How to Create CSAT Forms Click on the chat option from the settings list. Once you click on chat, go to the CSAT forms link and click on it. After clicking on CSAT form, click on "Add Another Form". Add a unique name for the form in the placeholder (Form 2) for easy recall. Add CSAT description. Add the department for which you want to collect the feedback. For CSAT calculations, click on the question settings, then click on the "Use the CSAT calculation" toggle. Add follow-up questions for the CSAT: Under the label, click on the clickable text "Set up a follow-up question based on the rating". Select the options (multi-select) for which the follow-up questions need to be shown, under "Select ratings to show the follow-up question". Enter the title in the "Enter a title here" placeholder. To make the follow-up question mandatory, go to settings in the following question and click on the mandatory toggle button. Write the number of ratings for which you want the question to appear and enter the number of ratings (it will change based on the rating type/label chosen before). To use and save the CSAT comments, switch on the "Use this for CSAT comments" toggle. Note: If you have not designed a CSAT form or turned off the CSAT form, the default CSAT form will be used. CSAT is calculated as: Total number of answers / Total number of questions * 100. No linking in the CSAT form, all fields are independent of each other.