50 customer satisfaction survey questions to strengthen CSAT
Strengthen CSAT with surveys. Use our expert-written customer satisfaction survey questions and free templates to better understand your customers.
We’ve all taken them. We’ve all abandoned poorly written, unclear, too specific or too general customer satisfaction surveys. We opened the survey in good faith, ready to provide wisdom to the organisation that seemed to care about our opinion, only to find leading questions geared towards receiving glowing reviews.
There is an art to writing an effective customer satisfaction survey. To that end, we’ve compiled 50 customer satisfaction survey question examples and tips to avoid common mistakes when crafting them.
What are customer satisfaction surveys?
Customer satisfaction surveys enable you to evaluate customer sentiment at a micro or macro level. This includes customers’ general level of satisfaction with your product or service, their experiences with your customer service, their happiness with your organisation and more. The Customer Satisfaction (CSAT) Score survey is the most popular customer feedback survey to measure satisfaction.
50 customer satisfaction survey questions
General satisfaction questions
- Please rate your overall satisfaction with [company].
- Is there anything else you'd like to share about your experience with [company/event/service/purchase]?
- What is one thing we could do to improve your experience with [company/service]?
- What would you suggest to help us improve our [product/service]?
- What is one thing we could do to improve your experience with [company/service]?
- On a scale of 1 to 10, how satisfied are you with [product/service]?
- Would you recommend [product/service] to friends?
- Is there anything else you'd like to share or suggest to help us improve our [product/service]?
Industry-specific satisfaction questions
Financial services
- How satisfied are you with our banking application process?
- How satisfied are you with the transparency of our financial [products/services]?
- Did our services meet your financial needs?
Healthcare
- How satisfied were you with the level of care you received from our medical staff?
- How would you rate the cleanliness of our clinic?
- How satisfied are you with the appointment scheduling process?
- Please rate your level of satisfaction with the communication you received from our medical staff.
Food and beverage
- How would you rate your satisfaction with your recent visit to our restaurant?
- Did the ambiance of our restaurant meet your expectations?
- How would you rate the quality of the food you were served?
- Were you satisfied with the attentiveness of the waiting staff?
- Were there any specific dishes that, in your opinion, stood out? Please elaborate.
Ecommerce
- Were you satisfied in terms of being able to find the products you wanted on our website?
- How satisfied are you with the checkout process?
- Was the delivery of your order up to your expectations?
- How satisfied are you with the speed of our [delivery/shipping]?
Education
- Were you satisfied with the quality of instruction?
- How would you rate the availability of resources?
Hospitality
- How satisfied were you with your recent stay at our hotel?
- How satisfied were you with the cleanliness of your room?
- Were the amenities up to your expectations?
- How satisfied were you with the check-in experience?
- How likely are you to recommend our hotel to your friends?
Event satisfaction questions
- How would you rate your overall satisfaction with the trade show you recently attended?
- How satisfied were you with the communication you received from the event organisers?
- Were the staff helpful during the event?
- How easy or difficult was it to access information related to [event name]?
- Please share a memorable moment or experience from [event].
- How likely are you to attend [event] in the future?
Customer support satisfaction questions
- How would you rate your satisfaction with the communication you received from [department]?
- How satisfied were you with the response time of our customer support team?
- How would you rate the helpfulness of our customer service representatives?
- Rate your level of satisfaction with your recent customer service experience.
- Was your issue resolved to your satisfaction?
Website and mobile app satisfaction questions
- How would you rate your satisfaction with our mobile app?
- How easy was it to navigate our website?
- Were you able to find the information you were looking for?
- How satisfied were you with the checkout process on our [website/mobile app]?
- Did you encounter any difficulties when using our [website/mobile app?] Please explain.
Pricing and value satisfaction questions
- How satisfied are you with the pricing of our [product/service]?
- Do you think [product/service] offers good value for the price?
- How satisfied are you with the [product/service] you received considering the price you paid?
What is a Customer Satisfaction (CSAT) Score?
The Customer Satisfaction Score metric is a measurement that determines how happy customers are with an organisation, its products or services and its capabilities.
CSAT asks: “How would you rate your experience with our (fill in the blank)?”, where the responses range from “Very satisfied” to “Very dissatisfied”.
How to calculate CSAT
To calculate your CSAT score, divide the number of satisfied customers by all your respondents and multiply the result by 100. You’ll end up with a percentage; the higher it is, the more satisfied your customers are. Check out our ultimate guide to the Customer Satisfaction Score to learn CSAT best practices, industry benchmarks and more.