Free Customer Satisfaction Survey Templates | Complete Guide

A customer satisfaction survey template is a questionnaire designed by the members of a company to review their client’s satisfaction with a business’s products/services, customer service, or even business outlook.

The customer satisfaction survey templates are given to customers after their interaction with the business through emails or paper surveys.

The customer satisfaction survey template is essential as it helps companies and organizations to understand the level of satisfaction of the customers. Through this, organizations can restructure the operations to meet the clients’ demands and help them improve the products and services.

Additionally, customer satisfaction surveys help businesses in identifying market gaps and opportunities which can be implemented to increase sales or to enhance the existing products or services.

Types of Customer Satisfaction Survey

Various types of surveys can be conducted with the help of different customer satisfaction survey templates that are used to determine the level of satisfaction from clients.

Following mentioned are the main types of customer satisfaction surveys that are conducted by companies:

Customer satisfaction score

The survey is mainly known as direct answer and it is preferred because it saves the customers’ time and thus increases the probability of getting more responses. This type of customer satisfaction survey template has direct questions that have the option of yes and no with them. Clients do not have to explain their views rather select the option which best fits their thoughts.

For example:

The question can be: “was the service satisfactory” {yes} {no}

Net promoter score

Net promoter score customer satisfaction survey focuses on establishing the probability of the customer to recommend the product or service to another person. The score is given on a rating between 0-10, and the low promoter score ranges between 0-5, meaning that the customer is not likely to recommend the service. Alternatively, a high promoter score ranges between 6-10, which shows that the client is likely to recommend the product or service.

For example:

On a range of 1-10, how would you rate our services?

Customer effort score

A customer effort score survey method is focused on determining the effort a customer puts to acquire a product or service from an organization.

For example:

“How easy was it for you to acquire the product?” {“Very easy”, “Somehow easy”, “Fair”, “Difficult” “Very difficult”}.

The customer then chooses one of the options according to their experience on the customer satisfaction survey template, and this helps the organization formulate better practices to improve on the customers’ experience.

Milestone surveys

Milestone customer satisfaction survey templates are sent to customers to follow up on their satisfaction progress. This helps in the continued remodeling of products or services to enhance customer satisfaction.

For example:

A survey can be sent to a customer three weeks after they sign up for a service to check how satisfied they are, and another survey sent three weeks after the first survey.

This helps the company to understand their clients’ needs to tailor their services or products to meet clients’ expectations.

The Types of Questions Asked

There are six categories of questioning methods that can be used in customer satisfaction survey templates, and each type has its advantages and disadvantages to enhance the quality of feedback from customers.

They are as follows;

Multiple-choice questions

In multiple-choice questions on customer satisfaction survey templates, the respondent is provided with close-ended options whereby the choice is provided, and they only need to choose one of the options. This type of questionnaire restricts the respondent from giving additional details to the questions.

There are various types of multiple-choice questions as discussed below:

Rating scale

The rating scale method of conducting customer satisfaction survey involves ordinal questions, focusing on getting a response in a numerical form. It focuses on determining the level of satisfaction of a client and the probability of recommending that product to another person.

For example:

How satisfying was the service? (1-10)

Binary scale

Binary scale customer satisfaction survey templates give the respondent a limited option to respond as the questions on them have mainly “yes/no” answers.  These are closed-ended questions and are mainly used to reduce the ambiguity that open-ended questions might cause. The advantage of this type of questionnaire is that it helps the organization to get accurate details regarding the satisfaction of their customers.

For example:

“Was the service at (name of organization) satisfactory? {Yes/no}

Nominal questions

Nominal questions scale customer satisfaction survey template is a type of questionnaire that helps in attaining different types of opinions from customers.

