100+ Customer Satisfaction Survey Questions to Copy

Looking for the right customer satisfaction survey questions?

Let me help you.

If I can recommend my go-to template, it is the following:

1. NPS question: “On a scale from 0 to 10, how likely are you to recommend our products/services to a friend or colleague?”
2. Open-ended question: “Why did you choose this score?”
3. Review request: “Would you like to leave your comment as a public review that we can use on our website?”

With this formula, you will learn the most important things you want to know. You get quantitative feedback in the form of Net Promoter Score, which you can measure and track over time. You get qualitative feedback in the open-ended question.

You also get a customer review from customers who want to leave their comments publicly.

As a bonus, you can use this feedback form easily right now in Trustmary.

However, I understand that not everyone is interested in this format. If you want a more comprehensive satisfaction survey, you need more questions.

I have curated a list of over 100 questions that you can use as a starting point.

While the list is quite comprehensive, you should only choose a few very important questions to include in your survey.

Preparing the Customer Satisfaction Survey Questions

Before you start writing the questions, stop for a minute to think about your goals.

What do you want to accomplish with the survey?

What is the absolute most important thing you need to ask to accomplish the goal?

To reach your objective, which questions do you really need? Is there something you could get rid of?

Our guide on how to create a customer satisfaction survey answers these and more questions.

Based on this preparation, you should be able to choose the most important questions from the below list.

Additionally, choose the best CSAT software for conducting your survey.

Alright, now we can get to the questions.

100 Customer Satisfaction Survey Questions

Customer Satisfaction Questions

Customer satisfaction survey (CSAT) questions often are scale questions or ranking questions that are answered on a 5-point Likert scale.

They help you gauge overall satisfaction and are great for their measurability and trackability.

1. How satisfied are you with our product/service overall?
2. How well did our product/service meet your expectations?
3. Would you recommend our product/service to others?
4. How would you rate the value for money of our product/service?
5. How satisfied are you with the quality of our product/service?
6. How likely are you to purchase from us again?
7. How satisfied are you with the ease of purchase?
8. How satisfied are you with the delivery time?
9. How satisfied are you with the packaging of the product?
10. How satisfied are you with the return process?

Customer Experience Questions

These customer experience questions are quantitative ranking questions, but you can easily render them into open-ended questions that allow customers to share their thoughts in detail and with nuance.

For example “How would you rate the atmosphere of our physical store?” could be turned into “How would you describe the atmosphere of our physical store?” if you want to focus on qualitative feedback.

11. How easy was it to navigate our website?
12. How user-friendly is our website?
13. How clear and detailed was the information provided on our website?
14. How satisfied are you with the online ordering process?
15. How was your in-store experience?
16. How would you rate the atmosphere of our physical store?
17. How satisfied are you with the checkout process?
18. How clear and easy to understand was our communication?
19. How would you rate the overall experience with our brand?
20. How satisfied are you with the payment options available?

Customer Loyalty Questions

Customer loyalty questions help you predict if your customers are willing to become repeat customers or if they are likely to turn to competitors.

21. How likely are you to continue using our product/service?
22. How likely are you to switch to a competitor?
23. How strongly do you feel connected to our brand?
24. How often do you purchase from us?
25. How would you rate your level of trust in our brand?
26. How likely are you to participate in our loyalty program?
27. How likely are you to share your positive experience on social media?
28. How often do you refer our product/service to others?
29. How satisfied are you with our loyalty rewards program?
30. How would you rate the benefits of our loyalty program?

Customer Service and Support Feedback Questions

Sometimes you want to focus on a specific area in the customer journey when asking for feedback. Here are some examples for customer service and customer support.

31. How satisfied are you with the responsiveness of our customer service?
32. How knowledgeable was our customer service representative?
33. How polite and professional was our customer service team?
34. How effective was the support provided by our team?
35. How satisfied are you with the resolution of your issue?
36. How would you rate the ease of contacting our customer service?
37. How satisfied are you with the availability of our customer service?
38. How would you rate our customer service compared to other companies?
39. How clear and helpful were the instructions provided by our support team?
40. How satisfied are you with the follow-up provided after your issue was resolved?

Product Feedback Questions

Product feedback surveys are essential for SaaS companies and e-commerce, and many other industries. Try these questions to find out if your product is strong in the customers’ eyes.

