Customer satisfaction (csat) surveys: examples, definition & template

After the actual flight– Post-purchase evaluations reflect the satisfaction of the individual customer at the time of product or service delivery (or shortly thereafter). This can be a transactional NPS or CSAT survey and sent by email.

After a customer service encounter- If the customer initiates contact with a customer service representative, a CES survey should be sent immediately after the issue was resolved. For airlines, this could be a call to change a flight date or report lost baggage. The goal is to see how much effort it took to resolve the issue.

Six months after the flight– To measure the long-term customer loyalty, relational NPS or CSAT surveys can be sent months after the transaction occurred to see if your customers are still loyal to your brand.

In-app mobile feedback– You can request customer feedback on the mobile app or customer experience through a feedback tab in the app. Getting mobile app feedback is important only your customers can tell you what will make them more satisfied with their experience.

Types of customer satisfaction survey questions

When building your customer satisfaction survey questions, the type of question you choose to ask can make a big difference to the insights you receive and your ability to improve the experience.
Here are the types and some sample customer satisfaction survey questions to help you decide which will get you the answers you’re looking for.

Likert scale questions

A Likert Scale question provides customers with options for their response from one extreme to another (i.e. satisfied to unsatisfied), with or without a neutral response.
For example, a five-point Likert scale question might look like this:

How satisfied are you with our service?

1. Very satisfied.
2. Moderately satisfied.
3. Neither satisfied nor dissatisfied.
4. Moderately dissatisfied.
5. Very dissatisfied.

An even Likert scale question removes the middle response to provide a binary choice.