27 Customer Satisfaction Survey Questions (+ 6 FREE Templates)

Abigail Bosze

SEO Content Writer at Doofinder

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Your customers’ experience is just as important as your product or service. But, how can you find out their thoughts and feelings about their experience with your products? 

Well, that’s why customer satisfaction surveys exist. It’s an easy way to understand the needs and wants of your customers as well as their overall satisfaction with your company. 

Customer satisfaction surveys can be useful in many ways, for example, they can help you decide which new product features to work on or how to improve your customer journey experience. 

Investing in your customer service will truly pay off in the long run with loyal customers that feel like their voice is being heard. 

I think it’s time you implement client satisfaction surveys into your business and reap the benefits. 

Not sure where to start? Take a look at these five customer feedback survey templates. Easily adapt them to meet your business needs with our editable google forms and canva template!

Keep reading to learn all the ins and outs of client satisfaction surveys and how they can improve your customer service.

What is a customer satisfaction survey? Why is it important?

A client satisfaction survey is a series of questions asked to a customer after they’ve purchased a product or service. It consists of one or more questions that aim to measure the satisfaction of the customer.

27 Customer Satisfaction Survey Questions

1. How often do you use our product?
2. Which features of our product do you use the most?
3. How easy was it to get started using our product?
4. What is your age range?
5. What is your gender?
6. What is your current employment status?
7. What motivates you to make a purchase?
8. How do you typically make purchasing decisions?
9. What is your preferred communication style?
10. What are your interests and hobbies?
11. On a scale of 1 to 10, how satisfied are you with the product/service you received?
12. How likely are you to recommend our product/service to a friend or colleague?
13. How satisfied are you with the level of customer service you received?
14. How well did our product/service meet your expectations?
15. What did you like least about our product/service?
16. Is there anything we could have done differently to improve your experience?
17. How likely are you to recommend our product/service to others?
18. How frequently do you expect to use our product/service in the future?
19. Do you have any concerns that may impact your ability to continue using our product/service?
20. Do you have any suggestions for improving our product/service?
21. Would you purchase from us again?
22. How likely are you to continue doing business with us in the future?
23. Have you recommended our products/services to others?
24. How would you rate the speed at which your issue was resolved?
25. Was our support team able to fully address your question or concern?
26. How easy was it to use our product/service?
27. Was our product/service priced appropriately?

The 3 Types of Customer Satisfaction Surveys

Customer Satisfaction Score (CSAT)

The CSAT survey asks customers to rate their satisfaction with a recent experience with your business.

This could be anything from a purchase to a customer service interaction. The survey typically uses a 5-point or 7-point scale, with 1 being “very dissatisfied” and 5 or 7 being “very satisfied.”

You can calculate your CSAT score by dividing the number of positive responses by the total number of responses. A high score means your customers are generally satisfied, while a low score means there’s room for improvement.

By regularly using the CSAT survey, you can keep tabs on your customers’ satisfaction levels and make necessary changes to improve their experiences.

Net Promoter Score (NPS)

Find out how your customers really feel about your business by trying out the Net Promoter Score (NPS) survey.

Just ask customers one question – “How likely are you to recommend our business?” – and have them rate you from 0 to 10.

To get your NPS score, simply subtract the percentage of customers who wouldn’t recommend your business (detractors) from the percentage of customers who would leave a product review for your business (promoters).

It’s a quick and easy way to measure customer loyalty and satisfaction!

A positive score means your customers are likely to recommend you, while a negative score means they’re more likely to discourage others from using your business.

You can use NPS surveys repeatedly over time to track changes and identify areas for improvement.

Customer Effort Score (CES)

The Customer Effort Score (CES) survey asks customers to rate how easy it was to resolve their issue on a scale from 1 to 5.

You calculate your CES score by taking the average of their responses.

A high score means your customers find it easy to interact with your business, while a low score means you could work on improving your customer service or other aspects of your business.

By regularly using the CES survey, you can identify pain points in your customer support process and make changes to improve the customer experience.

Types of Customer Satisfaction Survey Questions

Product Usage Questions

Product usage questions can be useful to get feedback on how customers are using your product and their satisfaction with it.

The questions should be clear, concise, and focused on the customer’s experience with your product. 

Here are some sample questions to include in your survey:

1. How often do you use our product?
2. Which features of our product do you use the most?
3. How easy was it to get started using our product?
4. How do you rate the quality of our product?
5. How likely are you to recommend our product?
6. Have you experienced any problems or difficulties while using our product?
7. If you’ve contacted customer support, were your issues resolved quickly?
8. Have you noticed any improvements or changes to our product over time?
9. Is there anything we could do to improve your experience with our product?
10. Overall, how satisfied are you with our product?

