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Customer satisfaction (CSAT) survey
Determine short-term satisfaction levels at key moments in the customer journey
Last updated14 Mar 2023
What is a customer satisfaction survey?
Customer satisfaction (CSAT) surveys contain a set of questions designed to understand how satisfied users are with your products or services, brand, and customer support. The questionnaire enables your team to make product changes that resonate with customers and optimize the user experience (UX).
When should you use a CSAT survey?
A CSAT survey provides valuable insights when you want to measure short-term satisfaction levels. You can place the survey strategically at key moments in the customer journey, so you can peek into users' micro-experiences.
What’s in the customer satisfaction survey template?
This quick survey often contains a simple feedback question with a binary response (e.g. yes/no, 😊/☹️) or a 5- or 7-point Likert scale (e.g. 1 - Strongly disagree, 5 - Strongly agree).
As you would for an NPS survey, consider adding a follow-up, open-ended question to your CSAT survey to gather qualitative customer feedback.
How to use your CSAT survey results
The customer satisfaction score is a customer satisfaction metric you should monitor at different stages of the customer journey.
When you ask respondents to pick from two options, customer satisfaction scores tend to be high (98%+). So a spike in negative CSAT scores can alert you to problems that need urgent attention.
This valuable feedback, combined with qualitative data, helps you assess and better address customer needs.
With this survey, you'll learn:
Whether your product/service satisfies users' needs
If your product did what you wanted it to do
Whether your customer service requires more work
If there are issues that need immediate attention
Make it your own:
Tweak each question in the template or add your own
Change the color scheme
Remove Hotjar branding (Ask Business and Ask Scale plans only)
Pick from full screen, pop-up, or external link surveys
Opt-in to on-site user targeting
Select how often users see the survey
Choose where to receive responses
Set up the customer satisfaction survey in seconds
Creating a customer satisfaction survey is fast and easy. To begin, click on the ‘Get started with this template’ link below.
If this is your first time using Hotjar:
Set up an account and verify your email address. It won't cost you anything (our free plans are free forever).
When you have an existing account:
After clicking the link and/or verifying your account, you'll reach the pre-built template page. The CSAT survey is ready for you to send out to customers, so you can start collecting insights instantly.
You can also customize the template. For example, if you want to show the customer satisfaction survey to users on a certain page, you have the option to install the Hotjar tracking code on your site. This will allow you to host the survey live on your website instead of sending users to an external URL. It’ll also activate your view of all the user behavior insights available on Hotjar.
Don't worry, installing the tracking code won’t delay page loads. Sign up for a full Hotjar account, then install the tracking code by following these steps.