This customer satisfaction survey template helps businesses measure how well their products and services meet customer expectations. Companies use it to identify improvement opportunities, track satisfaction trends over time, and reduce customer churn by addressing pain points before customers leave.
Overall Satisfaction
1. How satisfied are you with your overall experience with our company?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
2. How likely are you to recommend us to a friend or colleague?
- 1 (Very unlikely)
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 (Extremely likely)
3. How well do we meet your expectations?
- Exceeds expectations
- Meets expectations
- Falls short of expectations
- Significantly below expectations
Product Quality
4. How would you rate the quality of our product?
- 1 (Poor quality)
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 (Excellent quality)
5. Does our product solve the problem you purchased it for?
- Yes, completely
- Yes, mostly
- Partially
- No
6. How reliable is our product in your daily use?
- Always reliable
- Usually reliable
- Sometimes unreliable
- Often unreliable
- Never reliable
Customer Service
7. How satisfied are you with our customer service team?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
8. How quickly do we respond to your inquiries?
- Much faster than expected
- Faster than expected
- As expected
- Slower than expected
- Much slower than expected
9. Are our customer service representatives knowledgeable and helpful?
- Always
- Usually
- Sometimes
- Rarely
- Never
Purchase Experience
10. How easy was it to find what you were looking for on our website?
- Very easy
- Easy
- Neutral
- Difficult
- Very difficult
11. How satisfied are you with our pricing?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
12. Was our checkout process smooth and user-friendly?
- Yes
- No
- Unsure
Delivery and Setup
13. How satisfied are you with our delivery timeframe?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
14. Did your order arrive in perfect condition?
- Yes, perfect condition
- Minor damage
- Significant damage
- Completely damaged
15. How easy was it to set up or start using our product?
- Very easy
- Easy
- Neutral
- Difficult
- Very difficult
Future Relationship
16. How likely are you to purchase from us again?
- Very likely
- Likely
- Neutral
- Unlikely
- Very unlikely
17. Which of the following best describes your relationship with our company?
- Long-term loyal customer
- Regular customer
- Occasional customer
- First-time customer
18. What is the primary reason you choose our company over competitors?
- Price
- Quality
- Customer service
- Convenience
- Brand reputation
Feedback and Improvement
19. What is one thing we could improve to serve you better?
- Open text response
20. Is there anything else you’d like to share about your experience with us?
- Open text response
How to use this template
Deploy this customer satisfaction survey within 24-48 hours after a purchase or service interaction when the experience is fresh in customers’ minds. Send it via automated email sequences, embed it as an exit-intent popup on your website, or include it in post-transaction confirmation pages. For service-based businesses, schedule delivery immediately after project completion or monthly for ongoing relationships. Keep the survey completion time under 5 minutes by making sections 4 and 5 optional for first-time users. Analyze responses quarterly to identify trends, and create action plans for any area scoring below 7/10 or receiving more than 20% negative ratings. Use the Net Promoter Score from question 2 as your primary benchmark, and route detractors (scores 1-6) to your customer success team for immediate follow-up. The open-ended responses in questions 19-20 often reveal specific operational issues that quantitative data misses, so review these monthly and share insights with relevant department heads to drive concrete improvements.
Recommended tools
SurveyMonkey
SurveyMonkey offers robust analytics and automated email scheduling that makes customer satisfaction tracking effortless for businesses of any size. Their built-in NPS benchmarking helps you compare your scores against industry standards, while advanced filtering lets you segment responses by customer type or purchase value.
Typeform
Typeform’s conversational interface increases completion rates for customer satisfaction surveys by presenting one question at a time in an engaging, mobile-optimized format. Their logic jump feature lets you skip irrelevant sections based on previous answers, making the survey feel personalized and reducing abandonment rates.
Delighted
Delighted specializes in Net Promoter Score surveys and automatically calculates your NPS while tracking trends over time with beautiful dashboards. Their thermometer-style rating questions are perfect for satisfaction surveys, and they integrate seamlessly with CRMs to trigger surveys based on customer behavior.
