Customer Satisfaction Survey Templates
Twenty one ready-to-send surveys for satisfaction scores, support quality, loyalty and post-purchase feedback. Every template opens as a live survey you can read before a customer ever sees it.
- 21 templates
- 8-12 questions each
- 202 questions in total
- Free, no account needed
Every template below is a working survey, not a picture of one. Open a card to read the full question set with its answer scales, check the length, and see the live preview without creating an account. Each template loads as a working survey in the survey maker, so you can adjust the scale or drop a question before it reaches a customer. If you already know the moment you want to measure, use the chooser table first; it maps a decision to a template rather than making you skim 21 cards. Looking for something other than customer feedback? Browse the full survey template library.
Which Customer Satisfaction Survey Should You Send?
Match the decision you need to make to a survey type. Question counts and times are read off the templates, not guessed. Mode is our advice on whether to collect a name.
| You want to know | Survey type | Cadence | Length | Mode | Template |
|---|---|---|---|---|---|
| How customers rate you overall, in any industry | CSAT baseline | Monthly or quarterly | 9 q, 5 min | Confidential | Customer Feedback Survey |
| Whether that support call actually fixed the problem | Post-interaction CSAT and CES | Every closed call | 9 q, 6 min | Confidential | Post-Call Survey |
| Where your contact centre loses people: wait, handoff or agent | Contact centre diagnostic | Continuous sample | 9 q, 6 min | Confidential | Call Center Survey |
| Whether a completed job, install or visit landed well | Post-service check | Every ticket close | 9 q, 6 min | Confidential | Post-Service Survey |
| Whether customers would still choose you at renewal | Loyalty and NPS tracker | Quarterly | 9 q, 5 min | Anonymous | Brand Loyalty Survey |
| Which part of service quality is dragging the score down | SERVQUAL diagnostic | Twice a year | 10 q, 5 min | Anonymous | Service Quality (SERVQUAL) Survey |
| Whether parcels arrive on time, complete and undamaged | Delivery operations | Rolling sample | 8 q, 6 min | Confidential | Delivery Survey |
| How a named project client feels before handover | Client milestone review | At each milestone | 10 q, 6 min | Identified | Construction Customer Satisfaction Survey |
| Whether an internal service team is easy to work with | Internal client CSAT | Quarterly | 10 q, 7 min | Confidential | Procurement Satisfaction Survey |
| What candidates thought of your hiring process | Candidate experience | After each stage | 9 q, 5 min | Anonymous | Recruitment Satisfaction Survey |
CSAT Survey Templates
All four ask a customer to rate a whole experience. Pick the one whose wording already fits your business. The customer feedback survey template is the modular one. Swap blocks in and out for support, checkout, delivery or renewal. The grocery, meal and guest versions arrive pre-worded for a shop, a plate and a stay. That saves you the rewrite. It also locks you into that setting.
Customer Service Survey Templates
All three fire after a support contact. They differ by how much you want to diagnose. Post-Call is the two minute version for a single call. The Call Center survey is the customer-facing one. It branches by channel, agent and resolution for contact centre reporting. It is not a staff survey. Post-Service covers ticket closes, site visits and installs, where the job is what gets rated.
NPS and Loyalty Survey Templates
Satisfaction asks how the last contact went. Loyalty asks whether the relationship survives your next price rise. Those are two different questions and two different surveys. Brand Loyalty tracks repeat intent, preference and switching risk across your customer base. The dealer version does the same for partners who resell you. There the contract makes leaving expensive.
Client Satisfaction Survey Templates
Named clients answer differently from anonymous shoppers. They expect you to know who they are and to call them back. Use Construction for project clients at each milestone and at handover. Use Procurement and Facilities for internal teams rating a service desk. Use Recruitment for candidates rating your hiring process. If the people you want to hear from are on your payroll, and the topic is their job rather than a service, use the staff survey templates instead.
Service Quality and Delivery Survey Templates
Start with SERVQUAL if one blended score is not enough. It splits perceived quality into reliability, responsiveness, assurance, empathy and tangibles. The other four are operational. Service Delivery covers jobs and tickets. Delivery covers parcels and booked drop-offs. Food Delivery adds temperature, packaging and courier handling. Home Care is for scheduled visits, where safety and dignity matter more than speed.
Post-Purchase and Post-Service Feedback
These three are one-shot surveys, sent once an episode closes. The memory is fresh and there is no second chance to ask. Dealership routes by journey: sales, finance, or a service visit. Hospital Quality covers a discharge without copying a regulated instrument. Hackathon closes out an event while people still remember the WiFi. For internal process and audit checks, see the operations and compliance survey templates.
Customer Satisfaction Survey Questions You Can Copy
These items are lifted from the templates above. The wording has already been through the same pass. One idea per question, plain agreement statements, nothing reverse-worded. Copy the block you need. Open the template if you want the answer scales, the routing rules and the follow-up prompts that go with it.
