Customer Satisfaction Survey Template
Your customer rates one recent experience on a 5-point scale. Question 1 gives the CSAT score; the rest explain it.
- 12questions
- About 3 minto complete
The 12 customer satisfaction survey questions
A customer satisfaction survey asks a customer to rate one recent experience with your business on a fixed scale, soon after it happened. The share who answer 4 or 5 to question 1 is your CSAT score. All twelve are built and ready to send from the free survey creator.
The score
Question 1 is the CSAT item. Question 2 sets it against what the customer expected.
- Overall, how satisfied were you with your most recent experience with us?Your CSAT is the share of 4s and 5s here.
- Compared with what you expected, how did it turn out?
What shaped it
Six ratings that explain the score. On SuperSurvey, 96.2% of people who reach a rating scale answer it.[2]
- How satisfied were you with the quality of what you received?If this is lowest, faster service will not lift the score.
- How satisfied were you with the people you dealt with?
- How satisfied were you with how quickly things were done?
- How satisfied were you with how easy we were to deal with?
- How satisfied were you with the value for the price you paid?
- How satisfied were you with how clearly we kept you informed?
In their own words
Both optional, and placed before the end so the survey closes on a rating.
- What is the one thing we could have done better?Tag each answer once, then fix the most common tag first.
- What did we get right?Protects what works from the next round of changes.
Next time
Two closing ratings that look ahead to the next order or visit.
- How confident are you that we would get it right next time?
- How likely are you to do business with us again?
How to send it and calculate CSAT
Send it to every customer who had the experience, a day or two after it ends. Ask everyone: customers with strong views are the likeliest to speak up unprompted, a pattern found across more than 280 million online reviews.[1] After a single support ticket, the customer service survey fits better.
Your CSAT is the share of question 1 answers that are 4 or 5: count them, divide by everyone who answered, multiply by 100.
| Answer to question 1 | Customers |
|---|---|
| 5 | 21 |
| 4 | 27 |
| 1, 2 or 3 | 15 |
| All answers | 63 |
CSAT = (21 + 27) / 63 x 100 = 76%.
In a quiet month, give the count too: 15 of 20 says more than 75%. For the reasons in customers' own words, add a customer feedback survey.
Customer satisfaction survey FAQ
What questions should a customer satisfaction survey ask?
One overall rating of a recent experience, then a rating for each part that shaped it, then an optional comment. The twelve above follow that order. A dealership can start from the car dealership survey. Builders have the construction customer survey.
What is a good CSAT score?
The one to beat is your own last score on the same question and scale. Report it with its count, such as 76% of 63, then set the next target a few points higher and reach it through the weakest driver.
How do you improve a CSAT score?
Compare the CSAT of customers who rated a driver 4 or 5 with everyone else, one driver at a time. The driver with the biggest gap is the one to fix first. Reply in person to anyone who chose 1 or 2.
Michael Hodge, survey methodology · Updated 26 September 2026 · How templates are reviewed
Sources (2)
- Schoenmueller, V., Netzer, O. and Stahl, F. "The Polarity of Online Reviews: Prevalence, Drivers and Implications." Journal of Marketing Research 57, no. 5 (2020): 853-877. doi:10.1177/0022243720941832
- SuperSurvey Response Benchmark, 16 September 2023 to 25 August 2026: 25,112 analyzed surveys with 998,864 completed responses, out of 2,274,520 responses platform-wide. Method note.
Ask your next customer how it went
Ten 5-point ratings and two optional comment boxes, about three minutes to answer.
Use this template