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Two people looking at a tablet together, next to screenshot of SurveyMonkey Likert scale survey question

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. 

eNPS question in example survey box

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 streaming 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.

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. 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. 

Woman looking at open laptop and smiling, next to graphs and charts

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.

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.

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 your customer service team interacts with customers and solves their problems.

Monitoring customer service satisfaction will help determine whether or not your customer service team is effective, helpful, and friendly. Customer service is vital when creating a positive customer experience. Improve your customer service teams, and you’ll enhance the overall customer experience with your company. 

You can launch this survey directly after a customer interacts with customer support to monitor the impression your representatives leave on your customers. The customer service survey includes questions like:

  • Overall, how would you rate the quality of your customer service experience?
  • How well did we understand your questions and concerns?
  • How much time did it take us to address your questions and concerns?

Use this customer feedback survey template to monitor how your customers assess your processes and the overall experience of working with you. Especially in B2B environments, insight into whether your business effectively manages projects and is easy to collaborate with is vital for future success.

The data you receive from a customer feedback survey will help you better manage projects in the future and keep your clients happy. Better internal business processes will help streamline your workflow and ensure you complete new projects in a timely fashion. 

A customer feedback survey asks some of the following questions:

  • How likely is it that you would recommend our service to a friend or colleague?
  • Is your project with our company currently active?
  • How well did your account manager handle your project?

Use this Net Promoter Score (NPS) survey template to measure customer loyalty rates in your business. It allows your business to generate a quantitative metric of customer loyalty that you can monitor and improve over time.

Customer loyalty is a leading customer experience metric. By understanding why your customers feel loyal to your brand, you can continue to create winning experiences for them. Equally, using an NPS survey allows you to identify reasons that customers may be unhappy with your business, letting you create an action plan to fix them.

A Net Promoter Score (NPS) survey typically asks the following question, which is sometimes followed by an open-ended question to gain more information about the response: “How likely is it that you would recommend [COMPANY] to a friend or colleague?”

Use this customer onboarding satisfaction survey template to monitor how your customers perceive the onboarding process. It will help determine whether your onboarding is effective and how you can improve the process.

The customer onboarding process is a strong indicator of whether a customer will buy from your business again. Improving customer onboarding will help establish a positive association with your brand at this vital touchpoint. A seamless onboarding will satisfy your customers and lead to lower customer churn and higher loyalty.

A customer onboarding satisfaction survey may include the following questions:

  • 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’s customer onboarding process?
  • Which of the following words would you use to describe our onboarding process? Select all that apply.

Use this customer support satisfaction survey template to assess how your customer support team helps and guides customers through their journey with your brand. It will illuminate how your customer support team reflects on your brand and whether or not they are forging long-lasting customer relationships.

A customer support team helps to ensure that every single touchpoint a customer has with your business is as effective as possible. You can use the data from this survey to improve your team and their interactions with your customers. As your team improves, overall levels of customer satisfaction will increase.

A customer support satisfaction survey may include the following questions:

  • Overall, how satisfied or dissatisfied are you with our company’s customer support?
  • How easy or difficult was it to get the support you needed?
  • How much time did it take us to resolve your custom support needs?

Use this solution satisfaction survey template to measure customer satisfaction with your products and solutions. It will reveal whether you meet customer expectations and point out areas for improvement.

The solutions your business offers are at the heart of what makes you stand out from other companies. As customer expectations change and evolve, monitoring whether or not you are developing with those expectations is vital. Customers who feel satisfied with your solutions will show greater loyalty to your brand.