41. How would you rate the quality of our product?
42. How satisfied are you with the features of our product?
43. How easy is it to use our product?
44. How well does our product meet your needs?
45. How satisfied are you with the durability of our product?
46. How likely are you to upgrade to a newer version of our product?
47. How satisfied are you with the design of our product?
48. How would you rate the performance of our product?
49. How satisfied are you with the variety of products we offer?
50. How likely are you to recommend specific features of our product?

Service Feedback Questions

Feedback on service is crucial for professional service providers, home renovators, beauty professionals, and many more.

51. How satisfied are you with the quality of our service?
52. How well did our service meet your expectations?
53. How professional was the service provided?
54. How timely was the service provided?
55. How would you rate the friendliness of our service staff?
56. How satisfied are you with the consistency of our service?
57. How well did our service address your specific needs?
58. How satisfied are you with the communication during the service process?
59. How likely are you to continue using our service?
60. How would you rate the overall experience with our service?

Market Research Questions

Sometimes you want to broaden your horizons and use surveys for market research purposes. Use these questions to find out how customers view your position compared to competitors, and how you could improve your marketing efforts.

61. How did you first hear about our product/service?
62. How often do you use similar products/services?
63. What other brands do you consider when purchasing this type of product/service?
64. How important is the price when choosing a product/service?
65. How important are the reviews and recommendations of others in your purchasing decision?
66. How do you prefer to receive information about new products/services?
67. How likely are you to try new products/services from our brand?
68. How satisfied are you with the availability of our product/service?
69. How important is sustainability in your purchasing decisions?
70. What features do you look for in a product/service like ours?

B2B Feedback Questions

B2B is a bit different from consumer feedback. Especially when you have long customer relationships that require a lot of trust and honesty, try asking these questions regularly.

71. How satisfied are you with our business relationship?
72. How well does our product/service integrate with your existing processes?
73. How satisfied are you with the contract terms?
74. How would you rate the professionalism of our business interactions?
75. How effective is our product/service in helping you achieve your business goals?
76. How satisfied are you with the technical support provided?
77. How likely are you to renew your contract with us?
78. How well do we understand your business needs?
79. How satisfied are you with the communication between our companies?
80. How likely are you to recommend our company to other businesses?

Review and Testimonial Questions

Use your opportunity to request reviews and testimonials from your customers. Here are some testimonial questions you can ask.

81. What specific feature of our product/service did you find most beneficial?
82. Can you describe a positive experience you had with our product/service?
83. How has our product/service improved your daily life or business operations?
84. What made you choose our product/service over competitors?
85. How did our product/service exceed your expectations?
86. Would you be willing to provide a testimonial about your experience with our product/service?
87. What aspect of our customer service impressed you the most?
88. How likely are you to leave a review on social media or review platforms?
89. Can you share an example of a challenge that our product/service helped you overcome?
90. How would you describe our product/service to someone considering it for the first time?

Additional General Questions

Lastly, here is a selection of additional questions that might give you some outside-the-box inspiration for further questions.

91. How satisfied are you with our company’s social responsibility efforts?
92. How well does our product/service compare to competitors?
93. How satisfied are you with our company’s transparency?
94. How satisfied are you with the innovation of our product/service?
95. How likely are you to follow our brand on social media?
96. How satisfied are you with the information provided about our product/service?
97. How well does our product/service fit into your lifestyle?
98. How likely are you to share feedback with us in the future?
99. How satisfied are you with our company’s reputation?
100. How likely are you to attend events or webinars hosted by our company?

Bonus: 15 Questions Recommended by Business People

If you’re struggling with your response rates, consider revising your satisfaction survey. You might be asking too many questions. I understand the importance of maximizing each feedback, but lengthy surveys come off as annoying—even satisfied customers won’t answer them.  

That list can be a handful, and I completely understand that it can feel overwhelming.

To ease your task, we have collected a list of questions that other marketers, founders, and other business professionals like to use.

1. Where did you hear about [insert company name]?

Ask how new customers usually discover your company. List down all the marketing platforms you use (i.e., billboard ads, social media, Google Adsense), then assess which ones produce good results. Doing so shows the most effective ways to boost brand reach.

