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Customer Satisfaction Survey Questions

Sample customer satisfaction survey questions for learning customer satisfaction with all aspects of the experience; a free template easy to use with your survey tool.

Note: This example is meant as a starting point that you can then customize to your situation. The questions are not exactly as a respondent would see them; they are instead formatted in such a way that they can easily be copied and pasted into an online survey tool (such as SurveyMonkey), so please feel free to do so!

[Text in brackets are your instructions for setting up the survey and should not appear in the survey]

1. How long have you been a [insert company name] customer?
Less than 1 year
1 to less than 3 years
3 to less than 5 years
5 or more years

2. How would you rate your overall experience as a [insert company name] customer?
[Display Choices Horizontally]
1 – Very Poor [Far Left]
2
3
4
5
6
7 – Outstanding [Far Right]

3a. To what extent is each of the following a strength or weakness of [insert company name] when considering how it affects your overall customer experience?
[Matrix Question, One Answer per Row]

[Column Choices, Rating Scale]
1 – A Significant Weakness [Far Left]
2
3
4 – Neither a Strength nor Weakness
5
6
7 – A Significant Strength [Far Right]

[Row Choices, Randomize Order]
Product quality
Features
Ease of use
Selection
Customer service
Customer support
Value for the price

[Ask if Customer Service or Customer Support is rated 1-3 above]
3b. You indicated that [customer service/customer support] is a weakness. What parts of [customer service/customer support] are a weakness? (Select all that apply)
Representative's ability to understand the issue or question
Representative's ability to provide the answer or solution
Representative's ability to speak in a clear and understandable manner
Representative's professionalism
Representative's friendliness
Wait time before reaching a representative
Hours of availability

4. Please comment on each of the following aspects of your experience as a [insert company name] customer. (You may leave the space blank if you have no comment)
Product quality/reliability: [Text Box]
Features: [Text Box]
Ease of use: [Text Box]
Selection: [Text Box]
Customer service: [Text Box]
Customer support: [Text Box]
Value for the price: [Text Box]
Other: [Text Box]

6. How likely are you to recommend [insert company name] to someone else?
[Display Choices Horizontally]
1 – Not at all likely [Far Left]
2
3
4
5
6
7 – Very likely [Far Right]

7. How likely are you to still be a customer of [insert company name] one year from now?
Definitely will [Ask Q8]
Probably will [Ask Q8]
May or may not [Ask Q9]
Probably will not [Ask Q9]
Definitely will not [Ask Q9]

8. What would you say to someone else who was considering being a customer of [insert company name] to persuade them to do so?

[Large Text Box]

9. Please indicate the potential effect of each of the following on your likelihood to remain a customer of [insert company name].
[Matrix Question, One Answer per Row]

[Column Choices, Rating Scale]
Not at all more likely to remain a customer [Far Left]
Somewhat more likely to remain a customer
Much more likely to remain a customer [Far Right]

[Row Choices, Randomize Order]
Better product quality/reliability
Better features
Easier to use
Better selection
Better customer service
Better customer support
Better value for the price

For professional assistance customizing this or any other type of survey for your unique situation, click here to learn about our affordable survey writing service and how we will personally help you. 

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