Best Of
Customer Satisfaction Questionnaires (With Free Template and 50+ Questions)
Article written by Kate Williams
Product Marketing Manager at SurveySparrow
18 min read
8 July 2024
Best Of
Article written by Kate Williams
Product Marketing Manager at SurveySparrow
18 min read
8 July 2024
Customer satisfaction questionnaires are target surveys that measure user sentiment on products, services, or brands.
Did you know that the satisfaction index in America for 2023 was a record 77%? According to ACSI (American Customer Satisfaction Index), it is because 212,512 survey questionnaires were filled in the same year.
That’s how important they are. But what exactly are these questionnaires, and how do you create an effective one?
Let’s find out!
Here’s an overview of what you can expect from the blog –
CSAT questionnaires, or client satisfaction questionnaires, are tools that measure happiness! They are strategically structured and designed to collect feedback on experiences, services, interactions, and a brand’s overall outlook.
But again, it is so much more than just questions. They help you understand customer perception, improve products and services, enhance customer loyalty, and boost retention.
They can be categorized based on the specific areas you want to measure.
And, most importantly- Time it right!
Here’s a free customer satisfaction survey template made with SurveySparrow. This conversational questionnaire can fetch you 40% more responses.
Test it out and see for yourself!
Feel free to use it and customize it the way you want. If you need help with that, I have added a step-by-step guide to the end of the blog.
Market Research Survey Template
Use This TemplateThere are several question types that can be included in a CSAT Questionnaire. Here are a few common ones:
Now, customer satisfaction is a vast area. You can’t just grab a few questions and be done with it, right?
We can do one thing. How about we divide them into a few categories?
We’ll look into questions based on the following:
Off we go!
Let’s start with…
A customer satisfaction questionnaire must have NPS®, CES, customer sentiment, loyalty, and CX questions. It’s a must!
These typically focus on a single touchpoint. It can be a recent purchase or an interaction a customer had with customer service.
The first in the lot is:
Understanding your customers is key! For this, you must ask the right questions to measure their experiences with your brand/service/product.
Customer effort score drills down to the effort required from a customer to achieve a particular score. This delves into the how of CX and identifies the areas that need immediate attention. So, to understand this effort, try asking the following questions.
NPS® questions have the power to predict the future! Or at least the underlying issues that’ll allow you to tackle prospective problems! These questions help you understand who is loyal and who is about churn.
Here are some NPS® questions to ask in your customer satisfaction survey.
Understanding customer feedback is one thing, but understanding their emotions is a different game. By identifying the underlying customer sentiment, you can understand how the customer perceives your brand and take the necessary steps to improve it.
For this, some satisfaction survey questions you can ask are –
You can see that such emotions can easily be analyzed with the help of open-ended questions. But, again, there comes a problem of analyzing them. But is that a problem now?
With text analytics and sentiment analytics tools provided by platforms such as SurveySparrow, I don’t think that will cause any hassle!
There’s a specific area you should focus on….
Customer service and support are crucial parts of a business and key touchpoints of customer interaction. Therefore, it’s only logical to focus on them and understand how satisfied the customers are with the service provided. For this, try adding the following survey questions.
Pro tip!
It would be better to keep monitoring your customer support and service team. To make it interesting, consider using mystery shopping surveys.
Why don’t we move on to the next category?
Let’s look at a few questions that must be asked at each touchpoint.
If you are running an eCommerce business, you need to focus on 3 main touchpoints. The satisfaction at these three touchpoints will pave the way to your business’s success.
Check out this Post Purchase Survey Template
That’s done and dusted.
Now comes the types of surveys and the questions that can be added to them! I have also added sample templates for each type. You can use and customize them the way you want.
This is crucial for the hospitality industry.
Let’s say you own a restaurant chain. What are the first things you would consider keeping a detailed check on? You can’t skip asking about food quality, service, ambiance, and cleanliness.
By considering how satisfied or dissatisfied the customers are, you can provide a better experience!
