Customer Satisfaction Score (CSAT) questionnaire template

Dear customer👋

Your opinion matters to us. Please take 5 minutes to give us your feedback which will help us improve quality of our products/services and make sure you're always left with a positive experience.

We truly appreciate your insight and your time.

Important: Questions 11 - 15 serve to further identify your customers. If not needed for a more detailed insight, feel free to remove them.

1. Overall, how satisfied are you with the [product/service] you have purchased?

(1 star = minimum satisfaction / 5 stars = maximum satisfaction)

2. Where have you found out about the [product/service]?

Select one answer

  • Choose...
    • Choose...
    • Price comparison sites
    • Commercial (TV, radio, magazine)
    • Reference from a colleague/friend
    • Previous experience
    • Social networks (FB, YT, IG, Twitter etc.)
    • Internet
    • Other...

3. Which brands were on your checklist after you started considering the purchase?

Select one answer in each row

  • Yes
  • Can't tell
  • No

[Your brand]

  • Yes
  • Can't tell
  • No

[Competitive brand 1]

  • Yes
  • Can't tell
  • No

[Competitive brand 2]

  • Yes
  • Can't tell
  • No

[Competitive brand 3]

  • Yes
  • Can't tell
  • No

[Competitive brand 4]

  • Yes
  • Can't tell
  • No

4. How much do you agree with the following statements?

Select one answer in each row

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

The [product/service] helped me solve my needs.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

[Product/Service] related data were presented clearly.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

The staff was available for personal assistance.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

There were no friction points during the purchase process.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

The value for money of the [product/service] is adequate.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

The onboarding process was smooth and effortless.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

Customer support for additional requests is sufficient.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

5. What do you consider the most useful information resource?

Order from the most useful to the least.

  • Website
  • Blog
  • Social networks (FB, YT, IG, Twitter etc.)
  • Newsletters
  • Podcasts
  • Webinars

6. Which of the following statements best describes you?

Select one answer

  • Choose...
    • Choose...
    • I've been your customer for less than 3 months.
    • I've been your customer for about half a year.
    • I've been your customer for about a year.
    • I've been your customer for about 2 years.
    • I've been your customer for more than 2 years.
    • I'm currently not your customer, but consider becoming one.
    • I'm currently not your customer and don’t plan to become one anytime soon.

7. What was (or possibly would be) the motivation for you to become our customer?

A single reason is enough but the more you have, the merrier we'll get.

500

8. Based on your current experience, will you purchase any of our products/services again?

Select one answer

  • Yes
  • Maybe
  • No
  • Can't tell

9. How likely is it that you would recommend our products/services to your colleague or friend?

  • 0
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10

Not at all likely

Extremely likely

10. Is there anything that can make your customer experience any better?

All ideas and suggestions count.

500

11. What is your gender?

Select one answer

  • Male
  • Female
  • Prefer not to say

12. What is your age?

Select one answer

  • Under 15
  • 15 - 20
  • 21 - 30
  • 31 - 35
  • 36 - 40
  • 41 - 50
  • Over 50
  • Prefer not to say

13. What is your highest education degree you've earned?

Select one answer

  • Less than high school degree
  • Apprenticeship certificate
  • High school degree or equivalent
  • Bachelor's degree
  • Master's degree
  • Doctoral degree

14. What is your employment status?

Select one answer

  • Choose...
    • Choose...
    • Employed (full-time)
    • Employed (part-time)
    • Unemployed
    • Self-employed
    • Student
    • Retired

15. Which income group does your household fall under?

Select one answer

  • Less than $20.000 / year
  • $20.000 - $30.000 / year
  • $31.000 - $40.000 / year
  • $41.000 - $50.000 / year
  • $51.000 - $60.000 / year
  • Over $60.000 / year
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Survey Templates Customer Feedback

Customer Satisfaction Score (CSAT survey)

Popularity 54 ×

Measure customer satisfaction and quantify your business success with the Customer Satisfaction Score survey template. Show your customers that you care.

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The survey sample is ideal for

  • marketing and product managers,
  • heads of customer services or customer support lines,
  • sales representatives.

Keep in touch with your customers and pay attention to what they want, feel and think in terms of your product or service. Not only does working towards customer satisfaction contribute to the increase of your revenue and brand credibility, but also it leads to effective organic promotion and churn prevention. Take a deeper dive into factors that affect the satisfaction level and make sure you are able to meet your customers’ needs and deliver values they expect.

The questionnaire template can be fully edited. Survio will process your answers into well-arranged tables and graphs.

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