> ## Documentation Index
> Fetch the complete documentation index at: https://woku.app/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# CSAT

> Learn how to configure CSAT tools: name, experience or product to evaluate, 1 to 5 scale, and optional comment

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.

## 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".

## 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.

<Note>
  A CSAT that already has responses cannot be edited. This way all of the tool's responses always correspond to the same question.
</Note>

## 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**.

<Note>
  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.
</Note>

## 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.

## 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.

## 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.

## 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](/docs/en/conceptos-basicos/ces) to measure effort.