CSAT survey software

Measure and improve customer satisfaction with CSAT surveys.

Customer satisfaction (CSAT) shows how happy customers are with a particular product, service or experience. CSAT surveys are built into Boast, so you understand how customers feel, improve their experience and reduce churn.

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Customer rating their satisfaction on a 1 to 5 scale in a Boast CSAT survey

What is CSAT?

A precise read on one part of your business

Customer satisfaction (CSAT) is a metric that conveys customer sentiment about a specific event, feature, product, service, change or interaction. CSAT surveys are highly effective at pinpointing strengths and weaknesses in specific areas of your business, such as customer support or product performance. CSAT is typically not the best tool for measuring overall sentiment about your organization; for general feelings and customer loyalty, we recommend NPS® surveys.

The CSAT survey. You can customize the survey to the part of the business you want to learn about, but it should be some variation of “How would you rate your overall satisfaction with [specific aspect of the business]?” CSAT is typically measured on a scale of 1 to 5, with 1 being “very unsatisfied” and 5 being “very satisfied.” After the rating, prompt customers with a follow-up question about why they gave the rating they did.

Calculating CSAT. After surveying your customers, group them by rating. Your CSAT score is the percentage of satisfied responses out of the total number of responses, giving you a score from 0 to 100.

Benefits

How businesses benefit from CSAT surveys

  • Know how customers feel about your products

    CSAT gives you a clear picture of product performance or service delivery. When customers share their experience, you learn how to adapt and improve.

  • Understand support experiences

    How your product delivers matters, but how you respond when issues arise can matter more. CSAT surveys show you where to improve your support process.

  • See why customers feel the way they do

    CSAT surveys pair a quantitative rating with a qualitative explanation of why customers are happy or dissatisfied, so you know what to change.

  • Track satisfaction over time

    Are your scores improving or declining? Using a standard CSAT survey consistently lets you track trends and catch issues before it's too late.

  • Benchmark against competitors

    Because the 1-5 CSAT question is a standard metric, you can compare your satisfaction ratings against others in your industry.

  • Reduce churn and grow

    The ultimate goal of CSAT is growth. When you know how satisfied customers are and why, you can take action that improves your bottom line.

The plan

Three steps to CSAT surveys that send themselves

Boast integrates with your existing tools to send survey requests at the right time, so you collect valuable data without even thinking about it.

  1. 1

    Ask

    Pick one of 18 proven templates, then send the request by email or SMS, share a link, or embed the form on your site. Boast follows up so you don't have to.

    See how requests work
  2. 2

    Record

    Customers tap the link and record from any phone or laptop. No app, no login. Guided prompts tell them what to talk about, so nobody freezes on camera.

    Meet Guided Prompts
  3. 3

    Share

    Approve with one click. Captions are burned in automatically and the testimonial appears on your website, social channels and ads.

    Explore display widgets
Start measuring CSAT

Why Boast for CSAT

An easy survey for customers and a clear report for you.

Boast gives customers an awesome experience from the initial request to the last question, so more of them respond. Then it turns their answers into reports you can act on.
  • Easy for customers: mobile-friendly surveys with no login, sent by email or SMS
  • Fits your process: trigger surveys from a closed ticket or purchase through Zapier, then set requests on autopilot with Sequences
  • Robust reporting: identify your best customers, those at risk of churning, and CSAT trends for particular issues
  • One feedback platform: CSAT plus NPS, CES, custom surveys and video testimonials
Compare with NPS software
Animated demo of building a CSAT survey in Boast

Video answers New

Let satisfied customers explain the “why” on camera.

Add a video question to your CSAT survey. When a customer rates you a 5, Guided Prompts walk them through what made the experience great, and Auto Captions burn in subtitles the moment you approve, so a satisfaction score becomes a testimonial you can publish.
  • Conditional logic shows the video question only to satisfied customers
  • Guided Prompts tell them exactly what to talk about
  • Captions are added automatically, ready for your site and socials
See video testimonials

Proof

Companies serious about customer feedback trust Boast

Real customers, recorded on their own devices and published with one click.

What it costs to wait

You can't fix an experience you never measured.

  • Problems that repeat

    Without a CSAT survey after each interaction, the same support or product issue frustrates customer after customer.

  • Churn with no warning

    Dissatisfied customers rarely tell you. They tell a competitor. A 1 or 2 rating is your chance to step in first.

  • Improvements you can't prove

    Without a trend line, you can't show that the change you made actually improved satisfaction.

  • Praise that goes to waste

    A 5-star rating with no follow-up is a testimonial you never collected.

FAQ

CSAT questions, answered

What is CSAT?
Customer satisfaction (CSAT) is a metric that shows how happy customers are with a specific event, feature, product, service, change or interaction. It's ideal for pinpointing strengths and weaknesses in one area of the business, like support or product performance.
What does a CSAT survey ask?
Some variation of “How would you rate your overall satisfaction with [specific aspect of the business]?” on a 1 to 5 scale, where 1 is “very unsatisfied” and 5 is “very satisfied,” followed by a question asking why they gave that rating.
How is a CSAT score calculated?
Group responses by rating, then calculate the percentage of satisfied responses out of the total number of responses. The result is a score from 0 to 100.
When should I use CSAT instead of NPS?
Use CSAT to measure sentiment about a specific interaction, feature or service. CSAT is typically not the best tool for overall sentiment about your business. For general feelings and loyalty, we recommend NPS surveys.
How does Boast send CSAT surveys?
Pick the CSAT template, then send by email, SMS, link or embedded form. Sequences trigger the survey automatically after a purchase or a closed support ticket through Zapier, with reminders if customers don't respond.
Can I benchmark my CSAT?
Yes. Because the 1-5 CSAT question is a standard metric, you can compare your satisfaction ratings against others in your industry and track your own trend over time.

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