Customer Satisfaction Survey: [PRODUCT/SERVICE NAME]

Introduction

Thank you for taking the time to participate in the [COMPANY NAME] Customer Satisfaction Survey. We value your business and want to ensure that we are meeting your expectations. Your honest feedback is crucial in helping us improve our [PRODUCT/SERVICE NAME] and serve you better.

This survey should take approximately [NUMBER] minutes to complete. Your responses will remain confidential and will be used solely for internal quality assurance and product development purposes.

Contact Information

• Survey ID: [UNIQUE SURVEY ID]
• Date Survey Sent: [DATE SENT]
• Survey Version: [VERSION NUMBER]

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Part 1: Customer Profile & Usage Context

To help us categorize your feedback, please provide a few details about your experience with [COMPANY NAME].

1. Name (Optional)

• [FIRST NAME] [LAST NAME]

2. Email Address (Optional)

• [EMAIL ADDRESS]
• Note: We will only use this to follow up on specific issues if you grant permission.

3. Company / Organization Name

• [ORGANIZATION NAME]

4. Job Title

• [JOB TITLE]

5. How long have you been using [PRODUCT/SERVICE NAME]?

• Less than 1 month
• 1–6 months
• 6–12 months
• 1–3 years
• 3+ years

6. How frequently do you use our product/service?

• Daily
• Weekly
• Monthly
• Rarely / One-time use

7. Which specific features or departments of [COMPANY NAME] do you interact with most? (Select all that apply)

• [FEATURE A]
• [FEATURE B]
• [FEATURE C]
• Customer Support
• Sales / Account Management
• Billing / Accounts
• Other: [PLEASE SPECIFY]

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Part 2: Overall Satisfaction Metrics

Please rate your general experience with [COMPANY NAME] regarding [PRODUCT/SERVICE NAME].

8. Overall, how satisfied are you with [PRODUCT/SERVICE NAME]?

• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied

9. How likely are you to recommend [COMPANY NAME] to a friend or colleague? (NPS)

• Please select a score between 0 (Not at all likely) and 10 (Extremely likely).
• [ 0 ] [ 1 ] [ 2 ] [ 3 ] [ 4 ] [ 5 ] [ 6 ] [ 7 ] [ 8 ] [ 9 ] [ 10 ]

10. How would you rate the value for money of [PRODUCT/SERVICE NAME]?

• Excellent value
• Good value
• Fair value
• Poor value
• No opinion

11. How easy was it for you to achieve your goals using [PRODUCT/SERVICE NAME]?

• Very Easy
• Easy
• Neutral
• Difficult
• Very Difficult

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Part 3: Product & Service Experience

We want to understand the specifics of what works well and what doesn’t.

12. Please rate the following aspects of [PRODUCT/SERVICE NAME]:

Aspect	Very Satisfied	Satisfied	Neutral	Dissatisfied	Very Dissatisfied	N/A
Quality / Reliability	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Ease of Use / User Interface	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Range of Features	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Performance / Speed	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Mobile Accessibility	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Documentation / Guides	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]

13. Compared to our competitors, how do you rate [COMPANY NAME]?

• Much better than competitors
• Somewhat better than competitors
• About the same as competitors
• Somewhat worse than competitors
• Much worse than competitors

14. What is the ONE thing we could do to make [PRODUCT/SERVICE NAME] better?

• [OPEN TEXT FIELD FOR SUGGESTIONS]

15. What do you like most about [PRODUCT/SERVICE NAME]?

• [OPEN TEXT FIELD FOR POSITIVE FEEDBACK]

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Part 4: Customer Support & Account Management

If you have not interacted with our support team, please skip to Part 5.

16. Have you contacted [COMPANY NAME] Customer Support in the last [TIMEFRAME, e.g., 3 months]?

• Yes
• No

17. How did you contact us?

• Email
• Phone
• Live Chat
• [SUPPORT PORTAL NAME]
• Other: [SPECIFY]

18. How satisfied were you with the speed of our response?

• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied

19. How satisfied were you with the quality of the solution provided by the support agent?

• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied

20. Was your issue resolved in a single interaction?

• Yes
• No

21. If you interacted with an Account Manager, please rate their performance:

• Excellent – Proactive and helpful
• Good – Helpful when contacted
• Average – Met basic expectations
• Poor – Unresponsive or unhelpful
• N/A

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Part 5: Purchasing & Onboarding

22. How easy was the purchasing/sign-up process?

• Very Easy
• Easy
• Neutral
• Difficult
• Very Difficult

23. How would you rate the onboarding process (getting started with the product)?

• Excellent – I was up and running immediately
• Good – I needed some help but figured it out
• Average – It took longer than expected
• Poor – I struggled to get started
• I did not require onboarding

24. How clear are the pricing and billing statements from [COMPANY NAME]?

• Very Clear
• Clear
• Somewhat Confusing
• Very Confusing

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Part 6: Future & Loyalty

25. Do you plan to renew your subscription/contract with [COMPANY NAME]?

• Definitely
• Probably
• Not Sure
• Probably Not
• Definitely Not

26. If you are unlikely to renew or considering leaving, what is the primary reason?

• Price / Cost
• Missing Features
• Poor Performance / Reliability
• Better Alternative from Competitor
• Poor Customer Service
• No longer need the service
• Other: [PLEASE SPECIFY]

27. Would you be willing to participate in a beta testing group for future features?

• Yes
• No
• Maybe (contact me)

28. Can we quote your feedback in our marketing materials (e.g., testimonials, case studies)?

• Yes, you may use my feedback.
• Yes, but please contact me first.
• No, please keep this internal.

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Part 7: Additional Comments

29. Is there anything else you would like to share with the [COMPANY NAME] leadership team?

• [OPEN TEXT FIELD FOR ADDITIONAL COMMENTS]

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Thank You

Thank you for completing our Customer Satisfaction Survey.

Internal Use Only:

• Data Entry Person: [NAME]
• Date Processed: [DATE]
• Action Required: [YES / NO]
• Follow-up Assigned To: [EMPLOYEE NAME]
• Priority Level: [HIGH / MEDIUM / LOW]