For example:

” Which option describes you best?”

a. I am a current subscriber of (name of the organization)
b. I am an aspiring subscriber of (name of organization)

Likert scale questions

Likert scale questions in a customer satisfaction survey questionnaire are based on a numerical value whereby the representation runs between 1 and 5. The lower value “1” represents the negative or low satisfaction rate, while “5” represents the higher value or high satisfaction rate. The middle number “3” represents the neutral opinion.

For example:


How satisfied are you with the service?
1. Highly satisfied
2. Satisfied
3. Neutral
4. Dissatisfied
5. Highly dissatisfied

Semantic differential questions

Sematic differential questions use a scale of 1-to-5 that helps in determining the level of customer satisfaction. The client chooses the option which best represents their view with an attitude towards the given subject/product instead of rather making it to an agreement or disagreement.

For example:

How helpful was our customer representative agent?

1.Not helpful at all
2.Barely helpful
3.Neutral
4.Helpful
5.Very helpful

Open-ended questions

Open-ended questions on a customer satisfaction survey template allow the respondent to give details as it permits them to write any additional information regarding their experience. The advantage of this type of questionnaire is that it allows the company to identify and analyze different challenges and possible ways of dealing with them.

For example:

“Is there anything else you would like to let us know about our products?”

Product usage

This type of survey questionnaire focused on determining the type and specifications customers need in a product. This allows the client to elaborate on the details regarding the products and specifications, which would be more beneficial if added.  

For example:

“for how long have you been using this product?”

Demographics

Demographics help in the grouping of customers based on key characteristics. This type of customer satisfaction survey template is used in situations whereby a business has a wide range of clientele and thus needs to group them to enhance their satisfaction.

This information is helpful as it helps organizations with target marketing, and it should give clients an option of omitting answers to questions they are not comfortable with.

For example:

How old are you?
Where do you live?

Psychographics

Psychographics questionnaires in a customer satisfaction survey template are focused on getting more details regarding customers’ priorities, behaviors, habits, and tendencies. They are like demographics, although they focus on a broader view of options.

For example:

“Does quantity matter to you when purchasing a product, or do you focus on quality?”

Satisfaction scale

Satisfaction scale survey questionnaires focus on specific aspects that may seem less important to customers, but the business needs to review those aspects. As a result, the questions in this scale are more specific to ensure that accurate details are obtained.

For example:

“On a scale of 1-10, how would you describe the customer service agent?”.

Longevity

Longevity questions are added at the last part of the customer satisfaction survey template, and their main aim is to get more details or provide follow-up details for a survey. The main purpose is to seek permission for future surveys from the clients and help in creating awareness about the methods that they can use to give feedback.  

For example:

Would you like to retake this survey in the future?
Can we send you updates on our new products?

Follow-Up Steps of Customer Satisfaction Surveys

After the acquisition of customer satisfaction survey questionnaire templates or emails, the business or organization needs to follow up on all the highlighted issues to enhance customer satisfaction.

The following are a few steps on how to go about doing so efficiently;

Thank respondents

Thanking respondents shows that their feedback is appreciated thus increasing the chances of getting more responses in the future.

Close the feedback loop

This level focuses on following up with all the clients who left negative feedback or comments on a survey. This procedure aims to ensure that their complaints have been resolved and improve the products or service quality.

Read and analyze the collected data

This step focuses on analyzing all the comments left by customers and it is important as it helps to deal with the challenges highlighted and to address customer satisfaction.

Address the micro-level issues

At this level, all issues highlighted by clients are addressed by members of the organization committee to resolve the issues. The participants then communicate with the specific committee member to ensure they are delighted.

Andon cord

This step is applied in situations whereby all the clients seem to be unsatisfied with either the products or services and thus the business must put a stop to all the products or services so that they can make a better strategy of running the business and create satisfaction.

Effective Practices for the Process

Below are some effective practices which should be followed while creating effective customer satisfaction survey templates. They help in getting detailed feedback from the clients if the survey is structured effectively.

The right survey tool

A business should ensure the selection of the right survey tool, considering the response they aim to acquire from the respondents. Some survey tools include emails, SMS, telephone calls, or even paper forms.

