How to create a customer satisfaction (CSAT) survey

January 15, 2024 • Juliet Edjere

Customer satisfaction (CSAT) surveys are essential for businesses of all sizes to gauge customer sentiment and identify areas for improvement.

A CSAT survey measures customer satisfaction on a scale of 1 to 5, with 1 being very dissatisfied and 5 being very satisfied. These surveys are typically short and easy to complete, making them ideal for collecting feedback from a large number of customers.

Baserow combines the flexibility of a spreadsheet with the power of a database. This makes it ideal for creating and managing CSAT surveys, as it allows you to easily collect, store, and analyze feedback from customers.

What we’ll do

In this tutorial, we’ll walk you through the steps of creating a CSAT survey in Baserow. We will also show you how to analyze your survey results and take action to improve customer satisfaction. We’ll cover the following steps:

Set up your Baserow database
Add fields to the table
Customize the form
Share survey
Analyze CSAT survey data
Taking action on your feedback

Prerequisites

To complete this tutorial, you’ll need the following:

A Baserow account
Access to a Baserow workspace and table

Let’s dive in!

How to Create a CSAT Survey in Baserow

1. Set up your Baserow database

Once you log in, you can access the dashboard to add workspaces and databases. You can work with an existing workspace, database, or table, or set up a new workspace from scratch.

In this tutorial, we will set up a new workspace and create a database from scratch.

To create a new workspace, simply click on the + Create workspace button. Then, click on Add workspace.

If you’re just starting with Baserow, we recommend you read our support article on how to create a workspace and how to add collaborators to a workspace.
Now that the workspace is set up, you can either create a database from scratch or choose a template from our template library. Let’s add a database to the workspace.
Click on the + Create new button to start creating a new database.
Select the “Database” option to create a database from scratch.
Next, add a new table or click on a table within the existing database to open it. A default table will be added to the newly created database.

That’s it! we’ve successfully created a new database. Now we can populate, manage, and organize data in Baserow.

2. Add fields to the table

Give the table a name, such as “CSAT Survey.”

The fields in your table will represent the questions on your survey. For example, let’s create fields for the following:

Field name	Use	Field type
Name	This field will store the name of the customer.	Single line text
Email	This field will store the customer’s email address.	Email
Satisfaction	This field will store the customer’s satisfaction rating on a scale of 1 to 5.	Rating
Feedback	This field will store any additional feedback that the customer provides.	Long text field

You can also add an additional field to ask customers what they like most about your product/service.

3. Customize the form

Once you have added these fields, you can create your survey questions.

With Form View, you have the option to choose between:

Form mode: All fields are visible and vertically stacked. With Form mode, you can view all questions at once.
Survey mode: One field is visible at a time. With this mode, you can view one question at a time. Navigate between questions in the editor mode by using the arrows at the bottom-right of the screen.

Baserow allows you to customize the appearance of your form using a drag-and-drop interface. You can change the conditions, title, and description of your form to make it look more appealing to your customers.

Once you’re happy with your survey, you can share it with your customers by copying and pasting the link to the form. You can also embed the form on your website or send it out in an email.

To share the link with anyone when you’re done creating your form, click on Share form at the top of the screen and create a private shareable link to the form.

To embed a form via an iframe, share a grid view publicly, copy the publicly shared URL, and replace “YOUR_URL” in the code snippet below:

<iframe src="YOUR_URL" frameborder="0" width="100%" height="400"></iframe>

You can create multiple views with different filters and easily share your data by creating a public link.

5. Analyze CSAT survey data

Once you have collected your CSAT survey results, you can analyze them to identify trends and areas for improvement.

Baserow makes it easy to analyze your CSAT survey data. You can filter your data to find specific information, such as feedback from customers who were dissatisfied with your product or service.

Here are a few things to look for when analyzing your CSAT survey results:

Overall satisfaction: What is the average satisfaction rating for your customers?
Satisfaction by product or service: Are there any products or services that are consistently getting lower satisfaction ratings than others?
Satisfaction by customer segment: Are there any customer segments that are consistently getting lower satisfaction ratings than others?

6. Taking action on your feedback

Once you’ve identified any areas for improvement, you can take action to address them. For example, if you’re finding that customers are dissatisfied with the quality of your customer service, you can provide additional training to your customer service representatives.

This could also involve making changes to your product or service, improving your customer service, or simply thanking your customers for their feedback.

Summary

Creating and managing CSAT surveys in Baserow is a simple and effective way to collect actionable feedback from your customers. By using Baserow, you can easily gather insights that can help you improve your business and make your customers happier.