50+ Customer Satisfaction Survey Questions & Examples (2026 Guide)

Have you ever seen a customer satisfaction score that looks great on paper—but feels completely disconnected from reality?

That’s more common than most teams admit.

Many companies run customer satisfaction surveys regularly. They track CSAT, celebrate high scores, and assume customers are happy. Yet churn still creeps up, support tickets pile on, and renewals quietly slip away.

The problem usually isn’t surveying customers.
It’s asking the wrong customer satisfaction survey questions.

This guide fixes that. 

Inside, you’ll find 50+ proven customer satisfaction survey questions, along with practical guidance on when to ask them, and what to do next. Whether you’re collecting feedback after a support interaction, a product update, or an onboarding flow, these questions will help you measure satisfaction accurately—and act on it confidently.

What are Customer Satisfaction Surveys?

Customer satisfaction surveys are strategically designed questionnaires that measure how happy your customers are with your product, service, or overall experience. Simply put, surveys designed to know how satisfied are your customers. 

These aren't just random questions thrown together for a survey. They're structured to collect specific feedback on experiences, services, interactions, and your brand's overall performance.

And yes, they do way more than just measure happiness. Here's what a good customer satisfaction survey helps you accomplish all these mentioned below:

• Understand customer perception of your brand
• Find areas for product/service improvement
• Enhance customer loyalty and emotional connection
• Boost retention and reduce churn
• Increase customer lifetime value through better experiences
• Catch problems before they escalate into public complaints

The key is knowing which questions to ask for your specific goals. And timing? 

That matters more than most companies realize.

Why Customer Satisfaction Surveys Matter More Than Ever

Acquiring a new customer costs 5-25 times more than keeping an existing one. That's from Harvard Business Review, and it's not a small difference.

Here's what else the data tells us:

• 96% of unhappy customers don't complain, about 91% will simply leave and never come back
• Happy customers who get their issues resolved tell 4-6 people about their positive experience 

These mentioned here aren’t merely just interesting statistics, they are the reason why measuring customer satisfaction scores has become so essential for growing businesses.

50+ Must-Ask Customer Satisfaction Survey Questions

Unfortunately, not all survey questions are created equal. So we've analyzed hundreds and hundreds of customer satisfaction surveys to identify the 50+ questions that consistently deliver actionable insights.

We've organized these into categories so you can quickly find questions relevant to your business type and survey goals.

A. General Customer Satisfaction Questions

1. How satisfied are you with your overall experience?

This question is designed to measure overall satisfaction. The score provides a clear and concise snapshot of how the customer feels about their experience, making it easier to track trends and patterns.

When to Ask? The ideal time to ask this is immediately after a key interaction such as right after completing a purchase, when the experience is still fresh in the minds of customers.

Red Flag: If a customer repeatedly provides a score of 6 or lower, assess the recurring pain point and resolve it immediately.

2. On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague? (NPS)

This question assesses customer loyalty. Depending on the score provided, customers are categorized as:

• Promoters (9-10)
• Passives (7-8)
• Detractors (0-6)

When to Ask? Ask this question after a major milestone, such as completing a service. Make sure the customers have had enough experience to provide an informed answer.

A high NPS score indicates strong loyalty, which often correlates with repeat business and referrals.

3. What did you like most about our product/service?

These are typically open-ended questions to collect customer perspectives about your product/service. Such detailed feedback can provide deeper insights into why customers appreciate it.

When to Ask? Preferably after a positive interaction or successful purchase, when customers are likely to be reflective and appreciative. For instance, if a customer consistently mentions fast shipping as a highlight, emphasize it in your marketing.

NOTE: Knowing what resonates with your customers can significantly help with your marketing efforts. By highlighting the aspects that customers love, you can optimize marketing campaigns and sales pitches.

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4. What could we improve about our product/service?

This is an open-ended question focused on constructive criticism. The question encourages customers to pinpoint areas that need improvement.

When to Ask? Typically asked towards the end of a survey or feedback session. By addressing the concerns shared by customers, you can improve overall satisfaction.

Example: If multiple customers suggest clearer instructions for product assembly, create user guides or instructional videos.

5. Did our product/service meet your expectations? Why or why not?

Why or why not? Meeting customer expectations is like the best thing that could happen to a product. This is why asking these types of questions is important. If you didn't know - meeting expectations would mean satisfied customers.

When to Ask? Preferably after the customer has used your product or service for a reasonable period, allowing them to evaluate its performance.

