Customer Satisfaction Survey Questions: 50+ Examples
The hardest part of a customer satisfaction survey is often deciding what to ask. This page is a working question bank: more than fifty examples grouped by what you are trying to learn, so you can copy the ones that fit and skip the rest.
Use it as a menu, not a checklist. A good survey rarely needs more than five to eight questions — pick the ones tied to a decision you will actually make, and leave the rest for another survey.
For the wider picture of how these questions fit into a program, start with the customer satisfaction survey guide. When you are ready to build, you can create your survey with AI and edit every question afterward.
Overall satisfaction questions
These capture the headline measure — how satisfied someone is overall. Include at least one, but do not stack several near-identical versions.
- Overall, how satisfied are you with [company/product/service]? (1–5 scale)
- How well did [product/service] meet your expectations? (1–5 scale)
- How satisfied are you with your most recent experience? (1–5 scale)
- How likely are you to continue using [product/service]? (1–5 scale)
- How would you rate the overall value for the price you paid? (1–5 scale)
- Compared with your expectations, [product/service] was… (Much worse / Worse / As expected / Better / Much better)
- What is the one word you would use to describe your experience? (short text)
Product and service quality questions
Use these to pinpoint which part of the offering drives satisfaction — quality, reliability, ease of use or features.
- How satisfied are you with the quality of [product/service]? (1–5 scale)
- How well does [product] do what you need it to do? (1–5 scale)
- How easy is [product/service] to use? (1–5 scale)
- How reliable has [product/service] been for you? (1–5 scale)
- How satisfied are you with the range of features available? (1–5 scale)
- Which feature do you find most valuable? (single choice / short text)
- Is there anything you expected [product] to do that it does not? (open text)
- How does [product/service] compare with alternatives you have used? (Much worse to Much better)
Customer support questions
Ask these after a support interaction. For a full support-specific survey, see the CSAT survey template for customer support.
- How satisfied were you with the support you received? (1–5 scale)
- Was your issue fully resolved? (Yes / Partially / No)
- How easy was it to get the help you needed? (Very difficult to Very easy)
- How would you rate the knowledge of the person who helped you? (1–5 scale)
- How satisfied were you with how quickly we responded? (1–5 scale)
- What could we have done to make your experience better? (open text)
- Did our team treat you with respect and courtesy? (Yes / No)
Delivery and fulfilment questions
Relevant for ecommerce, food delivery and any business that ships or fulfils orders.
- How satisfied were you with the delivery of your order? (1–5 scale)
- Did your order arrive within the expected time? (Yes / No)
- How satisfied were you with the condition of your order on arrival? (1–5 scale)
- Was your order accurate and complete? (Yes / No)
- How easy was the ordering process? (Very difficult to Very easy)
- How satisfied were you with the packaging? (1–5 scale)
- If there was a problem with your order, how well was it handled? (1–5 scale)
Loyalty and recommendation questions
These look forward — whether someone will return, recommend or renew. The recommendation question is the basis of NPS; see customer satisfaction vs NPS for how they differ.
- How likely are you to recommend [company] to a friend or colleague? (0–10 scale)
- How likely are you to purchase from us again? (1–5 scale)
- How likely are you to renew your subscription? (1–5 scale)
- How likely are you to choose us over a competitor next time? (1–5 scale)
- What would make you more likely to recommend us? (open text)
- How connected do you feel to our brand? (1–5 scale)
Open-ended feedback questions
Open questions explain the scores. Keep one or two near the end. AI can group the answers into themes — see analyzing open-text responses.
- What is the main reason for your rating? (open text)
- What do you like most about [product/service]? (open text)
- What is the one thing we could improve? (open text)
- Is there anything else you would like us to know? (open text)
- What almost stopped you from buying or signing up? (open text)
- If you could change one thing, what would it be? (open text)
Rating questions vs open-ended questions
Rating questions are fast to answer and easy to track over time — they give you the numbers. Open-ended questions are slower but tell you why the numbers move.
- Use rating questions for anything you want to trend: overall satisfaction, effort, quality and likelihood to recommend.
- Use one or two open-ended questions to capture reasons and surprises you did not think to ask about.
- Avoid making every question open text — long typing tasks lower completion rates.
- Place the open questions after the ratings so respondents have already reflected on the experience.
Numbers tell you what happened; words tell you why. A survey that has both a rating and a short reason question gives you a score you can actually act on.
Questions to avoid
Leading questions
“How much did you enjoy our excellent service?” pushes people toward a positive answer. Use neutral wording — “How would you rate our service?” — so the data reflects reality.
Double-barrelled questions
“Was our team fast and friendly?” asks two things at once. If someone was fast but rude, there is no honest answer. Split it into two questions or keep only the one that matters.
Vague questions
“Are you happy with everything?” is too broad to act on. Ask about a specific experience, feature or interaction so the answer points to something you can change.
Assumptive and jargon-heavy questions
Do not assume the respondent used a feature or knows your internal terms. Add a “Not applicable” option and write in plain language your customers actually use.
Assembling a questionnaire from the bank
Turning this bank into a finished survey is mostly a matter of restraint. A practical way to assemble one:
- 1Start with one overall satisfaction question — it anchors the survey.
- 2Add two or three questions about the specific experience you care about (support, delivery, product).
- 3Include one loyalty or recommendation question if repeat business matters.
- 4Finish with one open-ended “reason” question.
- 5Keep the total to five to eight questions and use a consistent rating scale throughout.
For a full walkthrough of structuring the survey itself, see how to create a customer satisfaction questionnaire, or start from the ready-made CSAT survey template.
Rather than picking questions by hand, describe your goal and create your survey with AI. It assembles a focused draft using good-practice wording, and you edit every question before publishing.
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.
How to structure a customer satisfaction questionnaire: recommended order, a full sample, scale guidance, distribution and analysis.
How feedback surveys differ from satisfaction surveys, plus question categories, a full example, timing, channels and analysis.
Use a practical customer support CSAT template with recommended questions, scales and follow-up logic.
A ready-made customer satisfaction survey to adapt.
Compute your CSAT score from rating counts.
Generate a focused survey from a plain-language goal.