20 Customer Satisfaction (CSAT) Survey Questions + 10 Templates

Customer Satisfaction Survey Library

Customer Satisfaction Surveys

Customer Satisfaction Surveys QuestionPro is the market leader in providing the best customer satisfaction survey templates. These template provide end-to-end Customer Satisfaction Survey questions, examples and samples for businesses to measure customer satisfaction (CSAT). These customer surveys focus on measuring customer experience perceptions on how well a company delivers on the critical customer success factors of the business. QuestionPro unlocks that understanding so you can make informed business decisions based on customer satisfaction feedback. Building and deploying a QuestionPro customer satisfaction survey is very easy - just pick a template and send out your questionnaire. Whether it's your first survey or you are a research professional, QuestionPro provides these pre-built templates by experts for your every need. Our pre-built Customer Satisfaction Surveys and Templates focus on service promptness, buying experience, staff responsiveness, and customer pain points.

Here are 10 industry tested customer satisfaction survey templates:

Retail Store Evaluation Survey Template

14 questions

Product Satisfaction Survey Template

9 questions

Motivation and Buying Experience Survey Template

27 questions

Product Use Satisfaction

16 questions

Seminar Purchase Motivation Survey Template

24 questions

Organizational Concern Survey Template

9 questions

Service Quality Evaluation Survey Template

16 questions

Short Customer Satisfaction (CSAT) Survey Template

7 questions

Customer Satisfaction (CSAT) Survey Template

21 questions

Auto Purchase/ Lease Satisfaction Survey Template

67 questions

Top 20 Customer Satisfaction Survey Questions To Ask

Think your customers value low prices above all else? What better way to find out, than to ask customer these questions directly? Gauging your current consumers is the easiest way to approach future consumers, so start creating customer satisfaction surveys and asking them what they want and need out of a company. Customers are always comparison-shopping and chances are, if you can nail the consumer relevance, your business is going to succeed. Whether it’s great customer service, speedy delivery of products or even the company’s branding and image, you customers need to feel that what you’re offering them, is what they’ve been looking for the entire time.

When it comes to assessing your customer’s satisfaction with your products, services or business as an entity, it’s important to consider a few key components before creating customer satisfaction surveys and firing them out at your customers. Maintaining a professional appearance, approach and tone are the first steps when creating any client survey, and that starts with the questions.

Whether you want to send a long-form customer satisfaction survey or a few short ones in batches, below is the list to the top 20 questions that you should include in your surveys:

A. Customer Satisfaction Survey Questions for Loyalty Evaluation

1. On a scale from 0 - 10 how likely are you to recommend our products/ services to your family/ friends?

This is the world-over tested Net Promoter Score (NPS) question, which gives you a clear understanding of the strength of your customer satisfaction, such that your customers will refer their network to purchase from your brand. This is after all, one of the core goals of excellent customer satisfaction - to get brand recommendations, such that your organization grows without your having to spend on purchasing business leads through additional customer outreach investment (marketing and branding).

The easiest way to gauge the overall satisfaction of your current audience is to see their likelihood of recommendations. If a client is happy with your company, product and customer service, they’re going to tell someone about it. If your client is unhappy, however, they will probably tell anyone who will listen. Asking questions about referrals, recommendations and overall promotion of the business is an easy way to determine what your clients truly think about your business as a whole. The question type to ask how likely someone would recommend your product or service to anyone else is Net Promoter Score.

2. Will you use our services/products to meet your needs in the future?

This question talks about a customer's future intention of purchase, when it comes to services / products offered by your company. This survey question is critical to understand renewal rate by identifying customer churn .

3. Do you plan to buy similar products in future from our company if the need?

This question digs deeper into customer intention based on satisfaction - if customers are satisfied with your existing product, there is an excellent chance for them to purchase from our other product / service lines.

4. Do you feel a sense of brand loyalty with us?
This is a direct question to measure brand loyalty. This is particularly used as a comparison - sometimes customers may feel loyal and are satisfied with your customer facing team, but may or may not be satisfied with other aspects, but still holds a sense of loyalty. Which means, you have better scope of retention my making product / service updates to retain customers further.

5. What is the most important benefit that your receive from our product?

This question is important from 2 perspectives - 1. It gives you insights about customer satisfaction that is derived from product / service usability and benefits. 2. You can invest, enhance and grow features that is driving your business at its core!

6. Do you think you are interested in receiving additional information about upcoming products?

Emails, newsletters, social media or any other form of platform which can be used to update customer about latest feature upgrades, product additions, new services etc. Why? Because updating customers on new and existing updates is key to customer renewals and up selling.

