Satisfaction & NPS
CSAT Survey Questions
CSAT, or customer satisfaction score, measures how satisfied a customer is with a specific interaction, purchase or service. A good CSAT survey is short: a rating question, then one or two open questions to understand it. These questions are written to be read aloud, so a person or an AI voice agent can ask them naturally, on a simple scale the customer can answer in a word.
17 questions
When to use this template
- Right after a defined interaction such as a delivery, an intervention or a meeting, while it is fresh.
- When you want a regular, comparable measure of satisfaction across a team, a product or a period.
- When you need a lighter format than a full satisfaction interview.
Questions to ask
Introduction and scope
- 01This will take about two minutes. Are you happy to answer a few quick questions about your recent experience with us?
- 02First, which service or interaction are we talking about today?
- 03Roughly when did it take place?
The rating
- 04On a scale from one to five, where one is very dissatisfied and five is very satisfied, how satisfied are you with your experience?
- 05On the same scale, how satisfied are you with the quality of what you received?
- 06On the same scale, how satisfied are you with the time it took?
- 07On the same scale, how satisfied are you with the person or team who helped you?
Understanding the rating
- 08What was the main reason for your rating?
- 09What did we do well that we should keep doing?
- 10What could we have done better?
- 11Was there anything that surprised you, in a good or a bad way?
Ease and expectations
- 12How easy was it to get what you needed?
- 13Did the experience match what you expected beforehand?
- 14Was there any step that felt unnecessarily complicated?
Closing
- 15Is there anything else you would like us to improve?
- 16Would you like someone to contact you about something you mentioned?
- 17Thank you for your time. Is there anything you would like to add before we finish?
Tips for a useful conversation
- Keep the same scale and wording every time, otherwise you cannot compare results over time.
- Define the scale aloud once, then repeat only its ends; customers get lost when asked to remember five labels.
- Always follow the rating with an open question: a score without a reason cannot be acted on.
- Ask about one interaction only, so the answer is precise.
- Share results with the people involved in the interaction, not only with management.
Mistakes to avoid
- Making the survey long: each extra question costs you answers and quality.
- Asking leading questions such as “How great was our service?”.
- Mixing several topics in one question, for example speed and quality together.
- Treating the average score as the goal and ignoring the comments.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.