Measure and improve customer satisfaction with CSAT surveys

Craft better experiences for your customers with customer satisfaction software. Create and send customizable Customer Satisfaction (CSAT) surveys, watch insightful feedback roll into your real-time CSAT dashboard, calculate your CSAT score, and close the loop, all with Delighted.

CSAT email survey example

Get higher CSAT survey response rates for the quality feedback you need

Hear from more of your customers and gain deeper insights from their feedback, giving you the power to craft better experiences for them.

STEP ONE

Create and send CSAT surveys

Our CSAT survey experience is designed to be quick and easy for you and your customers. Distribute your CSAT survey across multiple channels and devices, and in over 37 languages.

Customize branded CSAT surveys for each touchpoint

Add your logo and customize colors to create a branded survey page for any stage of the customer journey — all in Delighted. Ask about the sales, product, onboarding, and support experience to set benchmarks and improve. The 5-point scale allows for just enough nuance so you can see how much each change shifts your scores.

CSAT survey example
CSAT follow up

Ask for detailed feedback on their CSAT rating

While the rating sets a benchmark, the open-ended follow-up gets at why customers chose that score. Want to understand if response time, agent knowledge, or resolution quality impacted the score the most? Ask up to 10 Additional Questions powered by conditional logic to zero in on the key satisfaction drivers behind the experience.

Deliver the CSAT survey at the right time and place

Trigger surveys with the Delighted API for in-the-moment feedback, or schedule routine sends with Autopilot. Customers respond directly in the email, SMS text, or web app for high response rates. Embed link surveys in email signatures, or generate scannable QR code surveys to print on receipts.

CSAT survey multi-platform
CSAT survey thank you

Personalize the Thank You page by rating

The Thank You page counts as one-third of your survey — it’s valuable real estate. Keep customers engaged with a personalized message based on the rating score, so happy customers can help you spread the word and unsatisfied customers can get in touch with customer support.

STEP TWO

Measure and report on CSAT survey results with a deceptively simple CSAT dashboard

Visualize and segment Customer Satisfaction (CSAT) feedback for at-a-glance reporting and analysis. Your real-time CSAT dashboard is your go-to hub for customer sentiment.

  • See all of your CSAT feedback in your customers’ own words — in real time.
  • Create CSAT leaderboards to track agent performance and escalate training as necessary.
  • Segment the responses with keyword searches or properties you associate to the customer.
  • Compare CSAT survey responses across product lines, business units, locations, and more.
Csat feedback dashboard

Calculate, benchmark, and track CSAT scores

CSAT reporting
CSAT analyze feedback

Analyze CSAT feedback and uncover actionable insights

  • Summarize and compare all your CSAT survey results by Trends, sentiment, and more with the Pivot Table Report.
  • Surface commonly used keywords in the open-ended feedback to uncover valuable insights and patterns that can be difficult to spot.

Track CSAT survey performance and improve response rates

  • Monitor how each of your CSAT survey distribution channels performs (email, web, SMS, link).
  • Figure out which channels you may need to optimize further to increase your survey response rates.
Track CSAT survey response
CSAT survey smart trends

Discover CSAT themes to monitor with Smart Trends

  • Keywords and Trends are automatically suggested based on your verbatim CSAT feedback through Delighted’s Smart Trends built-in AI capability.
  • Let Smart Trends surface key understandings on your behalf to free up time for action-planning at scale.
STEP THREE

Improve customer satisfaction and close the loop on CSAT survey insights

Collecting CSAT feedback is just the beginning. Channel feedback to team members who can make a difference, and create a customer-centric organization that consistently closes the loop.

Connect to the tools and workflows you already use

Follow up on CSAT feedback using your own help desk. Delighted integrates seamlessly with Zendesk, Desk, and Help Scout, to name a few. With direct integrations with 750+ tools and the robust Delighted API, you’ll be able to discuss feedback in Slack, trigger surveys from Stripe, sync feedback to Salesforce, and more.

CSAT survey tools
CSAT survey close the loop

Empower your team with awareness and insights

Get your entire team involved with improving customer experiences with email digests and smart Alerts. Product teams can see how new features are being received. Engineering teams can watch for bug reports. Marketing teams can monitor chatter about competitors.

Boost conversions with Delighted Testimonials

Publish compelling customer comments anywhere on your site with our Testimonials widget. Request permission to share the feedback publicly and configure the widget to match your brand without extra design or development resources.

CSAT survey testimonials

You don’t have to take our word for it

Delighted helps some of the world’s most coveted brands gather actionable feedback from their customers.

“Everyone at Bonobos needs a direct line to customers for feedback. I know that due to Delighted, we avoided disaster.”

“Every time we open up Delighted we find a new way to improve, which at the end of the day is why we are doing this.”

“You need users’ thoughtful, raw feedback to correct and improve experiences for all customers in the future.”

Start your CSAT program now for free

Explore Delighted with a free account and create a CSAT survey in minutes. No technical experience needed. No credit card required.