Customer Satisfaction Survey Playbook

A ready structure for a post-purchase or post-support CSAT survey.

1. Trigger it at the right moment

Send within 24 hours of the interaction - a support ticket closing, an order delivering. Delayed CSAT surveys measure memory, not experience.

2. Keep it to 2-4 questions

• A CSAT rating question (1-5): "How satisfied were you with [this interaction]?"
• An open-text follow-up: "What's the main reason for your rating?" - this is where the actionable detail lives.
• Optionally, a single-choice question on what the interaction was about, if you serve multiple products/teams.

3. Distribute it inline

Embed the public survey link directly in your order-confirmation or ticket-closed email rather than sending a separate "please take our survey" email - it measurably improves response rate.

4. Set up a low-score alert

Use a webhook to notify your team the moment a response comes in, and check it for low scores so someone can follow up with an unhappy customer while the issue is still fresh - see the CSAT Calculator guide for how the score itself is computed.