What is a good CSAT score?

It depends on your industry and how you ask, so the trend matters more than the absolute number. This template is built so you can explain a score rather than benchmark it: the transcripts tell you what a 3 and a 5 actually mean for your customers.

How is this different from a normal CSAT form?

A form gives you a number and a comment box most people leave blank. This template interviews the person: the AI reads the rating and asks the follow-up a researcher would, so every score comes with a reason you can act on.

How often should I run a satisfaction survey?

Quarterly works well as a pulse, or trigger it after key interactions. Either way, the one-response-per-device option and anonymous responses keep repeated waves honest and comparable.

By default respondents are anonymous, with no name, email, or IP stored against answers. If you need to segment by account, encode a reference in the share link and keep the mapping on your side.

Templates / Customer satisfaction survey

Customers · Adaptive interview template

Customer satisfaction survey template

A CSAT number on its own is a thermometer: it tells you something is warm or cold and nothing about why. Teams end up staring at a 4.1 with no idea whether to celebrate, panic, or ignore it, because the score compresses a hundred different experiences into one digit.

This template keeps the familiar satisfaction rating as the anchor, then hands the why to an interviewer instead of a comment box. The AI reacts to the score: a low rating gets asked what specifically fell short and whether it was a one-off or a pattern, while a high rating gets asked what would make it a genuine standout. The result is a number you can defend and a set of reasons you can assign to a team.

When to use it

As a recurring quarterly pulse across your active customer base
After a defining interaction, such as a delivery, renewal, or resolved ticket
When a CSAT number has moved and nobody can explain the shift
For a specific segment or plan tier you suspect is quietly unhappy

Running it well

Keep the rating scale identical every wave. Changing the labels breaks trend comparison, which is the point of a recurring CSAT.
Time it to an experience, not the calendar, when you can. Satisfaction asked in the abstract gets abstract answers.
Watch the neutral group closely. Their transcripts often hold the specific, fixable friction that decides whether they climb or slip.
Set the follow-up depth budget lower for happy raters and higher for unhappy ones, so the interview spends effort where the risk is.

The questions, and why they're shaped this way

These are the anchor questions. You can edit, reorder, or add to them; the AI interviewer handles the depth between them.

Multiple choice

Overall, how satisfied are you with us?

Very satisfiedSatisfiedNeutralDissatisfiedVery dissatisfied

The standard five-point CSAT anchor, kept familiar for comparability. Its real job here is to route the interview: each rating opens a different line of follow-up.

Open text

What's the main reason for your rating?

The one question that turns a score into a reason. Because it comes right after the rating, the answer is grounded in whatever the person just judged, and the follow-ups chase the specifics.

What the interviewer asks next

Follow-ups aren't scripted. The AI reads each answer and probes what a researcher would. Depending on what a respondent says, it might ask:

"You said you're satisfied but not more than that. What would move you to very satisfied?"

"You mentioned a recent issue with support. Was that a one-off, or does it keep happening?"

"You rated us highly. What is the one thing you would least want us to change?"

Live demo

Play the customer satisfaction survey interview

This is the real interviewer, not a recording. Answer as yourself and watch the follow-ups adapt to what you write.

Prefer a full window? Open the demo.

Common questions

What is a good CSAT score?: It depends on your industry and how you ask, so the trend matters more than the absolute number. This template is built so you can explain a score rather than benchmark it: the transcripts tell you what a 3 and a 5 actually mean for your customers.
How is this different from a normal CSAT form?: A form gives you a number and a comment box most people leave blank. This template interviews the person: the AI reads the rating and asks the follow-up a researcher would, so every score comes with a reason you can act on.
How often should I run a satisfaction survey?: Quarterly works well as a pulse, or trigger it after key interactions. Either way, the one-response-per-device option and anonymous responses keep repeated waves honest and comparable.
Is it anonymous?: By default respondents are anonymous, with no name, email, or IP stored against answers. If you need to segment by account, encode a reference in the share link and keep the mapping on your side.

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