Improve customer satisfaction with surveys

Effectively gauge customer satisfaction and turn feedback into customer loyalty.

What is customer satisfaction (CSAT)?

Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities.

How does CSAT work?

Customer satisfaction feedback generated through a range of methods, including surveys and ratings, can help identify your strengths and determine the best ways to improve or update products and services.

Why should I continuously measure customer satisfaction?

Yes, tracking CSAT is key to the ongoing success of your company. It provides a data-backed check-in to make sure that you are keeping pace with your customers expectations.

What are common ways to gather customer feedback?

From convenience to professionalism, customer surveys let you effectively gather valuable customer feedback to help you build a stronger business strategy. Here are a few ways to start:

Tap into your potential markets with consumer surveys
Learn from the voice of customer

Understand the experience within customer touchpoints

Remove the guesswork from your customer satisfaction surveys

Take our CSAT questions and make them yours with our survey template.

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Types of customer satisfaction survey questions

Getting useful and actionable answers requires asking the right types of questions for your customer satisfaction surveys. Here’s how to use question types to effectively measure customer satisfaction.

Likert scale responses for customer service are very flexible and can be used to measure a variety of sentiments; from agreement, to satisfaction, frequency, and desirability.

For example, you might be interested in how often customers use your online help portal, in which case a frequency response (ie: Never, Rarely, Sometimes, Often, Frequently) would be useful.

Below is an example of a customer service Likert scale survey question.

Overall, how satisfied or dissatisfied are you with our company?

Learn more about the reliability of the Likert scale>

Open-ended questions allow customers to share their thoughts and opinions for more in-depth insights and new ideas.

For example, this Market Research Survey Template starts with several open-ended questions that ask customers to list specific things they like and changes they would like to see:

What do you like most about our new product?
What changes would most improve our product?

Learn more about open-ended questions>

Nominal questions are naming scales, which pinpoint different categories of questions. These answers cannot be assigned a numerical value.

In addition, the answers are not created to be connected in any way, unless you add an option for “all of the above.”

The answers to nominal questions have no specific order; they are meant to carry significance for variable labels only.

An example of a nominal question:

Which brands of shoes from our online store do you prefer?

Explore more customer satisfaction survey questions>

Binary scale questions rely on a limit of two answers per question, hence the name “binary.” These can be presented as simple yes or no questions,as well as questions that can be answered with graphics such as thumbs up/ thumbs down, or with happy face/ sad face emojis.

Here is an example of a Binary scale question: