Measure and improve customer satisfaction with CSAT software

Craft better experiences for your customers with customer satisfaction software. Create and send customizable Customer Satisfaction (CSAT) surveys, watch insightful feedback roll into your real-time CSAT dashboard, calculate your CSAT score, and close the loop, all with Delighted.

Get higher CSAT survey response rates for the quality feedback you need

Hear from more of your customers and gain deeper insights from their feedback, giving you the power to craft better experiences for them.

Create and send CSAT surveys

Our CSAT survey experience is designed to be quick and easy for you and your customers. Distribute your CSAT survey across multiple channels and devices, and in 30+ languages.

Customize branded CSAT surveys for each touchpoint

Add your logo and customize colors to create a branded survey page for any stage of the customer journey — all in Delighted. Gathering feedback on the sales, product, onboarding, and support experience helps to set benchmarks and improve. The 5-point scale allows for just enough nuance so you can see how much each change shifts your scores.

Ask for detailed feedback on their CSAT rating

While the rating sets a benchmark, the open-ended follow-up gets at why customers chose that score. Want to understand if response time, agent knowledge, or resolution quality impacted the score the most? Ask up to 10 Additional Questions powered by conditional logic to collect data on the key satisfaction drivers behind the experience.

Deliver the CSAT survey at the right time and place

Trigger online surveys with the Delighted API for real-time feedback, or schedule routine sends with Autopilot – minimal effort required. Customers respond directly in the email survey, or the web app for high response rates. Embed link surveys in email signatures, or generate scannable QR code surveys to print on receipts.

Personalize the Thank You page by rating

The Thank You page counts as one-third of your survey — it’s valuable real estate. Keep customers engaged with a personalized message based on the rating score, so happy customers can help you spread the word and unsatisfied customers can get in touch with customer support.

Alternatives to the traditional CSAT scale

Measure satisfaction at each point of customer interaction, big and small, with our visual customer satisfaction metrics:

Looking for more survey templates to improve the customer experience? Check out our popular Net Promoter Score and Customer Effort Score surveys.

Measure and report on CSAT survey results with a deceptively simple CSAT dashboard

Visualize and segment Customer Satisfaction (CSAT) feedback for at-a-glance reporting and analytics. Your real-time CSAT dashboard is your go-to hub for customer sentiment.

Calculate, benchmark, and track CSAT scores

Analyze CSAT feedback and uncover actionable insights

  • Summarize and compare all your CSAT survey results by Trends, sentiment, and more with the Pivot Table Report.
  • Surface commonly used keywords in the open-ended feedback to uncover valuable insights and patterns that can be difficult to spot.
  • Segment the responses with keyword searches or properties you associate to the customer.

Track CSAT survey performance and improve response rates

  • Monitor how each of your CSAT survey distribution channels performs (email, web, link).
  • Figure out which channels you may need to optimize further to increase your survey response rates.
  • See all of your CSAT feedback in your customers’ own words — in real time.
  • Create CSAT leaderboards to track agent performance and escalate training as necessary.

Discover CSAT themes to monitor with Smart Trends

  • Keywords and Trends are automatically suggested based on your verbatim CSAT feedback through Delighted’s Smart Trends built-in AI capability.
  • Let Smart Trends surface key understandings on your behalf to free up time for action-planning at scale.
  • Compare CSAT survey responses across product lines, business units, locations, and more.

Explore a live demo of the CSAT dashboard

Improve customer satisfaction and close the loop on CSAT survey insights

Collecting CSAT feedback is just the beginning. Channel feedback to team members who can make a difference, and create a customer-centric organization that consistently closes the loop using our comprehensive platform.

Connect to the tools and workflows you already use

Follow up on CSAT feedback using your own help desk. Delighted integrates seamlessly with Zendesk, Desk, and Help Scout, to name a few. With direct integrations with 750+ tools and the robust Delighted API, you’ll be able to discuss feedback in Slack, trigger surveys from Stripe, sync feedback to Salesforce, and more.

Empower your team with awareness and insights

Get your entire team involved in customer experience improvement strategies with email digests and smart Alerts. Product teams can see how new features are being received. Engineering teams can watch for bug reports. Marketing teams can monitor chatter about top competitors. Delighted has all the tools to keep your cross-functional teams in the loop.

Boost conversions with Delighted Testimonials

Publish compelling customer comments anywhere on your site with our Testimonials widget. Request permission to share the feedback publicly and configure the widget to match your brand without extra design or development resources.

Why use CSAT surveys?

Customer satisfaction survey tools are the most powerful resources at a company’s disposal for discovering how customers feel and more importantly, why. By gaining insights through customer satisfaction software solutions, you can keep your customers happy, anticipate their needs in the future, and make necessary improvements to your offerings to facilitate growth.

When to use CSAT surveys

There’s almost never a wrong time to send out a customer satisfaction survey, but there are a few situations when using a customer survey tool is absolutely essential to ensure you are on par with customer expectations.

Key lifecycle moments

A CSAT survey can provide you with the necessary information to address issues and better understand the critical moments of the customer journey that craft a customer’s experience with your brand.

During the sales process

Survey your customers when they interact with your sales team or go through your sales funnel. Ask important questions in your customer feedback surveys that can help you improve your process. How satisfied were they with the sales demo or their call with the sales rep?

After support interactions

Reaching out to support means your customers are frustrated with an issue they can’t solve on their own. Knowing when to improve support team processes from CSAT feedback is the easiest way to ensure issues aren’t repeated.

Before a renewal period

Sending CSAT surveys as the renewal period approaches can help you identify potential customer churn and take proactive action to make it right before it’s too late.

You don’t have to take our word for it

Delighted’s CSAT survey tool helps some of the world’s most coveted brands gather actionable feedback.