Demographic Questions

Including demographic questions in your client satisfaction survey can help you better understand your customer base and tailor your products or services to meet their needs.

However, it’s important to be sensitive and respectful when asking these types of questions.

Be sure to explain why you’re asking and assure customers that their answers will remain confidential.

Also, keep in mind that not all customers may feel comfortable answering these questions, so it’s best to keep them optional. 

Here are some sample demographic questions that you can include in your customer feedback survey:

1. What is your age range?
2. What is your gender?
3. What is your current employment status?
4. What is your annual household income?
5. What is your highest level of education completed?
6. What is your current marital status?
7. What is your primary language spoken at home?
8. What is your ethnicity or race?

Psychographic Questions

Psychographic questions can help you better understand your customer journey and their behaviors, motivations, and preferences, which can be valuable information when it comes to adjusting your products or services to meet customer needs.

Like demographic questions, it’s important to be sensitive and respectful when asking these types of questions.

It’s also important to keep in mind that psychographic questions can be more subjective than demographic questions, and may not be as relevant to all types of businesses or surveys.

Here are some sample psychographic questions that you can include in your client satisfaction survey:

1. How would you describe your personality?
2. What are your values and beliefs?
3. How do you prefer to spend your free time?
4. What motivates you to make a purchase?
5. How do you typically make purchasing decisions?
6. What is your preferred communication style?
7. What are your interests and hobbies?
8. What is your preferred learning style?

Satisfaction Scale Questions

Here are some examples of satisfaction scale questions that you can use in your customer satisfaction survey:

1. On a scale of 1 to 10, how satisfied are you with the product/service you received?
2. How likely are you to recommend our product/service to a friend or colleague?
3. How satisfied are you with the level of customer service you received?
4. How well did our product/service meet your expectations?
5. How satisfied are you with the value for money of our product/service?
6. How satisfied are you with the ease of use of our product/service?
7. How satisfied are you with the quality of our product/service?
8. How satisfied are you with the speed of delivery of our product/service?

Satisfaction scale questions are a popular way to measure client satisfaction as they allow you to get a clear and quantifiable measure of how customers perceive your product or service.

It’s important to use a consistent and clear scale that customers can easily understand, such as a scale of 1 to 10 or 1 to 5.

When designing satisfaction scale questions, try to use specific and relevant attributes of your product or service to ensure that you get the most useful feedback possible.

And be sure to provide customers with an option to explain their rating or provide additional comments to help you better understand their feedback.

Open-Text Questions

Here are some examples of open-text questions that you can use in your customer satisfaction survey:

1. What did you like most about our product/service?
2. What did you like least about our product/service?
3. Is there anything we could have done differently to improve your experience?
4. What other products or services would you like to see us offer in the future?
5. Do you have any additional feedback or comments that you would like to share?

Open-text questions are a great way to get more detailed and nuanced feedback from customers.

These questions allow customers to freely express their opinions, concerns, and suggestions in their own words, which can provide valuable insights into their experiences with your business.

When designing open-text questions, it’s important to keep them focused and specific to ensure that customers provide useful and relevant feedback.

Avoid asking overly broad or vague questions that may be difficult for customers to answer.

Also, keep in mind that analyzing and interpreting open-text responses can be more time-consuming than other types of questions, so it’s important to have a clear plan for how you will collect, categorize, and analyze the data you receive.

Nonetheless, open-text questions can provide rich and meaningful feedback that can help you make informed decisions and improvements to your business.

Longevity Questions

Longevity questions are designed to assess the likelihood that a customer will continue using your product or service in the future.

Here are some examples of longevity questions that you can include in your client satisfaction survey:

1. How likely are you to continue using our product/service in the future?
2. How likely are you to recommend our product/service to others?
3. How frequently do you expect to use our product/service in the future?
4. Do you have any concerns that may impact your ability to continue using our product/service?

Longevity questions are important because they can help you identify potential issues that may affect customer retention and loyalty.

By understanding the factors that influence customer loyalty, you can take steps to address any issues and foster customer loyalty of your online shop.

When designing longevity questions, it’s important to use a consistent rating scale and to keep the questions focused on specific aspects of your product or service.

Additionally, you may want to consider including demographic or psychographic questions to help you identify trends in customer loyalty across different groups.

