Customer Satisfaction

Hear first-hand about the interactions your customers have with your products or services

What Is It?

Customer satisfaction research (CSAT) helps you better understand your customers and their expectations. Measuring their satisfaction can inform you of what they like and, more importantly, what could be driving overall dissatisfaction.

Are you satisfied with the product?
A black man with a beard conducting customer satisfaction research and making a gesture with his hands.

Why Use It?

Frustrated by a lack of in-depth learning that quant-only customer satisfaction testing provides
Concerned current feedback from customers isn’t actionable or authentic

How to Leverage It


Objective Setting

Setting objectives will dictate what you ask your customers. You’ll want to think through:

  • What’s driving the need for this research, and what decisions will be made from it?

  • What are 2-3 questions you need answers to?

  • How are you measuring success?

A reliable man and a stressed woman are working together on customer satisfaction research. Despite the challenges they face, their determination to find solutions brings them happiness in their work.
A group of people with glasses participating in customer satisfaction research, with a man wearing a smile on his face.

Determine Audience

Determine who the ideal customer target will be. More than likely you’ll want a range of loyal customers and infrequent users. You can either use our community, or tap into your own database of users.


Curate Questions

CSAT surveys are typically short You can ask consumers to provide a 0-10 satisfaction rating on their most recent experience, and then explain why they gave that rating, what they liked most, and what could have been done to improve their experience

A man and a woman engaged in customer satisfaction research, with speech bubbles on their faces.
How would you improve our service?
How likely are you to recommend us and why?
What sets us apart from competitors?

Share Results

Now it’s time to get the word out to cross-functional teams on how customers are reacting, including what’s working well, and where there are opportunities for improvement

Pro tip: Have customers follow up their NPS answer with a video qual response to explain what drove their rating
What’s a question you’d like to ask consumers?