Satisfaction questions that show what keeps customers coming back
Ask customers how they feel about your business, from one overall score to speed, reliability and trust. Each question below comes with when to ask it and what the answer tells you.
What customer satisfaction survey questions tell you
Customer satisfaction survey questions measure how customers feel about your business as a whole and point to the reasons behind that feeling. One score shows whether things are getting better or worse, and the questions around it show whether speed, reliability, trust or effort is moving it.
Ask them once customers have had time to form a view: a few weeks after they start, after a large order or project, and then every quarter. Pick one score, two or three questions on speed, reliability or trust and one open question, so the survey takes about two minutes.
Each written answer is read as it arrives and given a category, a theme, a type such as complaint, idea or praise, and a sentiment, and each response gets an urgency. The inbox gives each response an owner and a status, so an unhappy customer hears back before the next survey goes out.
- Questions
- 15
- Best asked
- A few weeks in, then every quarter
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 15 satisfaction questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
One score to follow over time
Pick one of these as your headline number and keep it the same every round, so each period compares cleanly with the last.
- 01NPS
How likely are you to recommend us to a friend or colleague?
The recommend question on a 0 to 10 scale. Results shows the NPS score with detractors, passives and promoters, and the score per device, so you can see whether phone users score lower.
- 02Stars
How satisfied are you with your overall experience?
A five star rating for the whole experience, answered in one tap on a page or inside an email. Results shows the average and the share who rated 4 or higher.
- 15Slider
Rate your overall experience from 0 to 100.
A 0 to 100 score for customers who want more range than five stars. Results shows the median and the middle half, so you can see how far apart customers sit.
- 06Emoji
How do you feel about us right now?
Five faces for how customers feel today. It takes a second to answer, which suits a small popup on your website, and Results shows the share for each face.
What sits behind the score
Ask about effort, speed and reliability next to the score, so you know which part of the experience moves it.
- 03Customer effort
How easy was it to get what you needed?
A customer effort score on a 7 point scale. Ask it right after customers finish something, such as an order or a request. Results shows the average and the share who found it easy.
- 11Stars
How satisfied are you with how fast things get done?
Rates speed, from replies to deliveries to how quickly work gets done. Compare it with the reliability rating to see whether customers want things faster or steadier.
- 12Stars
How reliable have we been for you?
Rates how dependable you have been over time. Ask it of customers who have been with you for a few months, since a new customer has little to judge by yet.
- 14Text
Where did you have to work harder than you expected?
Finds the steps that took more work than customers expected. Read these answers next to the effort score, since they name the exact step behind a low one.
Expectations, trust and loyalty
These show whether customers would stay and how you compare with the alternatives, which a satisfaction score can't tell you on its own.
- 04Yes / No
Did we meet your expectations?
A plain yes or no on expectations. Select No in Results to filter the whole page to those customers and read what they wrote in the open questions.
- 07Yes / No
Would you choose us again today?
A blunt loyalty check. A customer who says No here is at risk even with a good score, so give those responses an owner in the inbox.
- 08Stars
How do we compare with other tools you have used?
Asks customers to rate you against other tools they have used. Pair it with the question on what would make it a 10 to learn what the others do better.
- 09Stars
How much do you trust us with your data?
How much customers trust you with their data, on five stars. Ask it once or twice a year, and again after any change to how you handle data, then compare the averages.
In their own words
Put one open question after the score so customers can explain it, then read the answers by theme.
- 05Text
What is the main reason for your score?
Put this straight after the score so customers explain it in their own words. Each answer gets a theme and a sentiment, so you can read the reasons from low and high scores apart.
- 10Text
What would make your experience a 10 out of 10?
Asks for the change that would earn a perfect score. Each answer gets a type, so the ideas can be read together by theme before you plan the next quarter.
- 13Text
What would you tell a colleague who asked about us?
Asks how customers would describe you to someone else. The words they choose show what you are known for, and the best answers can become quotes once the customer agrees.
Tips for asking about satisfaction
Small choices that get honest, useful answers.
- 01
Pick one headline score
Choose the recommend question, the star rating or the 0 to 100 slider and keep it. Changing the score between rounds breaks the comparison with the period before.
- 02
Always ask why after the score
Put one open question straight after the score. The number tells you something changed, and the reason tells you what to fix.
- 03
Ask at a steady rhythm
Survey the same kind of customer at the same point, such as every quarter, so a change in the score reflects a change in the experience.
- 04
Follow up on low scores
Give every low score an owner in the inbox and reply within a few days, while there is still time to fix the problem.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about satisfaction
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Once customers have had time to form a view, such as a few weeks after they start, and then at a steady rhythm such as every quarter. Usertick sends to a contact list now or on a date up to 30 days ahead, with no recurring sends, so schedule each round yourself.
Start with one score, such as the recommend question or the five star rating, and follow it with the open question on the main reason. Add the effort, speed or trust questions once you know which part you want to improve.
Yes. NPS, Stars, Customer effort, Emoji, Yes / No, Multiple choice and Dropdown questions can be answered inside the email, so put one of them first.
Ask on your website to reach visitors and users while they are there, with a popup or side button and triggers such as time on site or exit intent. Email suits customers who don't visit often, and a link or QR code fits anywhere else.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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