Overall, longevity questions can provide valuable insights into customer loyalty and retention, which can help you make strategic decisions about how to improve your product or service and grow your business.

Customer Satisfaction Survey Questions

General Survey Questions

1. On a scale of 1-10, how satisfied are you with our product/service?
2. How likely are you to recommend our product/service to a friend or colleague?
3. Did our product/service meet your expectations?
4. How easy was it to use our product/service?
5. Was our product/service priced appropriately?
6. Did you receive timely and effective customer support?
7. How often do you use our product/service?
8. How does our product/service compare to similar products/services in the market?
9. Do you have any suggestions for improving our product/service?
10. Would you purchase from us again?

Product and Usage Questions

1. How satisfied are you with the performance of the product?
2. How often do you use the product?
3. Is the product meeting your expectations?
4. What is your favorite feature of the product?
5. What improvements would you suggest for the product?
6. How easy is the product to use?
7. How reliable is the product?
8. How would you rate the overall quality of the product?
9. How likely are you to recommend the product to others?
10. Are there any additional features you would like to see in the product?

Customer Support Questions

1. How would you rate the speed at which your issue was resolved?
2. Was our support team able to fully address your question or concern?
3. How satisfied were you with the level of professionalism exhibited by our support team?
4. How easy was it to reach our support team when you needed assistance?
5. Did our support team communicate effectively and clearly with you?
6. How would you rate the overall quality of the support experience you received?
7. Did the support team make you feel valued as a customer?
8. Would you recommend our support team to a friend or colleague?
9. Is there anything we could have done better to improve your support experience?
10. How likely are you to continue using our product or service based on your support experience?

Loyalty and Retention Questions

1. How likely are you to continue doing business with us in the future?
2. Have you recommended our products/services to others?
3. How satisfied are you with our loyalty program?
4. How often do you make purchases from our company?
5. What factors influence your decision to remain a customer?
6. Have you had any issues with our products/services?
7. How responsive and helpful have our customer service representatives been when you’ve had an issue?
8. How satisfied are you with the quality of our products/services?
9. Do you feel like we value your business?

Tips for Implementing Client Satisfaction Surveys

• Keep it brief and to the point. Your customers are busy and don’t want to spend too much time on a survey.
• Focus on questions that will help you achieve your end goal, whether that’s improving your product, understanding your customers better, or measuring client satisfaction.
• Craft questions that are open-ended and encourage thoughtful, detailed responses.
• Ask one question at a time to avoid confusion and make it easier for customers to provide feedback.
• Use consistent rating scales to make it easier to analyze and compare responses.
• Avoid leading or loaded questions that may influence the customer’s response.
• Use yes/no questions when appropriate to quickly gather specific feedback.
• Be specific and avoid making assumptions about what the customer is thinking or feeling.
• Consider timing carefully – send the survey in an email newsletter at a time when customers are likely to have the product/service fresh in their minds.
• Offer an incentive to encourage customers to complete the survey, such as a discount or free product.
• Choose a survey tool that is user-friendly and offers the features you need to collect and analyze data effectively.
• Keep your questions short and relevant to avoid overwhelming customers with too much information.
• Send the surveys at a time when customers are most likely to be available and able to respond.
• Always A/B test your surveys to identify the most effective questions and formats.
• Thank your customers for their feedback and let them know how you plan to use it to improve their experience in the future.

Customer Satisfaction Survey Example

Make Your Own Survey Today

You now know the ins and outs of customer satisfaction surveys. By implementing these surveys, you can gather valuable insights that will help you make data-driven decisions that will ultimately benefit your business.

Remember to keep your surveys short, relevant, and straightforward. Ask the right questions, at the right time, and in the right format to get the most accurate feedback from your customers.

Use the information you gather to improve your products, services, and overall customer experience.

Don’t forget to show your customers that you value their opinions by thanking them for their feedback and offering incentives when possible. And, of course, always choose the right survey tool to make the process as easy and efficient as possible.

So go forth and start surveying! Your customers (and your bottom line) will thank you for it.

Templates for Customer Satisfaction Surveys

Ready to improve your customer satisfaction and retention rates? Download our free customer satisfaction survey templates today! 

Our templates include the Net Promoter Score Survey, CSAT Survey, CES Survey, Open-Ended Survey, and Full Customer Satisfaction Survey Example.

There are five editable Google Forms and one Canva template for you to download and use however you’d like! 

Simply fill out the form below to get started and start collecting valuable feedback from your customers.