Follow-up strategy: If "No": Ask "What would have made it meet your expectations?" to gather actionable feedback.

6. How satisfied were you with the resolution of your issue?

If you want to understand how effective your customer support has been, ask customers this question. This measures how satisfied customers are with the support you provide.

When to Ask? The best time to ask is immediately after resolving a customer query or issue. The key is to collect information while it is still fresh in their minds.

7. Was it easy to find what you were looking for?

This question evaluates the usability of your platform or website. The primary focus is on the ease of navigation and access to information. The answers to this question help you identify usability issues that may be causing frustration.

When to Ask? For e-commerce stores, it's best to ask after a browsing session, whether or not it resulted in a purchase, or after the customer interacts with a feature like search.

Website usability metrics: Track alongside time on site, bounce rate, and pages per session to get a complete usability picture.

8. What made you choose us over competitors?

If you want to gain a competitive advantage, you need to understand what makes you unique. This helps you understand the reasons why customers choose your brand over the others. With this, you can refine your unique selling proposition (USP) and focus on what sets you apart in the market.

When to Ask? Ideally, after a purchase or during a loyalty survey to capture reflective insights.

Competitive intelligence: Use this data you get to strengthen your positioning, inform your marketing messages, and understand which competitor weaknesses you're capitalizing on.

9. Was our pricing fair for the value provided?

Pricing is a key factor that customers consider before purchasing. This question evaluates customer perceptions of value-for-money. If customers frequently indicate pricing is too high, consider adjusting it or communicating value more effectively to justify it.

When to Ask? Ask immediately after a purchase. This ensures that customers have had time to assess the product or service.

Pricing perception framework:

Customer responses indicate:

• "Too expensive" → Improve value communication or add features
• "Fair price" → You're positioned well
• "Great value" → You might be underpriced (opportunity to increase)

10. Do you feel we value your business?

Ask this question to measure the emotional connection and whether customers feel appreciated. Customers who feel undervalued often leave for competitors.

When to Ask? The best time to ask is during major milestones in the customer lifecycle. For instance, after a significant purchase or on the anniversary of becoming a customer.

Building emotional connection:

Ways to show value:

• Personalized thank-you messages
• Exclusive offers for loyal customers
• Priority support access
• Early access to new features

11. Do you have any additional feedback for us?

These are questions used to collect insights that may not be covered by structured questions. Open-ended questions are suitable here because they offer customers the freedom to express their thoughts.

When to Ask? At the end of any survey, to allow customers to share unique thoughts.

Pro Tip: Use text analytics to identify common themes in "additional feedback" responses. Often, the most valuable insights come from unprompted comments.

12. Did our product/service solve your problem?

This question isn't just about metrics; it's about understanding whether you've made a real difference in someone's life. Did you ease a frustration, solve a challenge, or provide relief? This feedback can be transformative for shaping your offerings.

When to Ask? Ask this question after customers have had time to use your product or service, such as following a support interaction or after the end of a trial period. By asking when the experience is still fresh, you can gather honest, meaningful insights.

Problem-solution fit metric: This is your "job to be done" metric. If fewer than 80% say "yes," your product may not be solving the core problem customers hired it for.

13. What stopped you from completing your purchase?

This question gets to the heart of hesitation. Was it confusion, frustration, or something external? Understanding this moment of friction can reveal opportunities to guide potential customers toward confidence and trust.

When to Ask? Ideally, ask immediately after a cart is abandoned or when someone exits your site without completing a purchase. Timing matters—catch them before they forget what held them back.

Common abandonment reasons:

• Unexpected costs (shipping, taxes) - 48%
• Required account creation - 24%
• Long/complicated checkout - 18%
• Website errors/crashes - 17%
• Lack of payment options - 12%

Example: Someone responds, "I wasn't sure if the product would fit my needs." That's your sign to improve product descriptions or add a live chat feature.

14. How would you rate your interaction with our team?

This question is about the personal connections your team creates. Did your customers feel heard, valued, and respected? Great customer service isn't just functional; it's about leaving people with a positive emotional experience.

When to Ask? Ask immediately after the interaction, whether it's with support, sales, or anyone else on your team. Timing is everything when capturing how someone felt about their experience.

Team performance benchmarks:

Service interaction ratings:

• 4.5+/5 = World-class service
• 4.0-4.4 = Good service
• 3.5-3.9 = Needs improvement
• Below 3.5 = Critical service issues

15. How did you hear about us?

This isn't just a data point; it's the beginning of your story with a customer. Did a friend rave about you? Did they stumble upon you while scrolling Instagram at midnight? Knowing this helps you refine your message to show up where it matters most.