Core customer satisfaction survey questions
- "Overall, how satisfied were you with the support you received today?"
- "How easy was it to complete your purchase today?"
- "Was your issue resolved?"
- "The time it took to get help was acceptable."
- "What is the one thing we should change to improve your experience?"
- "May we contact you to follow up on your feedback?"
From the Customer Feedback Survey (9 questions, 5 min). This is the modular set: keep the first and last two, then swap the middle for whichever moment you are measuring.
Customer service survey questions
- "How easy was it to get your issue handled today?"
- "Was your issue resolved during this call?"
- "How would you rate the agent you spoke with today?"
- "What was the main reason for your score today?"
- "How did you connect with us today?"
- "What should we improve for future calls? (Please do not include sensitive information.)"
From the Call Center Survey (9 questions, 6 min). Ask resolution before agent rating, or a customer who is still angry about the outcome will mark the person down for it.
Service quality questions (SERVQUAL dimensions)
- "An excellent provider performs the service right the first time."
- "Employees of an excellent provider are always willing to help customers."
- "Employees of an excellent provider are consistently courteous with customers."
- "An excellent provider gives customers individual attention."
- "Materials associated with the service, such as statements or documentation, are visually appealing."
- "Overall, how satisfied were you with this interaction?"
From the Service Quality (SERVQUAL) Survey (10 questions, 5 min), adapted from the published SERVQUAL battery.[4] The first five items cover the five dimensions in order: reliability, responsiveness, assurance, empathy and tangibles. Ask the same items twice, once as expectation and once as perception, and the gap between them is your diagnosis.
Delivery and fulfilment questions
- "Was your delivery completed within the promised delivery window?"
- "The tracking link and delivery updates were clear and accurate."
- "My order arrived complete (nothing missing)."
- "My order arrived in good condition."
- "How satisfied were you with the delivery experience overall?"
- "What is one thing we could improve about delivery?"
From the Delivery Survey (8 questions, 6 min). Keep the three factual checks separate: a late parcel and a damaged parcel need different fixes and blur into one score if you merge them.
Client and B2B satisfaction questions
- "Overall, how satisfied are you with the support you received for your most recent request?"
- "We made it easy to complete your request."
- "Communication from our team was timely and easy to understand."
- "Policies and approvals were applied consistently and fairly."
- "Timelines were predictable: I knew what would happen next and when."
- "What was the biggest friction point in your most recent request?"
From the Procurement Satisfaction Survey (10 questions, 7 min), generalised from procurement wording. Named clients answer fairness and predictability questions honestly far more often than they answer a blunt satisfaction score.
Post-service resolution questions
- "The service was completed within the expected timeframe."
- "Communication was clear and timely throughout the service."
- "The work was done correctly the first time."
- "It was easy to get this service completed."
- "If you contacted us about a problem, it was resolved to your satisfaction."
- "How likely are you to recommend us to a colleague or friend?"
From the Service Delivery Satisfaction Survey (10 questions, 5 min). First-time-fix is the item most teams leave out and the one that best predicts a repeat contact.
CSAT vs NPS vs CES: Which Score to Use
Three metrics, three different jobs. CSAT rates a moment. NPS tracks a relationship. CES measures how hard you made someone work. Choose by the decision you need to make, then keep the wording and the scale identical between waves.
| Metric | The question it asks | Scale | How you score it | Use it for |
|---|---|---|---|---|
| CSAT | "Overall, how satisfied were you with X?" | 1 to 5 | Top two boxes divided by everyone who answered, times 100 | One named interaction or purchase |
| NPS | "How likely are you to recommend us?" | 0 to 10 | Percent scoring 9 or 10, minus percent scoring 0 to 6 | A relationship tracked over time |
| CES | "We made it easy for me to handle my issue." | 1 to 7 agreement | Percent who agree, or the mean of all answers | Support, claims, anything with steps |
Why effort got its own metric
What counts as a good score?
There is no single pass mark. The closest thing to a neutral reference point is a national index. These are the 2026 sector scores from the American Customer Satisfaction Index, measured over the twelve months ending December 2025.[3] The national figure across the whole United States economy was 76.1 in the second quarter of 2026.[8]
| Sector | ACSI score (0 to 100) |
|---|---|
| Specialty retailers | 80 |
| General merchandise retailers | 79 |
| Online retailers | 79 |
| Supermarkets | 78 |
| Consumer shipping | 78 |
| Gas stations | 75 |
| United States Postal Service (mail) | 72 |
How long the survey can be
Longer questionnaires get lower response rates. A meta-analysis of 20 studies found that association, though the authors warn the effect is not consistent enough to set a hard limit on.[5] Attention fades before people quit. Across roughly 100,000 surveys, median answering time fell from about 30 seconds per question early on to about 19 seconds by question 26.[6] Every template on this page finishes in 8 minutes or less.
