How to measure CSAT with a form

To measure CSAT, you ask for a rating from one to five stars. Makeform then works out the percentage for you in the form's report.

#Add a rating question

1. Open your form and click Add element below where you'd like the question.
2. Choose Rating.
3. Set Max to 5. You only get the CSAT chart on a five-star question.
4. Write your prompt, such as "How would you rate your experience?" Turn on Required if you need everyone to answer.

Respondents see a row of stars and click one. Clicking the same star again clears it. Stars are the only icon you can use.

#View your CSAT percentage

1. Open the form and click Overview.
2. Open Summary and go to Report.
3. Find your Rating question, open Chart type and choose CSAT.

You'll see your CSAT percentage, with responses grouped as Satisfied (4–5), Neutral (3) and Dissatisfied (1–2).

The percentage is the share of answers that are 4 or 5, rounded to a whole number. If 40 of your 50 answers are a 4 or a 5, your CSAT is 80%.

#Limits

A Scale question doesn't have a CSAT chart. Use Rating.

Your report covers the most recent submissions loaded on the page, up to 1,000.

On a free account, you'll see an upgrade prompt the first time you open a summary that has submissions. You can still see the report.