Customer Satisfaction Survey Template
Measure how happy customers really are with a five-point CSAT score, driver ratings, and one sharp open question — finished in under two minutes.
You recently spent time (and money) with us — two minutes of honesty helps us earn the next visit. No marketing follow-up, just listening.
Customer satisfaction (CSAT) is the workhorse metric of service quality: ask right after an interaction, score it on a small labeled scale, and track the percentage of happy answers over time. This template is a complete CSAT instrument, not just a star rating — it captures the score, the reasons behind it, and the revenue signal that makes the number matter.
Why these questions. The recency screener comes first because satisfaction data decays fast — a rating of something that happened four months ago measures memory, not service. The 1–5 satisfaction scale is the industry-standard CSAT item; with labeled endpoints, your "top-2-box" percentage (fours and fives over total) becomes comparable quarter over quarter. The driver matrix is the diagnostic half: an overall score tells you that something changed, while the four driver rows — quality, service, value, ease — tell you where. The standout question forces one concrete memory, the open question collects the fix customers would make, and repurchase intent ties the whole thing to revenue: satisfaction that doesn't predict return business is just politeness.
What we left out. No 0–10 recommendation question — that's NPS, a different instrument with different math, and mixing the two muddies both (there's a dedicated NPS template in this category). No demographics either: if you know who your customers are from your order system, asking again just adds friction to a survey that lives or dies on completion rate.
Who runs this. Support teams send it when a ticket closes, e-commerce shops trigger it a few days after delivery, service businesses attach it to the final invoice, and SaaS teams run it quarterly as a relationship check. Because the form works from a bare link, it drops into receipt emails, chat sign-offs, and order confirmation pages alike.
Make it yours. Rename the matrix rows to your actual touchpoints — "Checkout", "Delivery speed", "Onboarding call" — in one edit each. Turn on email notifications in Settings so a one-star answer interrupts your day the way it should, or add a webhook to push every response into your helpdesk. When you analyze, export the CSV and compute top-2-box per driver row; the built-in Summary view already shows the score distribution and averages if you just want the pulse. If you survey after every order, set duplicate prevention to one response per device so a single unhappy customer can't tilt the average, and keep the two open questions optional — required essays are how satisfaction surveys get abandoned.
Frequently asked questions
How do I calculate my CSAT score from responses?
Count responses scoring 4 or 5, divide by total responses, and you have top-2-box CSAT. The Summary view shows the full distribution and average; the CSV export gives you the raw column for a spreadsheet formula.
When should this survey be sent?
As close to the interaction as possible — after a ticket closes, an order arrives, or a project wraps. The first question screens for recency so late answers can be filtered out in the CSV.
Is this survey anonymous?
The template collects no name or email, so responses arrive unattributed. If you want follow-up ability, add an optional email block — just expect fewer brutally honest answers.
Can I get alerted only when someone is unhappy?
Turn on email notifications to hear about every response, or connect a webhook and filter on low scores in your receiving tool — each submission posts as structured JSON with a signature you can verify.