Three numbers we checked and then did not use
"96% of high effort customers become disloyal, against 9% of low effort customers." This is quoted everywhere as coming from the 2010 article. It is not in it. We read the full authorised reprint and listed every percentage it contains, and neither 96 nor 9 appears. It traces to a later book we could not verify against a primary source. We use the 1% against 81% figures above, which are in the article.[2]
"Satisfied customers are loyal customers." The same study found the opposite is common. Twenty percent of the customers it classed as satisfied said they intended to leave. Twenty eight percent of the dissatisfied ones said they intended to stay.[2] Satisfaction and loyalty are worth measuring separately, which is why they are separate sections on this page.
A DOI for the 1988 SERVQUAL paper. Several are in circulation. None of them resolve, because the journal was never back-registered for that year. We checked each one against the DOI handle service and got nothing. So we cite the paper by volume and page instead, and give the instrument record separately.[4]
Customer Satisfaction Survey FAQ
What questions should a customer satisfaction survey include?
Four jobs, in this order. One overall rating. One or two questions about the thing you can actually change. One open text prompt. One question asking permission to follow up. Ask whether the issue was resolved before you ask about the person who handled it. Otherwise a bad outcome drags the person's rating down with it. The question bank above has six copy-ready blocks, each lifted from a template on this page.
How many questions should a customer satisfaction survey have?
Five to ten for a post-interaction survey. Up to about fifteen for a relationship or annual one. Every template here sits between 8 and 12 questions, and between 5 and 8 minutes. Both are read off the template, not estimated. Longer questionnaires do get lower response rates, though the research warns the effect is too uneven to set a hard cut-off.[5] Attention drops before people quit: median answering time falls from about 30 seconds per question to about 19 seconds by question 26.[6]
How do you calculate a CSAT score?
Count the respondents who picked the top two boxes (satisfied and very satisfied on a 5 point scale), divide by the total number who answered that question, and multiply by 100. Forty top-two answers out of fifty gives you 80%. Report the denominator alongside the score: 80% from 50 responses and 80% from 5 responses are not the same fact.
How do you calculate NPS?
Ask how likely someone is to recommend you on a 0 to 10 scale. Promoters score 9 or 10, passives 7 or 8, detractors 0 to 6. Subtract the percentage of detractors from the percentage of promoters. The result runs from minus 100 to plus 100 and is a count, not an average, so it can swing hard on small samples. The metric comes from Reichheld's 2003 article.[1]
What is CES and when should you use it instead of CSAT?
Customer Effort Score asks how easy you made it to get something done, usually as agreement with "the company made it easy for me to handle my issue" on a 1 to 7 scale. Report the percentage who agree, or the mean. Use it after service interactions, where reducing effort is the lever you actually control. The research behind it argued that easing effort predicts loyalty better than trying to exceed expectations.[2]
What is a good customer satisfaction score?
There is no universal pass mark. The honest answer is a comparison, not a number. Use a published national index for your sector, and your own last wave for everything else. The scores section above lists 2026 sector scores from the American Customer Satisfaction Index.[3] Look at how far apart whole industries sit before you judge your own result.
When should you send a customer satisfaction survey?
As close to the event as you can get without interrupting it. Send support surveys within an hour of the ticket closing. Send delivery surveys the same day. Send post-purchase surveys once the customer has actually used the thing. Loyalty surveys work on a fixed calendar instead, usually quarterly. There you want the trend, not the reaction.
Should a customer satisfaction survey be anonymous?
Make it anonymous when you want candour about people or prices. You give up follow-up in exchange. Make it confidential when a low score should trigger a call. Confidential means the answer is linked to the customer, but access is restricted. Most templates here are set to confidential for that reason. The chooser table lists the mode we suggest for each one. Either way, say which one it is before the first question.
Should I use a 1 to 5 or a 1 to 10 scale?
Use 5 points for satisfaction and agreement. Use 7 for effort. Use 0 to 10 only for the recommend question, because its scoring rules assume that range. Label every point rather than just the two ends, so people are not guessing what the middle means. One rule matters more than the choice itself: never change the scale between waves, or you lose the trend.
How do I get more people to answer a customer satisfaction survey?
Shorten it. Send it while the experience is fresh. Tell people what changed because of the last one. Channel matters more than most teams expect: one platform reports 49% response on email against 19% on SMS, though those are its own opted-in lists rather than a neutral test.[7] Keep incentives small, or you attract people who only want the incentive. And never promise two minutes for a survey that takes six.
Can I use a customer satisfaction survey template for B2B clients?
