Free Customer Satisfaction Survey Template

What is a customer satisfaction survey?

A customer satisfaction survey is a set of questions used to measure how well your product, service, or overall experience meets customer expectations. It gives you a direct way to understand what customers think and how they feel about their experience with your business.

Customer satisfaction surveys can help you identify dissatisfaction, understand customer needs, and find areas that may affect retention.

They can reveal:

1. What customers value
2. Where they're facing problems
3. How they feel about your customer support
4. What you can improve

This template gives you a ready-made starting point with questions covering product quality, product usage, customer support, brand perception, loyalty, and areas for improvement. You can adapt the questions, answer options, rating scales, and survey design to fit your business.

Questions included in this template

The questions in this survey template are based on a hypothetical earphone manufacturing company. We created this example to show how a customer satisfaction survey can look in practice when it's customized for a specific product and brand.

Here are the questions included in the sample survey:

1. What are the top reasons that made you choose us?
2. How often do you use our product?
3. How would you rate the quality of our product?
4. Did you face any problems while using our product?
5. Have you contacted our customer support?
6. How satisfied are you with the competency of our customer support?
7. Off the top of your head, what are three words you'd use to describe us?
8. What's the best feature of our product?
9. How likely are you to recommend us to a friend or colleague?
10. How likely are you to purchase from us again?
11. If there was one new feature you could suggest, what would it be and why?

These questions cover different parts of the customer experience, from product usage and quality to customer support, brand perception, loyalty, and product improvement.

Check out the template below to see how these questions can come together in a more standard customer satisfaction survey.

A standard customer satisfaction survey template for any business

The template above uses an earphone brand to show how a customer satisfaction survey can be customized for a specific product and customer experience.

If you need a more general starting point, you can adapt the following customer satisfaction survey questions to suit almost any product, service, or industry:

1. How satisfied are you with your overall experience?
2. How would you rate the quality of our product or service?
3. How easy was it to get what you needed from us?
4. How satisfied are you with the support you received?
5. How likely are you to recommend us to a friend or colleague?
6. How likely are you to purchase from us again?
7. What did we do well?
8. What could we do better?
9. Is there anything else you would like to share with us?

Together, these questions cover several important areas of customer experience, including overall satisfaction, product or service quality, customer effort, support, loyalty, and areas for improvement.

The rating questions give you measurable data that you can track over time, while the open-ended questions give customers an opportunity to explain their experience in their own words.

You don't need to use all nine questions in every survey. Choose the questions that match the experience you're trying to measure and keep the survey focused. A shorter, more relevant survey is often easier for customers to complete.

When to send a customer satisfaction survey?

The right time to send a customer satisfaction survey depends on the experience you want to measure. In most cases, you should ask for feedback when the interaction is still fresh in the customer's mind.

1. Send the survey immediately after a customer interaction

Sending a customer satisfaction survey soon after an interaction makes it easier for customers to remember what happened and give relevant feedback.

You can send a survey after:

• An in-store purchase
• A delivery
• A customer support interaction through web, app, email, or chat
• An appointment or service
• Customer onboarding

For example, if you want to measure how satisfied customers were with a support interaction, send the survey after the issue has been resolved rather than several days later.

However, timing isn't the only consideration. You also need to avoid asking customers for feedback too often.

2. Avoid sending surveys too frequently

Even well-designed surveys can become a burden if customers receive them after every interaction. Too many survey requests can lead to survey fatigue, causing customers to ignore surveys or put less effort into their responses.

A better approach is to create a balanced survey schedule based on the type of feedback you want to collect.

For example:

1. Send relational NPS surveys periodically. A quarterly or twice-yearly survey can help you understand how customers feel about their overall relationship with your brand.
2. Use transactional NPS surveys selectively. Send them after specific interactions or purchases when the feedback is relevant, rather than after every interaction.
3. Make surveys engaging and easy to complete. Keep questions focused and use an interactive format to make the experience less tedious.

Collect feedback at moments when it is useful without making customers feel like they're constantly being asked for it.

