CSAT (Customer Satisfaction Score) is a key metric used to measure customer satisfaction with a specific interaction, product, or service. It helps organizations quickly understand how customers feel at a particular moment in their journey.

Example Question:
“How satisfied are you with your recent service experience?"
Options: ⭐️⭐️⭐️⭐️⭐️ (1–5 stars)

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Question Type: Rating Scale

In Zykrr, CSAT is configured as a rating scale question. The respondent selects a numeric or symbolic rating to express satisfaction.

Supported visual scales:

• Numeric Scale (e.g., 1–5, 1–7, 1–10)
• Emoji Scale (e.g., 😠 😐 😊)
• Star Rating (⭐️ 1–5)

Note:
Emoji-based CSAT styles can be enabled through the Design tab by selecting the appropriate visual style from the Style Sheets section. For assistance with visual configurations, email support@zykrr.com.

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Configurations in Zykrr

1. Rating Question Compatibility
   Most configurations available for standard rating-type questions are applicable to CSAT questions as well.

2. Enable Satisfaction Analytics
   Ensure the checkbox “Is this a Satisfaction Score question?" is selected. This ensures Zykrr automatically tags and processes this question as a CSAT metric and calculates satisfaction insights accordingly.

3. Set Attribute Name
   Use the “Attribute Name” field to assign a tag to this question for analytics and dashboard grouping.
   This ensures that the score from this CSAT question is tracked and aggregated under a specific, recognizable name in analytics.

   Example:
   If your question is “How satisfied were you with the delivery process?",
   set Attribute Name as Delivery_CSAT
   → This helps you filter satisfaction scores across all delivery-related questions in the dashboard.

4. Define Satisfaction Buckets
   The numeric range under which a participant is considered:

   • Highly Satisfied
   • Satisfied
   • Unsatisfied
     …is fully configurable.

   Example (1–10 scale):

   • 1–4 = Unsatisfied
   • 5–7 = Satisfied
   • 8–10 = Highly Satisfied

5. Value Direction
   The lowest numeric value (e.g., 1) should reflect dissatisfaction, and the highest value (e.g., 5 or 10) should reflect high satisfaction. This ensures analytics are accurate and intuitive.

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Sample CSAT Questions

a. Service Interaction

Question:
“How satisfied are you with the assistance you received today?"
Options:
1 (Very Unsatisfied) to 5 (Very Satisfied)

b. Delivery Experience

Question:
“Rate your satisfaction with the delivery process."
Options:
😡 😐 😃

c. Product Feature Feedback

Question:
“How satisfied are you with the new dashboard feature?"
Options:
⭐️ 1 to ⭐️ 5

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Best Practices

• Keep the question focused and tied to a specific customer action or experience.
• Follow the rating with an open-ended text input like:
  “Please share the reason for your rating."
• Use the visual type most suited to your channel and audience (e.g., emojis for mobile, numbers for B2B surveys).
• For long-term brand sentiment, consider using NPS instead.

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Notes for Implementation

• CSAT responses automatically feed into Zykrr’s analytics engine.
• Results can be visualized by:
  • Agent or employee
  • Customer journey touchpoint
  • Region or location
  • Attribute Name tags
  • Other defined segments
• You can trigger alerts or workflow actions (e.g., callback, escalation) based on low satisfaction scores using Zykrr’s automation module.

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This is part of the Question Types in Zykrr’s Documentation Hub.
For any help in setting up CSAT questions or customizing visual styles, email us at support@zykrr.com.