> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CSAT Surveys

> Measure customer satisfaction with CSAT surveys in HoopAI. Learn to create, distribute, and analyze satisfaction scores.

Customer Satisfaction Score (CSAT) measures how satisfied contacts are with a specific interaction, product, or service. Unlike NPS, which gauges long-term loyalty, CSAT captures immediate sentiment at a single point in time. HoopAI lets you build CSAT surveys, distribute them automatically, and trigger workflows based on satisfaction levels.

## What is CSAT?

CSAT asks a simple question: "How satisfied were you with \[experience]?" Respondents answer on a defined scale, and the score is calculated as a percentage.

**CSAT formula:** (Number of satisfied responses / Total responses) x 100 = CSAT %

<Note>
  "Satisfied" typically means the top two ratings on whatever scale you use. On a 5-point scale, that means ratings of 4 and 5. On a 3-point scale, it means the top rating only.
</Note>

## Question types and rating scales

<Tabs>
  <Tab title="Numeric scale (1-5)">
    The most common CSAT scale. Respondents rate from 1 (Very Dissatisfied) to 5 (Very Satisfied). Simple, familiar, and easy to analyze.

    | Rating | Meaning           |
    | ------ | ----------------- |
    | 5      | Very satisfied    |
    | 4      | Satisfied         |
    | 3      | Neutral           |
    | 2      | Dissatisfied      |
    | 1      | Very dissatisfied |
  </Tab>

  <Tab title="Emoji or icon scale">
    Replace numbers with visual icons (smiley faces, thumbs up/down, stars). This works well for mobile surveys and reduces cognitive load. Use the **Rating** field and select an icon set.
  </Tab>

  <Tab title="3-point scale">
    A simplified scale with three options: Positive, Neutral, Negative. Best for quick post-interaction check-ins where you want a fast answer.
  </Tab>

  <Tab title="7-point scale">
    Provides more granularity than a 5-point scale. Useful for research-oriented surveys where you need finer distinctions between satisfaction levels.
  </Tab>
</Tabs>

## Creating a CSAT survey

<Steps>
  <Step title="Open the survey builder">
    Navigate to **Sites > Surveys** and click **Create Survey**. Name the survey clearly (e.g., "Post-Service CSAT" or "Support Ticket Satisfaction").
  </Step>

  <Step title="Add the satisfaction question">
    On the first slide, add a **Rating** field. Set the number of steps to match your chosen scale (e.g., 5 for a 1-5 scale). Set the question text: "How satisfied were you with your experience?"
  </Step>

  <Step title="Add endpoint labels">
    Label the low end (e.g., "Very dissatisfied") and the high end (e.g., "Very satisfied") to anchor the scale.
  </Step>

  <Step title="Add an open-text follow-up">
    On a second slide, add a **Long Text** field asking "Is there anything we could have done better?" Mark this as optional to keep completion rates high.
  </Step>

  <Step title="Map to a custom field">
    Map the rating response to a custom contact field (e.g., "CSAT Score") so the value is saved on the contact record.
  </Step>

  <Step title="Configure submission settings">
    Set a thank-you message: "Thank you for your feedback! Your input helps us improve." Optionally redirect to a specific page after submission.
  </Step>

  <Step title="Save and publish">
    Click **Save**. Copy the survey URL or embed code for distribution.
  </Step>
</Steps>

## Distribution and timing

When you send a CSAT survey matters as much as the questions you ask.

<CardGroup cols={2}>
  <Card title="Post-purchase" icon="bag-shopping">
    Send 24 to 48 hours after a purchase while the experience is fresh.
  </Card>

  <Card title="After support" icon="headset">
    Trigger immediately after a support ticket is resolved or a conversation is marked complete.
  </Card>

  <Card title="Post-appointment" icon="calendar-check">
    Send within a few hours of an appointment or service delivery.
  </Card>

  <Card title="Periodic check-in" icon="clock">
    Schedule monthly or quarterly surveys for ongoing clients to track satisfaction trends.
  </Card>
</CardGroup>

<Tip>
  Embed the first question directly in the email body when possible. Contacts who can answer with a single click in the email are more likely to complete the survey than those who must click through to a separate page.
</Tip>

## Analyzing CSAT results

Navigate to **Sites > Surveys** and select your CSAT survey to view analytics:

* **Overall CSAT percentage** -- the proportion of respondents who gave a satisfied rating (top two on your scale)
* **Score distribution** -- see how responses spread across each rating level
* **Trends over time** -- track whether satisfaction is improving or declining week over week and month over month
* **Open-text responses** -- read qualitative feedback alongside the numeric scores
* **Response rate** -- the percentage of contacts who completed the survey versus those who received it
* **Drop-off analysis** -- per-slide abandonment data to identify friction

## Workflow automation triggers

Automate follow-up actions based on CSAT responses to close the feedback loop quickly.

<Steps>
  <Step title="Set up the trigger">
    Create a new workflow in **Automation > Workflows**. Use the **Form Submitted** trigger and select your CSAT survey.
  </Step>

  <Step title="Branch by satisfaction level">
    Add an **If/Else** condition checking the CSAT custom field:

    * **Satisfied (4-5):** Send a thank-you email, optionally request a review
    * **Neutral (3):** Send a follow-up asking what could be improved
    * **Dissatisfied (1-2):** Alert the account manager or team lead via internal notification for immediate outreach
  </Step>

  <Step title="Add tags for segmentation">
    Use the **Add Tag** action to tag contacts as "CSAT-High", "CSAT-Neutral", or "CSAT-Low". These tags enable targeted campaigns and smart lists.
  </Step>

  <Step title="Activate and monitor">
    Toggle the workflow to active. Check the workflow history periodically to ensure branches are firing correctly.
  </Step>
</Steps>

<Warning>
  Avoid sending CSAT surveys too frequently. Surveying the same contact more than once a month for the same type of interaction leads to survey fatigue and declining response rates.
</Warning>

## Best practices

<AccordionGroup>
  <Accordion title="Keep it short">
    The best CSAT surveys have one to three questions. Every additional question reduces completion rates. The rating question alone can be enough for tracking trends.
  </Accordion>

  <Accordion title="Be specific about what you are measuring">
    Instead of asking "How satisfied are you with our company?", ask about the specific interaction: "How satisfied were you with today's appointment?" Specificity produces actionable data.
  </Accordion>

  <Accordion title="Close the loop">
    Always follow up on low scores. Automated workflows ensure no dissatisfied contact falls through the cracks. A timely response to negative feedback can recover the relationship.
  </Accordion>

  <Accordion title="Benchmark internally">
    Compare CSAT across service types, team members, and time periods. Internal benchmarking is more useful than industry averages because it measures your own improvement.
  </Accordion>
</AccordionGroup>