Customer Satisfaction Survey Template

A customer satisfaction survey collects ratings, feedback, and net promoter scores (NPS) from customers after an interaction with your product or service. It captures satisfaction ratings by touchpoint, what worked and what didn't, and a NPS. Businesses that run satisfaction surveys consistently build a baseline that shows where the customer experience is improving and where it's falling short.

Customers who have a poor experience rarely tell you; they just don't come back. Without structured feedback collected at the right moment, a business loses customers to avoidable issues it never knew existed. A customer satisfaction survey captures the experience while it's still fresh, before that customer decides whether to return.

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Focus on specific, measurable aspects of the customer experience:

• Overall satisfaction rating (1–5 or 1–10 scale)
• Net Promoter Score (how likely are you to recommend us?)
• Specific touchpoint ratings (product quality, delivery, customer service, or value)
• What the customer valued most about the experience
• Open field for additional feedback or suggestions

Use Typeform's Opinion Scale field to capture your NPS question on a 0–10 scale. Pair it with conditional logic so respondents who give a low score automatically see a follow-up question about what would have improved the experience. This gives your team both the score and the qualitative detail to act on it, not just a number to report.

Connect it via Zapier so low scores trigger an automatic alert to the relevant account manager or support team. Your team uses contact details in the form to follow up—whether to resolve an issue or acknowledge the experience. Customers who hear back after a negative experience are more likely to give the business a second chance.

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