Use this workflow to automatically aggregate CSAT ratings submitted through a form into project fields. This helps you track the total CSAT score and number of responses without manually updating project fields.

This setup uses:

• Two project-level custom fields.
• One form template for CSAT ratings.
• One project template task with the CSAT form attached.
• One template-level automation on the CSAT form task, with condition blocks for ratings 1 to 5.

Create required custom fields

Start by creating two project-level custom fields. These fields store the running total of CSAT ratings and the number of responses received.

1. Go to Settings > Project Fields.
2. Create a Number type project field named Cumulative CSAT Score.
3. Create a Number type project field named Number of CSAT Responses.

Create the CSAT form template

Next, create a CSAT form template that captures the customer’s rating.

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

Add the CSAT form as a task

Add the CSAT form to a task in your project template. This ensures every project created from the template includes the CSAT form task.

1. Go to Templates > Project Templates.
2. Open the relevant project template.
3. Add a task, for example CSAT Feedback Form.
4. Attach the CSAT form template to this task.
5. Save the project template.

Update cumulative CSAT score

Configure this automation 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. Set the trigger as New form response received.

Next, add condition and action blocks for each rating value.

Rating = 1

Add a condition block for the rating question:

Add an action block to update the cumulative score:

Repeat the same structure for each rating 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.

Increment number of CSAT responses

After the rating-based condition blocks, add one final action to increase the response count.

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

Result

Every time a CSAT form response is submitted:

• The selected rating is added to Cumulative CSAT Score.
• Number of CSAT Responses is incremented by 1.
• The project always shows the latest CSAT total and response count.

You can use these fields to calculate the average CSAT score: