CSAT Survey Template

A customer satisfaction survey that asks people to rate their experience from 1 to 5, what the experience was about, and what you could have done better. Send it right after a purchase, delivery, or support conversation.

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Created by Fomr Team

Last updated November 3, 2026

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This CSAT survey measures how satisfied customers are with a specific experience. The main question uses a 1 to 5 scale from very dissatisfied to very satisfied. Your CSAT score is the share of respondents who chose 4 or 5.

CSAT works best when it's tied to one moment, so the second question asks what the experience was about: a purchase, a support request, a delivery, or onboarding. That lets you compare satisfaction across touchpoints instead of averaging everything together.

The last question asks what you could have done better. Send the survey within a day of the interaction, while the experience is still fresh, then use the free CSAT calculator on fomr.io to turn your responses into a score.

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Frequently asked questions

What is a CSAT survey?

A CSAT (customer satisfaction) survey asks customers to rate a specific experience, usually on a 1 to 5 scale. It measures how well a single interaction met expectations.

How is the CSAT score calculated?

Divide the number of satisfied responses (4 or 5 on a 5-point scale) by the total number of responses and multiply by 100. The free CSAT calculator on fomr.io does this for you.

What is a good CSAT score?

Scores between 75% and 85% are common across many industries, and anything above 80% is generally considered strong. Compare against your own past scores first, since benchmarks vary by industry.

What's the difference between CSAT and NPS?

CSAT measures satisfaction with one interaction, such as a support call or a delivery. NPS measures overall loyalty to your company. Many teams use CSAT after touchpoints and NPS a few times a year.

When should I send a CSAT survey?

Send it as soon as possible after the interaction, ideally within 24 hours, so customers remember the experience clearly.

Can I change the rating scale?

Yes. You can switch to a 1 to 3 or 1 to 7 scale, edit the touchpoint options, or add questions. Keep the survey short so completion stays high.

CSAT Survey Template

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