Free CSAT Survey Template for Contact Centers
A ready-to-use Customer Satisfaction survey with 8 questions covering overall satisfaction, service quality, value for money, and likelihood to recommend. Uses a standard 5-point scale for easy scoring and trend tracking.
Download CSAT Survey Template (Google Docs) →
CSAT Survey Template
Dear Valued Customer,
We appreciate your business and would love to hear your feedback. Please take a few moments to answer the following questions. Your responses will help us improve our products and services.
Thank you for your time!
1. Overall Satisfaction
Q1: How satisfied are you with your overall experience with our company?
- Very Satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very Dissatisfied
2. Product/Service Quality
Q2: How satisfied are you with the quality of the product/service you received?
- Very Satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very Dissatisfied
3. Customer Service
Q3: How satisfied are you with the customer service you received?
- Very Satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very Dissatisfied
4. Delivery/Shipping Experience
Q4: How satisfied are you with the delivery/shipping process?
- Very Satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very Dissatisfied
5. Value for Money
Q5: How would you rate the value for money of the product/service?
- Excellent
- Good
- Fair
- Poor
- Very Poor
6. Likelihood to Recommend
Q6: How likely are you to recommend our company to others?
- Extremely Likely
- Likely
- Neutral
- Unlikely
- Extremely Unlikely
7. Additional Feedback
Q7: Please provide any additional comments or suggestions you may have.
8. Contact Information (Optional)
If you would like us to follow up on your feedback, please provide your contact information below:
Name:
Email:
Phone Number:
Thank you for your feedback!
Your input is invaluable in helping us improve our services.
How to Calculate Your CSAT Score
The CSAT score is the percentage of customers who responded "Satisfied" or "Very Satisfied":
CSAT Score = (Satisfied + Very Satisfied responses) / Total responses x 100
For example, if 80 out of 100 respondents answered "Satisfied" or "Very Satisfied," your CSAT score is 80%.
Industry benchmarks vary, but most contact centers aim for a CSAT score above 75%. Scores below 70% typically indicate a need for operational changes in agent training, scheduling, or quality processes.
When to Send CSAT Surveys
Timing affects response rates and accuracy. For contact centers, the most effective approach is to send the survey immediately after the interaction while the experience is still fresh.
After a support call or chat
The most common use case for contact centers.
After ticket resolution
Once the customer's issue has been closed.
After onboarding
To assess the initial experience.
At regular intervals
Quarterly or monthly check-ins for ongoing relationships.
Keep the survey short. This template takes 2-3 minutes to complete, which keeps response rates high. Longer surveys lead to drop-offs and incomplete data.
Tips for Better Response Rates
Send it quickly
Response rates drop significantly if you wait more than 24 hours after the interaction.
Keep it short
This 8-question template is the right length; don't add more questions.
Make it mobile-friendly
Many customers will respond on their phone.
Offer anonymity
Anonymous surveys tend to get more honest feedback.
Close the loop
When customers see that their feedback leads to changes, they're more likely to respond next time.
How to Use CSAT Data in Your Contact Center
CSAT survey data is most valuable when you connect it to your operational metrics. Combine CSAT scores with data from your workforce management tools to identify patterns:
Low CSAT + long wait times
You may have a scheduling or staffing issue.
Low CSAT + specific agents
May indicate a need for coaching or a performance improvement plan.
Low CSAT + specific time periods
Could point to shrinkage or understaffing during peak hours.
Declining CSAT trend
Review your contact center metrics holistically to find the root cause.
Track your CSAT scores alongside first call resolution rates and agent performance data for a complete picture of service quality.
Frequently Asked Questions
Common questions about CSAT surveys for contact centers.
A CSAT (Customer Satisfaction) survey measures how satisfied customers are with a specific interaction, product, or service. It typically uses a 5-point scale and calculates the percentage of satisfied customers.
CSAT measures satisfaction with a specific interaction. NPS (Net Promoter Score) measures overall loyalty by asking how likely a customer is to recommend your company. Both are useful — CSAT for operational improvements, NPS for strategic direction.
Most contact centers aim for 75% or higher. Top-performing centers achieve 85%+. The benchmark varies by industry — check your sector's average for a realistic target.
For contact centers, send them after every interaction (or a random sample of interactions). Review and analyze the aggregate data monthly or quarterly to identify trends.
Keep it under 10 questions. This template has 8, which balances thoroughness with completion rates. Every additional question reduces your response rate.
Yes. The downloadable Google Docs version is fully editable. Adapt the questions to match your specific service or product, but keep the 5-point satisfaction scale consistent for reliable scoring.
Track the Metrics Behind Your CSAT Scores
HiveDesk helps contact centers track agent time, manage schedules, and monitor performance — so you can connect workforce operations to customer satisfaction. $5/user/month, all features included.