How to Create a Customer Satisfaction Survey (CSAT)
In this blog post, you’ll learn how to create customer satisfaction surveys using specialized online customer feedback tools and Microsoft Excel.
Table of contents:
What is a customer satisfaction survey (CSAT)?
A Customer Satisfaction Survey (CSAT) is a type of survey used by businesses to understand how customers feel about the quality of the products they purchased, the services they were provided, or their overall experience. These are typically one-question surveys that utilize a numerical scale or a multiple-choice format to measure customer sentiment, allowing companies to quantify and analyze the feedback received.
Below is a real-life example of a customer satisfaction survey (CSAT) created with SurveySense, a customer feedback tool by Marcom Robot. It’s a one-question survey where customers must choose an emoji that best represents their satisfaction.
How to create a customer satisfaction survey with specialized online customer feedback tools.
Creating a customer satisfaction survey with specialized online survey tools (such as SurveySense) usually takes at most 3 minutes. Best online feedback tools provide out-of-the-box customer satisfaction survey templates that can be easily customized.
The additional benefit of creating a customer satisfaction survey with tools such as SurveySense is a post-survey landing page where respondents can provide additional details alongside their rating, change their minds, leave their email addresses, etc. Like the survey, the post-survey landing page is also fully customizable.
Another reason to create your customer satisfaction survey with SurveySense is that you can send the survey right from the tool. You don’t need third-party software to deliver the survey, saving time and money. Alternatively, you can collect customer feedback wit your email signature.
Finally, SurveySense can alert you and your team in real time of feedback that requires your special attention. You only need to provide the email addresses of the people who need to get notified on certain scores—neutral, good, or bad.
A step-by-step guide to creating your customer satisfaction survey with SurveySense by Marcom Robot.
Now, let us walk you through the exact steps you need to take to create your CSAT survey with SurveySense by Marcom Robot.
You can use Excel to create customer satisfaction surveys (CSAT), customer effort score (CES) surveys, and net promoter score surveys (NPS) as an alternative to specialized online customer feedback tools. While it’s a feasible option for some organizations, this approach has several limitations:
There are seven steps to creating a customer satisfaction survey with SurveySense. The whole process takes 3 minutes at maximum.
- Setup: Select your survey type (CSAT, CES, NPS) and give your survey a name.
- Content: Edit the headline and message text.
- Design: Select the font, colors, and emoji.
- Notifications: Choose who needs to be notified of specific types of responses.
- Data Collection (Optional): Set up an integration with your CRM or marketing automation platform.
- Thank You Page: Edit your custom landing page.
- Finish: Review results and complete the process.
How to create a customer satisfaction survey using Excel?
You can use Excel to create customer satisfaction surveys as an alternative to specialized online customer feedback tools. While it’s a feasible option for some organizations, this approach has several limitations:
- Requires significantly more time to setup
- Doesn’t provide a professional look and feel, as well as custom branding options
- Doesn’t provide a post-survey landing page to collect additional information
- Doesn’t provide alerting on specific types of responses and score
- Doesn’t provide a way to visualize CSAT score trend out of the box
If you're still curious about learning to create a customer satisfaction survey with Excel, there’s a great article on that. It even provides a template for creating a customer satisfaction survey with Excel. Check it out: