01
Lock the core questions
Two scales and one grid, worded identically every cycle. Duplicate the form each quarter rather than editing the live one, so historical responses stay attached to the wording they were answered under.
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Customer Satisfaction Survey
A customer satisfaction survey measures the relationship rather than a single interaction. Where a feedback form asks "how was that?", a satisfaction survey asks "how are we doing?": on a fixed cadence, with the same questions, so the numbers are comparable quarter to quarter.
Not a stock template. Build it in a few minutes from a blank form, or describe it and let AI draft the questions on a paid plan.
That comparability is the whole point, and it is the thing most surveys get wrong. Change the wording and you have restarted the measurement. Fix the core questions, and let the branching follow-ups carry the variation.
When to use a customer satisfaction survey
- Quarterly or half-yearly relationship surveys
- NPS programmes where you need the "why" behind the score
- Renewal cycles for subscription and retainer customers
- Post-onboarding, to catch problems before they become churn
- Benchmarking one product line or region against another
Example questions
What to put on the form.
A starting point, not a rulebook: every question below is a real Questionful question type, and all of them are editable once the form is in your account.
| Question | Question type |
|---|---|
| How likely are you to recommend us? (0–10) The NPS question | Linear scale |
| Overall, how satisfied are you? The CSAT question | Linear scale |
| Rate us on each of these Value, support, reliability, ease of use | Rating grid |
| Which best describes you right now? Promoter / passive / detractor, the branching question | Multiple choice |
| What is the single biggest thing we could improve? | Paragraph |
| Which features do you use most? | Checkboxes |
| How would you divide 100 points across these priorities? | Budget allocator |
| May we quote you? Only shown to promoters | Multiple choice |
How Questionful helps
Building it, step by step.
02
Branch on the band, not the number
A linear scale cannot route on its own. Add a short multiple choice question that captures the band, or ask people to self-describe, and branch each choice into its own follow-up section.
03
Publish the aggregate if you want to
The public response summary can show aggregate results for closed-set questions. Open text, uploads, and drawings are never published, and free-text "other" values only appear once at least three people gave the same answer.
04
Alert on the bad ones
Email notifications fire per submission, and the webhook payload carries every answer, so a rule in Zapier or Make can raise a ticket for anything below your threshold.
Tips
What makes the difference.
- Send it to a sample, not the whole list, if you survey often. Fatigue costs you more than sample size gains you.
- Two minutes maximum. A satisfaction survey that takes ten is measuring patience.
- Ask the open question immediately after the score, while the reason is still in mind.
- Report the trend, not the absolute number. A 7.8 means nothing until you have three of them.
- Never ask for a testimonial before you have asked what could be better.
FAQ
Customer Satisfaction Survey questions.
What is the difference between CSAT and NPS?
CSAT asks how satisfied someone is with a specific experience, usually on a 1–5 scale. NPS asks how likely they are to recommend you on a 0–10 scale and measures the relationship. Both are single linear-scale questions in Questionful, and many surveys carry both.
Can the survey ask different follow-ups for high and low scores?
Yes, via a short multiple choice or dropdown question that captures the band. Branching runs on choice questions, so the scale itself cannot route but a band question placed next to it can.
Can I publish the results to customers?
Yes, with the opt-in public response summary. Only closed-set question types are aggregated; free text and uploads are never shown.
Can I run the survey anonymously?
Yes. Simply do not ask for an identifier. Response rates on anonymous satisfaction surveys are usually higher, at the cost of not being able to follow up individually.
Keep reading
The features behind it, and where to go next.
Feature
Online Survey Maker
Scales, grids and summaries, questions built to aggregate.
FeatureForm Question Types
19 types, including specialist ones most builders skip.
FeatureConditional Logic & Form Branching
Route each answer choice to its own section, so people only see what applies.
TemplateCustomer Feedback Form
Rate the experience, then ask the follow-up that fits the rating.
TemplateEmployee Feedback Form
Anonymous pulse checks, 1:1 prep, and exit interviews.
TemplateEvent Feedback Form
Post-event ratings, session scores, and open comments.
Use caseCustomer Feedback
Run satisfaction and product-feedback surveys where the follow-up question depends on the answer you just got.
Ship your customer satisfaction survey today.
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