Customer Satisfaction Survey Template
A good customer satisfaction survey helps you understand more than whether customers are happy or unhappy. It can show you what they value, where they're facing problems, how they feel about your support, and what you can improve.
Our customer satisfaction survey template gives you a ready-made starting point with questions covering product quality, usage, customer support, brand perception, loyalty, and improvement opportunities. You can edit the questions, answer options, rating scales, and survey design to fit your business.
What's included in this template?
1. What are the top reasons that made you choose us?
Answer options: Features, Value for money, Ease of use, Quality of support
Find out what initially attracted customers to your business and which parts of your offering influence their decisions.
2. How often do you use our product?
Answer options: Almost every day, Once a week, Twice a week, Once a month, Twice a month
Understand usage frequency and use it as context when analyzing satisfaction and other feedback.
3. How would you rate the quality of our product?
Rating: 1–5 stars
Measure how customers perceive the quality of your core product or service.
4. Did you face any problems while using our product?
Answer type: Open-ended
Give customers an opportunity to describe problems, frustrations, or usability issues in their own words.
5. Have you contacted our customer support?
Answer options: Yes / No
Segment your feedback based on whether customers have interacted with your support team.
6. How satisfied are you with the competency of our customer support?
Rating: 1–10
Measure how effectively customers feel your support team understands and resolves their problems.
7. Off the top of your head, what are three words you'd use to describe us?
Answer type: Open-ended
Capture customers' unprompted perceptions of your brand.
8. What's the best feature of our product?
Answer options: Customizable
Identify the features customers value most and use those insights to inform product and marketing decisions.
9. How likely are you to recommend us to a friend or colleague?
Rating: 0–10
Measure customer loyalty and advocacy with an NPS-style question.
10. How likely are you to purchase from us again?
Rating: 0–10
Measure repurchase intent and identify customers who may be less likely to return.
11. If there was one new feature you could suggest, what would it be and why?
Answer type: Open-ended
Give customers a direct way to share product ideas and identify opportunities for improvement.
[Use This Customer Satisfaction Survey Template]
Why use a customer satisfaction survey?
Customer satisfaction surveys give you a structured way to collect feedback directly from the people who use your products or services.
Use the insights to:
- Measure customer satisfaction
- Identify recurring customer pain points
- Understand what customers value most
- Evaluate customer support experiences
- Discover product improvement opportunities
- Track customer loyalty and repurchase intent
- Identify trends in customer experience
When should you send a customer satisfaction survey?
The best time to ask for feedback depends on the experience you want to measure.
After a purchase
Find out whether customers are satisfied with their buying experience and the product they received.
After a customer support interaction
Measure how satisfied customers are with the support they received.
After onboarding
Understand whether new customers were able to get started successfully.
After a product interaction
Capture feedback while the experience is still fresh.
At regular intervals
Track customer satisfaction over time and identify changes in how customers feel about your business.
Customizing the customer satisfaction survey template
Every business has different customers, products, and goals. Customize this template to measure the experiences that matter most to your business.
With SurveySparrow, you can:
- Add, remove, or edit questions
- Customize answer choices and rating scales
- Add your logo and brand elements
- Personalize the survey experience
- Share your survey through multiple channels
- Analyze responses and customer satisfaction scores
The template is designed to give you a strong starting point, so you don't have to build your customer satisfaction survey from scratch.
Different types of Customer Satisfaction Survey Templates
Customer Satisfaction Surveys can differ based on the customer satisfaction you want to measure. For example, product feedback, restaurant experience feedback, food quality satisfaction, SaaS user experience survey, etc. Listed below are different types of customer satisfaction survey templates.
Customer Feedback Survey Template
This customer feedback survey template contains questions to collect customer feedback about their experiences with a product/service. It includes questions about various aspects of the customer experience, such as product quality, customer service, pricing, and overall satisfaction. The template also includes open-ended questions that allow customers to provide additional feedback and suggestions.
Customer feedback survey template
Restaurant Customer Satisfaction Survey Template
This Restaurant Customer Satisfaction Survey is for restaurants to collect customer feedback about their dining experience. The survey includes questions about the quality of the food, the level of service provided by the staff, the cleanliness of the restaurant, the atmosphere and ambiance, and the customer’s overall satisfaction.
Restaurant satisfaction survey template
Customer Experience Survey Template
This customer experience survey template can gather customer feedback about their experience with a product, service, or organization. It can be customized to meet the specific needs of the organization and the customers it serves. By gathering feedback through a customer experience survey, organizations can identify areas where they need to improve and make changes to better meet the needs and expectations of their customers.
Customer experience survey template
Customer Service Feedback Survey Template
A Customer Service Feedback Survey Template contains questions and prompts to collect customer feedback about their experience with a business’s customer service department.
It includes questions related to various aspects of the customer service experience, such as the helpfulness and knowledge of the customer service representatives, the speed of response to inquiries, and the overall satisfaction with the customer service experience.
Customer service feedback survey template
Measure CSAT and understand the feedback behind the score
Customer satisfaction surveys can help you calculate your Customer Satisfaction Score (CSAT) and understand what's driving it.
CSAT = (Number of satisfied responses ÷ Total responses) × 100
Example:
If 80 out of 100 respondents are satisfied:
CSAT = 80%
SurveySparrow automatically calculates CSAT from responses and lets you view the distribution of positive, neutral, and negative responses. You can also use dashboards and reports to analyze your feedback.
A satisfaction score tells you what customers think. The open-ended questions in this template help you understand why they think it.
FAQs
1. What is a customer satisfaction survey?
A customer satisfaction survey is a questionnaire designed 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, repurchase intent, and areas for improvement. Open-ended questions can help you understand the reasons behind a customer's rating.
3. How many questions should a customer satisfaction survey have?
Keep your survey focused on the information you actually need. A short survey is generally easier for customers to complete and can help reduce survey fatigue.
4. Can I customize this customer satisfaction survey template?
Yes. You can customize the questions, answer options, rating scales, and design to match your business and the customer experience you're measuring.
5. What is the difference between CSAT and NPS?
CSAT measures satisfaction with a particular experience or interaction, while NPS measures a customer's likelihood of recommending your business. They answer different questions and can be used together to understand customer experience 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 for your needs.
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