Customer Experience
Refund Experience Survey Template
Understand how customers feel about your refund process.
4 questions ~2 min to complete CES
What this survey is for
Reduce friction and frustration in refunds and recover trust.
Example questions
- 1
How easy was it to request your refund?
CES
- 2
How long did your refund take?
Single choice
- 3
How satisfied are you with how the refund was handled?
CSAT
- 4
How could we improve the refund process?
Open text
- Send the refund experience survey at the moment it's most relevant to the respondent.
- Keep it short — every extra question lowers completion.
- Always include at least one open-text question so AI can surface themes.
- Segment responses by audience and touchpoint to find what to fix first.
- Close the loop with respondents when you act on their feedback.
Refund effort scoreTime-to-refund sentimentTrust impact
Frequently asked questions
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