Survicate lets you use rating questions with many different looks and compare overall Satisfaction results in a selected time frame.

Question types that allow for measuring the CSAT score are:

  • Smiley scale;

  • Rating scale.

In this article, you'll learn how to customize your rating questions, run an omnichannel CSAT survey, and how to analyze the satisfaction score.

Table of contents:

  1. Customize and analyze Rating scale question

  2. Customize and analyze Smiley scale question

  3. Run an omnichannel CSAT survey

  4. How is the score calculated?

  5. Troubleshooting

  6. Best practices

Customize and analyze Rating scale question

You can adjust the text, design, and range of your Rating scale question to fit your brand and research purpose.

You can use 2 - 10 point scales in rating questions presented by hearts, thumbs, stars icons, or numerical values.

If you need more personalized answer choices, you can use adjustable text messages as a sancale style. Choose Classic CSAT - text buttons and edit the Scale labels.

πŸ“Œ This option is available for a 5-point scale only.

If you choose Shapes as your Scale style, you can decide on what shape you want your respondents to click on in the Rating scale's Settings tab:

Here, you can also decide if you want to show the Submit button and what you wish the text on the very left and right to read.

If you choose Numerical as your Scale style, the modifications allow for changing the Text of the very left, Text on the very right, the range between 2 and 10, as well as choosing to show the Submit button or not.


❗️A Rating scale question is not available in Intercom Messenger surveys and Mobile surveys.

The results of a Rating scale will be presented both as a graph and as a breakdown of what percentage of all responses was provided for each answer choice. You'll also see how many responses your question collected over time.

Customize and analyze Smiley scale question

With the Smiley scale, you can measure satisfaction on a three or 5-point scale.

In the Settings tab of your Smiley scale question, you'll find the options to change the Text of the very left, Text on the very right, select the Number of answers, and choose if you want to show the Submit button.

❗️A Smiley scale question is not available in Intercom messenger surveys.

The results of a Smiley scale will be presented as a graph and as a breakdown of what percentage of all responses was provided for each answer choice. You'll also see how many responses your question collected over time.

Run an omnichannel CSAT survey

Both Rating scale & Smiley scale questions are available for Email or Shareable link and Website or in-product surveys so that you can measure customer satisfaction via multiple channels. You'll be able to engage more respondents by letting them complete the survey in the most suitable time and way.

If you want to measure satisfaction score inside your mobile application, use the Smiley scale question, so we can provide you with a calculated CSAT score.

How is the score calculated?

Survicate automatically calculates your CSAT and you can see it updated after each new survey response in the Analyze tab of your survey. You'll see each answer option's percentage of votes and the CSAT score.

The formula for the total score is:

Satisfied customers are marked on your graph as green.

For example, let's calculate the score for the below Rating scale question.

Satisfied customers = 20% who answered '5' and 20% who answered '7'

CSAT = 40%

πŸš€ Ready for new ideas to improve your product? Start with CSAT survey right now or learn more about Customer Satisfaction from our blog post.

Troubleshooting

Can I customize the emojis in my Smiley scale question?

It's not possible to adjust the smiley faces. If you want to customize the emojis, feel free to use single-choice answer questions and paste the emojis in the applicable fields.

Can I add a comment field to the answer choices in a Rating scale or Smiley scale question?

It's not possible to add a comment field to a Rating scale or a Smiley scale question at the moment. As a workaround, you can add an Open-text question as a follow-up to the Rating or Smiley scale to ask the respondent for additional feedback.

Best practices

Ask a follow-up open-text question to unsatisfied customers

To get the most out of your surveys, try adding a text box as a follow-up question, so you can analyze the score thoroughly and learn what works best for your customers. With logic settings you can phrase the questions accordingly to the score you received.

Filter responses to compare how a group of respondents with common characterics rate your product

Use advanced results filtering to track your results over time and implement your users' ideas to prevent churn, improve your product and learn what you're doing best among your competitors.

Enable recurring website surveys

To collect insight regularly, you can use the automatically recurring surveys feature. Set up your survey to be displayed daily, monthly or quarterly on your website or in your mobile app.

πŸ’‘For more tips and best practices on how to run a CSAT survey, check out a comprehensive guide from the Survicate team.

πŸ“ž If you have any questions about analyzing the CSAT score - feel free to reach out to our team via chat or e-mail: support@survicate.com

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