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Customer satisfaction survey questions

Various studies have found that:

  •  A dissatisfied customer will tell between 9-15 people about their negative experience with a business
  • It takes an average of 12 positive experiences to make up for one unresolved negative experience
  • Customers who give your business a 5-star rating on a scale from 1 to 5 are 6x more likely to buy from you again

What this means is that the stakes are high for businesses when it comes to customer satisfaction, and customer satisfaction surveys are one of the most effective ways to find out how your customers are feeling about your business. Surveys also help identify what works, what doesn’t, and what you need to improve so you can provide a better experience for your customers. 

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Nicereply’s CSAT surveys

What are customer satisfaction surveys?

Customer satisfaction surveys are questionnaires designed to help businesses understand the level of satisfaction that their customers have with their products, services, personal experiences, brand image, or customer support. The general purpose of customer satisfaction surveys is to assess how satisfied or dissatisfied your customers are with different aspects of your products, services, or processes.

Customer satisfaction surveys may include different types of questions, such as multiple-choice questions (rating scale questions, binary scale ‘yes/no’ questions, nominal questions, Likert scale questions, semantic differential questions) and open-ended questions or any combination of the questions mentioned above.

customer-survey-rate-agents-Nicereply
Integrate Nicereply customer satisfaction surveys into your LiveAgent emails

Best practices for customer satisfaction surveys

  • Keep it short – surveys with 1-3 questions have the highest average completion rate (83.34%)
  • Ask questions that have a well-defined purpose and a strong case for being included
  • Don’t ask double-barrel questions that touch upon more than one issue
  • Avoid using internal or industry jargon that might be confusing to respondents
  • Make use of yes/no questions, when asking a question that has a simple outcome
  • Allow for open text feedback – you might uncover new insights you didn’t expect
  • Make sure your survey is optimized for mobile devices.
  • Decide on the best survey distribution methods for your business (emails, on-page pop-ups, feedback widgets, etc.)
  • Think of an ideal time to distribute your surveys at different stages of the customer lifecycle
  • Offer survey respondents a bonus, (if it makes sense) – studies have shown that incentives can increase survey response rates by 5% to 20%.
  • Thank customers for their feedback, regardless of the nature of the feedback

Customer satisfaction survey questions

In order to obtain valuable feedback from your customers, you need to be asking them the right questions. Below are some of the most common customer satisfaction survey questions (both general and product-specific) that you can use when creating your own CSAT surveys.

General customer feedback survey questions

SaaS product feedback survey questions

Customer experience survey questions

Customer service survey questions

Website feedback survey questions

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