Relevant survey questions

Asking relevant questions in surveys enhances effective feedback. The questions should focus on the products or services the business is providing.

Keep it short

Survey questions should be short and precise to ensure that the respondents easily understand them, and it also helps save their time. Short surveys are also easy for the analysis process and ensure all the issues are addressed accordingly.

Consistent rating scales

Ensure that all rating scales for the questions are consistent in customer satisfaction surveys to avoid confusion for respondents and to ease the analysis process.

Remain specific

Give specific options in multiple-choice questions and request for clarifications to avoid ambiguity. For example in a close-ended question, various options should be provided so that the client can choose the answer which best fits their opinion.

Send on the right time

Customer satisfaction surveys should be sent immediately after a client uses their products or services to ensure that they give an accurate review.

Go for the A/B test

The A/B test is whereby the business creates two surveys by changing either the wording, numbering of questions, or the color to check the effectiveness of the survey.

Offer respondents a bonus

Offering customer satisfaction survey respondents a bonus can increase the chances of more responses. This is also important as it can be used as a marketing method whereby customers come back to purchase more products or use a service.

Be thankful

Thanking customers for their feedback shows the value for clients and helps in gaining future responses. As a result, clients feel appreciated and become willing to take follow-up surveys.

Free Templates

Here are few free downloadable customer satisfaction survey templates to help you;

Customer-Satisfaction-Survey-01_

Customer-Satisfaction-Survey-02_

New-Product-Survey

Product-Development-Survey_

Product-Satisfaction-Survey

    Distributing Survey Questionnaires

    Customer satisfaction survey templates or questionnaires can be distributed through various forms depending on the customers a business is dealing with.

    Below are some of the methods used:

    Online survey distribution

    This customer satisfaction survey template distribution method is used for online services such as customer service. Customers receive an online survey after they are done with using the products to analyze satisfaction.

    Offline survey templates

    This type of survey entails customers receiving questionnaire sheets or templates in person whereby they fill in to show their level of satisfaction. This method is mainly used in open stores or service centers.

    In-person interviews

    An in-person interview is a customer satisfaction survey is held face-to-face with a client by asking them both open-ended and close-ended questions to determine if they are satisfied with a product or a service.

    Telephone surveys

    This type of customer satisfaction survey is done through telephone calls whereby a business representative calls a client to determine their level of satisfaction for a given product or service.

    Mail surveys

    Mail customer satisfaction surveys are sent to the customers’ address, whereby they fill in the questionnaires and mail back their responses. Mail customer satisfaction survey templates are non-electronic hence the customers handwrite their responses.

    SMS

    Short message surveys are sent to customers on their mobile phones to determine their satisfaction or dissatisfaction and are mainly used in the close-ended form.

    Social media surveys

    Social media customer satisfaction surveys are used for various customers by using social media platforms to gain feedback. This type of survey is used to gain a wide range of responses which a business can use for a development or the establishment of different opportunities which can be adopted.

    Web page-based surveys

    Web page-based customer satisfaction surveys are used when an organization creates a web page for communication with its clients. Through this webpage, surveys are then sent to individual customers to determine their level of satisfaction.

    Email surveys

    Electronic mail surveys are sent to individual customers to determine their satisfaction rate with a product or service. This can only be possible once customers provide their email addresses to the organization. The data is then collected and analyzed to enhance customer satisfaction.

    Frequently Asked Questions

    What is the Best Way to Measure Customer Satisfaction?

    Customer satisfaction is best measured through a survey whereby the customer gives their genuine review about a product or service. The survey should be brief and straightforward to avoid ambiguities in the data collected.

    What is a Satisfaction Survey Form?

    A satisfaction survey form is a document that contains questions regarding a customer’s experience with products or services for a given organization. It can contain open-ended or close-ended questions which allow the respondents to explain their concerns.

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