CSAT (Rating)
Configure Customer Satisfaction rating questions
The CSAT (Rating) element collects Customer Satisfaction feedback on a short visual scale (stars, emoji, hearts, or similar). Use it after a support interaction, purchase, or any touchpoint where you want a quick satisfaction score. In the form builder it appears under Scale as CSAT (Rating) (alongside Rating and NPS). Choosing it adds the same underlying question type as Rating—the name helps you pick a satisfaction-focused block; configuration and reporting work the same way.
When to use
- After a support ticket, chat, or call (transactional CSAT)
- After onboarding, checkout, or another key journey moment
- Quick “How satisfied were you?” checks where a visual scale fits better than NPS or single choice
- Pairing with a follow-up Long Answer (for example, “What influenced your score?”) for richer feedback
Customization options
When editing a CSAT (Rating) question, you can configure the following properties:
| Option | Description |
|---|---|
| Question Text | The main question displayed to the respondent (required). |
| Description | Optional helper text or context below the question (up to 100 characters). |
| Error Message | The message shown when validation fails (e.g. required field not filled, invalid selection). Keep it clear and actionable for better user experience. Default: "Please complete this required question". |
| Required field | When enabled, the respondent must select a rating before submitting the form. |
| Show labels | When enabled, displays the minimum and maximum rating labels (e.g. "Poor" and "Excellent") at the ends of the scale. |
| Minimum Rating Label | The label shown for the lowest rating value (e.g. "Poor"). |
| Maximum Rating Label | The label shown for the highest rating value (e.g. "Excellent"). |
| Number of Ratings | The number of rating points on the scale (default: 5). |
| Display Style | The icon type used for the rating scale: Star, Emoji, Heart, Diamond, or Thumbs Up. |
| Size of Rating Icons | The size of the rating icons: Small, Medium, or Large (default: Medium). |
Viewing responses
CSAT (Rating) responses appear in the Response Summary for your form, the same as Rating questions. You can view them as charts, filter by time period or user segment, and track trends over time.