Customer satisfaction survey template (with ready-to-copy questions)
This template covers the essentials of a short customer satisfaction survey (5-8 questions, under 3 minutes), meant to be sent after a purchase, a delivery, or the close of a support ticket. The order matters as much as the questions themselves — starting with the most important question and leaving optional ones for the end is what keeps the completion rate up.
The core question (CSAT)
- "How satisfied are you with [product/service/interaction]?" — 5-point scale, Very unsatisfied to Very satisfied.
This goes first, always. It's the question that summarizes the whole experience, and putting it up front ensures it gets answered even if the person abandons afterward.
Follow-up questions (why)
- "What did you value most about the experience?" (open text, optional)
- "What could we have done better?" (open text, optional)
- "Did the experience meet what you expected?" (Yes / No / Partially)
Process-specific questions
- "How easy was it to [complete the purchase / resolve your issue]?" — this is actually a CES question, useful as a complement to the overall CSAT.
- "Was the response time what you expected?" (Yes / No)
- "Did you get all the information you needed?" (Yes / No / Partially)
Closing with repurchase intent
- "How likely are you to buy/use [product/service] again?" — 5- or 7-point scale.
- "How likely are you to recommend us to someone else?" — this is the NPS question, if you want to measure loyalty on top of point-in-time satisfaction.
How to build it in SurvIQ
Every rating question in this template is built with the same "Rating" question type in SurvIQ, picking whichever scale length (5 or 7 points) applies. The Yes/No/Partially questions are single-choice, and the open-text ones need no extra configuration.
Why you shouldn't always use all 10 questions
This template is a menu, not a required minimum. A quick post-purchase survey works best with 5-6 questions (CSAT + two follow-ups + close), saving the rest for cases where the sales or support cycle is longer and justifies asking for a bit more time.