Transactional Survey

Transactional surveys are sent immediately after a specific customer interaction or event. They capture feedback while the experience is fresh in the customer’s mind, providing precise, actionable data about that particular touchpoint.

Common triggers for transactional surveys include completing a purchase, closing a support ticket, finishing an onboarding step, using a new feature, or receiving a delivery. The timing is critical—sending the survey too late reduces both response rates and data accuracy.

Transactional surveys typically use metrics like CSAT ("How satisfied were you with this interaction?") or CES ("How easy was it to resolve your issue?"). They are usually short—one or two questions—to maximize completion rates.

The strength of transactional surveys lies in their specificity. Unlike relational surveys that capture overall sentiment, transactional surveys pinpoint exactly which interaction succeeded or failed. This makes them ideal for continuous improvement of specific processes and touchpoints.