What's Inside This Customer Satisfaction Survey Template
This customer satisfaction survey template gives you a ready-to-use way to collect feedback without building your survey from scratch. It combines satisfaction ratings with follow-up questions that help you understand what's working, what's not, and where you can improve.
It includes:
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A structured set of questions covering overall satisfaction, product experience, and service quality in one easy-to-follow survey
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A mix of rating, opinion scale, NPS, multiple-choice, and open-ended questions so you can measure satisfaction, track loyalty, and understand the reasons behind your customers' scores
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A customizable closing screen where you can thank respondents or direct them to the next step
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A mobile-friendly design that you can quickly customize to match your brand
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Live analytics showing response volume, completion rates, and where respondents drop off as responses come in
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Export options and integrations that make it easy to move satisfaction data into the tools your team already uses
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A shareable link and embed code so you can collect feedback on your website, in emails, or after a customer support interaction
Customer Satisfaction Survey Questions to Ask
A good customer satisfaction survey should tell you more than whether customers are happy or unhappy. It should also help you understand why they feel that way and what you can improve. This template combines measurable questions with a few targeted follow-ups so you can get both the score and the context behind it.
You can use the questions as they are or edit them to fit your product, service, or customers.
Overall Satisfaction
"Overall, how satisfied are you with [company/product]?"
Use a 1 to 10 scale to get a clear satisfaction score. This is your anchor question and can be used to track CSAT over time.
Product or Service Rating
"How would you rate the quality of [product/service]?"
This helps you understand whether low satisfaction is related to the product or service itself, rather than another part of the customer experience.
Value for Money
"Does [product/service] provide good value for what you paid?"
This question can reveal whether customers feel they're getting enough value from your offering and can help inform pricing or packaging decisions.
Ease of Doing Business
"How easy was it to get what you needed from us?"
A simple question like this gives you a sense of how easy the overall experience was without requiring a full Customer Effort Score survey.
Open-Ended Follow-Up
"What's one thing we could do better?"
This gives customers space to explain their experience in their own words and can uncover issues that fixed-answer questions might miss. Keeping it to one focused question also helps keep the survey quick to complete.
What Is a CSAT Score, and How Do You Calculate It?
A CSAT, or Customer Satisfaction Score, gives you a simple way to measure how satisfied your customers are and track changes over time. It's calculated by looking at the percentage of respondents who selected a satisfied rating.
The standard formula is:
CSAT = (Number of satisfied responses ÷ Total responses) × 100
What counts as "satisfied" depends on the scale you use. With a 5-point scale, it's typically the top two ratings, 4 and 5. With a 10-point scale, it's usually ratings from 8 to 10.
For example, if 80 out of 100 respondents give a satisfied rating, your CSAT score would be 80%.
There's no single CSAT score that works as a benchmark for every business. As a general rule, a score above 75% is often considered good, while 85% or higher indicates strong customer satisfaction. It's also useful to track your score over time so you can see whether changes to your product or customer experience are having an impact.
CSAT Survey vs. NPS Survey: Which Do You Need?
CSAT and NPS measure different things, so the right choice depends on what you want to learn.
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A CSAT survey measures satisfaction with a specific product, service, interaction, or experience. Use it after a purchase, support interaction, or project milestone when you want to understand how satisfied customers are and what influenced their rating.
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An NPS survey measures customer loyalty and how likely someone is to recommend your business. It's typically used to track overall customer sentiment over time, often on a quarterly basis.
In short: Use CSAT to understand satisfaction with a specific experience. Use NPS to measure longer-term customer loyalty.
Best Practices for Getting Useful CSAT Results
A few simple choices can make your CSAT data much more useful. Keep these best practices in mind when setting up your survey:
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Ask close to the moment. Send the survey soon after the purchase, support ticket, or interaction you're measuring so the experience is still fresh in the customer's mind.
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Keep it to 5 to 7 questions. A shorter survey is easier to complete and helps you collect more responses without sacrificing the insights you need.
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Include one open-ended question. The score tells you how satisfied customers are, while a comment helps explain why. One focused question is usually enough to get useful context.
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Track CSAT over time. Look at trends rather than a single snapshot to see how product updates, team changes, or seasonal shifts affect satisfaction.
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Keep triggers separate. If you're surveying customers after both support tickets and purchases, create separate versions of the survey. This keeps the results easier to interpret and prevents different types of experiences from being mixed into one score.
Build Your Own Customer Satisfaction Survey From Scratch
If you'd rather start from a blank canvas, you can use the Opinion Stage survey maker or browse the rest of the survey template library for other options.
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