Kyle Zien, the director of Growth Marketing at Felix, emphasizes that this strategy will ultimately help businesses get a better return on their ad spend. He says, “To check whether your PR efforts are working, find out which mediums best appeal to your prospects. Let’s say you run ads on both Facebook and Instagram. If most sales come from Facebook, you’d do well to focus on it instead of the latter.”

2. How satisfied are you with your overall experience with [insert company name]?

Customer satisfaction is subjective. You can’t blindly assume that your customers share the exact preferences, even if they belong to one demographic. Otherwise, your products and services will appear inauthentic.

Although experience varies from person to person, you can measure customer satisfaction by quantifying the factors that affect it. Break down the pre-purchase, consumption, and post-purchase stages. Once you spot your recurring issues and standout features, you’ll be able to provide a more personalized, gratifying overall customer experience.

3. Out of five stars, what would you rate [insert product here]?

Gather authentic reviews from as many customers as possible. Statistics show that 93% of modern consumers refer to online reviews before making purchases—you’d do well to showcase your positive testimonials. Use customer feedback tools like Trustmary that collate website reviews automatically.

Accommodate negative reviews as well. While you likely can’t feature them on your landing page, they’ll still give you valuable insights into your strengths and weaknesses. See which areas of your business process you must improve.

4. Do you think our prices justify the product/service you received?

Cost efficiency heavily affects any consumer’s buying decision. Although you don’t have to set the cheapest rates on the market, your services and products should justify your pricing plan. People don’t mind paying extra for quality.

Maximilian Wühr, the CGO at FINN, emphasizes the importance of providing value—especially as a brand that offers premium services. He says, “We don’t skimp on quality. Instead of competing with cheap, low-end competitors, we ensure that customers get the best value for their money. Customer satisfaction is our priority.”

5. Did you encounter any issues transacting with us at [insert company name]?

Embrace constructive criticism. Proactively ask your customers about any concerns or issues that they encounter so that you can resolve them right away. Don’t let problems go unaddressed. Otherwise, disgruntled customers will bring their complaints to third-party platforms (i.e., social media, review sites, and blogs).

Note: For major slip-ups, offer compensation. Giving unsatisfied customers a discount, freebie, or refund will help you save face and possibly retain their loyalty.

6. What can our team at [insert company name] do better moving forward?

If your research and development team is stuck on how to improve business processes, gather insights from customer satisfaction surveys. Directly ask customers what they expect from your brand. Many brands hit a plateau because they focus all their efforts on the same business areas, which may not even appeal to customers.

Pro Tip: You could hire beta testers through your surveys. Accurately gauge how well new products and services will perform before doing a full-scale launch. Otherwise, you’ll risk losing money on a poor-selling offer.

7. Was our customer service team efficient in addressing your queries?

Negative reviews are inevitable. Although reading them might feel discouraging, you shouldn’t ignore them altogether. On the contrary, quickly respond to complaints. Streamline your procedures for handling customer issues so that you can adjust your business processes accordingly.

Shawn Plummer, the CEO of The Annuity Expert, also shares that customers deserve to voice concerns. He says, “Give disgruntled individuals a designated complaints platform. You can’t wholly avoid negative reviews, but proactively resolving them makes you look honest and professional.”

8. What made you choose [insert company name] over competitors?

Although understanding your weaknesses lets you streamline business processes, obsessing over your errors impedes growth. Study your strengths. Double down on your competitive edge by highlighting your brand’s unique features and benefits.

Ben Michael, a practicing lawyer and the founder of Michael & Associates, emphasizes that studying your strengths will help you thrive in competitive, saturated industries. He says, “See what you do better than your competitors. Ask customers what they liked about your products and services, then incorporate them into your marketing efforts. Make sure that prospects know your worth.”

9. Do you think [insert product or service here] will help you [insert personal/work goal here]?

Instead of chasing customers with flashy marketing, provide products and services that address their needs. Problem-solving is crucial for generating sales. Businesses that offer unique, innovative solutions can even monopolize markets if they successfully take control of market shares.

Jake Hill, the founder of DebtHammer, also reminds business owners that focusing on earning profits rather than solving problems hurts branding. He says, “Check if your brand still aligns with your long-term vision. Many business owners lose sight of their initial goals once they start making money, thus causing them to sacrifice quality for high profits. Doing so will quickly turn away customers.”