B. Customer Satisfaction Survey Questions For Service Quality Evaluation

Customer service is the backbone of any organization and is the most important touchpoint between the customers and the organization. Making sure that your customers are getting the best support and services from your team can be as important. Here are some of the customer service questions that you need to include in your customer survey.

1. Are you satisfied with how our customer service officer/agent who handled your inquiry?

This is the most important question for any kind of service quality evaluation involving a human agent. An answer to this question will clearly define the standard of of customer satisfaction that comes from your service team. In other words, you can evaluate how well your customer service team is contributing to overall satisfaction of your clients / customers.

2. Was your issue completely resolved by our customer service officer in a professional manner?
This question focusing on the level of resolution of the issue. This is typically a follow up question to the first question, especially if the customer gave a low satisfaction rating for the agent who handled their query.

3. Did our customer service officer offer your solution/ answer in a timely manner?

A resolution may have been provided - but how long did it take for your customer service team to resolve it? A timely resolution and setting the right expectation is key to customer satisfaction.

4. Was our officer clear in communicating with you?

This follows up from right above when we spoke of "setting the right customer expectations". Which means, did the customer get the right information on the progress of the resolution or did the customer have to follow back , which would lead to lower customer satisfaction. Every time a customer has to follow back and open lines of communication which should be an initiative of your customer service team - your customer satisfaction takes a hit. Which means your over all revenue will take a hit.

5. How many agents assisted you in the resolution of your query?

If you do not have a "sticky agent" functionality, where the same agent is assigned to the same customer for all modes of communications, you need to include this question, as this will give you that answer which is often hidden - how many agents are actually talking to one customer in the resolution of their issue? Even if you do have a sticky agent system, it is still recommended to use this survey question to understand if it actually works as good as intended.

6. Do you feel our agent / officer had sufficient knowledge to answer your queries?

This customer survey question is key to understanding if the customer felt that their problem was handled expertly. A low rating would mean that you need to invest in training your support and customer facing teams with essential knowledge to become "customer service experts", not just a agents.

7. Do you think our agent / officer had a complete understanding of the company products and policies?

Following up from the previous question - this question is a deeper jab at understanding a customer's perspective of the agent's knowledge. An agent may be well versed with your system, but if they fail to communicate their expertise to the customer, then the investment must be in communication skills, rather than system level technical skills.

8. Do you think our officer had professional courtesy while communicating with you?

Professionalism and courtesy - while well acknowledged to be the 2 pillars of customer satisfaction driven by service, they are easily missed in the face of an angry or unsatisfied customer. Test the true durability of your team's professionalism and courtesy strengths in customer service with this question.

9. Did our office make you feel that you are a valued customer?

The final question - did the customer actually feel valued? This is the final goal of service - to let customers know that they are truly valued by your organization, that the investment they may made in purchasing "value" from your organization through products or services, is being returned - such that it leaves a smile.

10. Would you like to leave your valuable feedback regarding how we can improve our products/ services?

This is an open-ended question that gives an open platform for a customer to leave an open feedback on additional information that can help you increase customer satisfaction. You can also conduct text analysis on these responses to identify some of common feedback words used in answers.

C. Customer Survey Questions for Marketing Effectiveness Evaluation

1. How did you come to know about our products/ services?

This is a customer on-boarding survey question, where you need to know how your product / service / organization got discovered by a customer. This survey question, when evaluated over a period of time, can give you critical insights on whether a particular marketing effort is delivering the right brand awareness - both online and offline efforts.

2. Do you follow us on any of the social media channels?

Social media marketing is a significant investment for organizations. Social media channels are a means for customer outreach as well as support - as is expected if you even own a social media account for your brand. Evaluate if your customers are following your on your channels based on marketing effectiveness. You can also follow up this question with specific social media channel names, in a simple multiple choice question, for increased insight.

3. Have you subscribed to our newsletter / emails?

As we discussed above, the significance of providing frequent updates to customers is critical for retention and up selling. Similarly, you need to also evaluate if your customers are subscribed to your newsletters / emails to begin with. If you add customers to your newsletters by default - you may want to replace this question with another which asks about their level of satisfaction with your updates. This will help you re-focus on some basics, that are easily missed.

4. How helpful is our company blog / help file?

This question is particularly important for product based companies - if you use your blogging platform for outreach to existing customers, you need to understand how useful existing customers actually find them. You can dig deeper with question on quality of these help files or blogs.

