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Customer satisfaction survey template

Measure satisfaction in one survey, from loyalty to buying again

Eight questions sent by email once or twice a year: NPS, overall satisfaction, the words customers use for your products, how well they meet needs, ratings for quality, value, service and speed, tenure and buying again. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this customer satisfaction survey tells you

A customer satisfaction survey measures how customers feel about your company as a whole, beyond a single order or support chat. This template takes about two minutes: NPS, an overall satisfaction score, the words they would use for your products, how well the products meet their needs, ratings for quality, value, service and speed, how long they have been a customer, how likely they are to buy again, and a last open question.

It is written for an email that Usertick sends to your customer list once or twice a year, with the NPS question inside the email so one tap starts the survey. Share the same link in your own newsletter or receipt emails, or show it as a website popup to returning visitors.

Usertick reads every written answer, files it under a category from your list, such as pricing and value or support and service, and gives it a type and an urgency. Results shows the NPS, the satisfaction average with the share who rated 4 or higher, bars for the words, a heat map for the four ratings and the share of each answer on buying again, each against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
8
Time to answer
About 2 minutes
Written for
An email to your customer list once or twice a year
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 8 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 8 · NPS

How likely are you to recommend us to a friend or colleague?

Why ask it
NPS gives one loyalty number you can track between waves and compare with other surveys that ask it. It is also the question answered inside the email.
What you learn
The score, promoters 9 to 10 minus detractors 0 to 6, with a bar of detractors, passives and promoters, per device, and a score line over time.
Make it yours
Keep it first, so customers answer it in the email and land in the survey with the score kept.
Question 2 of 8 · Stars

Overall, how satisfied are you with our company?

Why ask it
Recommending and being satisfied are different: a satisfied customer may still have no one to recommend you to. Asking both separates the two.
What you learn
The average on five stars, a bar per rating and the share who rated 4 or higher, which is your CSAT, against the period before.
Make it yours
Keep the five-point scale, since CSAT counts the 4 and 5 ratings as satisfied.
Question 3 of 8 · Multiple choice · Optional

Which of these words would you use to describe our products?

Why ask it
The words customers pick show how they see your products, good and bad side by side. A negative word picked by an otherwise satisfied customer points to a risk the scores hide.
What you learn
Bars with the share and count of each word, with typed Other answers listed. Select Overpriced to see those customers' scores and what they wrote.
Make it yours
Swap in the words your brand wants to own, and keep a few negative ones so the list stays honest.
Question 4 of 8 · Multiple choice

How well do our products meet your needs?

Why ask it
Fit with needs is the question behind every repeat purchase: a product that meets needs only somewhat well is open to a cheaper option.
What you learn
A donut with the share of each answer from Extremely well to Not at all well. Select Not so well to read what those customers want.
Make it yours
Add a short follow-up for the two lowest answers, with a rule that sends everyone else past it.
Question 5 of 8 · Matrix · Optional

How would you rate the following?

Why ask it
Four ratings split satisfaction into parts that different teams own: the product, pricing, service and delivery or response time.
What you learn
A heat map per row with its average, so a row that drops against the period before shows which team to talk to.
Make it yours
Rename the last row to fit your business, such as Speed of delivery for a store or Speed of response for a service.
Question 6 of 8 · Multiple choice

How long have you been a customer?

Why ask it
Tenure lets you compare new and long-standing customers: new customers judge the start, older ones judge the relationship.
What you learn
A donut with the share of each tenure band. Select one, such as More than 3 years, to see that group's answers across the survey.
Make it yours
Keep it near the end, since it is easy to answer once the harder questions are done.
Question 7 of 8 · Multiple choice

How likely are you to buy from us again?

Why ask it
Intent to buy again is the most direct read on future revenue in the survey, and asking it after the details means customers answer with them in mind.
What you learn
A donut from Very likely to Very unlikely, over time as stacked shares. Select Unlikely to see which ratings those customers marked down.
Make it yours
On every plan, a workflow posts every Unlikely or Very unlikely answer to Slack or Microsoft Teams, so someone follows up.
Question 8 of 8 · Text · Optional

Is there anything else you'd like to tell us?

Why ask it
One open question at the end catches what the scales missed, in the customer's own words.
What you learn
Usertick reads each answer as it arrives, gives it a category, a theme, a type and a sentiment, and flags the urgent ones, in any language. Filter by theme to see what comes up most.
Make it yours
Keep it optional, so customers who have said enough can still send the rest.

What the answers show

Results turns each question into numbers you can follow week by week.

How likely are you to recommend us to a friend or colleague?

Your NPS from promoters and detractors, compared with the period before and split by device.

Which of these words would you use to describe our products?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

How well do our products meet your needs?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Customer satisfaction survey in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Send it at the same time each year

    Send each wave in the same month or two, so seasons don't skew the comparison with the period before.

  2. 02

    Plan the second wave

    Skip people who already received this survey is on by default. Turn it off for the next wave to the same list, or duplicate the survey so each wave has its own results.

  3. 03

    Follow up with detractors

    Select detractors on the NPS card to read their answers, and give each of their responses an owner in the inbox.

  4. 04

    Give each team its row

    Share the row of the rating grid each team owns, from product quality to speed, so every team tracks its own number against the period before.

CSAT surveysEmail surveysSatisfaction questions

More satisfaction templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
CSATCustomer satisfaction (CSAT)Find out how satisfied customers are with a purchase, a visit or a support conversation. Send it within 24 hours, while the experience is still fresh.
CSATProduct reviewCollect star ratings and written reviews you can show on the product page, with an optional photo. Send it one to two weeks after delivery, once the product has been used.
CSATHotel stayLearn how guests rated their stay, from check-in to breakfast, and whether they'd recommend you. Email it the day after check-out.
CSATCourse evaluationCollect end-of-course feedback on the content, the pace and the instructor, plus one change for next time. Send it in the last week of the course, before final grades.

Frequently asked questions

Once or twice a year to the whole list suits a survey of this length. In between, use short surveys after single moments, such as an order or a support chat.

They measure different things. NPS shows whether customers would recommend you, and the five-star satisfaction score gives your CSAT, the share who rated 4 or higher.

Yes. Turn off Skip people who already received this survey for the new send, or duplicate the survey for each wave. Usertick doesn't repeat sends by itself, so schedule each wave by hand.

Choose the low scores in Results to see which ratings those customers marked down and what they wrote, then reply to the urgent ones from the inbox.

Yes. Select a tenure band in question 6 and every card on the page narrows to those customers, so you can compare scores by tenure.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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