10. What can we do to turn you into a loyal customer?

No matter how many prospects your marketing efforts produce, your business won’t thrive if it has subpar customer retention rates. Retaining clients is more cost-efficient than acquiring new ones. A recent survey by Invesp shows that businesses spend 5% more on ads to attract new customers.

Don’t overcomplicate customer retention. Before investing in rewards programs, directly ask your respondents what it would take to turn them into loyal patrons. Otherwise, you’ll waste money on unappealing incentives.

11. Would you be willing to discuss relevant upgrades to your [insert product/service plan here]?

You can effectively increase each customer’s lifetime value (CLV) through upselling. Encourage them to upgrade or repeat their purchases. You can try various follow-ups, from subtle ones like sending promotional newsletters to more aggressive methods like scheduling consultation calls. 

Just remember to adjust your approach based on your customer. Bothering non-buying prospects too often will push them away, while overlooking buying signals will lead to a missed sale.

12. How likely are you to visit us at [insert company name] again?

To prevent sending unsolicited promos to your prospects, get their permission first. Ask what they think of your brand. If they have no complaints, you can focus on converting them from a one-time customer into a loyal patron.

Of course, make it worth their time to revisit you. Set up loyalty rewards programs wherein repeat customers get exclusive discounts and freebies. Ensure that the incentives increase with more visits. They don’t necessarily have to be more expensive, but at least feature offers your customers will find appealing.

13. Can we contact you for some follow-up questions regarding [insert company name] after-sales service?

Promotional newsletters encourage repeat purchases, but bombarding prospects with discounts and freebies is spammy. Your promos will eventually lose value. In the worst case, email service providers might automatically direct your messages to spam folders.

To keep your customers engaged, incorporate follow-up surveys into your email marketing campaigns. Routinely ask for their opinion. Give them the option to unsubscribe from your newsletter, or else they’ll get annoyed.

14. As a way of thanking you, can we send you a free [ebook, PDF, video, or anything of value]?

Even if answering your questionnaire only takes five minutes, respondents might still find them a hassle. Most will ignore your survey request. Just the idea of visiting an outbound link or grabbing a pen to fill out a random survey already turns them off.

So if someone makes time for your survey, show your appreciation. Morgan Taylor, the co-Founder of Jolly SEO, encourages business owners to create a rewards program exclusive for survey respondents. He says, “Offer your survey respondents differing rewards. For instance, if your customers already get discounts from referrals, offer free digital products in exchange for answering surveys.”

15. Would you recommend [insert company name] to a friend?

Don’t underestimate word-of-mouth advertising. It’s an effective marketing strategy to bring organic traffic to your website, eCommerce shop, or brick-and-mortar store. Consumers are more likely to support brands recommended by someone they trust.

Mark Pierce, the CEO of Colorado LLC Attorney, recommends following up on this question with referrals. He says, “You need referrals to thrive in highly competitive industries. Execute appealing loyalty rewards programs that will encourage loyal patrons to talk about your business positively. Referrals have exponentially higher conversion rates than cold leads.”

When you use Trustmary’s NPS survey template, you can automatically ask for testimonials from the customers who gave you a high score on the scale.

Improve the Accuracy of Your Customer Satisfaction Surveys

Sending out customer satisfaction surveys plays a crucial role in market research. If executed properly, polling will give you first-hand insights into various customers who have already purchased from your brand. You’ll learn your strengths, weaknesses, and areas of improvement.

Just make sure to avoid customer burnout. Even if your survey questions accurately assess brand experience, they won’t produce reliable results without an adequate sample size. Your respondents must answer your surveys thoughtfully.  

To avoid annoying your customers, keep your questionnaires brief and relevant. Only ask for the essentials. You could even divide the above questions into two or three short surveys so that they won’t take more than a few minutes to complete.

Also, don’t overlook your layout. Customers will be more likely to respond if you use a minimalist, visually appealing customer satisfaction survey template.

Concluding Words

As you can see, there are many angles from which you can approach a customer satisfaction survey.

Choosing the right customer feedback questions is essential, as you want to collect relevant information from your customers and still keep the survey brief.

Learning how to send surveys is your next step!

If you are looking for a solution for collecting feedback, check out Trustmary. It allows you to automate the process of collecting feedback and turning positive comments into your most powerful marketing asset.

Frequently Asked Questions