Customer satisfaction survey questions
Use these questions to measure how satisfied your customers are, understand why and know what to fix first. Don’t use them all: pick 5 to 10, start with overall satisfaction and end with an open question.
Overall satisfaction
- 1.
Overall, how satisfied are you with our service?
1 to 5 scale - 2.
How likely are you to recommend us to a friend or colleague?
NPS 0 to 10 - 3.
Did our product or service meet your expectations?
Single choiceExceeded them · Met them · Fell short - 4.
Would you buy from us again?
Single choiceDefinitely · Probably · Not sure · Probably not - 5.
Compared with other options you know, how would you rate us?
Single choiceMuch better · Somewhat better · About the same · Somewhat worse · Much worse
Product or service
- 6.
How would you rate the quality of our product?
1 to 5 scale - 7.
How well does our product solve what you need?
1 to 5 scale - 8.
What do you use or value most about our product?
Multiple choiceQuality · Price · Speed · Service · Variety · Trust - 9.
Is there anything you expected to find and didn’t?
Open-ended - 10.
Did you have any problem with the product or service?
Yes / No
Customer service
- 11.
How satisfied are you with the service you received?
1 to 5 scale - 12.
Did we solve your question or problem?
Single choiceYes, completely · Partly · No - 13.
The person who helped me was friendly and knowledgeable.
Agreement scale - 14.
How quickly did we respond?
1 to 5 scale - 15.
It was easy to get what I needed done.
Agreement scale - 16.
Which channel do you prefer for support?
Single choiceWhatsApp · Email · Phone · In person · Website chat
Price and value
- 17.
How would you rate the value for money?
1 to 5 scale - 18.
Our prices are fair for what we offer.
Agreement scale - 19.
How clear was what you would pay before buying?
1 to 5 scale
Customer profile
- 20.
How long have you been a customer?
Single choiceLess than a month · 1 to 12 months · 1 to 3 years · More than 3 years - 21.
How often do you buy from us?
Single choiceEvery week · Every month · Every few months · Once a year or less - 22.
How did you hear about us?
Single choiceRecommendation · Social media · Google · Advertising · Walked by the store · Other
Open-ended questions
- 23.
What do you like most about working with us?
Open-ended - 24.
What could we do better?
Open-ended - 25.
If you could change just one thing, what would it be?
Open-ended - 26.
Why did you give us that score?
Open-ended - 27.
Is there anything else you’d like to tell us?
Open-ended
Tips for your survey
- Put the overall satisfaction question first and keep it the same every time, so you can compare month to month.
- After a low score, ask why. Open answers almost always explain what the numbers don’t.
- Send it right after the purchase or support interaction, while the experience is fresh.
- 5 to 10 questions is enough. Every extra question lowers the number of people who finish.
- If you reply to people who complained, many of them will trust you again.
Frequently asked questions
- How many questions should a satisfaction survey have?
- Between 5 and 10. A survey that takes 2 or 3 minutes gets far more complete responses than a long one.
- Which scale should I use to measure satisfaction?
- The most common is 1 to 5 (very dissatisfied to very satisfied). To measure loyalty, add the NPS question from 0 to 10.
- How often should I send it?
- After each purchase or support interaction if it’s short, or every 3 to 6 months for a general survey to your whole customer base.
- How do I calculate the share of satisfied customers?
- Count how many gave a 4 or 5 on the 1 to 5 scale and divide by the total. You can use our free CSAT calculator.
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