Customer satisfaction (CSAT) survey form

What it solves & why businesses use it

Customer satisfaction form should be asked while the experience is still fresh, ensuring the most accurate responses. CSAT helps businesses quantify customer satisfaction at key moments. It answers:

• How satisfied are customers with their recent purchase, service, or interaction?


• What areas need improvement?

When & how to use it

Customer feedback survey form works best to measure customer satisfaction at a specific touchpoint right after a customer completes an interaction:

• Post-purchase — to measure shopping experience satisfaction.


• After product or service usage — to measure customer satisfaction tied to ongoing experience.


• Post-support interaction — to capture immediate feedback on customer service chat, email, or call.


• Website engagement — to measure satisfaction after completing an action (e.g., reading an article, using a tool, or signing up).

How it looks

A CSAT form is usually short and simple, asking customers to rate their satisfaction on a scale, often with:

• Emoji ratings (😠 😐 🙂 😍)


• Number scale (1-5, 1-7, or 1-10)


• Simple multiple-choice ("How satisfied are you?" Very Satisfied → Very Dissatisfied)

Some versions allow open-ended follow-ups, giving users the option to explain their rating for deeper insights.

How CSAT is analyzed

The CSAT score is calculated as:

👉 (Total positive responses / Total responses) × 100

This provides a percentage representing customer satisfaction. For example, if 80 out of 100 responses are positive, the CSAT score is 80% satisfaction.

Businesses typically

• Monitor trends over time to identify seasonal or operational shifts.


• Segment responses by purchase type, customer tier, or location for deeper insights.


• Compare CSAT before and after process changes to measure impact.

How to set it up

Here’s how you can set up a customer satisfaction widget on your website using Claspo.

Step 1: Create a new campaign

Pick one of our pre-made CSAT widget templates for a fast setup. Since all templates can be customized, you'll save time by choosing a ready-to-use design.

Step 2: Customize

Use the drag-and-drop builder to personalize your survey. You can adjust the fonts and colors to match your brand. To change the text, simply double-click on the text field to start editing. You can also change the satisfaction measurement method by clicking on the rating element.

Make sure to change the copy in the different widget states and set the action that should occur when the button is clicked in each state.

Once you’re done with the design, click Widget Preview (at the top right) to check how the CSAT feedback form looks on both desktop and mobile. Make any necessary adjustments.

Step 3: Set triggering

Set the right time and place for your CSAT widget. Trigger it after the purchase, ideally when the customer is about to leave the page, to make sure every customer gets surveyed.

Set the widget to trigger only on the post-purchase or order confirmation page. Specify the URL in the On Pages section.

Set up additional rules like device and location targeting as you see fit.

Step 4: Connect with your marketing tools

Connect Claspo to your ESP or CRM platforms to track responses and take action, or use Zapier to automate response categorization and trigger follow-up emails or customer support tickets.

Step 5: Save and publish

When you're all set, hit Done to save your CSAT survey and publish it to make it active.