7 Tips on how to Write Great Customer Survey Questions that get results!

  • Have clarity about the objective: While writing questions for your customer survey it is important to have the clarity about what is the purpose of the survey and what are the objectives that it needs to meet. The idea of your survey should be clear for you to be able to translate that into actual questions.
  • Ask the right questions: Use questions that will help you gather maximum information from your customers. Once you have collected the information be sure to use the information or data collected. If the data is not used to make necessary changes then the whole purpose of asking questions is defeated.
  • Avoid jargons: Use simple language to construct your questions. Avoid using jargons and terms that will confuse your customers and they will be forced to leave the questions unanswered. Using too many technical jargons can lead to customers not being able to answer it correctly.
  • Ask questions with a purpose: Each question in your survey needs to have a purpose, why are you asking that question? If the respondent does not understand the reason why you are asking that question they will leave it unanswered and you will not be able to collect valuable data from the survey.
  • Make it simple: Please remember that asking qualitative questions , that are open ended questions need greater efforts and degree of precision. If not asked in the right manner, it can leave your customers confused as to what they need to mention there as an answer and can be quite time-to consume.
  • Give correct answer options: Like asking the right questions is extremely important, so is given all the right options as your answers. Remember the survey should be less painful to answer. Make it really simple for your customers to respond to the survey.
  • Please don’t get personal: Remember when you are communicating with your customers through a survey, please don’t ask any personal questions that might offend them. Remember respecting their personal boundaries and maintaining an appropriate tone in the survey will certainly yield a better response from them.

Keep in mind that writing questions for a survey is a crucial phase of your market research, but there is still a long way to go. You must pay attention to the goals and objectives of your project, questions of security of the information of your survey, the errors that you may have derived, for example, from the fatigue or lack of memory of the respondent, etc.

More: Our Pick on Top 5 Customer Satisfaction Surveys

Customer Satisfaction Survey templates are time saving alternatives to creating your survey and questions from scratch. QuestionPro has over 50 customer satisfaction survey templates to choose from which can be used directly with self-branding or edited to suite your customization needs.

But often some customer satisfaction templates either tend to perform better or are simply widely used attributing to the general business category.

Here are the top 5 customer satisfaction survey templates

  • 1. Short Customer Satisfaction Survey Template: This template offers a simplified, yet precise, measurement of customer satisfaction. With just 4 key questions, it covers the most critical customer satisfaction metrics - frequency of customer engagement with a product / service, satisfaction with usability, re-purchase likelihood of continuing or purchasing the product again - and most importantly - their likelihood of recommending the product to others.
  • 2. Product Satisfaction Survey Template: Have a product offering? How well is your product satisfaction rate among customers? Is there a feature update that they collectively expect more than other features which you may have planned? What is the correlation between a feature and customer satisfaction? These are the burning questions of any product based organization and questions in this template are designed to get you these answers. The next step is to dig deeper with a complete product evaluation template.
  • 3. Product Evaluation Template: There is a difference between a "customer centric product survey" and a "product centric customer survey". This customer satisfaction survey template digs deeper into a 360 evaluation of your product. How satisfied are customers with your post-sales service team? What was their last mode of purchase? Why did they "not" make the purchase?
  • 4. Motivation and Buying Experience: What motivates your customers to make a purchase for a specific product / service? If you learn "what" drives them into buying a product, you can find a way on "how" to drive them further and accelerate sales as well as renewals. Use this template to get answers to these burning questions that affect product development, sales, support and the entire eco-system of sales and post-sales customer satisfaction.
  • 5. Retail Store Evaluation Survey Template: Surveys are the primary go-to tool for retail establishments. Invariant of how many stores you own - your customers are key to your retail growth. Whether selling online or offline, use this quick customer survey template to evaluate 12 key questions for retail customers in a single matrix survey question.

Using Qualitative and Quantitative questions for customer satisfaction surveys

This will completely depend on what is the objective of your survey. There is no set rule for this. However, your survey must be a good mix of quantitative and qualitative questions to be able to extract maximum information from your customers. Quantitative questions that are mostly close ended questions are designed not to solicit opinions, have limited response options and are easier to measure. Both can be useful, but it is important to choose carefully between each of them to obtain the desired result.

Here is an example of a quantitative and a qualitative question type:

  • Quantitative customer satisfaction survey question example:

    quantitative customer satisfaction survey question
  • Qualitative customer satisfaction question example:

    qualitative customer satisfaction survey question

Considering all these details when constructing the questions for your customer survey you will certainly obtain better results. Remember to design your survey attractively with the right questions and your brand logo so that your customers can associate with your brand values while answering the questions.

After you’ve finished compiling your consumer data, it’s time to analyze. By looking at the different aspects of your business, you’re going to discover areas you can improve on, areas you’re thriving in, and potentially a unique selling point that can blow your competition out of the water.

Although it might seem easy to understand your target audience, chances are that you’re missing a few vital milestones. While many businesses can succeed without asking their current customers, many businesses see the interaction as a form of economic growth and opportunity to expand into areas they might not have considered possible previously. Completing customer satisfaction surveys is the first step in implementing any new key processes that can improve your overall business satisfaction rates.