Customer Satisfaction Survey Template
Understand how customers feel about your business with a comprehensive satisfaction survey that measures CSAT, NPS, and collects actionable feedback.
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What is a Customer Satisfaction Survey?
A customer satisfaction survey (CSAT) is a feedback tool that measures how happy customers are with your product, service, or overall experience. It typically uses rating scales, star ratings, or numeric scores to quantify satisfaction levels, making it easy to track improvements over time.
The best customer satisfaction surveys combine quantitative metrics (like 5-star ratings and Net Promoter Score) with qualitative feedback questions. This gives you both measurable KPIs for reporting and specific insights about what customers love and what needs improvement.
Our template includes the industry-standard questions used by companies worldwide: overall satisfaction rating, Net Promoter Score (NPS), and open-ended feedback questions. This combination helps you benchmark against competitors while gathering actionable insights to improve your business.
Key Features
Net Promoter Score (NPS)
Industry-standard 0-10 scale to measure customer loyalty and likelihood to recommend
Star Rating System
Intuitive 5-star ratings for overall satisfaction and specific aspects of your service
Open-Ended Feedback
Text fields for customers to explain their ratings and provide specific suggestions
Multi-Category Ratings
Measure satisfaction across product quality, customer support, delivery, and more
Anonymous Option
Email field is optional, allowing customers to provide honest anonymous feedback
Response Analytics
Track average scores and identify trends over time (Pro feature)
Why Use This Template?
Identify Problem Areas
Low ratings and negative feedback pinpoint exactly what needs improvement in your business
Reduce Customer Churn
Catch dissatisfied customers early and reach out before they switch to competitors
Build Better Products
Customer feedback reveals which features matter most and what to build next
Boost Employee Morale
Share positive feedback with your team to celebrate wins and motivate staff
What's Included in This Template
Overall Satisfaction
ratingPrimary CSAT metric - tracks satisfaction trends over time
Product/Service Quality
ratingMeasures whether your core offering meets customer expectations
Customer Support Rating
ratingEvaluates your team's responsiveness and helpfulness
Likelihood to Recommend (NPS)
scaleNet Promoter Score - the gold standard for measuring customer loyalty
What did you like most?
textareaIdentifies your strengths and what differentiates you from competitors
What could we improve?
textareaCaptures specific, actionable feedback for product and service improvements
Email (optional)
emailAllows follow-up with unhappy customers or to thank promoters
Perfect For
E-commerce Stores
Survey customers after delivery to improve product quality, shipping, and customer service
SaaS Companies
Measure satisfaction after onboarding, support interactions, or quarterly to track product improvements
Service Businesses
Perfect for restaurants, salons, repair services, and consultants to improve service quality
B2B Companies
Check in with clients quarterly to ensure satisfaction and identify expansion opportunities
Frequently Asked Questions
What is a good customer satisfaction score?
For CSAT (5-star rating), 4.0 or higher is considered good, with 4.5+ being excellent. For NPS (0-10 scale), any positive score is good, 20-50 is favorable, and 50+ is excellent. However, benchmarks vary by industry - compare your scores to competitors in your specific sector.
How often should I send customer satisfaction surveys?
It depends on your business type. E-commerce: after every purchase. SaaS: quarterly or after major milestones (onboarding, renewal). Service businesses: immediately after service completion. Avoid over-surveying - no more than once per month per customer.
What is Net Promoter Score (NPS)?
NPS measures customer loyalty with one question: "How likely are you to recommend us to a friend?" (0-10 scale). Scores 9-10 are Promoters, 7-8 are Passives, and 0-6 are Detractors. Your NPS is % Promoters minus % Detractors. It's the most widely used customer loyalty metric.
Should customer satisfaction surveys be anonymous?
It depends on your goal. Anonymous surveys often get more honest feedback, especially about sensitive topics. However, collecting emails allows you to follow up with unhappy customers and turn them into promoters. We recommend making email optional to get the best of both approaches.
How can I increase survey response rates?
Keep surveys short (under 2 minutes), send them at the right time (immediately after purchase/service), explain why feedback matters, and consider offering a small incentive (discount code). Our template is optimized for high completion rates with just 6-7 questions.
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