Free CSAT Report Template
Summarize and analyze customer satisfaction data for any reporting period. Includes sections for overall CSAT score, category breakdowns, trend analysis, customer feedback highlights, and an action plan.
Download CSAT Template (Google Docs) →
Report Structure
Date: ______________________________
Prepared By: ______________________________
Period Covered: ________ to ________
1. Executive Summary
Provide a brief overview of the report: overall CSAT score, key findings, and significant trends or changes from the previous period.
2. CSAT Score Overview
Overall CSAT Score: ____ (out of 100)
Number of Responses: ____
Response Rate: ____%
Score Breakdown by Category
| Category | CSAT Score (out of 100) | Number of Responses |
|---|---|---|
| Product Quality | — | — |
| Customer Service | — | — |
| Delivery/Shipping | — | — |
| Value for Money | — | — |
| Overall Experience | — | — |
3. Trend Analysis
Comparison with Previous Periods
| Period | CSAT Score | Change (%) |
|---|---|---|
| Current Period | — | — |
| Previous Period | — | — |
| Period Before | — | — |
Insert a line or bar graph showing the CSAT trend over the reporting period.
4. Customer Feedback Analysis
Positive Feedback
Summarize key themes from satisfied customers. Include direct quotes if relevant.
Negative Feedback
Summarize key areas of concern. Include direct quotes if relevant.
Suggestions for Improvement
Highlight constructive feedback provided by customers.
5. Action Plan
Immediate Actions
Steps to address critical issues identified in this report.
Long-Term Strategies
Ongoing initiatives to improve customer satisfaction based on feedback trends.
6. Conclusion
Summarize findings, reiterate key takeaways, and outline next steps.
7. Appendices
Include supporting data, charts, or detailed feedback.
How to Use This Template
1. Collect your CSAT data
Pull survey results from your survey tool, CRM, or call center platform for the reporting period.
2. Calculate the overall score
CSAT = (Number of positive responses / Total responses) x 100. See our call center KPI guide for the full formula and benchmarks.
3. Break down by category
Identify which areas score highest and lowest.
4. Compare to previous periods
The trend matters more than any single score.
5. Read the verbatim feedback
Quantitative scores tell you what; customer comments tell you why.
6. Create an action plan
Pick 2-3 specific actions based on the data. Assign owners and deadlines.
7. Share with stakeholders
Distribute the completed report to managers and leadership.
CSAT Benchmarks
| Score Range | Rating | Interpretation |
|---|---|---|
| 80-100 | Excellent | Customers are highly satisfied; maintain current practices |
| 70-79 | Good | Solid performance with room for improvement |
| 60-69 | Average | Noticeable issues; investigate low-scoring categories |
| Below 60 | Poor | Significant problems; immediate action required |
Industry benchmark for contact centers: 75-85%. Scores below 70% warrant investigation into specific agent performance, process gaps, or product issues.
Frequently Asked Questions
Common questions about CSAT reporting and analysis.
Monthly is ideal for contact centers. Weekly is too frequent to show meaningful trends; quarterly may miss problems until they've been festering for months.
15-30% is typical for post-interaction surveys. Higher response rates give more reliable data. Keep surveys short (1-2 questions) to maximize participation.
CSAT measures satisfaction with a specific interaction. NPS measures overall loyalty and willingness to recommend. Both are valuable — use the NPS report template alongside this one for a complete picture.
Track Customer Satisfaction Alongside Agent Performance
HiveDesk gives contact center managers time tracking, activity monitoring, and real-time dashboards — the operational data you need to complement CSAT insights. $5/user/month, all features included.