What's the difference between CSAT and NPS?

CSAT measures satisfaction with one specific interaction; NPS measures overall loyalty to the whole relationship. Send this right after a support ticket or purchase, not as a quarterly check-in.

Why ask an ease-of-experience question alongside satisfaction?

Satisfaction tells you the outcome; effort tells you the friction. A 'satisfied but difficult' pattern across responses is a process worth fixing even when the star rating looks fine.

Should the reason-for-rating question be required?

Yes — a score with no reason is a metric you can chart but can't act on, and the fastest way to lose the 'why' is to make it skippable.

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Customer Satisfaction Survey (CSAT)

Free CSAT survey template. Measure customer satisfaction with a 5-point rating, an ease-of-experience question, and a follow-up on the reason for the score.

csatcustomer satisfactionsurveysupport feedbackrating

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Free to use. No credit card required.

Fields included

*
Overall, how satisfied were you?
Star rating• Required
o
How easy was it to get what you needed?
Single choice• Required
=
What's the main reason for your rating?
Long text• Required
o
May we contact you about this?
Single choice• Required
@
Email (only if we may contact you)
Email address

Try this form live

This is the exact experience your respondents get — one question at a time, with the AI adapting each question to your answers and validating them as you go. Clone it to add your branding, logic, and response analytics.

Why each question earns its place

Overall, how satisfied were you?: Comes first, one tap — the anchor rating everything else explains.
How easy was it to get what you needed?: Effort, not satisfaction — the two diverge often enough that both are worth asking separately.
What's the main reason for your rating?: Required on purpose — the reason is what you act on, the score is just what you chart.
May we contact you about this?: Explicit opt-in gates the email field — you only collect contact info from people who actually expect to hear back.

Best for

Customer feedback programs that need more detail than a rating alone.
Product teams collecting qualitative insight after launches.
Support teams looking for clearer issue context.

Why use this template

This template gives you a ready-to-edit conversational flow, so you can publish faster while still collecting the context a static form often misses. Start with the included fields, then adjust labels, required fields, and AI-powered follow-ups inside SiliForm.

Frequently asked questions

What's the difference between CSAT and NPS?: CSAT measures satisfaction with one specific interaction; NPS measures overall loyalty to the whole relationship. Send this right after a support ticket or purchase, not as a quarterly check-in.
Why ask an ease-of-experience question alongside satisfaction?: Satisfaction tells you the outcome; effort tells you the friction. A 'satisfied but difficult' pattern across responses is a process worth fixing even when the star rating looks fine.
Should the reason-for-rating question be required?: Yes — a score with no reason is a metric you can chart but can't act on, and the fastest way to lose the 'why' is to make it skippable.

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Customer Feedback Form NPS Survey Cancellation Survey