Customer Satisfaction Survey Questions + Sample Questionnaire Template

Customer satisfaction survey questions template is a complete 360 customer satisfaction evaluation and measurement survey with 21 unique questions to evaluate net promoter score, customer effort score, CSAT, customer service satisfaction etc. Use this sample questionnaire and start measuring and increasing customer retention, customer recommendation by existing users of your products and services and upselling!



   
 
Considering your complete experience with our company, how likely would you be to recommend our products to a friend or colleague?
«Very UnlikelyVery Likely»
012345678910
 
   
How would you like to rate our Products or Services for the following parameters?
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
Quality
Speed 
Cost effectiveness
Over all experience
 
   
 
Please add any additional comments you might have with regards to your satisfaction / dissatisfaction using our products / services:
   
 
   
 
How well did our products meet your expectations?
 
Extremely well
 
Somewhat well
 
Not so well
 
Not at all well
 
   
 How was your experience in the following areas of customer service:
Very satisfactory Somewhat satisfactory Neutral Somewhat unsatisfactory Very unsatisfactory
Pre-purchase support
Post-purchase support
Issue resolution speed
Over all customer support and service
 
   
With respect to your last interaction with customer support executive, please rate the following aspects during and after your interaction:
Good Neural Bad
Politeness
-
Product / service understanding
-
Identifying the precise problem you faced
-
Resolution of the issue
-
Post-resolution follow up
-
 
   
 
How often do you use our [PRODUCT / SERVICE]:
 
Daily
 
Weekly
 
Bi-weekly
 
Monthly
 
   
 
How likely are you to make a purchase of [PRODUCT / SERVICE] again from us:
 
Very likely
 
Somewhat likely
 
Neutral
 
Somewhat unlikely
 
Very unlikely
 
   
 
What recommendations would you offer for improving [PRODUCT / SERVICE]?
   
 
   
 
Thank you for your feedback. We appreciate your opinion and will take your feedback seriously when providing products and services in the future.



If you have any comments or concerns about this survey please Contact: -

[COMPANY]

[MANAGER_NAME]

Address 1

Address 2

City, State, ZipCode
 
 

Customer Satisfaction Surveys : 5 reasons you need to start measuring CSAT

Retained customers are highly likely to give you better business than new customers. But, retaining customers requires a significant amount of hard work and strategizing. For that, it is important for organizations to get details about customer satisfaction and the best way to do that is sending out customer satisfaction surveys to customers you have purchased your products/services. Here are 5 reasons to conduct customer satisfaction surveys for your business:

  1. Customers can switch their loyalties without thinking twice: In this day and age, where competition is extreme, it is important to understand that customers have too many options to choose from. Customer loyalty has to be constantly worked upon and built over a course of time. Learn from the customers about aspects of your business that can be improved to keep them included glued onto your brand.
  2. Create a unique selling point for your brand: Customer satisfaction can be your brand’s unique selling point. It is a fact that there are several organizations that provide the same products and service as you do. Why should customer select your products? Should be the question. Obtaining opinions about customer satisfaction, you can analyze your worth in the market and work towards improving that to maintain customer loyalty as well as getting new customers onboard.
  3. Content customers provide purchase from you repeatedly: Satisfied customers will always have an innate trust in your brand which will lead to repeat orders. You can analyze the number of content customers from a customer satisfaction survey and develop a roadmap of activities to do to boost customer satisfaction.
  4. Build a personal customer experience: Every dissatisfied customer is an indicator of business loss. Contacting each and every customer who expresses their dissatisfaction with their experience needs to be dealt with in the most personal manner. Talk to them, chat with them and make sure that the entire experience is made into a pleasant one in the shortest time period.
  5. Enhance your branding: Customer satisfaction is one of the most impactful factors that maneuvers in marketing activities, specifically - branding. Consumers now use every digital medium to promote their experience with an organization, be it good or bad. For your brand to understand customer’s perspective about your offerings, you need to regularly conduct customer satisfaction surveys. It will provide information about how you can improve your branding to attract new customers and also to keep the existing ones thoroughly engaged.

When and How to implement customer satisfaction surveys?

Companies often conduct customer satisfaction surveys too late in the customer journey due to which the results are ineffective and futile.

The quality of gathered information depends on when your organization sends across satisfaction surveys. The ideal approach is to conduct these surveys regular at the most critical customer journey touchpoints. Creating surveys which include specific questions for each of these touchpoints is what impacts the results.

The recommended time frame to carry out CSAT surveys is when the customer has just completed an interaction with the customer service team or any other team to make sure experiences are collected while they are fresh.

It is important to work on the feedback collected through customer satisfaction surveys and constantly follow up with those customers who take time out to provide constructive feedback.

Understand why did they provide positive or negative feedback to improve the way you function or the flaws that currently exist in your products/services.

The customer service team should always abide by the rules of appreciating the customers after an interaction. All the inputs for these surveys might not be helpful, so you need to identify which ones can help you enhance your products or services. Get in touch with customers regularly to know what they feel about improvements.

Create a concrete plan of action once you filter out responses - this is highly dependent on your organization and the industry you cater to. Develop a constant customer feedback loop by asking: “In case I receive a response, how can I implement it in my products?”. The answer to this question will help you close the loop in a customer satisfaction survey.

Customer Satisfaction Surveys

Retail Store Evaluation Survey Template

14 questions

Retail store survey questions to collect customer feedback on various aspects of the store. This sample questionnaire template includes critical store evaluation questions to consumers, such as location, inventory, customer service, merchandise pricing, value for money and overall customer satisfaction. Use this store survey and grow your business with real customer insights.

Customer Satisfaction Surveys

Product Satisfaction Survey Template

9 questions

Product satisfaction survey template with questions for evaluating customer service experience, product use satisfaction, process evaluation etc. This questionnaire gives you the expert questions you need to get insightful responses that can provide you with actionable survey conclusions. Use this template as an example or directly use it in your survey. You can edit it the way you prefer, add your logo and branding elements and send it out to your survey respondents.

Customer Satisfaction Surveys

Motivation and Buying Experience Survey Template

27 questions

This motivation and buying experience survey template consist of questions for evaluating and understanding why a customer purchased a certain product, their experience while making the purchase and their level of satisfaction using it. This template was created with expert industry consulation to bring you a questionnaire that is designed to get you insightful responses. Use this template as a example / sample or directly use it in your next QuestionPro survey. You can make your own edits as required and send out your survey!