Software customer satisfaction survey template

A CSAT (Customer Satisfaction) score is a metric that measures customer satisfaction with your product, service, or experience. It's calculated as the percentage of customers who rate their experience as "satisfied" or "very satisfied." For a 5-point scale, this typically means ratings of 4 or 5. For example, if 80 out of 100 customers rate you 4 or 5, your CSAT score is 80%. The formula is: (Number of satisfied customers / Total number of responses) × 100. Youform automatically tracks these ratings in your survey responses, making it easy to calculate and monitor your CSAT score over time.

The frequency of CSAT surveys depends on your customer touchpoints and business model. For transactional interactions (like purchases or support tickets), send surveys immediately after the interaction while the experience is fresh. For ongoing relationships, consider monthly or quarterly surveys to track satisfaction trends without overwhelming customers. Avoid sending surveys too frequently to the same customers to prevent survey fatigue. With Youform's unlimited responses, you can send CSAT surveys as often as needed without worrying about response limits.

A good CSAT score varies by industry, but generally, a score above 80% is considered excellent, 70-80% is good, and below 70% indicates areas needing improvement. However, what matters most is tracking your score over time and comparing it to industry benchmarks. Focus on improving your CSAT score rather than achieving a specific number. Even if your score is 85%, there's always room to improve customer experience. Use the feedback from your CSAT surveys to identify specific issues and make targeted improvements.

Absolutely! This free CSAT survey template is fully customizable. You can add or remove questions, change the rating scales, modify the wording, add your branding (logo, colors), set up conditional logic to show different questions based on responses, and customize the thank you page. The template provides a solid foundation with all the essential CSAT questions, but you can adapt it to match your specific needs, industry, and brand voice. Start customizing your CSAT survey template now.

Yes, the CSAT survey template is completely free, and there are no limits on the free plan. Unlike competitors like SurveyMonkey or Typeform that limit free plans to 10 surveys or 100 responses, Youform offers unlimited surveys, unlimited responses, and all core features on the free plan. You can use this CSAT template, customize it, collect as many responses as you need, and access all features without ever needing to upgrade or provide a credit card. The only limitation is custom domain branding, which is available on paid plans, but all other features are free forever.

Youform makes it easy to analyze your CSAT survey results. In your dashboard, you can view all responses in real-time, see response rates, calculate your CSAT score automatically, and export data to CSV or Excel for deeper analysis. Look for patterns in the ratings and read through open-ended feedback to identify common themes. Track your CSAT score over time to see if improvements are working. Pay special attention to responses rated 1-3 (dissatisfied) to identify urgent issues, and use positive feedback (4-5 ratings) to understand what's working well. You can also filter responses by date, question, or rating to dive deeper into specific segments.