Customer satisfaction survey

Make the best customer satisfaction survey to master your market

Businesses can use a customer satisfaction survey template to measure how pleased their clients are with their products or services. Customers can often respond to a series of questions in the survey, giving the company insightful feedback.

The survey's objectives are to evaluate overall customer satisfaction and pinpoint areas where the company may make improvements.

To suit the requirements of the company, the customer satisfaction survey template can be customized. It may cover inquiries about specific products or services, the quality of the customer support received, the entire purchasing experience, and other topics.

The survey can be sent by social media, pop-up windows on the company website, or email.

Who is it for?

This customer satisfaction survey template is useful for businesses that want to improve their customer satisfaction levels, increase customer loyalty, and stay ahead of their competitors. Businesses of all sizes and industries can use it.

Types of customer satisfaction survey questions 

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS®)
• Customer Effort Score (CES)
• Open-ended questions (Open text feedback question)
• Action/ follow-up questions

Features used in this template: 

- Multi-step form
- CSAT field
- Single-choice field
- Answer piping
- Score 0-10 field
- Long Text field (open-ended question)

Add answer piping to create interactive and personalized forms. 

You can use conditional logic to show only relevant questions to users depending on their previous answers.

The “Design” tab of your form’s editor page gives you lots of opportunities to customize your form’s design. For example, you can change font and color, add background images, add your logo, or even customize the text on the buttons and messages.

Watch this video to see how to customize your form to the next level.

Get notified every time a new response is submitted and send custom emails to your users to match your brand.

Best customer satisfaction survey questions

Properly constructed customer satisfaction surveys and questionnaires provide the insights that are the foundation for benchmarking customer happiness.

Depending on what customer metrics you intend to use, it will determine what type of survey questions you need to ask your customers. First, ask for an overall company rating, allow for text-based feedback, and don't forget to check the mobile optimization.

Below are some of the common questions:

1. How satisfied are you with our product/service?
2. How often do you use our products/services?
3. How easy do you find our products/our services to use?
4. Do our products/services provide value for money?
5. Are there any features that you would like to see in our products/services?
6. What problem are you trying to solve by using our products/our services?
7. How likely are you to recommend our product/service to others?
8. Rate your satisfaction with our team in resolving your issue.
9. How likely are you to purchase again from us?
10. How likely are you to return to our website?
11. In your own words, describe how you feel about our product/service here.
12. Where did you first hear about us?
13. How can we improve our product offerings?

Don’t

• Ask "double-barrel" questions; which cover a number of topics but only permit one answer. They are perplexing to the respondent, and you won't receive accurate results because you won't know which question they are responding to.
• Too many questions; The majority of CSAT surveys should include no more than ten items. Long surveys won't be finished by people.
• Use internal or industry language; Respondents may not be able to understand each question clearly and without hesitation if you use internal or industry jargon.

When you’re ready to publish your form, you can add it to your website as an iframe, script, widget, or chatbot. Or send the form URL directly to users.

After publishing your survey and start gathering your customer feedback, you can organize this data in one place by creating instant reports. Build tables, charts, and boards to keep track of your data.

Do you want to delve deeper into customer insights and generate customers who are loyal and satisfied?

See other customer feedback surveys in our template gallery.