A Step-by-Step Guide to Lightweight CSAT Surveys

Overview

Launching a CSAT Survey using Quantum Workplace is possible with our Lightweight CSAT Survey add-on. Interested? Contact your CSM for more information.

This companion guide will walk you through each step of setting up your survey confidently, from creation to data analysis.

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.

Create Your Survey

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!

Let’s dive into the details.

To create a survey from scratch:

Click and expand Surveys in the left navigation
Click on Administration
Select New Survey in the top-right
Select a template, or build your own

Survey Setup

Define the Details:
1. Give your Survey a name.
2. Select "Customer Satisfaction" under Survey Type.
3. Save the survey to a folder for ease of organization.
4. Optionally, include a description, select preferred languages, and choose whether to enable Action Planning.
For Confidentiality:
1. CSAT Surveys are always trackable for the best experience and most accurate insights.
2. Add users who will receive CSAT Survey responses.
Under Questions:
1. Keep your CSAT survey short (around 5 questions), use open-text fields for richer insights, and add logic when needed to tailor the experience.
2. Selecting survey questions with intention is an important step. Need ideas for questions? Start here:
  1. How would you rate your overall satisfaction with the [goods/service] you received?
  2. Based on your most recent interaction with our company, how likely are you to purchase our products or services again?
  3. 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)
Add Participants:
1. Invite recipients manually by entering or uploading a CSV of customer emails, OR
2. Create a shareable link to distribute to participants.
Schedule the Survey:
1. Most commonly, CSAT Surveys are created to remain open indefinitely.
2. If preferable, select a closing date.
Test and Review:
1. Send a test survey to review all the details prior to launch.
Copy the shareable link directly from Quantum Workplace to send out the Survey. Important: Copying the link from the browser won't work due to URL redirection.
When you're ready, click Launch Survey to activate the link.

Best Practices

Keeping the survey short and focused
Sticking to ~5 questions
Using open-text fields for richer insights
If applicable, adding question logic to tailor the experience (e.g., "If yes, show the next question…")

Requesting Participation

After launching your survey, make it easy for your customers to access and understand the survey.

To request survey participation, send an email with:

The survey link
Access instructions
Why their feedback matters

Need a starting point? Here’s a 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]

📈 Using Survey Analytics

Understanding the story your data is telling in real-time can guide insights and solve problems proactively. Survey Analytics helps you turn initial responses into data-backed decisions.

📥 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.