When to Ask? Include this question during sign-ups, purchases, or welcome surveys when your customer is just starting to interact with you. It sets the tone for how you communicate going forward.

Attribution tracking:

Common sources to track:

• Social media (specify platform)
• Search engines (Google, Bing)
• Word of mouth/referral
• Online advertising
• Blog/content marketing
• Email marketing
• Review sites
• Other (specify)

Example: If someone shares, "I saw an influencer use your product, and it seemed authentic," it's your sign to invest more in influencer collaborations.

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B. Product Satisfaction Questions

Use these questions to evaluate how customers feel about your product's features, quality, and value.

16. How would you rate the quality of our product? 
Scale: 1 (Very Poor) to 5 (Excellent)

17. Which features do you use most frequently? 
Multiple choice with product feature options

18. Are there any features you find confusing or difficult to use? 
Open-ended

19. What features would you like to see added in the future? 
Open-ended

20. How well does our product integrate with your existing tools/workflow? 
Scale: 1 (Not at all) to 5 (Perfectly)

21. How reliable is our product? (Does it work consistently without errors?) 
Scale: 1 (Very Unreliable) to 5 (Very Reliable)

22. Would you purchase this product again? 
Yes / No / Maybe

23. How does our product compare to competitors you've tried? 
Much worse / Worse / About the same / Better / Much better / Haven't tried competitors

24. What problem does our product solve for you? 
Open-ended

25. How long did it take you to see value from our product? 
Immediately / Within a week / Within a month / Still haven't / No longer using it

C. Service Satisfaction Questions

Use these to measure customer satisfaction with your service delivery, support, and overall service experience.

26. How quickly was your issue resolved? 
Much slower than expected / Slower / As expected / Faster / Much faster

27. How knowledgeable was our support team? 
Scale: 1 (Not knowledgeable) to 5 (Very knowledgeable)

28. How friendly and professional was our team? 
Scale: 1 (Unprofessional) to 5 (Very professional)

29. Did our team understand your issue on the first contact? 
Yes / No / Partially

30. How many times did you need to contact us before your issue was resolved? 
Once / 2-3 times / 4-5 times / More than 5 times

31. Were you kept informed throughout the resolution process? 
Yes, always / Sometimes / Rarely / No

32. How satisfied are you with our response time? 
Scale: 1 (Very dissatisfied) to 5 (Very satisfied)

33. What communication channel do you prefer for customer support? 
Phone / Email / Live chat / Social media / Self-service

34. Was your issue completely resolved? 
Yes / No / Partially

35. How likely are you to contact our support again if needed? 
Scale: 0 (Not at all likely) to 10 (Extremely likely)

D. Website/App Experience Questions

Use these for digital experience feedback which is crucial for e-commerce and SaaS businesses.

36. How would you rate the overall design and appearance of our website/app? 
Scale: 1 (Very poor) to 5 (Excellent)

37. How easy was it to navigate our website/app? 
Very difficult / Difficult / Neutral / Easy / Very easy

38. Did you encounter any technical issues while using our website/app? 
Yes (describe) / No

39. How fast did our website/app load? 
Very slow / Slow / Average / Fast / Very fast

40. Was the checkout process smooth and intuitive? 
Yes / No / Had some issues

41. How mobile-friendly is our website/app? 
Poor / Fair / Good / Very good / Excellent

42. Did our search function help you find what you needed? 
Yes / No / Didn't use search

43. How clear and helpful was the product information provided? 
Scale: 1 (Not helpful) to 5 (Very helpful)

44. Would you recommend improvements to our website/app? If yes, what? 
Open-ended

45. How does our website/app compare to competitors? 
Much worse / Worse / About the same / Better / Much better

E. Industry-Specific Questions

Tailor your surveys to your specific industry for more relevant insights.

