The CSAT (Customer Satisfaction Score) question type helps you measure customer satisfaction with a product, service, or interaction. Respondents rate their experience on a simple scale, making it one of the most widely used metrics to track short-term customer happiness.
Use CSAT when:
You want to measure how satisfied customers are after a transaction or interaction
You need a quick, easy-to-understand metric
You want to track service quality and improvements
📌 CSAT is available on all Zonka Feedback plans.
In this article
What is CSAT?
Where to use CSAT
How to add a CSAT question
Customization options
Things to keep in mind
What is CSAT?
A rating-based metric where customers answer:
“How satisfied were you with [interaction/product/service]?”Typically uses a 1–5 scale, with 1 being Very Dissatisfied and 5 being Very Satisfied
Results are expressed as a percentage of satisfied customers
Where to use CSAT
Post-support interactions (calls, chats, tickets)
After purchase or delivery to measure buying experience
Product usage feedback
Event or training satisfaction
How to Add a CSAT Question
To add a CSAT question to your survey:
Open the Survey Hub and choose the survey you want to edit.
Go to the Build section.
From the Question Types Panel, select CSAT under the CX Metrics category.
Drag and drop the CSAT question into your survey.
Click on the question to edit the label (e.g., “How satisfied were you with your recent support experience?”).
Customization options
Question Label: E.g., “How satisfied are you with your recent purchase?”
Scale Type: Use stars, emojis, smileys, or numbers
Labels: Customize rating scale endpoints (e.g., Very Dissatisfied → Very Satisfied)
Make it Required: Prevent skipping
Survey Logic: Trigger follow-ups like asking “What could we improve?” if a low score is given
Things to keep in mind
CSAT provides a point-in-time measure of satisfaction
Use it at key touchpoints for actionable insights
Combine with open-text follow-ups to understand reasons behind ratings
Frequently Asked Questions
How is CSAT calculated?
CSAT = (Number of satisfied responses ÷ Total responses) × 100
(Satisfied responses are usually the top 2 positive choices on the scale)
Can I change the rating scale?
Yes, you can use 3-point, 5-point, or emoji-based scales.
Is CSAT supported across all survey channels?
Yes, you can collect CSAT via email, SMS, website, in-app, kiosks, and more.