CSAT survey questions for every touchpoint

How to use this list

These CSAT survey questions are grouped by touchpoint. Each set has the score question, an open follow-up and two or three optional diagnostic questions. Use one set per survey, keep it short, and replace the bracketed words with your own. Most of these use a 5-point scale from very dissatisfied to very satisfied.

Store visit

• "How satisfied were you with your visit to [store] today?"
• "What is the main reason for your rating?" (open)
• "Did you find everything you were looking for?" (yes / some items missing / no)
• "How long did you wait to pay?" (under 5 minutes, 5 to 10, over 10)
• "How helpful were staff when you needed them?" (1 to 5, or did not need help)

Home delivery

• "How satisfied were you with your delivery?"
• "Did it arrive within the time you were given?" (yes / no)
• "Was everything in the order correct and undamaged?" (yes / no)
• "What could we have done better?" (open)

Support contact

• "How satisfied were you with how we handled your request?"
• "Was your issue resolved?" (yes / partly / no)
• "How many times did you have to contact us about it?" (once, twice, three or more)
• "What is the main reason for your rating?" (open)

Restaurant or QSR

• "How satisfied were you with your meal today?"
• "How satisfied were you with the speed of service?"
• "Was your order correct?" (yes / no)
• "What is one thing we should improve?" (open)

Service appointment

• "How satisfied were you with your [service / repair / appointment]?"
• "Was it completed at the time promised?" (yes / no)
• "Were the charges explained clearly before work began?" (yes / no)
• "What is the main reason for your rating?" (open)

App or website

• "How satisfied are you with [task] in our app?"
• "Were you able to complete what you came to do?" (yes / no)
• "What, if anything, got in the way?" (open)

Follow-up wording by score

• 1 or 2: "Sorry to hear that. What went wrong?"
• 3: "What would have made it better?"
• 4 or 5: "What did you like most?"

Questions to rewrite

• "How satisfied were you with our fast, friendly service?" leads the answer. Use "How satisfied were you with the service?"
• "How satisfied were you with the staff and the store?" asks two things. Split it or pick one.
• "Rate your overall experience with our brand" is a relationship question, not CSAT for a moment.

Using the answers

Report CSAT by touchpoint and store with response counts. Code the open answers into themes, and read the diagnostic questions against them: if low scores cluster where customers report long billing waits, you have a concrete fix to test.

Common mistakes

• Using the same generic question for every touchpoint.
• Long lists of diagnostic questions.
• Leading adjectives in the question.
• Asking two things in one question.
• Comparing stores with very different response counts.

Common questions

Checklist

• Touchpoint named in the question.
• One open follow-up.
• Diagnostics match real drivers.
• No leading or double questions.
• Wording fixed across stores.
• Results shown with counts.

In short

Good CSAT survey questions name the touchpoint, pair the score with one open follow-up, and add only the diagnostics that match the touchpoint's real drivers. Keep the wording fixed so stores and months compare.

Doing this with Falcon

Falcon does not run surveys or feedback forms. It analyses the unprompted feedback customers already leave in Google Maps reviews of your locations and Google Play reviews of your app: each review is classified into themes, sub-themes and specific issues from your own taxonomy, with the sentiment of each mention and the exact quote behind it. The touchpoints in this list (billing, delivery, staff, order accuracy) also appear as themes in Google reviews. Falcon shows negative share for each by store and month, so you can check survey findings against what customers write publicly.