--- title: "Customer Satisfaction Survey Questions: 25 Samples | Formswrite Blog" description: "25 customer satisfaction survey questions you can copy, grouped by topic with scale labels, plus how to order them, how long to keep it and a free generator." canonical: https://formswrite.com/blog/customer-satisfaction-survey-questions last-updated: 2026-10-08 --- # Customer Satisfaction Survey Questions: 25 Samples In short A good customer satisfaction survey asks one overall rating question, three to six questions about the parts of the experience you can change, one loyalty question, and one open comment. That is about 10 questions and two minutes of work for the customer. ## How to pick questions Start from what you could change. If you cannot act on the answer to a question, leave it out. A short survey also gets more completed responses than a long one, so aim for 8 to 12 questions and treat the rest of this list as a menu. Use the same scale across the whole survey. The labels used below are: - Satisfaction scale (1 to 5): Very dissatisfied, Dissatisfied, Neutral, Satisfied, Very satisfied - Agreement scale (1 to 5): Strongly disagree, Disagree, Neither agree nor disagree, Agree, Strongly agree - Recommendation scale (0 to 10): 0 is Not at all likely, 10 is Extremely likely ## Overall satisfaction 1. Overall, how satisfied are you with your experience with us? (satisfaction scale) 2. How satisfied are you with the product or service you received? (satisfaction scale) 3. How well did our product or service meet your expectations? (Far below, Below, Met, Above, Far above) 4. How satisfied are you with the value you received for the price you paid? (satisfaction scale) ## Service and support 1. How satisfied are you with how quickly we responded to you? (satisfaction scale) 2. The person who helped me was polite and professional. (agreement scale) 3. My problem was solved the first time I asked for help. (Yes, No, I did not need help) 4. It was easy to find the information or person I needed. (agreement scale) 5. How would you rate the knowledge of our staff? (Poor, Fair, Good, Very good, Excellent) ## Product or service quality 1. The product or service worked as described. (agreement scale) 2. How satisfied are you with the quality of what you received? (satisfaction scale) 3. How easy was it to use? (Very difficult, Difficult, Neither, Easy, Very easy) 4. Which features do you use most? (checkbox list of your own features, plus Other) 5. Was anything missing that you expected? (Yes, No) If yes, what? (short answer) ## Buying and delivery 1. How easy was it to place your order or book your appointment? (Very difficult to Very easy) 2. The delivery or start date matched what we promised. (agreement scale) 3. How satisfied are you with how we communicated before and after your purchase? (satisfaction scale) ## Loyalty and effort 1. How likely are you to recommend us to a friend or colleague? (0 to 10 recommendation scale) 2. How likely are you to buy from us again? (Very unlikely, Unlikely, Not sure, Likely, Very likely) 3. How much effort did you have to put in to get what you needed? (Very low, Low, Medium, High, Very high) 4. How do you compare us with other options you have used? (Much worse, Worse, About the same, Better, Much better) ## Open questions 1. What is the one thing we do best? 2. What is the one thing we should improve first? 3. Is there anything you wanted to tell us that this survey did not ask? 4. May we contact you about your answers? (Yes, No) If yes, your email (optional) ## Suggested short version If you need a survey that takes under two minutes, use questions 1, 5, 7, 10, 15, 18, 20 and 23. Question 1 gives you the headline score, 5 and 7 cover support, 10 and 15 cover the product and the buying step, 18 gives you a recommendation score, 20 shows where customers struggle, and 23 tells you what to fix first. ## What to avoid | Mistake | Example | Better version | | --- | --- | --- | | Leading wording | How great was our friendly team? | How would you rate our team? | | Two questions in one | Was the staff helpful and the room clean? | Ask each one separately | | Vague scale | Rate us from 1 to 10 | Label the ends and the middle | | Forced answer on everything | Making every question required | Require only the first rating | | Too long | 40 questions | 8 to 12 questions | ## When to send it Send the survey while the experience is fresh: right after a purchase, a support chat or a delivery. A survey sent three weeks later measures memory, not satisfaction. Send it once per interaction, not after every message, and do not ask the same customer twice in a short period. ## Example: what the generator writes for a tutoring service For the brief "customer satisfaction survey for a small online tutoring service: booking experience, tutor quality, value for money and likelihood to recommend", the generator's sample has ten questions in five sections. It opens with two screening questions (which service the customer used, and how many sessions they have had), then rates Booking ("Booking a session was easy", "Sessions started on time"), Tutor ("My tutor explained things clearly", "My tutor was well prepared") and Value ("The price is fair for what I get"). It ends with a 0 to 10 recommendation question, an overall satisfaction rating and one open question, "What could we do better?". That is the same structure as the short version above. Limits worth knowing: three runs a day per visitor, an upload of up to 10 MB (PDF, Word, PowerPoint or text) or up to 20,000 pasted characters as source material, and an anonymous result is kept for 24 hours unless you save it to a free account. The questionnaire can be written in another language, including Spanish, Portuguese, Hindi and Arabic. ## Build it in minutes You do not need to write all of this by hand. The free [customer satisfaction survey generator](/tools/survey-generator/customer-satisfaction-survey) writes a questionnaire from a one-line description of your business and what you want to learn. You can read it on the page, download it as Word or print it to PDF without an account, and you get three runs a day. To collect responses online, host it on Formswrite with a free account. Creating it as a Google Form is a paid export. If you prefer to build it yourself in Google Forms, follow our guide on [how to create a survey in Google Forms](/blog/how-to-create-a-survey-in-google-forms), and use the [linear scale and Likert scale guide](/blog/google-forms-linear-scale-likert-scale) for the rating questions. [Generate a customer satisfaction survey free](/tools/survey-generator/customer-satisfaction-survey) ## FAQ How many questions should a customer satisfaction survey have? Eight to twelve is a good range. The first question should be the overall rating, because people drop off as a survey gets longer, and you want the most important answer first. Add support, product and loyalty questions only if you can act on the answers, and finish with one open comment. What is the difference between CSAT and NPS? CSAT asks how satisfied a customer was with a specific experience, usually on a 1 to 5 scale. NPS asks how likely they are to recommend you on a 0 to 10 scale, which measures loyalty over the whole relationship. Many surveys use one of each: question 1 and question 18 above. Should a customer satisfaction survey be anonymous? It can be, and anonymous surveys often get more candid answers. If you want to follow up with unhappy customers, add an optional question that asks whether you may contact them, as in question 25, instead of requiring a name. Is a 5-point or 10-point scale better? A 5-point labelled scale is easier to answer, especially on a phone, and is the usual choice for satisfaction questions. Use the 0 to 10 scale only for the recommendation question, where it is the standard format and lets you compare scores over time.