You’ll never know how customers feel about your brand and its offers unless you ask. Customer satisfaction survey templates make it easy to create surveys that reveal customers’ thoughts and feelings, helping you understand what’s working and what areas you need to improve.
What is a customer satisfaction survey?
Customer satisfaction (CSAT) surveys contain a set of questions designed to understand how satisfied users are with your products or services, brand, and customer support. The questionnaire lets your team make product changes that resonate with customers and optimize the user experience (UX). With this survey, you'll learn
Whether your product/service satisfies users' needs
If your product did what you wanted it to do
Whether your customer service requires more work
If there are issues that need immediate attention
This quick survey often contains a simple feedback question with a binary response (ex: yes/no, 😊/☹️) or a 5- or 7-point Likert scale (for example, 1 - Strongly disagree, 5 - Strongly agree).
However, you can also consider adding a follow-up, open-ended question to your CSAT survey to gather qualitative customer feedback, such as “In your own words, how can we improve?”
How is a CSAT survey different from an NPS® survey or a CES survey?
A Net Promoter Score® (NPS) survey is a type of customer satisfaction survey used to measure long-term customer loyalty and happiness. It’s usually composed of a 0–10 rating scale question that asks users how likely they are to recommend your company, product, or service to a friend or a colleague.
It’s a best practice to include an open-ended follow-up question in an NPS survey to dive deeper into customer sentiment, increase customer retention, and reduce churn. Respondents are then categorized into Promoters, Passives, or Detractors.
A Customer Effort Score (CES) survey is a type of customer feedback survey that reflects the amount of effort a customer had to exert to use a product or service, find the information they needed, or resolve an issue.
When should you use a CSAT survey?
A CSAT survey provides valuable insights when measuring short-term satisfaction levels. You can strategically place the survey at key moments in the customer journey to peek into users' micro-experiences.
How to use your CSAT survey results
Your customer satisfaction score is a CSAT metric you should monitor at different stages of the customer journey.
When you ask respondents to pick from two options, customer satisfaction scores tend to be high (98%+). So a spike in negative CSAT scores can alert you to problems that need urgent attention.
This valuable feedback, combined with qualitative data, helps you assess and better address customer needs.
Customize your CSAT survey template
Make Contentsquare’s CSAT survey template your own by
Changing the color scheme
Picking from full-screen, pop-up, or external link surveys
Opting in to on-site user targeting
Selecting how often users see the survey
Choosing where to receive responses
You can also tweak each question in the template or add your own. The type of questions for a good customer satisfaction survey varies depending on whether you want to get binary responses (for example, yes/no, 😊/☹️, 👍/ 👎) or a 5- or 7-point Likert scale score (1 - Strongly disagree, 5 - Strongly agree).
Some additional customer satisfaction survey questions you might want to include in your survey include
How satisfied are you with the content on this page? (1 to 5, Very dissatisfied to Very satisfied)
How satisfied were you with the demo? (1 to 5, Very dissatisfied to Very satisfied)
Are you satisfied with the onboarding? (Yes/No)
Are you satisfied with [product/service]? (👍/ 👎)
Are you satisfied with the customer service? (😊/☹️)
To gather deeper customer insight, consider including a follow-up question to give users a chance to expand on their level of satisfaction or gather ideas to improve it:
In your own words, how can we improve the content on this page?
Why aren’t you satisfied with the demo?
What did you enjoy most about the onboarding process?
What would increase the product quality, according to you?
What went particularly well during your customer service experience?
Set up the customer satisfaction survey in seconds
Creating a customer satisfaction survey is fast and easy. To begin, book a demo with our team. You’ll get access to 40+ survey templates, including our CSAT survey template.
FAQs on Customer satisfaction survey templates
Yes. The template comes pre-populated with our expert-built questions, but you’re free to edit them to fit your needs.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.