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CUSTOMER SATISFACTION SURVEY SOFTWARE

Measure and improve Customer Satisfaction with CSAT Surveys

Take feedback from customers in real-time with CSAT Surveys, track their Customer Satisfaction in-the-moment with real-time responses and powerful reports, identify unhappy customers, take action, and prevent them from churning.

Sign up now for free and start taking customer feedback in minutes!

  • Zonka Feedback G2 High Performer 2023
  • Zonka Feedback Best Est. ROI 2023
  • Zonka Feedback G2 High Performer Mid-Market 2023
  • Zonka Feedback Capterra Shortlist 2023
Measure and improve Customer Satisfaction with CSAT Surveys
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Gather quality Customer Feedback and build amazing Customer Experiences

Gain deeper insights into how satisfied your customers are while doing business with you or after an interaction with Zonka Feedback’s CSAT Survey Software.

Measure Customer Satisfaction at all touchpoints

Gauge Customer Satisfaction wherever your customers are — offline, on premises, on your website, in-app, through Email and SMS Surveys and more.

Identify at risk customers & win them back

Set up alerts for at-risk and unhappy customers. Get your team notified of miffed customers and strategize your business plan to win them back!

Measure satisfaction from everyone

Go beyond measuring Customer Satisfaction, measure satisfaction from employees, patients, visitors, audiences and more.

Prevent over-surveying your customers

Use Survey Throttling to send only one Customer Satisfaction Survey to customers within a defined period of time and ensure they don’t get survey fatigue.

MULTICHANNEL CUSTOMER SATISFACTION SOFTWARE

Measure Customer Satisfaction where your customers are

Distribute your CSAT Surveys and get customer satisfaction and feedback from customers in real-time, at all customer touchpoints

Website CSAT Surveys

Measure Customer Satisfaction from website visitors and in-app.

  • Microsurveys

    Display microsurveys with Customer Satisfaction Survey Questions in-app or on your website.

  • Feedback Button

    Add a Customer Satisfaction Feedback Button on the website, after a knowledge base article or in-app to get customer feedback.

  • Slide Outs

    Display your CSAT question as a slideout on your website or within an app to measure customer experience and satisfaction.

  • Pop-ups

    Trigger CSAT Surveys as pop-up on Website or within your app post an interaction or event by your customer.

  • Exit Surveys

    Using Exit Intent Surveys, measure customer satisfaction when the customer is about to leave your website.

  • Embed & Links

    Embed or Link CSAT Surveys anywhere on your website or within your app.

Website Survey - Customer Satisfaction

Survey App & Offline Surveys

On-premises is the right time to measure Customer Satisfaction.

  • iOS Surveys

    Set up Customer Satisfaction Surveys on iPads and iPhones.

  • Android Surveys

    Measure Customer Satisfaction on-premises using Android Smartphones and Tablets.

  • Kiosk Feedback

    Turn touchscreen tablets (Android and iOS) to Kiosk Feedback Devices and measure Customer Satisfaction unattended on-premises.

  • Offline Surveys

    At a location with patchy Internet? No problem! Continue taking feedback without WiFi in offline mode. Responses sync automatically.

iPad Kiosk CSAT Patient Satisfaction

Email Surveys

Measure Customer Satisfaction with Email Surveys.

  • Email Survey Invitations

    Insert Customer Satisfaction Surveys with links and buttons in your Emails.

  • Embedded Email Surveys

    Insert a Customer Satisfaction Survey Question within your Email body and increase Email Survey Response Rate.

  • In-Signature Email Surveys

    Add CSAT Survey Question in the email signature to allow customers to give feedback with every email.

  • Scheduled Email Surveys

    Looking at sending email surveys at a later date and time? Schedule Customer Satisfaction Surveys.

  • CSAT Email Survey Triggers via Integration

    Trigger Customer Satisfaction Surveys using integrations with CRMs, Help Desks, eCommerce Websites and more.

CSAT Email Survey

SMS Surveys

Send CSAT Surveys with SMS and Text Messages.

  • One-click SMS Text Surveys

    Trigger SMSes with Custom Messages and CSAT Survey link to customers to measure their experience and satisfaction.

  • SMS Surveys with Integrations

    Trigger CSAT Surveys after an order is placed or delivered, a ticket is closed, an issue is resolved, event has concluded, onboarding has been completed, or more by connecting SMS Survey Tool to your eCommerce Website, Help Desk, CRM, POS or any other tool.

CSAT SMS Surveys

Mobile Surveys

Run CSAT surveys on-the-go, on mobile devices.

