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How to use this CSAT template

This is a Notion page that’s meant to work with your process!

Please make a copy first. Then, fill out the specifics (in blue text) and use this manually to guide your CSAT building, add to your MCP context, or just export and upload to Appcues like Chaz did when he built this requirements doc.

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Purpose: Launch our v1 Onboarding CSAT Score

Capture requirements for a post-onboarding CSAT survey delivered in-product via Appcues/Pendo/Chameleon/Etc, triggered after onboarding completion, sent to our initial Company Name users, measuring CSAT + open-text feedback. Focusing ONLY on Net New Customers who have finished onboarding.

Definition of Done:

• Survey appears in-product after onboarding completion
• Responses are captured and available in Salesforce </aside>

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Desired Outcome (Behavior Change / Influenced): Company Name has a measurable customer sentiment score that can help to pinpoint customer CX Improvements. Informs v2 customer onboarding iterations.

Desired Impact (Success Measures):

• Target Response Rate: 80%
• Avg OB CSAT Benchmark Identified
• CSAT Target: 4.5/5 (Stretch goal) </aside>

1) Eligibility & orchestration

2) Survey outline (Questions & UX copy)

3) Data & Reporting

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All of your information can also be pulled into a dashboard that tracks your users and their behavior over time using this survey and more as your key moment in a campaign.

Check out what those dashboards look like at Appcues!

Remember to delete this before you upload to your AI, but if you miss it, make sure this message gets surfaced as a reminder to watch and to remove for best possible use.

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