Customer Satisfaction Survey Template

About this customer satisfaction survey template

Customer satisfaction looks different from one business to another. A retail customer may care about product quality, delivery, packaging, returns, and price. A B2B customer may care about onboarding, support, reliability, communication, value, and whether the product or service is helping their team.

This customer satisfaction survey template is designed for both types of businesses. It helps you measure how customers feel, what shaped their experience, and what would make them more likely to buy again, renew, recommend you, or keep working with your team.

Use this template after a purchase, support interaction, appointment, onboarding process, project delivery, account review, subscription period, service visit, event, or customer check-in.

What this template includes

This customer satisfaction survey helps you collect:

• Overall satisfaction score
• Product or service quality rating
• Support or communication rating
• Ease of buying, booking, onboarding, or working with your team
• Delivery, fulfillment, or implementation feedback
• Value for money
• Likelihood to buy again, renew, or continue using the service
• What worked well
• What could be improved
• Follow-up permission
• Optional contact details

Adapt the survey around the moment you want to evaluate: a purchase, appointment, delivery, project handoff, support conversation, onboarding step, or account check-in. You can change the rating scale, rewrite the satisfaction questions, adjust the design, and add follow-ups for happy, neutral, or unhappy customers.

To make those edits faster, use the AI chat in FormGrid. For example, ask: “Make this a post-purchase satisfaction survey for an online store” or “Add follow-up questions for business customers who say they are unsure about continuing.”

How to use this template

Click “Use this template” to open the customer satisfaction survey in FormGrid.

1. Pick the experience you want to score. Decide whether the survey is for a purchase, appointment, delivery, project, support conversation, onboarding step, subscription period, or account check-in.

2. Adjust the respondent question. For consumer customers, you might ask whether someone is a first-time customer, returning customer, subscriber, guest, or member. For business customers, you might ask whether they are the buyer, admin, daily user, account owner, or decision maker.

3. Keep the satisfaction questions focused. Ask about the parts of the experience that shaped the customer’s opinion, such as product quality, service quality, communication, delivery, support, value, or continued use.

4. Add follow-ups based on the score. Use conditional logic to ask unhappy customers what went wrong, neutral customers what would have made the experience better, and happy customers what they valued most. You can also ask the AI chat to create those paths for you.

5. Use different wording for consumer and business customers. Consumer surveys can mention purchases, delivery, returns, bookings, store visits, or product quality. Business customer surveys can mention onboarding, account support, implementation, team use, renewal, or value.

6. Ask for follow-up permission. Add a yes/no question before asking for a name, email address, company, or account details. This keeps the survey comfortable for customers who only want to leave anonymous feedback.

7. Make the final screen clear. Use a custom end page to thank customers and explain whether their feedback will be reviewed, whether your team may follow up, or whether any next step is needed.

8. Send low scores to the right person. Add a send email block when unhappy responses need attention. A poor delivery rating might go to operations, while a low support rating might go to the support team.

9. Share the survey soon after the experience. After you publish it, send the link while the purchase, appointment, project, support conversation, or account check-in is still fresh. You can also embed it on a feedback page or customer portal with an embed code.

Survey responses will be added to the response table. To compare results across products, locations, accounts, service types, or time periods, export responses and analyze the patterns in a spreadsheet.

Tips for customer satisfaction surveys

A useful customer satisfaction survey should be easy to complete and specific enough to guide decisions.

• Anchor the survey to one moment. A satisfaction score is easier to interpret when customers know whether they are rating a purchase, appointment, project, delivery, support conversation, or account check-in.

• Use one main satisfaction score. Extra ratings can help, but one overall score gives you a simple metric to track over time.

• Pair ratings with a written answer. A score tells you how satisfied the customer is. A short comment tells you why.

• Adjust language for business customers. In B2B, one response may reflect a whole team. Use wording like “your team” when the answer should cover more than one person’s experience.

• Do not punish unhappy customers with extra work. If someone gives a low score, ask what happened and whether your team may follow up. Keep that path short.

• Send the survey while the experience is still fresh. Customers are more likely to give useful feedback when they still remember the purchase, support conversation, appointment, or project details.

Related guides and resources

• How to measure customer satisfaction
• How to create a feedback form

Customer satisfaction survey template FAQs

What should a customer satisfaction survey measure?

A customer satisfaction survey should measure how happy customers are with a specific product, service, purchase, appointment, project, support interaction, onboarding step, or account experience. It should also ask why they gave that score, so your team knows what to keep or improve.

How is this different from a customer experience survey?

A customer experience survey looks at the wider customer journey, such as discovery, purchase, onboarding, support, value, and renewal. A customer satisfaction survey is usually more focused. It asks whether the customer is satisfied with a specific experience or relationship.

Can one customer satisfaction survey work for consumer and business customers?

Yes, but the wording should change by audience. Consumer customers may rate delivery, returns, bookings, store visits, or product quality. Business customers may rate onboarding, account support, implementation, team use, value, or renewal confidence.

How many questions should a customer satisfaction survey have?

For a simple satisfaction check, use one main rating question, a few questions about the experience being measured, one open comment question, and an optional follow-up section. Longer surveys are fine when the feedback is tied to a clear review process.

What should I ask after a low satisfaction score?

Ask what went wrong, what the customer expected, and whether your team may follow up. With conditional logic, those questions can appear only when someone gives a low score. You can also ask the AI chat in FormGrid to create a low-score follow-up path for your business.

How should I ask business customers about continued use?

Keep the wording focused on the customer’s team. For example, ask how likely their team is to keep using the product or service, and what would make them feel more confident continuing. Avoid internal language that sounds like a renewal-risk checklist.

Can customers answer anonymously?

Yes. You can remove name, email, company, and account fields, or make them optional. If you want to follow up, ask for permission first and only show contact fields when the customer agrees.

Can I send low satisfaction responses to my team?

Yes. Add a send email block to notify the right person when a response needs attention. The email can include the score, comment, experience type, respondent role, and follow-up details.

How should I review customer satisfaction results?

Look for repeated patterns in the comments, not only the average score. You can use the response table for quick review or export responses to compare satisfaction across products, locations, accounts, teams, or time periods.