> For the complete documentation index, see [llms.txt](https://docs.userlane.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.userlane.com/intelligence/heart/happiness.md).
# Happiness
What the Happiness dimension measures, how the CSAT survey works, and when the dimension is ready to contribute to HEART.
Happiness is the HEART[^1] dimension that captures how users feel about an application. It is the only dimension based on direct user feedback rather than behavior. Userlane sends a standardized customer satisfaction (CSAT) survey automatically, with a fixed question and scale and nothing for you to configure.
## What Happiness measures
Happiness answers three questions about an application:
* How satisfied are users with it overall?
* Is satisfaction improving or declining over time?
* Which audiences are most or least satisfied?
The other four dimensions score what users do, how often, and how successfully. Happiness asks users directly and scores the answers.
The Happiness dimension detail in the HEART scorecard.
{% hint style="warning" %}
Net Promoter Score (NPS) surveys and standard surveys are separate and **do not feed** Happiness. Only the standardized CSAT survey described below contributes to the Happiness score.
{% endhint %}
## How the score is calculated
The Happiness score is the share of CSAT responses rated 4 or 5, out of all responses received, on a scale of 0 to 100.
When Happiness is inactive, for example because the application has not collected enough responses yet, HEART handles it as described in [How the score is calculated](/intelligence/heart.md#how-the-score-is-calculated).
## The CSAT survey
The CSAT survey is run by Userlane. It appears in the **Messages** tab of the Assistant, alongside announcements and other surveys. For how surveys are delivered and how to read results, see [Surveys](/intelligence/surveys.md).
The survey asks "How satisfied are you with this application?" on a 1-to-5 scale, from "Very dissatisfied" to "Very satisfied", with an optional comment. The question, scale, frequency, and translations are fixed.
The survey runs quarterly per application. Each quarter a portion of active users receive it, rotating through the user base so coverage spreads evenly and nobody is surveyed too often.
The survey only starts once the application has enough active users. Until then, no survey is sent and Happiness stays **Calibrating**.
The standardized CSAT survey as end users see it.
## Disabling CSAT
You can disable CSAT per application. When CSAT is disabled:
* No new surveys are sent for the application.
* Happiness is removed from HEART for that application.
* Data readiness[^2] moves to **Input Needed**.
Response history is kept. When you enable CSAT again, the survey resumes where it left off, without re-surveying users who were contacted recently.
## Relevant articles
{% content-ref url="/pages/TBF4QYHDMWQghy26u8xI" %}
[HEART](/intelligence/heart.md)
{% endcontent-ref %}
{% content-ref url="/pages/eZyCMoDQCbFnb6Z0c7g7" %}
[Surveys](/intelligence/surveys.md)
{% endcontent-ref %}
{% content-ref url="/pages/u9prdKFyiVHAh3Rcojqn" %}
[NPS: how to set up surveys that produce usable results](/best-practices/nps-how-to-set-up-surveys-that-produce-usable-results.md)
{% endcontent-ref %}
## FAQ
Does NPS affect the Happiness score?
No. NPS is a separate survey with its own analytics. Only the standardized CSAT survey feeds Happiness.
Can the CSAT question or scale be changed?
No. The question, scale, frequency, and translations are fixed.
How often is a user surveyed?
A few times a year at most, with several months between surveys.
What happens if the application does not have enough active users?
The survey does not start. Happiness stays **Calibrating** until the application reaches the required activity level.
What happens to survey data when CSAT is disabled?
Response history is kept. When CSAT is enabled again, the survey resumes without re-surveying users who were contacted recently.
Does the CSAT survey replace NPS?
No. NPS continues as a separate survey. CSAT feeds the Happiness dimension only.
[^1]: HEART is Userlane's five-dimension model for scoring how well an application works for the people using it, on a scale of 0 to 100.
[^2]: Data readiness shows whether a HEART dimension has enough data to produce a meaningful score. The three states are Ready, Calibrating, and Input Needed.
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