  • In-App Surveys

    Measure satisfaction for new features, product usage, customer support and more by embedding customer satisfaction micro-surveys within your app.

  • Responsive Mobile Surveys

    Build beautiful, mobile responsive CSAT surveys with Zonka Feedback that work seamlessly on all devices and screens.

  • Offline Surveys

    Take on-the-go feedback with the Offline CSAT Survey App.

  • QR Code

    Allow customers to scan QR Code to access CSAT Survey on their mobile browsers and give customer feedback on-the-go.

CSAT Mobile Surveys

Intercom

Measure Customer Satisfaction from Intercom Customers

  • Intercom Messenger Surveys

    Add Survey to Intercom Messenger and get customer feedback on website and in-app.

  • Intercom Conversation Surveys

    Allow Customer Success Agents to trigger Surveys in Intercom Conversations to gauge feedback.

  • Email Surveys

    Send automated Intercom Email Surveys based on workflows.

  • Survey Workflow in Custom Bots

    Add Zonka Feedback Forms & Surveys to an Intercom bot workflow

  • Intercom Post Surveys

    Embed Survey Questions or Feedback Button directly in Intercom Posts.

intercom

Integrations & APIs

Trigger Surveys using Native Integrations, Zapier and APIs

  • Helpdesks

    Trigger surveys after ticket is updated, closed or open new tickets with tools like Intercom, Zendesk, Freshdesk, Help Scout, and more.

  • CRMs & Marketing Automation

    Send surveys to leads and customers by connecting Zonka Feedback to your CRM like HubSpot, Salesforce, Pipedrive and more.

  • Trigger Email Surveys via APIs

    Use APIs to connect to your tools and automate sending Email Surveys based on events and triggers.

  • Trigger SMS Surveys via APIs

    Send SMS Surveys to customers based on events and triggers in tools you use with APIs.

  • Connect Apps with Zapier

    Connect to more than 3,000+ apps and automate workflows with Zapier.

integration
Survey-Builder-Zonka-Feedback

CREATE YOUR CSAT SURVEYS

Build and Customize your CSAT Surveys in minutes

  • edit-newWYSIWYG Survey Builder

    Design your Customer Satisfaction Surveys with a no-code Survey Builder within minutes.

  • bar-chart-2Customize your CSAT Questions

    Completely customize your CSAT Questions with icons, buttons to get customer feedback.

  • code-new Add Additional Follow Up Questions

    With logic-based follow up questions in your CSAT Surveys, identify key drivers and reasons for customer feedback.

  • code-new Variables & Pre-Filled Data

    Use Variables to pass data in CSAT Surveys, and pre-fill survey fields.

CSAT SURVEY QUESTION STYLES

Choose from different styles of your CSAT Survey Questions

CSAT Smiley Face Survey

Smiley Face Smileys use emojis to measure customer satisfaction and likeliness of your company, brand, product or services. Customers can choose from 5 Smiley faces with very dissatisfied and very satisfied emotions.

CSAT Smiley Rating Survey Question

5 Star Rating Survey

In a 5 Star Rating Survey Questions, customers can choose from a 5 stars to share their satisfaction where one star depicts dissatisfaction and five stars depict very satisfaction.

CSAT Stars Rating Survey Question

Hearts Rating Survey

Take feedback from customers and gauge their satisfaction using 5 Hearts Rating Survey Question.

CSAT Hearts Rating Survey Question

Colored Circle Rating

While gauging satisfaction from customers, use colored circle rating question where red circle depicts dissatisfaction with weight 1 and green circle depicts satisfaction with weight 5.

CSAT Circle Rating Survey Question

CSAT Button Question

Using the CSAT Button question, you can gauge customer satisfaction. The button labels can be changed to create 1-5 Rating Scale Question or any other like Very Dissatisfied to Very Satisfied.

CSAT Button Rating Question

Likert Rating Scale Question

Likert Rating Scale provides five possible answers from negative to positive to measure satisfaction on various parameters or statements.

CSAT Likert Scale Question

Picture Rating Survey Question

A picture rating survey question is a 5-scale question from rating 1 to 5 where images and option labels can be added and customized.

CSAT Picture Rating Qustion

CSAT FOLLOW UP QUESTIONS

Identify Key Drivers for the Customer Satisfaction Score

Add logic-based follow up questions in your CSAT Surveys to know the reasons and key factors that affect your Customer Satisfaction Score.

 

Let your customers share the reason for their CSAT Score in their own words, with open-ended Follow Up Questions like Comment Boxes or add choice-based questions for Dissatisfied, Neutral and Satisfied Surveys.  

