Customer Satisfaction Survey Templates

Well-designed surveys are the foundation of customer experience measurement. This guide provides ready-to-use templates for CSAT, NPS, and CES surveys across different industries and touchpoints.

Survey Types Overview

Understanding the different survey types and when to use each:

CSAT (Customer Satisfaction Score)

Purpose: Measure satisfaction with a specific interaction
When to use: After transactions, support tickets, deliveries
Scale: Typically 1-5 or 1-7
Calculation: (Satisfied responses / Total responses) x 100

NPS (Net Promoter Score)

Purpose: Measure loyalty and likelihood to recommend
When to use: Relationship surveys, periodic check-ins
Scale: 0-10
Calculation: % Promoters (9-10) - % Detractors (0-6)

CES (Customer Effort Score)

Purpose: Measure ease of doing business
When to use: After support interactions, onboarding
Scale: Typically 1-5 or 1-7
Focus: Reducing customer effort predicts loyalty

CSAT Survey Templates

Customer Satisfaction Score templates for different scenarios:

General Service CSAT

Question 1:

"How satisfied were you with your experience today?"

Scale: Very Dissatisfied - Dissatisfied - Neutral - Satisfied - Very Satisfied

Post-Purchase CSAT

Question 1:

"How satisfied are you with your recent purchase?"

Question 2:

"How satisfied were you with the checkout process?"

Question 3:

"What could we have done better?" (Open text)

Support Ticket CSAT

Question 1:

"How satisfied were you with the support you received?"

Question 2:

"Was your issue resolved?"

Question 3:

"How knowledgeable was the support agent?"

NPS Survey Templates

Net Promoter Score templates for relationship measurement:

Standard NPS

Question 1:

"On a scale of 0-10, how likely are you to recommend [Company] to a friend or colleague?"

Question 2:

"What is the primary reason for your score?" (Open text)

Transactional NPS

Question 1:

"Based on your recent experience, how likely are you to recommend us?"

Question 2:

"What did we do well?"

Question 3:

"What could we improve?"

Employee NPS (eNPS)

Question 1:

"How likely are you to recommend [Company] as a place to work?"

Question 2:

"What would make this a better workplace?"

CES Survey Templates

Customer Effort Score templates for ease measurement:

Standard CES

Question:

"[Company] made it easy for me to handle my issue."

Scale: Strongly Disagree - Disagree - Somewhat Disagree - Neutral - Somewhat Agree - Agree - Strongly Agree

Support Effort

Question 1:

"How easy was it to get the help you needed?"

Question 2:

"What would have made this easier?"

Website/App Effort

Question 1:

"How easy was it to find what you were looking for?"

Question 2:

"How easy was it to complete your task?"

Industry-Specific Templates

Tailored survey templates for specific industries:

Retail Survey

Store cleanliness and organization
Product availability
Staff helpfulness
Checkout experience
Value for money

Restaurant Survey

Food quality and taste
Service speed and attentiveness
Ambiance and cleanliness
Value for money
Likelihood to return

Healthcare Survey

Ease of scheduling
Wait time
Provider communication
Staff courtesy
Facility cleanliness

Hotel Survey

Check-in experience
Room quality and cleanliness
Staff service
Amenities
Value for money

Touchpoint Templates

Survey templates for specific customer touchpoints:

Onboarding Survey

Questions:

"How clear were the setup instructions?"
"How long did it take to get started?"
"Did you receive adequate support during onboarding?"
"What would have made onboarding easier?"

Delivery Survey

Questions:

"How satisfied were you with the delivery?"
"Was the package in good condition?"
"How was the delivery driver?"
"Was the delivery on time?"

Website Feedback

Questions:

"Did you find what you were looking for?"
"How easy was the website to use?"
"What would improve this page?"

Survey Best Practices

Maximize response rates and insight quality:

Survey Design

Keep it short: 3-5 questions for transactional, 10-15 for relationship
Start with the key metric: NPS or CSAT first
Use consistent scales: Don't mix 5-point and 7-point
Include one open question: For qualitative insights

Timing

Transactional: Within 24 hours of interaction
Relationship: Quarterly or semi-annually
Product: 7-14 days after delivery/use
Avoid survey fatigue: Don't over-survey the same customers

Distribution

Email: Best for relationship surveys
SMS: Best for quick transactional feedback
In-app: Best for digital product feedback
QR codes: Best for physical locations

Response Rate Optimization

Personalize the invitation
Explain why feedback matters
Show expected time to complete
Send reminders (once)
Optimize for mobile

Frequently Asked Questions

How many questions should a survey have?

For transactional surveys (post-purchase, support), keep it to 3-5 questions. For relationship surveys (NPS, annual reviews), 10-15 questions is acceptable. Customer Echo templates are optimized for each use case.

What is the best survey scale to use?

For CSAT, 5-point scales work well. For NPS, the 0-10 scale is standard. For CES, 7-point scales provide good granularity. Customer Echo supports all standard scales with built-in benchmarking.

When should I send surveys?

Transactional surveys should be sent within 24 hours while the experience is fresh. Relationship surveys work best quarterly or semi-annually. Customer Echo can automate timing based on customer events.

How do I improve survey response rates?

Keep surveys short, personalize invitations, optimize for mobile, send at the right time, and explain why feedback matters. Customer Echo A/B testing can help optimize your approach.

Should I include open-ended questions?

Yes - at least one open question provides rich qualitative insights. Place it after your main metric question. Customer Echo AI analysis can help categorize and analyze open responses at scale.