Customer Satisfaction Survey Examples by Industry
The best customer satisfaction survey looks different depending on what you sell and when you ask. A SaaS onboarding survey and a restaurant table survey share the same goal — understanding how satisfied customers are — but the trigger, the questions and the metric that matters most are not the same.
This page collects practical customer satisfaction survey examples by industry. For each one you get a recommended trigger, a few example questions and the main insight worth tracking, plus a relevant template to start from.
For the full picture of how to design, distribute and analyze these surveys, start with our customer satisfaction survey guide. If you want a ready-to-edit question set, see the customer satisfaction survey template.
SaaS
Trigger: after onboarding is complete, and again on a recurring schedule (for example quarterly) for active accounts.
- How satisfied are you with [product] so far? (1–5 scale)
- How easy was it to get started? (1–5 scale)
- What is the one thing that would make [product] more useful for you? (open text)
Main insight to track: whether early satisfaction predicts retention, and which onboarding steps correlate with low scores. Start from the SaaS customer satisfaction survey template and pair it with a churn survey for SaaS for accounts that cancel.
Ecommerce
Trigger: shortly after an order is delivered, while the experience is fresh.
- How satisfied are you with your recent order? (1–5 scale)
- How would you rate the product quality? (1–5 scale)
- Was there anything about the ordering or delivery that could have been better? (open text)
Main insight to track: which stage — product, checkout or delivery — drives dissatisfaction. Start from the ecommerce customer satisfaction survey template or the post-purchase survey.
Restaurants
Trigger: at the end of the visit (QR code on the receipt) or by email shortly after.
- How satisfied were you with your visit today? (1–5 scale)
- How would you rate the food and the service separately? (two 1–5 scales)
- What would have made your experience better? (open text)
Main insight to track: whether food quality or service is driving scores, and how this varies by location and shift. Start from the restaurant experience survey template.
Hotels
Trigger: after check-out, ideally within a day of departure.
- How satisfied were you with your stay? (1–5 scale)
- How would you rate cleanliness, staff and value? (three 1–5 scales)
- Is there anything we could have done to improve your stay? (open text)
Main insight to track: which touchpoints (booking, room, front desk, amenities) most affect overall satisfaction. Start from the guest satisfaction survey template.
Healthcare
Trigger: after an appointment or discharge, using respectful, non-clinical language.
- How satisfied were you with your care today? (1–5 scale)
- Did the staff explain things in a way you could understand? (Yes / Somewhat / No)
- Is there anything we could do to improve your experience? (open text)
Main insight to track: communication and wait times, which consistently shape patient experience. Handle responses sensitively and privately. Start from the patient satisfaction survey template.
Banking
Trigger: after a service interaction (branch visit, call, or resolved case) or on a recurring relationship survey.
- How satisfied were you with the service you received? (1–5 scale)
- Was your issue or request fully resolved? (Yes / Partially / No)
- What could we improve about your banking experience? (open text)
Main insight to track: resolution rate versus satisfaction, and how trust and clarity affect loyalty. Start from the banking service feedback survey template.
Telecom
Trigger: after a support contact or installation, and periodically for active subscribers.
- How satisfied are you with your service overall? (1–5 scale)
- How easy was it to get your issue resolved? (1–5 effort scale)
- What is the main reason for your rating? (open text)
Main insight to track: effort and resolution, the strongest predictors of churn in subscription services. Start from the telecom support feedback survey template.
Delivery & logistics
Trigger: immediately after a delivery is completed.
- How satisfied were you with your delivery? (1–5 scale)
- Did your order arrive on time and in good condition? (Yes / No, per item)
- Anything we could do better next time? (open text)
Main insight to track: timeliness and condition on arrival, and how they vary by route or courier. Start from the delivery experience survey template or the food delivery experience survey.
Education
Trigger: at the end of a course, term or training session.
- How satisfied were you with this course? (1–5 scale)
- How relevant was the content to your goals? (1–5 scale)
- What would have made this course more valuable? (open text)
Main insight to track: relevance and clarity of instruction, which drive learner satisfaction and completion. Describe your goal to create your survey with AI if no fixed template fits.
Professional services
Trigger: after a project milestone or engagement completes.
- How satisfied are you with the work delivered? (1–5 scale)
- How well did we communicate throughout the engagement? (1–5 scale)
- How could we improve on the next project? (open text)
Main insight to track: communication quality and whether outcomes met expectations — the basis for repeat business. Consider the customer loyalty survey template for ongoing relationships.
Choosing and adapting an example
Pick the example closest to your situation, keep the overall satisfaction question and one open-text question, then adapt the middle questions to the touchpoints you can actually change. A shorter survey tied to a real decision beats a long generic one.
Whatever industry you are in, keep your scale consistent so you can track trends, and compute the score with the free CSAT calculator. For more on picking the right measure, see customer satisfaction metrics.
Frequently asked questions
Keep reading
The complete guide to customer satisfaction surveys: proven questions, a ready-to-use template, industry examples, metrics and AI-powered creation and analysis.
A complete general customer satisfaction survey template, with short, detailed, post-purchase and post-support versions and customization guidance.
Which customer satisfaction metrics to track — CSAT, NPS, CES, distributions, sentiment and themes — and when each is useful.
A categorized bank of 50+ proven customer satisfaction questions — rating, open-ended, support, product, delivery and loyalty — with guidance on when to use each.
A ready-made customer satisfaction starting point.
Industry-specific surveys you can customize.
Compute your CSAT score from rating counts.