Healthcare

46. How satisfied were you with the cleanliness of our facility? 
Scale: 1-5

47. Did our staff explain your treatment options clearly? 
Yes / Somewhat / No

48. How comfortable did you feel during your visit? 
Very uncomfortable / Uncomfortable / Neutral / Comfortable / Very comfortable

49. How likely are you to recommend our practice to friends or family? 
Scale: 0-10 (NPS)

50. Was your appointment scheduled in a timely manner? 
Yes / No / Had to wait too long

E-commerce

51. How would you rate the ease of finding products on our website? 
Very difficult / Difficult / Neutral / Easy / Very easy

52. Was the checkout process smooth and hassle-free? 
Yes / No / Had some issues

53. How satisfied were you with the packaging of your order?
Scale: 1-5

54. Did your order arrive on time? 
Yes / No / Earlier than expected

55. How accurate was the product description compared to what you received? 
Not accurate / Somewhat accurate / Very accurate

Financial Services

56. How clearly did we explain fees and charges? 
Very unclear / Unclear / Neutral / Clear / Very clear

57. How secure do you feel your financial information is with us? 
Not secure / Somewhat secure / Very secure

58. How satisfied are you with our online banking platform? 
Scale: 1-5

59. How accessible is our customer service when you need assistance? 
Very difficult / Difficult / Neutral / Easy / Very easy

60. Would you recommend our financial services to others? 
Scale: 0-10 (NPS)

Hospitality (Hotels/Restaurants)

61. How would you rate the cleanliness of our establishment? 
Scale: 1-5

62. How satisfied were you with the quality of food/amenities? 
Scale: 1-5

63. Was our staff attentive and friendly? 
Yes / Somewhat / No

64. How was the value for the price you paid? 
Poor value / Fair value / Good value / Excellent value

65. Would you visit us again? 
Definitely / Probably / Maybe / Probably not / Definitely not

How to Calculate Customer Satisfaction Score (CSAT)

Having all the questions you need to ask is a great start, you also need to understand how CSAT works and how to interpret your scores.

What is CSAT?

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with your product, service, or a specific interaction.

CSAT is typically measured by asking: "How satisfied were you with [experience]?"

Response options:

• 1 = Very Dissatisfied
• 2 = Dissatisfied
• 3 = Neutral
• 4 = Satisfied
• 5 = Very Satisfied

So How to Calculate CSAT?

The CSAT formula:

CSAT = (Number of satisfied customers ÷ Total number of responses) × 100

Step-by-step:

1. Count satisfied responses (typically scores of 4 and 5 out of 5)
2. Divide by total responses (all survey respondents)
3. Multiply by 100 to get a percentage

Example:

You have 100 survey responses. From which 75 customers rated 4 or 5 (satisfied/very satisfied)

So here’s how you use the formula: 

CSAT = (75 ÷ 100) × 100 = 75% CSAT score

Check out our guide on what a good CSAT score means and the benefits measuring CSAT.

5 Types of Customer Satisfaction Survey Questions

The following are six main types of survey questions you should ask in a customer satisfaction survey. Let's have a look at it.

1. Net Promoter Score (NPS) Questions

NPS questions measure how likely customers are to recommend your product or service to others on a scale of 0 to 10. The main purpose of using this question is to assess your customers' loyalty and satisfaction levels.

Furthermore, depending on the score provided by the customers can be differentiated into three categories. They are promoters, detractors, and passives.

Question Example: "On a scale of 0-10, How likely are you to recommend us to a friend or colleague?"

When to use it? After major customer interactions, product/service purchases, or quarterly reviews.

2. Overall Customer Satisfaction Questions

These questions evaluate a customer’s general happiness with your product or service on a scale or in descriptive terms. They are useful for calculating average CSAT scores and identifying trends.

Question Example: "How satisfied are you with the competency of our customer support?" 

When to use it? After a purchase or interaction to gauge immediate satisfaction.

3. Open-Ended Questions

These questions allow customers to share feedback in their own words, offering detailed and personalized insights. You can use these to get unfiltered customer opinions, which are more detailed and specific.

Question Example: "If there was one new feature you could suggest, what would it be and why?"

When to use it? To gather suggestions, identify pain points, or explore customer expectations.

4. Yes or No Questions

These binary questions give customers a simple choice to express agreement, satisfaction, or confirmation.

Question Example: "Did our product meet your expectations?"

When to use it? When you need clear, actionable answers to specific questions.

5. Multiple Choice Questions

MCQ questions offer predefined options for customers to choose from. This way it will be easier for categorization of feedback.

Question Example: "What was the main reason for your visit today?"

• Product Purchase
• Service Inquiry
• General Information
• Other

When to use it? When you want structured feedback on specific topics like reasons for dissatisfaction or feature preferences. 

If you're having trouble creating structured survey questions, try SurveySparrow AI. Simply add a prompt, and the tool will generate a complete survey for you. 

