of task?
Single Choice
- • Definitely yes
- • Probably yes
- • Not sure
- • Probably not
- • Definitely not
Is there anything else you would like us to know?
Open Text
Tips for running CSAT surveys
Send CSAT surveys within minutes of an interaction - response rates drop sharply after 24 hours.
Keep it to 1–3 questions for transactional feedback.
Use the same scale consistently (1–5 or 1–10) so results are comparable over time.
Segment CSAT by support agent, product area, or user cohort to identify problem areas.
CSAT measures a specific moment; combine with NPS to get both transactional and relational views.
Run your first CSAT survey in minutes
Mapster lets you send in-product surveys, link every response to a real user, and segment results by plan, role, or cohort. Free to start.
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Frequently asked questions
What is a CSAT question?
A CSAT (Customer Satisfaction Score) question asks users to rate their satisfaction with a specific interaction - typically on a 1–5 or 1–10 scale. It is transactional, measuring a single moment rather than overall loyalty.
What is a good CSAT score?
CSAT is usually expressed as a percentage of satisfied responses (those rating 4 or 5 on a 1–5 scale). Above 80% is considered good; above 90% is excellent for most SaaS products.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction (transactional). NPS measures overall loyalty and likelihood to recommend (relational). Both are useful - use CSAT for events, NPS for ongoing relationship health.
When should I send a CSAT survey?
Send CSAT surveys immediately after a specific event: support ticket closed, onboarding completed, demo delivered, or feature released. Delay of more than a few hours significantly reduces accuracy.
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