Customer Satisfaction Survey

Customer satisfaction is the one measure that predicts whether someone comes back, and the one most often gathered too late to act on. This template asks about a specific, recent interaction rather than a general impression, because people remember what happened last week far better than how they feel about a company in the abstract.

It opens by asking what the interaction was about, takes the overall rating on a standard five-point satisfaction scale, and then breaks it down: product or service quality, value for money, speed, staff helpfulness and how well you kept the customer informed, each with a Not applicable choice for the parts they never touched. A customer effort statement, whether a problem was resolved, likelihood to buy again and the standard Net Promoter question give several angles on the same experience, so a low score can be traced to a cause rather than left as an unexplained number.

Two open questions follow, which is where the useful detail almost always lives. An optional last page asks how long they have been a customer and whether you may contact them — worth offering, because a dissatisfied customer who says yes is a service recovery waiting to happen. Only the first two questions are required. Use it after a purchase, a support conversation or a delivery, while the memory is fresh, and name the product or team involved in the wording.