Customer Satisfaction Survey Questions

Customer satisfaction survey questions work best when they name the experience: support, purchase, delivery, or product use. A general score without context is hard to turn into action.

View the customer satisfaction template

Score questions

• How satisfied were you with this experience?
• How would you rate the support you received?
• Did the product meet your expectations?
• How would you rate the delivery of your order?

Choose one experience per round and define the scale before sending. A 1-to-5 scale is often enough for a recent interaction.

Open-ended questions

• What was the main reason for your score?
• What helped most in this experience?
• What could have been better?
• Was there a moment when you felt unsure?
• Is there something important we did not ask?

You do not need all of them. One well-placed open question is more useful than five required fields.

How to adapt

Replace “experience” with a concrete situation and avoid asking two things in one sentence. “Did the product arrive quickly and in good packaging?” should become one timing question and one packaging question.

The survey scale guide helps choose between satisfaction, effort, and recommendation.

Next step

Choose one score, one reason question, and one send moment. Read the comments before deciding which pattern deserves investigation.

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