CSAT Survey
survey-trigger-111

SURVEY TRIGGERS

Send your CSAT Survey at the right time

Reach your customers at all touchpoints, at the right time to gauge their loyalty.

  • edit-newSchedule CSAT Surveys

    Schedule your CSAT Surveys from within the platform to automatically send the survey at a specific date or time.

  • bar-chart-2Trigger CSAT post an event

    Integrate with other tools to send CSAT Survey post an event like closing a ticket, making a purchase and more.

  • code-new Automate CSAT Surveys on Website & in-App

    Set up automation to display your CSAT Survey to customers on your website or in-app when an event occurs.

WORKFLOW AUTOMATION

Set up and automate CSAT Survey-based workflows and actions

  • edit-newDesign your Workflow

    With a simple workflow designer, create filters and actions based on your CSAT Surveys.

  • bar-chart-2Set up Alerts & Actions for customers and team

    Set up alerts for the team for high effort, trigger automated emails to customers, add tasks for the team for quick issue resolution.

  • code-new Update Contacts based on Customer Satisfaction Score

    Add Contacts to list, unsubscribe them or send them another Survey based on their score.

workflow

SURVEY REPORTS

Reporting

Gain amazing insights with Zonka Feedback’s Real-time Feedback Reports.

Snapshot Report Snapshot Report

This is an Overview Report to get a quick summary and analysis of Responses, CX Metrics and Survey Channels.

snapshot_report
Response Insights Response Insights

Get Insights and Analysis of all Survey Responses and CX Metrics (NPS, CES and CSAT)

response_insight
Location Insights Location Insights

Have multiple locations? Analyze and compare their performance and scores.

location_insight
Team Performance Report Team Performance Report

With this get analysis and comparison of team member performance on each question and metrics.

team_performance_report
Response Inbox Response Inbox

View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report.

response_inbox
Trends Report Trends Report

View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report.

trends_report
Text Analytics Text Analytics

Make meaning of open-ended responses, comment boxes and unstructured text data in Text Analytics report.

text_analytics
snapshot_report response_insight location_insight team_performance_report response_inbox trends_report text_analytics

VIEW RESPONSES

Unified Response Inbox

With a real-time Response Inbox, see responses as soon as they come, from wherever you are. Add tags, notes and tasks to take action and close the feedback loop.

response_inbox

View Response Inbox View Response Inbox

View all feedback and responses in a Collaborative Response Inbox.

Filter ResponsesFilter Responses

Use Date, Response Choices, Contact Attributes, Variables to filter.

Tag ResponsesTag Responses

Add Tags to responses. Flag them or mark them as urgent.

Add Tasks & ActionsAdd Tasks & Actions

Create tasks for team, take action and close the feedback loop.

Segment by NPS, CES, & CSATSegment by NPS, CES & CSAT

View CX Scores (NPS, CES and CSAT) and filter by metrics-based segments. 

Manage ContactsManage Contacts

See Contacts with Responses & Attributes. Track Contact Activity.

INTEGRATIONS

Integrate with your existing tools

Connect your favorite tools for a seamless feedback management.

  • refresh-cw-newSync Data 

    Sync data to apps and tools.. Map survey fields to fields in your CRMs, Customer Support Tools, Marketing Automation Software.

  • mail-newAutomatic Email Triggers 

    Trigger automatic survey campaigns and actions for events like New Contact Added, Ticket Closed or Solved, New Order placed.

  • share-2-newDeep Integrations

    Use Native Integrations with Intercom, HubSpot, Zendesk, Salesforce, & more. Build your own using APIs & Webhooks.

Know more about Integrations 
  • zendesk
  • intercom
  • hubspot
  • salesforce
  • webex
  • slack
  • active_campaign
  • front
  • helpscout
  • pipedrive
  • airtable
  • mailchimp
  • google_sheets
  • freshdesk
  • zapier
  • webhooks

CSAT Survey Tool Frequently Asked Questions (FAQs)

What is a CSAT Survey?

A Customer Satisfaction Survey or CSAT survey, is a tool used by businesses to collect customer feedback and measure the level of satisfaction of their customers with their products, services, or overall experience. The primary motive of a CSAT survey is to make sure that you gather Customer Feedback and assess Customer Experience to know how well your company is meeting the customer expectations and needs.

What is the objective of CSAT survey?

