- Ready-made CSI survey templates — start collecting data immediately without creating questions from scratch.
- Automatic document generation — create reports and commercial proposals based on responses.
- AI-powered smart forms — the builder suggests the best questions for your industry (Linki Cat feature).
- QR codes for offline evaluation — place them at points of sale, on receipts, or advertising materials.
- Instant notifications — receive alerts via Telegram, VK, or email when ratings are critically low.
- Built-in CRM tools — assign requests to managers and track processing status.
By type of business process
Automate the CSI survey to assess service quality
How does a CSI survey help a business?
Identifies weak points
The survey will reveal exactly what aspects of the service disappoint customers, so you can promptly improve those areas
Helps reduce customer churn
Analysis of responses and implementation of changes will reduce customer churn and increase LTV (lifetime value of the customer)
Increases the average check
Satisfied customers make repeat purchases more often and are willing to pay more for quality service
Create your own CSI survey on the QForm platform
For user convenience, the following are provided:
How to calculate CSI?
CSI shows how satisfied customers are with your product or service. To calculate it:
- Select key evaluation criteria (e.g., product quality, delivery speed, support performance).
- Ask customers to rate each criterion on a scale from 1 to 10.
- Calculate the average score across all ratings.
- Multiply by 10 to get a percentage.
Formula:
CSI = (Sum of all scores / Number of criteria) × 10
In QForm, all calculations are done automatically: the system collects ratings, computes the CSI, and highlights problem areas for improvement.
What affects the Customer Satisfaction Index?
- Overall satisfaction
- Product quality
- Service and support
- Ease of purchase/use
- Price and value
- Loyalty and recommendations
How to analyze CSI survey results
Collect the data
Collect all survey responses into a unified system→
Group data by key parameters: product, service, delivery→
Highlight main complaints and suggestions, identify common themes
Evaluate the metrics
Calculate the average CSI score for each criterion →
Identify strengths and weaknesses →
Compare results with industry standards →
Set goals for improvement
Take action
Set priorities for improvements →
Assign responsible parties →
Develop an action plan →
Implement improvements based on data →
Monitor CSI trends after changes →
Adjust the strategy
Create a Personalized CSI Survey Tailored to Your Business Process
1. With QForm, you can develop a unique survey that accurately reflects your customer interaction stages. Use numerical scales and star ratings for overall satisfaction, sliders for detailed assessments, and radio buttons and checkboxes to analyze key parameters.
2. For deeper analytics, add text fields and dropdown lists to identify specific issues. Set up CRM integration for automatic data collection. Increase survey relevance with branching logic — ask follow-up questions based on responses.
3. Additionally, use QR codes to place surveys at offline locations. Configure notifications about new ratings (e.g., via Telegram or email) and API integrations for data transfer to CRMs (Bitrix24, amoCRM) for automated analysis.
Turn customer feedback into business growth
Identify problem areas, promptly improve service, and solidify positive changes.
Identify the weak link. Compare CSI across segments (new customers / loyal customers, online / offline)
Take targeted action. Implement solutions based on frequent customer complaints
Consolidate the result. Document successful cases and apply them in other branches/sales channels
Customer Satisfaction Index (CSI) is a tool for increasing business profitability. Studies show that a 1-point increase in CSI leads to a 3–5% growth in repeat purchases. But the real value lies not in the score itself, but in the ability to interpret customer insights.
Why do 80% of companies misuse CSI?
Most limit themselves to superficial questions like “Rate our service from 1 to 5,” missing the main point — the specific reasons behind the ratings.
True analytics require:
- Contextual questions (“What exactly in the delivery process can be improved?”).
- Segmentation by customer types (new vs. returning).
- Linking to business metrics (average check, LTV).
Advantages and disadvantages of the CSI survey
Strengths of CSI
- Flexibility. You choose the evaluation criteria (price, quality, service speed), allowing the survey to be tailored to your business specifics.
- Deep analytics. CSI not only shows satisfaction levels but also highlights problem areas — for example, customers may be happy with the product but dissatisfied with delivery.
- Comparison with competitors. Adding questions like “How would you rate us compared to [competitor]?” helps identify strengths and weaknesses.
Limitations
- Calculation complexity. Unlike NPS (which measures the difference between “detractors” and “promoters”), CSI requires analyzing multiple criteria.
- Customer engagement. Long surveys can reduce response rates.
How does CSI affect profitability?
- LTV (lifetime value of a customer). A 1-point increase in CSI increases repeat purchase frequency by 3–5%. For example, at a CSI of 75%, a customer makes 4 purchases per year, while at 80%, it’s 5 purchases.
- Average check. Satisfied customers tend to buy more expensive products. In retail, a 10% increase in CSI results in a 7% increase in average check.
- Customer churn. If CSI is below 50%, the risk of losing customers triples.
Comparing Customer Satisfaction Index with other metrics (NPS and CSAT)
CSI, NPS, and CSAT are key metrics for evaluating customer experience, but they measure different aspects. The CSI survey focuses on satisfaction with specific interactions (such as a purchase or support call), using detailed evaluation criteria. Unlike NPS (Net Promoter Score), which measures overall loyalty (“Would you recommend us?”), and CSAT (Customer Satisfaction Score), which gauges immediate satisfaction (e.g., after a support call), CSI provides deeper analytics.
Why does it matter?
For example, NPS shows whether customers are willing to recommend you but doesn’t explain why. CSAT captures a one-time impression but doesn’t track long-term trends. CSI combines both approaches: it helps understand which specific aspects of service (delivery, product quality, staff politeness) impact loyalty.
How to turn CSI data into concrete improvements
The CSI index doesn’t just record satisfaction levels; it shows where to move forward.
To get the most out of it:
- Look for inconsistencies — if customers rate product quality 10/10 but service 4/10, the issue isn’t the product itself but its delivery.
- Test hypotheses — for instance, if delivery scores are low, try changing the courier service and measure CSI again in a month.
- Connect emotions to revenue — if NPS rises but CSI doesn’t, customers may recommend you out of politeness but won’t return.
The main rule: CSI should lead to action, not just pretty charts. Start small — pick one low-rated criterion and improve it. You’ll see the difference after just one feedback cycle.
To summarize
QForm is a simple and effective solution for measuring customer satisfaction levels. The platform automates feedback collection and frees you from manual analysis of ratings, pivot tables, and reports.
How does it work?
Instant analytics
Data is processed in real time — you immediately see trends, identify weak points, and make decisions based on numbers.
CRM integration
Negative feedback is automatically directed to responsible managers, while loyal customers are included in NPS programs for further engagement.
Flexibility and security
Customize surveys to business needs, export data to Excel, CSV, or PDF — all while complying with data protection requirements.
QForm transforms scattered ratings into a system of manageable actions.
You don’t just collect feedback — you gain a tool for growing loyalty and profit.
Let’s implement forms and automate your workflows!
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