Customer Satisfaction Survey Template

A customer satisfaction survey shows how well you meet customer expectations and highlights the moments that shape their experience. Customer satisfaction helps you compare performance to competitors, assess perceived value and quality, and understand whether customers are likely to recommend your business.

Our Customer Satisfaction Survey Template gives you a simple, consistent way to gather feedback and see what’s working across your customer experience. You can customize the questions to explore specific touchpoints, learn what influences satisfaction, and identify the changes that strengthen overall customer experience. As you collect responses, you’ll see clear patterns about what keeps customers happy and where product or service improvements can have the greatest impact.

The Customer Satisfaction Score (CSAT) is a core customer experience (CX) metric that measures a customer's immediate satisfaction with a specific transaction, product, or interaction with a brand.

It directly gauges how well that experience met their expectations, typically captured using a direct question on a 5-point scale.

The final CSAT score represents the percentage of customers who report being satisfied or highly satisfied, providing a clear, trackable metric for the quality of specific touchpoints.

Customer experience requires a multi-faceted approach.

While CSAT tracks satisfaction with a particular interaction, Net Promoter Score (NPS®) reflects long-term loyalty and advocacy, and Customer Effort Score (CES) captures how easy it was to complete a task.

To build a complete view of your customer relationships, use the Net Promoter Score Survey Template and Customer Effort Score Survey Template to explore these three vital signals together.

CSAT is calculated as the percentage of respondents who choose one of the top two options on a 5-point satisfaction scale. The CSAT formula is:

CSAT = (Number of satisfied responses ÷ Total responses) × 100

For example, if you receive 100 responses and 80 of them choose a 4 or 5 on your main satisfaction question, your resulting CSAT score is 80%. This percentage is your essential reference point for tracking how key business changes—to features, service, or internal processes—impact overall customer satisfaction.

Our free CSAT calculator walks you through the math and gives you a clear percentage you can track over time, no spreadsheets required.

A customer satisfaction survey template works best when it reaches people soon after the experience you want to measure. We offer several built-in collectors, each suited to a different touchpoint.

SMS works well when timing is critical, such as right after a delivery or on-site visit, because it lets you capture reactions while the experience is still fresh.

Email invitations work well for recurring or account-based check-ins where you want to track who responds and follow up with reminders.

Web links and QR codes are useful for receipts, packaging, in-app messages, or signage, and they let people respond whenever it’s convenient.

Website collectors are a great fit for on-site moments, such as after checkout or an account update, when you want quick, in-context feedback.

We have so many powerful features to help you launch surveys quickly, but here are our most popular ones for new users.