Yes, but change two things. Send it to several people at the account, since the person who signs the contract and the person who uses your product will not answer the same way. And ask about predictability and fairness rather than delight, because those are what a business buyer is actually evaluating. The client satisfaction templates are already written this way.
What is the difference between a customer satisfaction survey and a customer service survey?
A satisfaction survey rates a whole relationship or purchase. A customer service survey rates one support contact. They need different timing: a fixed calendar against straight after the ticket. They need different metrics: CSAT or NPS against CSAT plus CES. They usually need different owners too. Running one and calling it the other is the most common reason a survey programme produces numbers nobody acts on.
Methods & Sources
How these templates are built
Each template is a live survey on SuperSurvey, not a document. The question count and completion time shown on every card and in the chooser table are read off that template's own preview, so they match what a customer will actually see. Items are one idea per question, positively worded, on a 5 point agreement or satisfaction scale, with 0 to 10 reserved for the recommend question because its scoring rules assume that range. The Mode column is our recommendation rather than a setting: it says whether we would collect a name for that kind of survey, and you can change it in the builder.
What we cannot reproduce here, and why
Several well known satisfaction instruments cannot be reproduced here. HCAHPS is a regulated CMS survey with its own approved wording and vendor rules, so the Hospital Quality template measures the same territory in our own words and is not a substitute for official HCAHPS administration. Net Promoter Score, NPS and the promoter/passive/detractor framing are trademarks of Bain & Company, Fred Reichheld and Satmetrix; we describe the calculation and cite the source rather than presenting it as our own. The SERVQUAL items in the question bank are adapted from the scale published by Parasuraman, Zeithaml and Berry, which is cited below.[4] Where an instrument is licensed or restricted, we write our own items instead of paraphrasing someone else's.
Limits
The sector scores on this page come from a United States index and a United States sample, so they describe American consumers and will not transfer cleanly to another market. They are also whole-sector averages: a strong retailer and a weak one sit inside the same number, which makes the index useful for setting expectations and useless for judging one company. The customer effort finding is a single large study from 2010 in a support context, and it has not been replicated at that scale since. Question counts and completion times are what the template ships with, measured today; if you add questions, both go up. Nothing here is a benchmark of your own performance, and no page can give you one. Your previous wave is the only comparison that controls for your customers, your wording and your sample.
Disclosure
SuperSurvey is our survey builder, and every template on this page opens in it. There is no account wall, no email capture and no download gate on any of the 21 templates: you can read the full question set and the answer scales before you decide whether to use anything. We say this plainly because most pages competing for this search do gate their templates, and you deserve to know which kind of page you are on before you click.
References
- Reichheld, F. F. The One Number You Need to Grow. Harvard Business Review, December 2003. hbr.org. Origin of Net Promoter Score. NPS and Net Promoter are trademarks of Bain & Company, Fred Reichheld and Satmetrix Systems.
- Dixon, M., Freeman, K., & Toman, N. Stop Trying to Delight Your Customers. Harvard Business Review, July to August 2010, reprint R1007L. hbr.org. Customer Contact Council survey of more than 75,000 business to consumer and business to business customers over three years. Source of the 1% and 81% word of mouth figures, and of the finding that 20% of satisfied customers intended to leave while 28% of dissatisfied customers intended to stay.
- American Customer Satisfaction Index LLC. ACSI Retail and Consumer Shipping Study 2026, published January 27, 2026. theacsi.com. Scores are based on surveys conducted over the twelve months ending December 2025 and are reported on a 0 to 100 scale. Study of origin and publisher: the American Customer Satisfaction Index LLC.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, volume 64, number 1, Spring 1988, pages 12 to 40. The journal was not registered with Crossref before 1993, so the paper itself has no valid DOI. The instrument record does: doi.org/10.1037/t09264-000 (APA PsycTESTS).
- Rolstad, S., Adler, J., & Ryden, A. Response Burden and Questionnaire Length: Is Shorter Better? A Review and Meta-analysis. Value in Health, volume 14, number 8, 2011, pages 1101 to 1108. doi.org/10.1016/j.jval.2011.06.003. Twenty studies met the inclusion criteria. The authors note the association is significant but not homogeneous, and advise choosing instruments on content rather than length alone.
- SurveyMonkey. How Much Time Are Respondents Willing to Spend on Your Survey? surveymonkey.com. Median completion times from a random sample of about 100,000 surveys. Undated by the publisher. Vendor research, not peer reviewed.
- SurveyMonkey. Survey Response Rate Benchmarks, 2025 platform data. surveymonkey.com. First party platform data with no disclosed sample size. Email figures reflect opted-in lists where the recipient recognises the sender, which the publisher states explicitly.
- American Customer Satisfaction Index LLC. National ACSI quarterly scores. theacsi.com. National score of 76.1 for the second quarter of 2026.
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