Restaurant Customer Satisfaction Survey
Use This TemplateRelated Read: 100+ Restaurant Survey Questions for Guest Feedback
This is like having direct access to your customers! Once you understand their thoughts and views, you can keep measuring and benchmarking your performance.
Hotel Guest Satisfaction Survey
Use This TemplateRelated Read: Hotel Guest Questionnaires Guide
This is a tool to understand your client’s satisfaction throughout their home-buying, selling, and renting experience. It’s important to know if you were there at each step.
Real Estate Client Satisfaction Survey
Use This TemplateNext up…
Publishing companies and authors must measure their masterpieces’ impact on their audience. Reader satisfaction is a crucial metric for this!
Reader Satisfaction Survey
Use This TemplateTransportation companies can’t go without this questionnaire if they want to improve their offerings. Factors like punctuality, comfort, and customer service must be measured here.
Passenger Satisfaction Survey
Use This TemplateOh! Wait…
Pro Tip!
Tailor the questions to specific amenities. For instance, ask if they had enough legroom in the vehicle
PS: Check out these customer satisfaction survey templates:
Let’s get into the purpose of rolling out these surveys. They help in:
When you show that you give customers the value they deserve or more, they see that their feedback matters. This builds a sense of trust and belonging.
Moreover, the feedback from these questionnaires will provide detailed insights into customer sentiments and emotions.
The feedback you get will give you a comprehensive view of where your product/service/brand stands in the market. These insights will help you improve the product and provide better services that enhance CX.
Just as we get that inside view of areas for improvement, the information you gather will let you forecast potential issues. By identifying them, you can take fast measures to tackle and solve them! A bug-free experience is all that matters!
The most obvious is that these questionnaires are built solely to measure customer satisfaction. The reasons mentioned above are add-ons.
With a CSAT questionnaire, you can reach the core of customer experience and provide a structured framework.
Now, it’s time to look at a few questions.
Crafting a questionnaire is pretty much an art that requires precision and patience. But with tools like SurveySparrow, the art and the artist merge with elegance.
Too poetic, huh? This is the language I suggested you avoid a second back!
Now, let me walk you through how we do it here at SurveySparrow! Working your way through a template is the best way to learn!
Log in to your SurveySparrow account.
If you don’t have one, don’t worry. Get started with a free 14-day trial.
What are you planning to work with? Do you wish to create something yourself or use a template?
You can also choose to customize the free template I have attached above.
Now is the time to create a conversational questionnaire! Have your way around the template.
Here’s how you do it:
Next up, it’s time to…
Connect with your favorite apps and get a smooth workflow. The list includes popular platforms such as Mailchimp, Salesforce, Zapier, and Hubspot.
That’s it. You have your customer satisfaction questionnaire ready to be shared.
You can reach your audience via email, WhatsApp, SMS, social media, QR code, or by embedding the survey on your webpage.
Isn’t that easy?
Well, it doesn’t stop there. With SurveySparrow’s latest Text Analytics Tool- Cognivue, advanced decoding of customer sentiments is not a far-fetched dream.
You can conduct a root cause analysis, verify hidden insights, and segment customer sentiments based on mentions, count, and sentiment score. Oh, I forgot to tell you, all this is AI-powered, and you need to move a finger to get those numbers!
Why don’t you take the platform for a spin today?
Each question you draft must be done with the end customer in mind. The entire idea is to find out how happy they are.
I can’t stress this enough—keep the customer satisfaction questionnaires short and to the point.
Well, admit it! We all have at least a few long, boring surveys abandoned in our spam folders, right? Let’s not end up there!
Now, what’s the wait for? Create your conversational questionnaire today!
Thousands of brands trust SurveySparrow to turn feedback into growth. Try it free today!
Best Of
9 MINUTES
22 September 2021
Best Of
13 MINUTES
24 September 2019
Best Of
34 MINUTES
30 April 2019
Best Of
15 MINUTES
27 April 2021
14-day free trial • Cancel Anytime • No Credit Card Required • No Strings Attached