The primary objective of a CSAT survey, a customer survey tool, is to collect customer satisfaction data by gathering feedback from customers. This Customer Surveys data is crucial for assessing the level of customer satisfaction and identifying areas where improvements are needed. By analyzing CSAT survey responses, businesses can make data-driven decisions to enhance their products and services, ultimately leading to improved customer satisfaction and loyalty.

What is a good CSAT score?

A good CSAT score may vary depending on various factors, including industry, company's goals, customer expectations, and so on. Customer Satisfaction scores generally range from 1 to 5, with higher scores indicating better customer satisfaction. Here's a simple way to interpret CSAT scores:

  1. 4 to 5: This range is considered excellent, indicating high customer satisfaction. It suggests that the majority of customers are extremely satisfied with your product or service.
  2. 3: This score is considered average and indicates that a significant portion of customers are satisfied but there's a room for improvement to reach higher levels of satisfaction.
  3. 1 to 2: This range is considered poor, indicating low satisfaction, and calls for immediate action to make sure you convert them into satisfied customers and prevent churn.
How do you create a Customer Satisfaction Survey?

To create CSAT surveys, you can sign up with easy-to-use Zonka Feedback Customer Feedback and Survey Software and simply design your Customer Satisfaction Survey question (or choose from pre-built survey templates), set up distribution channels (email, SMS, web, etc.), and schedule the surveys to be sent to your target market and improve customer experience and satisfaction. Ensure a user-friendly and accessible survey format by measuring Customer Satisfaction with our CSAT software.

How much does the Zonka Feedback CSAT Survey Software cost?

You can get started with Zonka Feedback Survey Software with a 7-day free trial. To know about the plans, you can explore out our pricing page.

How can I track my CSAT score?

Zonka Feedback Survey Software's feedback capabilities include a Unified Response Inbox that serves as a central feedback hub where you can track your CSAT feedback score in real-time and get actionable insights to understand Customer Sentiment throughout Customer Journey. With valuable insights at your finger tips, you can take immediate action and close the feedback loop to improve Customer Satisfaction and enhance customer loyalty.

What CSAT Reports and Analytics does Zonka Feedback Offer?
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Zonka Feedback offers you advance reporting capabilities to easily view, track, and analyse your survey responses and customer data. Here are a few types of reporting features you get with our Customer Satisfaction Survey Software to collect actionable feedback:

  1. Snapshot Report - Overview report to get quick summary and analysis of Customer Insights.

  2. Response insights - Get insights and analysis of all survey responses and CX metrics (NPS, CES, and CSAT).

  3. Location Insights - Analyse and compare performance and scores based on locations.

  4. Team Performance Report - This allows you to get analysis and comparison of team member performance on each question and metrics.

  5. Response Inbox - See all your feedback and survey responses in real-time with option to apply filters.

  6. Trends Report - View and analyse how survey responses and metrics have changed over time.

  7. Text Analytics - Make meaning of open-minded responses, comment boxes, and unstructured text data.

Can I display Customer Satisfaction Surveys on my website?

Yes, Zonka Feedback's survey distribution opportunities comes with key features that enable you to display Customer Satisfaction Surveys on your website throughout customer journey. You can also choose how to send Likert scale surveys and feedback forms to the customer base as the platform offers multiple survey widgets to choose from, depending on your need and survey requirement. With our Customer Satisfaction Software, you can get started with online surveys, mobile surveys, and so on. Here are a few types of Survey Widgets you can use to collect CSAT feedback.

  1. Website Popup Survey - These online surveys appears on the website inside a pop-up and can be targeted towards a specific set of visitors based on interaction for example, a post-purchase pop-up survey.
  2. Website Feedback Button Survey - This type of survey encourages feedback from the website visitors since the visitors usually click on it only when they have valuable feedback to share.
  3. Slide Up and Bottom Bar Survey - A Slide Up survey appears from the bottom of the web page as an overlay. They can be set to appear based on user activity or time. Similarly, a Bottom Bar Survey is a button placed on the bottom right or left side of your webpage. These are great for collecting feedback on Website Content, Design, Product Quality, Shopping Experience, and more.
  4. Embed and Link Survey - Embed  Surveys and feedback forms can be directly added to your website. A good example of this would be a simple rating scale survey at the end of an article or a blog, asking the readers to rate the informativeness of the content. Similarly, Link Surveys can also be added anywhere among the website content allowing visitors to click on the link and take relevant survey.
  5. Exit Intent Survey - Exit intent are a type of pop-up survey that get triggered when the visitor is trying to leave the website. You can ask them for their reason for abandoning their search or purchase.
Can I ask different follow-up questions to customers based on their CSAT score?

