CSAT Survey Templates

1. Post-Resolution CSAT Survey

Trigger: Sent 1 hour after ticket is marked resolved

Subject: How did we do? (1 question)

Hi [Customer Name],

Your support request (#[ID]) was recently resolved. We'd love to know how we did.

How satisfied are you with the support you received?

Rating	Meaning
5	Excellent — exceeded expectations
4	Good — met expectations
3	Okay — acceptable
2	Poor — below expectations
1	Very poor — unacceptable

[Optional follow-up if rating <= 3]: "We're sorry to hear that. Can you tell us what we could have done better?"

[Free-text field]

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2. Post-Onboarding Survey

Trigger: Sent 7 days after account activation

Subject: How's your first week going?

Hi [Customer Name],

You've been using [Product] for a week now, and we'd love your feedback.

Questions:

1. How easy was it to get started with [Product]? (1-5 scale)
2. Did you find the help resources useful? (Yes / Somewhat / No)
3. Have you been able to accomplish your primary goal? (Yes / Not yet / I'm stuck)
4. What feature have you found most valuable so far? [Free text]
5. Is there anything you expected but haven't found? [Free text]

[If answer to Q3 = "I'm stuck"]: → Auto-assign to onboarding specialist with priority

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3. Quarterly Relationship Survey

Trigger: Sent every 90 days to active accounts

Subject: Your quarterly check-in (3 minutes)

Hi [Customer Name],

Every quarter we ask our customers for honest feedback so we can keep improving. This takes about 3 minutes.

Questions:

1. Overall, how satisfied are you with [Product]? (1-10 scale)
2. How satisfied are you with the quality of customer support? (1-5)
3. How well does [Product] meet your team's needs? (1-5)
4. What's the one thing you'd improve about [Product]? [Free text]
5. What's working really well? [Free text]
6. How likely are you to renew your subscription? (Very likely / Likely / Unsure / Unlikely)

Routing rules:

• Score >= 8: Flag as promoter for case study / review outreach
• Score 6-7: Flag for CSM follow-up
• Score <= 5: Alert account manager immediately

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4. Net Promoter Score (NPS) Survey

Trigger: Sent every 6 months, or 30 days after upgrade

Subject: One quick question for you

Hi [Customer Name],

On a scale of 0-10, how likely are you to recommend [Product] to a colleague or friend?

[0] [1] [2] [3] [4] [5] [6] [7] [8] [9] [10]

Follow-up by segment:

• Promoters (9-10): "That's great to hear! What do you love most about [Product]?"
• Passives (7-8): "Thanks! What would make you rate us higher?"
• Detractors (0-6): "We're sorry to hear that. What's the biggest issue you're facing?"

NPS Calculation: % Promoters - % Detractors = NPS Score

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5. Customer Effort Score (CES) Survey

Trigger: Sent immediately after ticket resolution

Subject: Was that easy?

Hi [Customer Name],

How much do you agree with this statement?

"[Company] made it easy for me to resolve my issue."

1	2	3	4	5	6	7
Strongly disagree			Neutral			Strongly agree

[If score <= 3]: "What made it difficult? We want to fix this." [Free-text field]

CES benchmark: Average CES for B2B SaaS is 5.5. Aim for 6.0+.