Tools such as SurveySparrow's SpotChecks can help you trigger surveys at specific points in the customer journey, making it easier to build a balanced survey schedule without overwhelming customers.

How to use this template?

Every business has different customers, products, and goals. Customize this template to measure the experiences that matter most to your business.

1. Click Use this template above.
2. Sign up for a free SurveySparrow account.
3. Customize the questions, branding, and theme to match your business
4. Set up your distribution (Email, link, embed, or in-app).
5. Responses start flowing in automatically, with real-time reporting available from your dashboard

The template is designed to give you a strong starting point, so you don't have to build your customer satisfaction survey from scratch. But, let's say if you really want to, you can use the AI survey feature to wing one in seconds.

Take a sneak peek of our AI survey generator.

Different kinds of customer satisfaction survey templates

The template above can also be adapted for different types of customer feedback, including product feedback, restaurant experiences, food quality, and SaaS user experiences.

Here are some customer satisfaction survey templates you can use as a starting point:

1. Customer feedback survey template

This customer feedback survey template helps you collect feedback about customers' experiences with a product or service. It covers areas such as product quality, customer service, pricing, and overall satisfaction. It also includes open-ended questions that give customers an opportunity to share additional feedback and suggestions.

Customer feedback survey template

2. Restaurant satisfaction survey template

This restaurant satisfaction survey helps restaurants collect feedback about the dining experience. It includes questions about food quality, staff service, restaurant cleanliness, atmosphere, and overall satisfaction.

Restaurant satisfaction survey template

3. Customer experience survey template

This customer experience survey template helps organizations collect feedback about customers' experiences with their products, services, or overall interactions with the organization.

The template can be customized based on the organization's goals and the type of experience it wants to measure. The feedback can then help identify areas for improvement and understand whether the experience is meeting customer expectations.

Customer experience survey template

4. Customer service feedback survey template

A customer service feedback survey helps businesses understand how customers feel about their interactions with the support team.

It can include questions about the helpfulness and knowledge of customer service representatives, response times, and overall satisfaction with the support experience.

Customer service feedback survey template

Measuring CSAT and understanding the feedback behind the score

Customer satisfaction surveys can help you calculate your Customer Satisfaction Score (CSAT) and understand what's driving the score.

The formula for calculating CSAT is:

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

For example: If 80 out of 100 respondents are satisfied:

CSAT = (80 ÷ 100) × 100 = 80%

SurveySparrow automatically calculates CSAT from survey responses and lets you view the distribution of positive, neutral, and negative responses. You can also use dashboards and reports to analyze your feedback.

The CSAT score gives you a measurable view of customer satisfaction. Open-ended responses add context by helping you understand why customers gave those ratings and what they want you to improve.

FAQs

1. What is a customer satisfaction survey?

A customer satisfaction survey is a questionnaire used to measure how satisfied customers are with a product, service, interaction, or overall experience.

2. What questions should I ask in a customer satisfaction survey?

Common questions measure overall satisfaction, product or service quality, customer support, likelihood to recommend, purchase intent, and areas for improvement. Open-ended questions can also help you understand why customers gave a particular rating.

3. How many questions should a customer satisfaction survey have?

Keep the survey focused on the information you need to collect. A shorter survey can make it easier for customers to complete and help reduce survey fatigue. The ideal number of questions depends on the experience you're measuring and the type of feedback you need.

4. Can I customize this customer satisfaction survey template?

Yes. You can customize the questions, answer options, rating scales, and survey design to match your business, brand, and the customer experience you're measuring.

5. What is the difference between CSAT and NPS?

CSAT measures how satisfied a customer is with a specific experience, interaction, product, or service. NPS measures how likely a customer is to recommend your business to others. They measure different aspects of the customer experience and can be used together to understand satisfaction and loyalty.

6. Is this customer satisfaction survey template free?

You can start with SurveySparrow's ready-made customer satisfaction survey template and customize it to fit your business and feedback goals. Check SurveySparrow's current plan and pricing details for information about available features and usage limits.