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A CSAT tool (Customer Satisfaction) is the template your company configures to measure how satisfied a customer feels after a specific moment, such as a purchase, a delivery, or a service interaction. Each response is tied to that tool, which lets you separate measurements by channel or moment. A single company can have several CSATs at the same time. For example:
  • Post-purchase CSAT.
  • Delivery CSAT.
  • In-store service CSAT.

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Name

The name is internal: only your team sees it, customers will not. Use it to tell your tools apart when you have several, for example “Santiago delivery CSAT” or “web post-purchase CSAT”.

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Experience or product

The CSAT question is fixed and follows the industry standard: “On a scale of 1 to 5, how satisfied are you with {experience or product}?”. The only thing you define is the experience or product: what you are asking about. Examples:
  • “your purchase”
  • “the delivery of your order”
  • “the service you received”
Keep the text short and specific. The question is translated automatically between Spanish and English, or you can write the versions in each language yourself.
A CSAT that already has responses cannot be edited. This way all of the tool’s responses always correspond to the same question.

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1 to 5 scale

The scale is fixed and is not configurable. The customer picks an integer value from 1 to 5, where 1 is very dissatisfied and 5 is very satisfied. The score is required.
Unlike a woku, where the comment is the heart of the response, in a CSAT the score is what is required and the comment is optional.

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Optional comment

After choosing their score, the customer can leave a comment in text or audio. This way each response combines the quantitative data (the number) with the qualitative one (the why). The customer can also identify with their email or respond anonymously. If they respond anonymously, no email is requested.

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Sharing

Sharing a CSAT works just like sharing a woku. You have three ways:
  • QR code: to print, stick on a kiosk, or show on screen.
  • Link: to send by chat, WhatsApp, or inside the transactional email you already send to the customer.
  • Bulk email send: paste a list from Excel or Google Sheets and the application takes care of the rest.

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Combined company view

The module’s main view shows the combined CSAT for the whole company: how many responses come from satisfied, neutral, and dissatisfied customers, the average satisfaction out of 5, and the percentage of responses that left a comment. Below it, a table lists your CSATs with their responses, their satisfaction, their average, and the date of the last response, so you can compare tools at a glance.

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Per-tool detail

When you open a CSAT you see its own metrics:
  • Satisfied customers: percentage of responses with a score of 4 or 5.
  • Average satisfaction and total responses.
  • Comment rate: how many responses include a comment.
  • Detail by score: histogram with the number of responses for each score, from 1 to 5.
  • Overall satisfaction distribution: satisfied, neutral, and dissatisfied.
The Comments block gathers the responses with a comment and automatically classifies them as Recognition or Improvement. In addition, an AI Summary is generated automatically from the tool’s responses, so you can read what your customers say in seconds. CSAT and CES are mirror tools: they share the scale, the required-score and optional-comment logic, and the same metrics. What changes is the question and what they measure. Check CES to measure effort.