Customer Satisfaction Survey Template: Free Questions and Examples
This is a ready-to-use customer satisfaction survey template. Copy the general version below, or pick one of the shorter and situation-specific variants, and adapt the wording to your business.
Every version uses a consistent rating scale and keeps the survey short enough to finish. Templates are a starting point — cut anything you would not act on and add the questions that matter to you.
For the strategy behind the questions, see the customer satisfaction survey guide. When you are ready to publish, you can use the CSAT template or create your survey with AI.
The complete general template
A balanced, nine-item template that works across most industries. It uses a consistent 1–5 scale for the rating questions.
- 1Overall, how satisfied are you with [company]? (1–5, Very dissatisfied to Very satisfied)
- 2How well did [product/service] meet your expectations? (1–5)
- 3How satisfied are you with the quality of [product/service]? (1–5)
- 4How easy was it to get what you needed? (1–5, Very difficult to Very easy)
- 5How satisfied were you with our support, if you contacted us? (1–5, or Not applicable)
- 6How likely are you to purchase from us again? (1–5)
- 7How likely are you to recommend us to a friend or colleague? (0–10)
- 8What is the one thing we could improve? (open text)
- 9May we contact you about your feedback? (Yes / No)
Together they cover overall satisfaction, expectations, quality, effort, support, repurchase intent, recommendation, an open improvement prompt and follow-up consent — the core of a satisfaction survey without the bloat.
Short version (three questions)
When response rate matters most, use a minimal version that still gives you a score and a reason:
- 1Overall, how satisfied are you with [company]? (1–5)
- 2What is the main reason for your rating? (open text)
- 3How likely are you to recommend us? (0–10)
Detailed version
When you need diagnostic depth — for example an annual relationship survey — extend the general template with touchpoint-specific ratings:
- Add separate ratings for onboarding, product features, pricing and communication.
- Add an effort question for each major touchpoint you want to improve.
- Add a “which feature is most valuable?” question to guide prioritization.
- Keep only one or two open-text questions so the survey still gets finished.
Even a detailed survey should stay focused. If you find yourself past a dozen questions, split it into two surveys sent at different moments.
Post-purchase version
Send this shortly after a purchase or delivery, when the buying experience is fresh:
- 1How satisfied are you with your purchase? (1–5)
- 2How easy was the ordering process? (1–5, Very difficult to Very easy)
- 3How satisfied were you with delivery and packaging? (1–5)
- 4Did your order arrive accurate and on time? (Yes / No)
- 5How likely are you to buy from us again? (1–5)
- 6Anything we could improve about your purchase experience? (open text)
Post-support version
Send this after a support ticket or chat is resolved. For a deeper treatment, see the CSAT survey template for customer support.
- 1How satisfied were you with the support you received? (1–5)
- 2Was your issue fully resolved? (Yes / Partially / No)
- 3How easy was it to get the help you needed? (1–5, Very difficult to Very easy)
- 4What is the main reason for your rating? (open text)
- 5Is there anything we could have done better? (open text, optional)
Customizing the template
A template only works once it fits your business. A few practical adjustments:
- Replace the placeholders with your company, product and service names.
- Cut any question you would not act on — shorter surveys get more complete answers.
- Add one or two questions unique to your business or industry.
- Keep the rating scale consistent across the whole survey and over time.
- Match the tone to your brand — formal, friendly or neutral.
- Add conditional logic so dissatisfied respondents are asked what went wrong.
Rather than building from scratch, use the CSAT template as a base and adapt it, or describe your goal and create your survey with AI. You can also verify your score later with the CSAT calculator.
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 categorized bank of 50+ proven customer satisfaction questions — rating, open-ended, support, product, delivery and loyalty — with guidance on when to use each.
How to structure a customer satisfaction questionnaire: recommended order, a full sample, scale guidance, distribution and analysis.
Use a practical customer support CSAT template with recommended questions, scales and follow-up logic.
The ready-made customer satisfaction template.
Compute your CSAT score from rating counts.
Generate an editable satisfaction survey from your goal.