Short answer
To measure CSAT after a call, ask about that specific service experience, use a stable scale and show satisfied responses, response count and participation rate. Review comments and bias alongside the percentage; it does not summarise the whole customer experience.
Key verification: Test the survey and sending journey, and assign reported issues to an owner.
Sources and limitationsTo measure satisfaction after a telephone call, ask about that specific experience, use a stable scale and define who you will send the survey to. Calculates the percentage of satisfied responses and also shows how many people responded. Then assign the issues to someone who can review them.
The data is declared by the client. It can help you uncover a confusing transfer or an incomplete explanation, even when the conversation seemed okay to the team. Do not attribute a review to the customer based solely on a transcript.
Define the experience you are going to ask for
Choose the closing of a consultation or an identifiable moment of the service. If you call the same person three times to resolve an incident, three surveys can be annoying and measure different moments. A possible rule is an invitation at the end of that query.
Write which customers are eligible, how long after closing it is sent, and how you avoid repeat invitations. Apply the same criteria to good and bad experiences so that the team does not only choose those who it expects to respond satisfied.
A short template to adapt
How do you rate the telephone service received for [identifiable query]?
Options: dissatisfied · neutral · satisfied.
Optional comment: What could we improve about this care?
The question is an original template. Identify the query with the minimum necessary information and avoid including sensitive details in an email. If you also want to know if it was resolved, use a separate question: "Has your query been resolved?" Satisfaction and resolution can give different answers.
Make it clear that responding is voluntary. Explain how the comment will be used and avoid asking for information you don't need. The agent does not condition his help on a score or suggest the answer the customer should choose.
Calculate CSAT and response rate
For this scale we define CSAT = satisfied responses ÷ valid responses × 100 . Neutral and dissatisfied enter the denominator. Unanswered invitations are displayed separately; Don't turn them into opinions.
| Fictitious example data | Quantity |
|---|---|
| Closed and eligible queries | 100 |
| Invitations sent according to rule | 100 |
| Valid answers | 40 |
| Satisfied answers | 28 |
| Neutral responses | 8 |
| Unsatisfied responses | 4 |
The CSAT is 28 ÷ 40 × 100 = 70% . The response rate is 40 ÷ 100 × 100 = 40% . The result describes those who responded. It does not show that 70% of the one hundred people served were satisfied.
Save period, scale, invitation rule and sample size next to each percentage. A change from 70% to 80% with very few responses deserves review before turning it into a demonstrated improvement.
How it fits with HubSpot surveys
HubSpot documents CSAT surveys in Service Hub Professional and Enterprise, with a Service license to create them. Allows delivery by email, chat or pages with your tracking code. The native survey should not be included in the free CRM or Sales Hub Starter. Creation of satisfaction surveys .
Your native CSAT scale records values from 0 to 2: dissatisfied, neutral, and satisfied. Properties belong to each survey response, so they are not equivalent to a single property that is overridden on the contact. Scale and response properties .
For a first essay, you can collect the same question with an authorized method that you already have. Buying a specific suite makes more sense when you need sending, tracking, and shared review. If you use HubSpot, confirm the Service Hub product and its current terms.
Test the survey journey before inviting customers
- Create a fictional query that is eligible and another that should be excluded.
- Check which person each invitation will reach.
- Open the link on mobile and check the question and options.
- Submit a response from each category and check its ranking.
- Check how you avoid a second invitation to the same closure.
- Marks and excludes trials from the commercial result.
If the submission depends on a CRM property, confirm who updates it and when. Just because an agent hangs up doesn't mean the query is over. The survey ruler should reflect the moment you have chosen to measure.
Act on comments without using the percentage as a reward
Classify comments by specific problems: explanation, wait, transfer, treatment or pending query. Assign review and record action. If you offer to contact again, do so through the authorized procedure and with the necessary information.
When comparing teams, check type of query and response rate. A person who attends to difficult incidents may receive different evaluations from someone who schedules simple appointments. Use the data to improve the journey and combine it with a case review, such as conversation transfer , before drawing conclusions about a worker.
Sources and limitations
Documentary review: . Content type: Template and fictional example.
Sources describe terms and capabilities stated by their owners. Proposed protocols and fictional examples do not establish product tests performed by CallsIQ.
- Creation of satisfaction surveysknowledge.hubspot.com
- Scale and response propertiesknowledge.hubspot.com
Check current terms
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Official sources, explained calculations and clearly labelled examples. Read about our methodology and use of AI in writing.