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Customer Satisfaction Survey Template

A Customer Satisfaction (CSAT) Survey is a short, direct questionnaire used to measure a customer’s happiness with a specific transaction, product, or interaction (like a recent purchase or service call).

It focuses on a single, core question—such as, “How satisfied were you with X?”—with responses typically given on a 5-point scale. The result is calculated as the percentage of highly satisfied customers (the top two scores). The goal is to provide a quick, immediate measure of how well the company is meeting expectations at critical points of the customer journey.

Key Benefits

The data collected from these surveys is vital for improving service delivery and customer experience:

  • Provides Immediate Feedback on Service Quality
  • Identifies Transactional Pain Points
  • Allows for Quick Follow-up and Service Recovery
  • Measures Effectiveness of Recent Changes
  • Increases Customer Loyalty and Retention
Use this template
Number of questions:
13

Questions used in this template

Customer Satisfaction Survey

Thank you for choosing [Your Company Name]! We value your opinion and would appreciate your feedback to help us enhance our products / services.

Q1. How long have you been a customer of [Your Company Name]?

  1. Less than 6 months
  2. 6 months to 1 year
  3. 1 – 2 years
  4. 2 – 5 years
  5. Over 5 years

Q2. How frequently do you use our products / services?

  1. Daily
  2. Weekly
  3. Monthly
  4. Occasionally
  5. Rarely

How satisfied are you with the following:

Q3.a Quality of our products / services

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Q3.b Responsiveness of our Support Team

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Q3.c Customer Services Team

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Q3.d Resolution of issues or problems you have encountered

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Q3.e Usability of our website / platform

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Q3.f With [Your Company Name] overall

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Q4. Would you recommend [Your Company Name] to a friend or colleague?

  1. Yes
  2. No

Q5. Is there anything else you would like to share about your experience with [Your Company Name]?

(Please specify below)

About You

Q6. What is your age?

  1. 18 – 24
  2. 25 – 34
  3. 35 – 44
  4. 45 – 54
  5. 55 +

Q7. What gender do you identify as?

  1. Male
  2. Female
  3. Transgender
  4. Non-binary
  5. I describe myself in another way (Please specify here):
  6. Prefer not to say

Thank you for taking the time to complete our survey.

Your feedback is invaluable to us. If you have any further comments or concerns, please contact us.