A customer satisfaction survey is a short questionnaire that measures what your customers think of a purchase or a service: a rating, a recommendation, a comment. It gives a voice to disappointed customers, who most often leave without complaining.
Example questions
- Are you satisfied with your purchase? (stars)
- Does the product match the description? (scale from 1 to 5)
- How would you rate the delivery: lead time, packaging, condition? (matrix)
- Would you recommend us to a friend or relative? (NPS from 0 to 10)
- What could we have done better? (free text)
Five to eight questions are enough: the customer answers in under two minutes.
When should you send it?
Right after the experience: a few days after delivery for a purchase, the same day for a service. Through an email campaign to your recent customers (email address already filled in), a link in your emails, a QR code at the counter or on your website.
Calling back disappointed customers
After a low rating, a condition asks what was disappointing, then “Would you like us to contact you?”. A tag on the “Yes” answer and the notification to your team give you the list of people to call back.
For likelihood to recommend: measure and calculate your NPS.
Template and detailed questions: customer satisfaction questionnaire.
Want to measure how your team feels? Start from our free employee satisfaction survey template.
Measuring how customers feel? See our guide to the customer satisfaction survey, with 50 example questions and a template.
Mailpro forms, surveys and quizzes
Measure your customers' satisfaction
A short questionnaire, sent at the right time, with the customers to call back.