Yes, you can ask different follow-up questions to the customers based on the Customer Satisfaction Survey score. The platform allows you to add logic-based open-ended questions for both happy and unhappy customers. For Unsatisfied Customers, you can add open-ended question asking for ways to make improvements or their reason for the score and for happy customers, you can ask them for possible suggestions to improve your services or follow-up with Net Promoter Score survey to find opportunities to get Customer testimonials on aggregator platforms and social media.  

What types of tools can I integrate with Zonka Feedback to trigger CSAT Surveys?

You can integrate CSAT Survey Tool with CRMs, Help Desk, Marketing Tools, and other Customer Service tools including HubSpot, Zendesk, Freshdesk, Make, HelpScout, Pipedrive, Mailchimp, Salesforce, WebEx, Slack, and more to send periodic satisfaction surveys to your customers via email, SMS, website, in-product, and so on, and sync feedback into your tool in real-time.

You can also integrate CSAT Survey Software with Zapier or Make as well as build your own custom integrations with APIs and Webhooks. Zonka Feedback helps in building integrations as well depending on your plan.

Can I use my existing HelpDesk and CRM to trigger CSAT surveys?

Yes, you can use your existing Help Desks and CRMs to send CSAT surveys with our CSAT Customer Survey Software. Zonka Feedback allows integrations with your existing tools for seamless customer experience management. It also enables creation of custom integrations using APIs and Webhooks.

Is it possible to set alerts and notification for my team for dissatisfied CSAT respondents?

Zonka Feedback is among the best Customer Satisfaction survey tool that allows you to automate Customer Feedback Management with real-time alerts and notifications. You can easily set up alerts for low CSAT feedback and get instant notification. This way, you can equip your team with data for faster action for unhappy customers, improve customer retention, close the feedback loop faster and boost business performance.

What are some of the alternatives to traditional CSAT scale?

Zonka Feedback Customer Satisfaction Software offers you multiple alternatives for CSAT questions in its survey templates to embed in your customer surveys.

  1. Smiley Rating
  2. 5-Star Rating
  3. Hearts Rating
  4. Circle Rating
  5. CSAT Button
  6. CSAT Likert Scale
  7. Picture Rating
Can I view Customer Satisfaction Survey responses in my Customer Service Tools?

Yes, you can easily sync back data from Zonka Feedback's CSAT surveys back to your Help Desk to give your team transparency into user satisfaction. Our software solution makes it easy for you to connect your Customer Service tools like Zendesk, Freshdesk, Intercom, etc., so you can trigger surveys. and response-based actions throughout customer journey.

So, once you send surveys to your customers, you can sync back the data to your Customer Service tools and view them in Contact Attributes.

Can I embed CSAT question in Email Surveys?

Yes, you can embed an CSAT question in your Email Survey. You can either embed in the survey body, in-signature, trigger via integrations and more within a few minutes.

Where can I use CSAT Surveys?

You can use CSAT surveys in various contexts and industries to gather feedback and measure customer satisfaction. Here are some common areas where CSAT surveys can be employed:

  1. E-commerce and Retail: Use CSAT surveys to evaluate customer satisfaction with online shopping experiences, product quality, shipping, and customer support.
  2. Customer Support: Assess the quality of customer service by sending CSAT surveys after interactions with your support team, whether through phone, email, live chat, or in-person.
  3. Software and Apps: Collect feedback from users to gauge their satisfaction with software applications, mobile apps, or digital platforms.
  4. Hospitality and Travel: Measure guest satisfaction in hotels, restaurants, airlines, and travel services to identify areas for improvement.
  5. Healthcare: Assess patient satisfaction in healthcare settings, such as hospitals, clinics, and doctor's offices, to enhance the quality of care and services.
  6. Education: Use CSAT surveys to evaluate student satisfaction in educational institutions, from K-12 schools to colleges and universities.
  7. Financial Services: Gather feedback from banking and financial services customers to ensure a positive experience with services like banking, loans, and investment products.
  8. Automotive Industry: Measure customer satisfaction with car dealerships, auto repair services, and vehicle purchases.
  9. Restaurant and Food Services: Use CSAT surveys to gauge diners' satisfaction with restaurant experiences, food quality, and service.
  10. Employee Satisfaction: While not strictly for customers, CSAT-like surveys can also be used to gauge employee satisfaction and engagement within organizations.

In essence, CSAT surveys can be applied in almost any situation where you want to understand and enhance the satisfaction of your customers, clients, or users. They provide valuable data for making improvements and delivering a better experience.

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