Use this workflow to automatically aggregate CSAT ratings (1 to 5) submitted via a form into project fields, so you can track total score and number of responses without manual updates.

This setup follows the same step structure as the weekly reminder automation article.

This setup uses:

• Three project level custom fields
• One form template (CSAT rating form)
• One project template task (with the CSAT form attached)
• Template level automation on the CSAT form task (with 1–5 condition blocks)

Step 1: Create Required Custom Fields

1. Go to Settings → Project Fields.
2. Create a Number type project field:
   • Field name: Cumulative CSAT Score
3. Create a Number type project field:
   • Field name: Number of CSAT Responses

These fields store the running total of ratings and how many responses you’ve received.

Step 2: Create the CSAT Form Template

1. Go to Templates → Form Templates.
2. Create (or open) your CSAT form template.
3. Add a question:
   • Question text: How would you rate your experience?
   • Field type: Single Select
   • Options: 1, 2, 3, 4, 5
4. Save the form template.

Step 3: Add the CSAT Form as a Task in the Project Template

1. Go to Templates → Project Templates.
2. Open the relevant project template.
3. Add a task (example name: CSAT Feedback Form).
4. Attach the CSAT Form Template to this task.
5. Save the project template.

This ensures every project created from this template includes the CSAT form task.

Step 4: Add Automation to Update Cumulative CSAT Score

Configure this on the CSAT form task inside the project template.

1. Select the CSAT form task in the project template.
2. In the right-side panel, go to the Automations tab.
3. Click Create automation.
4. Configure the trigger:
   • Trigger: New form response received

Now add condition + action blocks for each rating value.

Rating = 1

• Condition
  • Question: How would you rate your experience?
  • Condition: Exactly equals
  • Value: 1
• Action
  • Action: Update project field
  • Field to update: Cumulative CSAT Score
  • Update type: Add value
  • Value: 1

Repeat the same structure for each value:

• If rating = 2, add 2 to Cumulative CSAT Score
• If rating = 3, add 3 to Cumulative CSAT Score
• If rating = 4, add 4 to Cumulative CSAT Score
• If rating = 5, add 5 to Cumulative CSAT Score

Important: Use Add value (not Replace value). This keeps a running total instead of overwriting the score.

Step 5: Increment the Number of CSAT Responses

After the rating-based condition blocks, add one final action:

• Action
  • Action: Update project field
  • Field to update: Number of CSAT Responses
  • Update type: Add value
  • Value: 1

This ensures every new form response increases the response count by 1.