The feature is available with the free version, so feel free to try it out.

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Customer Satisfaction Questionnaire Templates

For those who want to get ready-to-use templates for your satisfaction surveys, here are some from the SurveySparrow template library. 

Each one is designed for a specific need, so you get the most useful insights.

1. General Customer Satisfaction Survey Template

Who can use this? Any business, big or small, like shops, online stores, hotels, or service providers.

When to use this? After a customer makes a purchase, gets help from support, or visits your website. You can also use it regularly, like every three or six months, to track satisfaction.

General Customer Satisfaction Survey

Use This Template

This template helps you measure how happy your customers are with your business. It covers questions about their overall experience, what they like, and what you can do better. Use this to improve customer loyalty and service quality.

2. Restaurant Customer Feedback Template

Who can use this? Restaurants, cafes, food delivery services, and food trucks.

When to use this? After a customer dines in, orders delivery, or attends an event at your restaurant.

Restaurant Customer Feedback Survey

Use This Template

This template is great for getting feedback about your restaurant. It asks about food quality, service, and atmosphere so you can see what your customers love and what needs improvement.

3. Product Satisfaction Survey Template

Who can use this? Product teams, marketers, or anyone responsible for creating or improving products.

When to use this? After launching a new product, during testing, or when planning updates.

Product Satisfaction Survey

Use This Template

If you’re launching a new product or want to improve an existing one, this template can help. It includes questions about how easy the product is to use, its features, and whether customers think it’s worth the price.

4. Client Satisfaction Survey Template

Who can use this? Agencies, consultants, and any business that provides services to other businesses.

When to use this? After finishing a project, at key milestones, or during regular check-ins with clients.

Client Satisfaction Survey

Use This Template

This template helps you understand how happy your clients are with your services. It includes questions about your communication, the results you delivered, and how you can do better.

5. Vendor Satisfaction Survey Template

Who can use this? Businesses that work with suppliers, contractors, or other partners.

When to use this? After completing a project, during regular vendor reviews, or before renewing contracts.

Vendor Satisfaction Survey

Use This Template

Use this template to see how well your vendors are performing. It asks about things like on-time delivery, quality of products or services, and communication.

When to Send Customer Satisfaction Surveys

Timing is everything. Send surveys too early and customers don't have enough experience to provide meaningful feedback. Send too late and details are forgotten and not accurate to get the exact experience..

Here's rule of thumb on when to survey for maximum response rates and quality feedback:

Survey Timing by Type

Key Timing Principles

1. Strike While the Iron is Hot 

Survey immediately after key interactions when details are fresh. For support interactions, send surveys within minutes of issue resolution.

2. Allow Time for Experience 

For product satisfaction, wait until customers have had time to actually use the product. 7-14 days is ideal for most products.

3. Avoid Survey Fatigue 

Don't survey the same customer more than once per quarter unless they've had a significant new interaction.

4. Consider Business Cycles

• B2B: Avoid end-of-quarter when customers are busy
• Retail: Avoid major holidays when inboxes are flooded
• Any industry: Avoid Mondays and Fridays

5. Test and Optimize 

Run A/B tests on send times. You might find your audience responds better at specific times of day or days of the week.

Best Practices for Customer Satisfaction Surveys

Getting quality responses isn't just about the questions you ask…it’s about survey design, timing, and distribution and each of it matters just as much.

The key principles? Keep surveys under 5 minutes, design mobile-first (60%+ of responses come from phones), avoid biased or double-barreled questions, and always close the feedback loop with respondents.

Check out our comprehensive Survey Best Practices Guide for the complete playbook on maximizing response rates and getting quality data, including when to use incentives, how to make surveys engaging, and the optimal timing for sending surveys.

Related reading:How to Increase Survey Response Rates

How to Create Compelling CSAT Surveys

Crafting a CSAT survey is pretty much an art that requires precision and patience. But with tools like SurveySparrow, the art and the artist merge with elegance.

Now, let me walk you through it briefly. 

Creating surveys is simple with SurveySparrow: 

1. Choose your starting point (scratch, template, or AI-generated) 

2. Customize questions and branding

   

3. Integrate with your tools (Mailchimp, Salesforce, Slack, etc.)
4. Share via email, SMS, WhatsApp, social media, or QR code
5. Analyze results with AI-powered CogniVue for instant sentiment analysis

The hard part isn't getting feedback, it's making sense of it. SurveySparrow handles both for you. Sign up for free and turn customer opinions into action today.