Customer feedback survey templates
Measure satisfaction, loyalty and effort at the moments that matter: after a purchase, a support ticket, a renewal or a cancellation. Every template opens in the builder with its questions and guidance on reading the results.
- Customer satisfaction · 2
- Net Promoter Score · 2
- Customer effort · 1
- Customer service · 3
- Purchase & delivery · 2
- Voice of the customer · 2
- Loyalty & advocacy · 2
- Cancellation & win-back · 2
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Customer feedback (16)
Customer satisfaction
- Customer satisfaction (CSAT)A three-minute check on how a recent purchase or support interaction went, with one open question that tells you why.6 questions ~3 min
- Customer onboarding feedbackAfter the first 30 days: was setup clear, did they reach first value, and what nearly made them give up.5 questions ~2 min
Net Promoter Score
- Net Promoter Score (NPS)The standard 0–10 loyalty question plus the two follow-ups that make it actionable: the reason, and permission to follow up.3 questions ~1 min
- Transactional NPSNPS tied to a specific moment (delivery, onboarding, support) so you can see which touchpoints create promoters and detractors.3 questions ~1 min
Customer service
- Customer service feedbackPost-ticket survey separating the agent's behaviour from the outcome, so coaching and process fixes go to the right place.6 questions ~2 min
- Live chat feedbackTwo-question rating shown as a chat closes, with an optional comment. Built to be answered in ten seconds.3 questions ~1 min
- Complaint follow-upAfter a complaint is closed: was it handled fairly, did the outcome feel right, and has trust been restored.3 questions ~2 min
Purchase & delivery
- Post-purchase surveyCheckout, delivery and first impressions of the product in one short survey sent a few days after the order arrives.7 questions ~3 min
- Returns and refund experienceWhy the item came back and how the return process felt; turns refunds into product and policy fixes.5 questions ~2 min
Voice of the customer
- Voice of the customerA relationship survey across product, service, value and loyalty, with a priority question so you know what to fix first.7 questions ~5 min
- B2B client satisfactionAccount-level feedback for agencies, consultancies and B2B vendors: responsiveness, expertise, value and renewal intent.6 questions ~4 min
Loyalty & advocacy
- Customer loyalty and advocacyFind your advocates: repeat intent, referrals already made, review willingness and what customers say about you to others.5 questions ~2 min
- Subscription renewal surveyBefore renewal: confidence in value, what would make renewing an easy yes, and risk flags you can act on in time.4 questions ~2 min
Cancellation & win-back
- Cancellation surveyFour questions at the moment of cancellation: the reason, what would have changed it, where they are going, and whether they would return.4 questions ~1 min
- Win-back surveyFor lapsed customers: what they use now, what would bring them back, and permission to send an offer.4 questions ~2 min
Customer feedback survey questions, answered
When should I send a survey?
Within 24–48 hours of the interaction it asks about, while the details are fresh. Later than a week and both response rate and accuracy drop.
How many questions should a customer satisfaction survey have?
Five to eight. One overall satisfaction rating, two or three drivers, and one open question is enough to act on; longer surveys lose respondents before the open question.
How is NPS calculated?
Subtract the percentage of detractors (0–6) from the percentage of promoters (9–10). Passives (7–8) count toward the total but not the score. The result ranges from −100 to +100.
How often should I run an NPS survey?
Relationship NPS once or twice a year to the whole base; transactional NPS after key moments. Avoid asking the same person more than once a quarter.
What is a Customer Effort Score?
A single question asking how easy it was to get an issue resolved or a task completed, usually on a 5- or 7-point scale. Low effort is strongly linked to repeat business.
Should the agent's name appear in the survey?
Only if the agent can see their own results and coaching follows. Otherwise ask about 'the person who helped you' to keep answers honest.
When is the best time to send a post-purchase survey?
After the customer has had the product for a few days, usually three to five days after delivery. Too early and they cannot comment on the product; too late and the delivery experience is forgotten.
How is a voice-of-the-customer survey different from CSAT?
CSAT measures one transaction; a VoC survey measures the overall relationship, usually with questions on product, service, value and loyalty, and is run periodically rather than after each interaction.