40 essential customer satisfaction survey questions (with examples)

Create surveys that get meaningful responses

Why your survey questions matter (a lot!) 🎯

Ever sent out a survey and got crickets in response? Or worse, got responses that don't tell you anything useful? You're not alone! The secret to great feedback lies in asking the right questions, the right way, at the right time.

Note: Running a SaaS company? Check out our specialized guide for SaaS customer satisfaction questions with timing recommendations and product-led growth strategies.

Quick Tip: Before we dive in, remember this golden rule - every question should have a purpose. If you can't act on the answer, don't ask the question!

40 proven questions (categorized for easy use)

Product satisfaction questions 🛍️

1. "How satisfied are you with [product name]?"
2. "What feature do you find most valuable?"
3. "If you could change one thing about our product, what would it be?"
4. "How likely are you to recommend [product] to others?"
5. "Does [product] help you achieve your goals?"

Pro Tip: Use a mix of rating scales and open-ended questions to get both quantitative and qualitative feedback.

Customer service experience 🤝

6. "How would you rate your recent support experience?"
7. "Was our team able to resolve your issue completely?"
8. "How knowledgeable was our support representative?"
9. "How easy was it to get the help you needed?"
10. "What could we have done better during your support interaction?"

Website/app experience 💻

11. "How easy is it to navigate our website/app?"
12. "Did you find what you were looking for today?"
13. "How would you rate the checkout process?"
14. "Was the information on our website helpful?"
15. "What feature would make our website/app more useful?"

Purchase experience 🛒

16. "How satisfied were you with your recent purchase?"
17. "Was the ordering process smooth?"
18. "Did the product meet your expectations?"
19. "How would you rate the delivery experience?"
20. "Would you buy from us again?"

Product usage questions 📊

21. "How often do you use our product?"
22. "Which features do you use most frequently?"
23. "Have you experienced any issues with our product?"
24. "How well does our product solve your needs?"
25. "What additional features would you like to see?"

Overall satisfaction questions ⭐

26. "How likely are you to continue using our service?"
27. "What is the primary reason for your satisfaction/dissatisfaction?"
28. "How does our service compare to alternatives?"
29. "What is one thing we could do better?"
30. "Would you recommend us to a friend or colleague?"

First impression questions 👋

31. "How did you first hear about us?"
32. "What made you choose our product/service?"
33. "Was our onboarding process helpful?"
34. "Did we meet your initial expectations?"
35. "How can we improve the getting started experience?"

Future needs assessment 🔮

36. "What additional services would you like us to offer?"
37. "How do you see your needs evolving in the future?"
38. "What problems should we solve next?"
39. "Would you be interested in [new feature/product]?"
40. "How can we better serve you going forward?"

How to use these questions effectively

1. Pick the right mix 🎯

Don't use all 40! Choose 5-7 questions that align with your goals:

• 2-3 quantitative (rating scales)
• 2-3 qualitative (open-ended)
• 1 recommendation question

2. Order matters 📝

Structure your survey like a conversation:

1. Start easy (rating questions)
2. Build complexity
3. End with open feedback

3. Context is king 👑

Add relevant context to each question:

• Reference specific interactions
• Mention product features
• Include time frames

Question formats that work

Rating scales

How satisfied are you with [product]?
⭐ ⭐ ⭐ ⭐ ⭐
Very Dissatisfied → Very Satisfied

Yes/No questions

Would you recommend us to a friend?
○ Yes
○ No
[Optional: Why or why not?]

Multiple choice

How often do you use our product?
○ Daily
○ Weekly
○ Monthly
○ Rarely

Common question mistakes to avoid ❌

1. Double-barreled questions Bad: "How satisfied are you with our product and customer service?" Good: Split into two separate questions

2. Leading questions Bad: "How amazing was your experience?" Good: "How would you rate your experience?"

3. Vague questions Bad: "Do you like our service?" Good: "What specific aspects of our service do you find most valuable?"

Making your questions work harder

1. Add follow-up logic

• If rating ≤ 3, ask "What could we improve?"
• If rating ≥ 4, ask "What did you love most?"

2. Use skip logic

• Skip irrelevant questions
• Create personalized paths
• Respect user's time

3. Include context

• "Thinking about your recent purchase..."
• "Regarding your support call yesterday..."
• "About the new feature you just used..."

Implementing your survey

1. Choose your moment

• Post-purchase
• After support interaction
• Regular intervals
• Key milestones

2. Pick your channel

• In-app surveys
• Email surveys
• SMS surveys
• Website feedback

3. Test and refine

• Pilot with small group
• Check completion rates
• Adjust based on feedback
• Iterate questions

The bottom line

Great survey questions are like great conversations - they flow naturally, show you care, and lead to meaningful insights. Start with these templates, customize them for your needs, and keep refining based on responses.

Want to level up your feedback game?

• How to Improve Survey Response Rates
• Complete Guide to CSAT Metrics
• Master In-App Surveys
• SaaS-specific Customer Satisfaction Questions

Final Pro Tip: Remember, the goal isn't just to collect answers - it's to understand your customers better and take action on their feedback! 🎯