Survey Template15 questions~5-7 minutes

Customer Satisfaction Survey Template: Questions & Best Practices

A well-designed customer satisfaction survey helps you understand how customers perceive your product or service. This template includes proven questions to measure overall satisfaction, identify pain points, and uncover opportunities for improvement.

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Questions

5-7 minutes

To Complete

Closed Questions

Open Questions

Sample Questions Included

Multiple ChoiceCore CSAT metric - measures overall satisfaction

Overall, how satisfied are you with [Product/Service]?

Very DissatisfiedDissatisfiedNeutralSatisfiedVery Satisfied

Multiple ChoiceMeasures product-need fit

How well does [Product/Service] meet your needs?

Not at allSlightlyModeratelyVery wellExtremely well

Multiple ChoiceAssesses perceived quality

How would you rate the quality of [Product/Service]?

Very PoorPoorAverageGoodExcellent

Multiple ChoiceMeasures price-value perception

How would you rate the value for money of [Product/Service]?

Very PoorPoorAverageGoodExcellent

Multiple ChoicePredicts repeat purchase behavior

How likely are you to purchase from us again?

Very UnlikelyUnlikelyNeutralLikelyVery Likely

Multiple ChoiceNPS question for loyalty measurement

How likely are you to recommend us to a friend or colleague? (0-10)

012345678910

Open-EndedIdentifies strengths and positive differentiators

What do you like most about [Product/Service]?

Open-EndedUncovers specific improvement opportunities

What could we improve?

When to Use This Template

Post-purchase feedback collection

Periodic relationship health checks

Service quality monitoring

Product improvement prioritization

Customer retention risk identification

Best Practices

1.Send within 24-48 hours of interaction while experience is fresh
2.Keep the survey under 5 minutes to maximize completion
3.Include at least one open-ended question for qualitative insights
4.Segment results by customer type, product, or service channel
5.Close the loop by acting on feedback and communicating changes

Industries Using This Template

E-commerceSaaSRetailHospitalityHealthcareFinancial Services

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Frequently Asked Questions

For transactional surveys, after each significant interaction. For relationship surveys, quarterly or semi-annually. Avoid surveying the same customer more than once per quarter.

CSAT scores above 80% (top-2 box) are generally considered good. Compare to your industry benchmarks and track trends over time.

Related Resources

Guide