Customer satisfaction survey templates: What to include for better CX surveys
Customer experience (CX) professionals are always searching for ways to streamline and enhance the customer journey. Customer satisfaction survey templates allow your business to rapidly customize, personalize, and launch tailored surveys that give you insight into the customer experience.
From initial touchpoints to customer retention strategies, everything can influence the overall customer experience. Monitoring these touchpoints with surveys helps identify and improve potential pain points. SurveyMonkey research suggests that Improving your customer satisfaction scores can lead to higher profits, increased growth, and lower customer churn.
Choose one of these customer satisfaction survey templates and start monitoring the customer experience in minutes.
Why use customer satisfaction survey templates?
According to SurveyMonkey research, 89% of CX pros state that the customer experience is the leading contributor to churn. However, if businesses fully understand their customer experience, they can improve it over time and boost satisfaction.
Using data gained from customer satisfaction survey templates will allow your business to identify areas where you can enhance the customer experience. By streamlining CX, your customers will report higher levels of satisfaction, leading to reduced churn and higher profits.
Customer satisfaction survey templates allow customer experience pros to save time while getting the data they need. They offer insight into how your audience feels about your brand and what you could do better.
By using a customer satisfaction survey template, you can rapidly collect data that enhances your customer care and streamlines the entire customer journey.
What should be included in a customer satisfaction survey?
A great customer satisfaction survey monitors various areas of the customer experience. These surveys offer a holistic overview of how your customers feel, what they want, and how easy it is to engage with your brand.
With that in mind, your customer satisfaction surveys should include questions that gather the following:
- Overall satisfaction: A baseline customer satisfaction survey template will always include a question that aims to quantify the overall satisfaction of your audience. A Customer Satisfaction Score survey helps gauge customer satisfaction, an important metric to track when determining how effective your CX program is over time.
- Product and service quality: High-quality products and services tend to result in happier customers. Monitoring how your customers feel about your product and service quality is an important part of overall customer satisfaction.
- Quality of customer service and support: Whenever something goes wrong, your customers will always turn to your customer support. Determining how effectively your customer support team solves these issues rapidly and effectively will help reflect on customer satisfaction.
- Ease of use/friction areas: SurveyMonkey research suggests that 91% of customers will recommend a brand after a positive, low-effort experience. A Customer Effort Score Survey helps identify potential friction areas and points toward solutions to improve the customer experience.
- Likelihood to recommend: Customer satisfaction survey templates will often include questions to measure customer loyalty. A Net Promoter Score® (NPS®) survey (a type of customer satisfaction survey) reflects how willing customers are to recommend your brand, giving insight into their satisfaction.
- Open-ended questions: Open-ended questions give customers the opportunity to give context to their answers. These in-depth insights can offer your business a greater level of understanding and help identify areas in the customer experience you can improve.
- Demographic information: Businesses can use demographic segmentation to get more from survey data. Including brief, close-ended questions that fill in demographic details will help enrich your customer satisfaction survey templates.
Depending on the specific areas of the customer experience in which you want to measure satisfaction, you could include all or only some of these elements.
If your business wants to measure customer satisfaction comprehensively, we recommend beginning a Voice of the Customer (VOC) program. A VOC program collects customer feedback to better understand the customer journey. By using this data, you can streamline every customer touchpoint and create a better overall customer experience.
Free customer satisfaction templates
These free SurveyMonkey customer satisfaction templates will help your business measure every aspect of the customer experience.
Whether you want to accurately measure loyalty or gain insight into the effectiveness of your customer service team, our free customer satisfaction templates cover it all.
Customer satisfaction survey template
Use this customer satisfaction survey template to get an overall insight into how your customers feel about your business. It allows your business to generate data on satisfaction with your services, product, or company as a whole.
Monitoring customer satisfaction over time will help your business measure how your customer experience programs are influencing your brand. Boosting customer satisfaction will lead to improved customer retention, higher revenue, and increased customer lifetime value.
This customer satisfaction surveys ask questions like:
- How likely is it that you would recommend this company to a friend or colleague?
- Overall, how satisfied or dissatisfied are you with our company?
- Which of the following words would you use to describe our products? Select all that apply.
Customer service survey template
Use this customer service survey template to accurately measure the success of your front-line customer service and support agents. It allows your business to generate data on how well y