Strengthen CSAT with surveys. Use our expert-written customer satisfaction survey questions and free templates to better understand your customers.
We’ve all taken them. We’ve all abandoned poorly written, unclear, too specific, or too general customer satisfaction surveys. We opened the survey in good faith, ready to provide wisdom to the organization that seemed to care about our opinion, only to find leading questions geared toward receiving glowing reviews.
There is an art to writing an effective customer satisfaction survey. To that end, we’ve compiled 50 customer satisfaction survey question examples and tips to avoid common mistakes when crafting them.
Customer satisfaction surveys enable you to evaluate customer sentiment at a micro or macro level. This includes customers’ general level of satisfaction with your product or service, their experiences with your customer service, their happiness with your organization, and more. The Customer Satisfaction Score (CSAT) survey is the most popular customer feedback survey to measure satisfaction.
The Customer Satisfaction Score metric is a measurement that determines how happy customers are with an organization, its products or services, and its capabilities.
CSAT asks: “How would you rate your experience with our (fill in the blank)?” where the responses range from “Very satisfied” to “Very dissatisfied.”
To calculate your CSAT score, divide the number of satisfied customers by all your respondents and multiply the result by 100. You’ll end up with a percentage; the higher it is, the more satisfied your customers are. Check out our ultimate guide to Customer Satisfaction Score to learn CSAT best practices, industry benchmarks, and more.
Now that you know about the customer satisfaction survey questions you can ask, let’s talk about common mistakes when building the survey—and what you can do to correct them!
When your answers don’t include the response your participant wants, you’ve created a frustrated experience for your respondents. They now face with the decision to answer inaccurately, skip the question, or abandon the questionnaire altogether. Not very productive. To let your question be inclusive of all opinions, offer an “I don’t know” answer choice or an “other” textbox or comment field.
This question-writing mistake is as simple as it sounds. Take the following as an example:
What if your service was impeccable, but the food was lacking? If there’s no way for the customer to answer this question accurately, you’ll get skipped questions, or, perhaps even worse, inaccurate responses. Make sure you’re asking for one distinct answer per question.
Returning to our example, you can break up the prompt:
Yes, it would be great if every single question in your customer satisfaction feedback survey was answered thoughtfully and completely. That just doesn’t happen in the real world; people are busy and get distracted. Sometimes, a question is missed as an oversight, sometimes the respondent doesn’t want to provide the information, and sometimes they’re just confused by the question. If you require an answer to every single question—even the most rudimentary ones—you’ll find that many respondents will leave your survey. So keep the required questions to a minimum and let them skip what they want.