CSAT Survey Templates
12 survey templates — CSAT, NPS, and CES with branching logic, follow-up triggers, and multi-channel deployment.
Included Templates
Post-Support CSAT
How would you rate your support experience? [1 - Very Unsatisfied] [2] [3] [4] [5 - Very Satisfied]. If 1-3: 'What could we improve?' (free text). If 4-5: 'Thank you! Would you leave a Google Review?' [Yes] [No].
Post-Purchase CSAT
How satisfied are you with your recent purchase? [1-5 scale]. If 1-3: 'What went wrong?' → [Product Quality / Delivery / Packaging / Other]. If 4-5: 'What did you love most?' (free text).
Post-Onboarding CSAT
How would you rate your onboarding experience? [1-5 scale]. If 1-3: 'What could we do better?' → [Documentation / Support / Product / Other]. If 4-5: 'Glad to hear! Any features you'd like to see?'
Post-Call CSAT
How would you rate your call experience with {{agent_name}}? [1-5 scale]. Automatic follow-up: 'Was your issue resolved?' [Yes / No / Partially].
Quarterly NPS
On a scale of 0-10, how likely are you to recommend {{company}} to a friend or colleague? Detractors (0-6): 'What would make you more likely to recommend us?' Promoters (9-10): 'What do you love most about us?'
Feature-Specific NPS
On a scale of 0-10, how likely are you to recommend {{feature_name}} to a colleague? Follow-up: 'What would make this feature better?' (free text).
Post-Milestone NPS
You've been with us for {{months}} months! On a scale of 0-10, how likely are you to recommend us? Detractors: Trigger manager alert. Promoters: Trigger referral program invite.
Post-Support CES
How easy was it to get your issue resolved? [1 - Very Difficult] [2] [3] [4] [5 - Very Easy]. If 1-3: 'What made it difficult?' → [Wait Time / Multiple Contacts / Unclear Instructions / Other].
Post-Checkout CES
How easy was it to complete your purchase? [1-5 scale]. If 1-3: 'What could we simplify?' → [Payment / Navigation / Account / Other]. If 4-5: 'Great! Any other feedback?'
Self-Service CES
How easy was it to find the answer you needed? [1-5 scale]. If 1-3: 'What were you looking for?' (free text) → Route to support. If 4-5: 'Glad our docs helped!'
Comprehensive Exit Survey
Q1: Overall satisfaction (1-5). Q2: Likelihood to recommend (0-10). Q3: What was the primary reason for your decision? [Pricing / Features / Support / Other]. Q4: Any additional feedback? (free text).
Quarterly Business Review Survey
Q1: How satisfied are you with the product? (1-5). Q2: How satisfied are you with support? (1-5). Q3: How likely are you to renew? (0-10). Q4: What's your top feature request? (free text).
How to Use
- 1
Open Survey Builder
Go to Surveys > New Survey in Lodgestory. Select 'Start from Template'.
- 2
Choose a Template
Select the survey template that matches your use case — CSAT, NPS, or CES.
- 3
Customise Questions
Edit question text, add your company name, and configure branching logic for different score ranges.
- 4
Set Triggers
Configure when the survey is sent — after ticket resolution, after purchase, on a schedule, or manually.
- 5
Choose Channels
Deploy the survey via WhatsApp, Email, SMS, or in-app. Each channel uses the appropriate format.
Tips for Best Results
- Send CSAT surveys within 1 hour of ticket resolution for the highest response rates
- Keep surveys to 1-3 questions — response rates drop 20% for each additional question
- Use WhatsApp for CSAT surveys — response rates are 3-5x higher than Email
- Follow up with detractors within 24 hours to recover the relationship
- Track CSAT trends over time, not individual scores — focus on the trajectory
Frequently Asked Questions
What's the difference between CSAT, NPS, and CES?
Which channels support surveys?
Can I automate survey triggers?
How are survey results tracked?
Can I follow up based on survey scores?
Start using these templates today
Included in every Lodgestory plan. Customise and send in minutes.