A Step-by-Step Guide to Lightweight CSAT Surveys

Overview

Launching a CSAT Survey using QW is possible with our Lightweight CSAT Survey add-on. Interested? Reach out to your CSM for more information.

This companion guide will walk you through each step of setting up your survey confidently—from design to delivery.

Need some help?

Reach out to our Support Team at support@quantumworkplace.com or use the chat feature during our business hours, 8 - 5 p.m. CST.

🛫 1. Survey Design

Get started by designing a survey your customers will want to take. We’ll go over how to plan, create, and build out a thoughtful, engaging survey!

🛠 Create your survey

Building your survey in an engaging and thoughtful way is essential to achieving successful results. Let’s dive into the details.

To create a CSAT survey from scratch:

Click and expand Administration in the left-hand navigation menu
Click on Surveys
Select New Survey in the top-right
Choose "Customer Satisfaction" under Survey Type
Continue with Survey setup

Selecting survey questions with intention is an important step. Need ideas for questions? Start here:

How would you rate your overall satisfaction with the [goods/service] you received?
Based on your most recent interaction with our company, how likely are you to purchase our products or services again?
How likely would you be to recommend [goods/service] to a friend or colleague? (Where 0 is not likely at all and 10 is very likely)
If you would like to share any additional comments about your most recent interaction with our company, please enter them below.

💡 Pro tip: Keep it short and focused

Stick to ~5 questions
Use open-text fields for richer insights
Consider adding question logic to tailor the experience (e.g., "If yes, show the next question…")

⚙️ 2. Technical Setup & Testing

Now, it’s time to determine the details for this survey.

📬 Decide how to distribute the survey

You have two options here:

Share it internally through your own email tools, or
Let Quantum Workplace handle the distribution

🔗 Set up the survey access link

We’ll help you generate a single, secure survey link with access code validation so only the right people can participate.

🧪 Test your survey

Don’t skip this step! Preview your survey by sending a test link to yourself or a colleague to make sure everything’s looking good. Here's how ➡

✉️ Confirm your participant list

Check that all customer email addresses are correct and up to date prior to launch.

✅ Final delivery plan

Do a last check of the launch plan—timing, access, and audience—so you're fully prepared.

🚀 3. Launch Prep

It’s go time! Here’s how to make the launch smooth, clear, and stress-free.

📅 Choose the right launch window

Schedule your survey to go live during a low-traffic period so customers can engage without distraction.

💬 Prepare internal communications

Draft email templates for team leads or your sales reps to announce the survey and encourage participation.

✉️ Let QW handle the emails (optional)

If you're sending the survey directly, we’ll disable system-generated emails temporarily during the launch.

📣 4. Communication Strategy

Make it easy for your customers to access and understand the survey.

📢 Announce the survey

Send an email with:

The survey link
Access instructions
Why their feedback matters

Need a starting point? Here’s a template:

📬 CSAT Email Template

Subject: Quick Question – How Did We Do?

Body:

Hi [Customer Name],

We’d love your feedback! Your recent experience with us matters, and we want to make sure we're meeting your expectations.

Would you mind taking a quick moment to answer a short survey? It’ll only take a few seconds and helps us continue improving.

👉 [Take the Survey]

Thanks so much – we really appreciate it!

Best,
[Your Name]

[Your Company Name]

⚠️ Don’t copy the survey URL from your browser

Always use the official link from your setup confirmation page. Browser links can expire or break.

⏰ Plan for follow-up

If relevant, consider letting managers or sales reps follow up with non-responders.

📊 Track participation in real time

We’ll help you monitor progress and send targeted reminders to boost response rates where needed.

📈 5. Accessing and Using Survey Analytics

Understand the story your data is telling—while the survey is live and after it ends.

📥 Side-load demographics for richer insights

We can help you upload location, customer type, or other fields to allow you to filter and slice results up to six times per year with our Lightweight CSAT add-on.

Reach out to Customer Support here, and we will send you a sample spreadsheet to edit as a next step.

⏱ Monitor results in real time

You can watch participation rates and trends as they happen—no waiting for a final report.

🔓 Share access (optional)

You can give analytics access to others in your org, such as:

Executives
Leadership teams
Regional managers
Marketing teams
Customer-facing teams

🤝 6. Wrap-Up & Review

Once the survey closes, wrap things up and look forward as a team.

🔄 Post-survey review

Debrief the entire process—what worked, what you learned, and what you want to do next.

🎯 Set goals for action

Use insights from your results to identify key areas of opportunity and plan for what’s ahead.

Summary: Your Survey Setup Checklist

Phase	Key Actions
🛫 Kickoff & Design	Survey creation, choose access method
⚙️ Setup & Testing	Link setup, test preview, confirm participants
🚀 Launch Prep	Timing, communication templates
📣 Communication	Internal email, access instructions, reminders
📈 Analytics	Demographic upload, live data access, share
🤝 Wrap-Up	Review results, set goals, plan next steps