CSAT (Rating)

The CSAT (Rating) element collects customer satisfaction on a short 1-to-N scale, where N is 2, 3, 4, or 5. Respondents pick one option—emoji faces by default, or text buttons if you switch the display style. In the form builder it sits under Scale with Rating, NPS, and Opinion scale.

CSAT is its own question type in the form and in reporting. It is built around satisfaction scoring, not generic star or icon ratings.

When to use

After a support ticket, chat, or call (transactional CSAT)
After onboarding, checkout, or another key journey moment
Quick “How satisfied were you?” checks where emoji or labeled buttons fit better than NPS
Pairing with a follow-up Long Answer (for example, “What influenced your score?”)

Customization options

When editing a CSAT question in the form builder:

Option	Description
Question Text	Main question shown to the respondent (required).
Description	Optional markdown helper text below the question.
Error Message	Shown when validation fails. Default: "Please complete this required question".
Required field	Respondent must pick a score before continuing.
Scale	Number of points: 2, 3, 4, or 5. 2- and 4-point scales have no neutral middle; 5-point gives the most granularity.
Display Style	Emoji (default) shows a face or icon per point. Text shows labeled buttons instead.
Custom emojis	When display style is Emoji, turn this on to pick a different emoji for each scale point. See Custom emojis below.
Multicolor scale	Colors low, middle (on 3- and 5-point scales), and high scores differently—similar to NPS.
Negative / Neutral / Positive colors	Customize the three sentiment colors when multicolor is on.
Show labels	Show a label under each option. Always on for text style; optional for emoji style.
Scale labels	Text for each active point (for example “Very Unsatisfied” through “Very Satisfied” on a 5-point scale). Editable per language.
Next button label	Continue button text (per language when translations are enabled).
Show question title	Toggle title visibility.
Text alignment	Alignment for title and description.
Slug	Stable identifier for integrations or exports.

Custom emojis

Out of the box, each scale size uses a standard set of satisfaction faces—unhappy at the low end, happy at the high end. If those defaults do not match your brand or the moment you are measuring, turn on Custom emojis in the question settings.

Custom emojis only work when Display Style is Emoji. Switching to Text turns them off.

How to set them up

Add or edit a CSAT question and leave Display Style on Emoji.
Enable Custom emojis.
A preview strip appears with one emoji per scale point, ordered left to right from lowest to highest satisfaction.
Click a point in the strip to open the emoji picker. Pick a replacement from the available categories: Unhappy, Neutral, Happy, Gestures, Hearts, Symbols, and Celebration.
Repeat for any other points you want to change.

Each point gets its own emoji. The picker draws from a fixed CSAT palette—you cannot paste in arbitrary characters.

If you change the Scale size while custom emojis are on, Encatch keeps your picks for overlapping points and fills new slots with defaults. Turning Custom emojis off brings back the standard faces for that scale size.

Default emoji sets

When custom emojis are off, respondents see:

Scale	Default emojis (low → high)
2-point	😡 😄
3-point	😡 😐 😄
4-point	😡 😕 🙂 😄
5-point	😡 😕 😐 🙂 😄

Custom emojis change how the question looks—they do not change the score itself, which is still a number from 1 through N on an N-point scale.

Viewing responses

CSAT responses appear in the Response Summary for your form. You can view distribution across the scale, filter by time period or segment, and track trends over time.