Customer satisfaction (CSAT) template
The per-interaction metric that tells you if today's customer had a good day. Drop it at the end of support tickets, deliveries, or onboarding calls.
Live preview
How satisfied were you with your experience?
This is a static preview. Click “Use this template” to make it yours.
Who it's for
- Support teams measuring ticket satisfaction
- Ops teams tracking delivery experience
- Onboarding teams scoring kick-off calls
- Anyone who wants a pulse on daily experience, not quarterly loyalty
Why this template works
- ·Fast — 1 tap, 5-second interaction.
- ·Per-interaction granularity lets you spot bad actors (ticket, agent, shift).
- ·Easy to segment by channel, team, or SKU and compare.
Tips for running it well
- 1
Ask within the same conversation thread — embedded, not a separate email.
- 2
Always pair low scores (1–2 stars) with 'what went wrong?' to avoid shooting in the dark.
- 3
Report CSAT alongside volume — a 4.8 CSAT with 10 responses isn't the same as 4.8 with 1,000.
Ways to customise it
Switch to a 3-point (bad/okay/great) scale for even faster answers.
Combine with CES ('how easy was it?') for an effort + outcome view.
Route high scores (4–5) to a review ask, low scores to a CSM ping.
Questions
CSAT vs NPS — which one do I need?
Both, for different things. CSAT measures a single interaction ('was that ticket handled well?'). NPS measures overall loyalty ('would you recommend us?'). Most mature teams track both.
Can I auto-send this after a support ticket closes?
Yes. Use the Onetapvote API or a Zapier integration to send the CSAT link as the last message in a ticket, pre-filled with a ticket identifier.
What's a good CSAT score?
For support, 85% of ratings being 4 or 5 stars is a common target. Anything below 80% usually signals process issues worth a retro.
Ready to send it?
The template is pre-filled — tweak the question, add your options, share the link. Takes under a minute.
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