User Satisfaction Survey + Sample Questionnaire Template

User satisfaction survey questions is a questionnaire to understand how satisfied a customer is with the product/service they are using. This survey aims to identify the perceptions of the users with regards to their experience while using the product/service. Such a survey can enable businesses to understand views of the users about their product/service and hence try to improve certain areas which can help them to keep these customers loyal and may be even promote it.

User satisfaction is as an important attribute that is extracted from a product or service after its usage. Nowadays the competition in the market for all kinds of businesses is increasing and hence, all businesses have to keep up with the competition to keep their users satisfied. According to the local consumer survey, 92% of the users trust recommendations made by a family or friend. 93% of the respondents stated they turn to online reviews to decide if the product/service is good. Word of mouth is considered to be a key influencer by 74% of this audience. Such recommendations or reviews are achieved only if the user is satisfied with the product/service. It is said that experience is going to be the key differentiator by 2020, not the price or the product but how satisfied a customer is going to be with the experience provided. Hence a user satisfaction sample survey template can be helpful for businesses to stay ahead in the game and build those loyal customer and may be even brand ambassadors.

Following are the questions to gather perceptions of the user about the product/service and their level of satisfaction.


 
 
Considering your complete experience with us, how likely would you be to recommend our product/service to a friend or colleague?
«Very UnlikelyVery Likely»
012345678910
 
How satisfied are you with the following:
Very dissatisfied Not satisfied Neutral Satisfied Very satisfied
Quality of product/service
Responsiveness to your questions
Customer support availability
Features of the product/service
Payment process
User Friendliness of the product/service
Staff knowledge about the product/service
 
Overall how much would you rate us for the following, on a scale of 1 to 5?
lowestHighest
Quality of product/service
-
Responsiveness to your questions
-
Customer support availability
-
Features of the product/service
-
Payment process
-
User Friendliness of the product/service
-
Understanding your requirements
-
Overall product/service
-
 
 
How would you describe our product/service? Select all that applies.
 
Reliable
 
High quality
 
Useful
 
Unique
 
Value for money
 
Over priced
 
Not practical
 
Complicated
 
User friendly and easy
 
Poor quality
 
Other
 

 
 
How many times have you recommended our product/service to your friends/colleagues?
 
I Don't want to recommend
 
I want to, but not done yet
 
Once or twice
 
3- 4 times
 
5-10 times
 
More than 10 times
 
 
How often do you use our product/service?
 
Every day
 
Every couple of days
 
Every week
 
Every month
 
Every 3 months
 
Less often than 3 months
 
Don’t use it
 
 
How long have you been a customer with us?
 
Less than 6 months
 
6 months to a year
 
1-2 years
 
3 or more years
 
 
How often have you had any issues with our product/service?
 
Very often
 
Sometimes
 
Rarely
 
Never
 
 
How fast were your issues resolved?
 
Extremely fast
 
Somewhat fast
 
Not so fast
 
Never resolved
 
Not applicable
 
 
How likely are you to purchase any of our product/service again?
 
Extremely likely
 
Very likely
 
Somewhat likely
 
Not so likely
 
Not at all likely
 
 
In your own words, how would you describe your overall experience while using our product/service?
   
 
 
Do you have any other comments, suggestion or concerns which can help us to improve user experience?
   

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