What answer scales are recommended when using CSAT questions?

Using a 5 point scale and a 7 point scale for Customer Satisfaction (CSAT) questions is recommended because they provide a balanced approach that allows respondents to express varying degrees of satisfaction.

A 5 point scale offers a straightforward range from very dissatisfied to very satisfied, providing a clear midpoint that can capture neutrality. This helps in distinguishing subtle variances in customer satisfaction levels. Additionally, it is manageable for respondents and allows for quick interpretation of results.

A 7 point scale enhances this by providing even more granularity, allowing respondents more options to express their opinions. This can lead to better data for analysis, as it captures slight shifts in sentiment that might otherwise be lost with a simpler scale. By offering an extra degree of differentiation, this scale also supports more robust statistical analysis.

In customer satisfaction measurements, achieving clarity and nuance in responses is critical for understanding customer opinions and making informed decisions, thus making these scales preferable.