Customer Satisfaction (CSAT) template

A five-question CSAT survey you can send after any customer interaction — a purchase, a delivery, a support call. It pairs a 1–5 satisfaction scale with a matrix that grades speed, friendliness, knowledge, and follow-up separately, so you learn not just how you did but where. Most customers finish it in under two minutes.

Use this template Start free — no card

7 questions · works on the free plan (500 responses/month) · fully customizable

What’s inside

The questions this template ships with — rename, reorder, or delete any of them in the builder.

01Overall, how satisfied were you with your experience?Rating scale

02What did you contact us about?Multiple choice

03How did we do on each of these?Matrix

04Was your issue resolved?Multiple choice

05Anything we could have done better?Long text

When to use this template

The automated email a furniture store sends two days after every delivery
A link support agents drop at the end of resolved tickets to grade the interaction
A dental office texting patients after appointments to catch problems before the online reviews do
Quarterly account check-ins for a B2B service, tracking the same four matrix rows over time

Tips to get more from it

The matrix question is where the signal lives — the overall 1–5 tells you something went wrong, but the four rows (speed, friendliness, knowledge, follow-up) tell you what. Edit the rows to match how your team is actually measured.
The contact-reason question has an Other option enabled, so you won't lose responses that don't fit your five categories. Watch the Other answers for a month and promote the common ones to real options.
Responses export as CSV, so you can pivot satisfaction score against contact reason and find which type of interaction drags your average down.

Questions people ask

What is a good CSAT survey response rate?

Post-interaction surveys typically see 10–30% response rates. Timing matters more than incentives: send within a few hours of the interaction, keep it under two minutes (this template is five questions), and say up front how long it takes.

Is this CSAT template free to use?

Yes. Zunoform's free plan includes unlimited forms and 500 responses per month, with no card required. Every question in the template is editable before you publish.