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5-Star Surveys: Use Cases, Questions, and Best Practices [+Template]

5-Star ratings surveys are one of the quickest ways of collecting customers' feedback and measuring their satisfaction with your products, services, and the overall business. It is a very common form of CSAT survey that many businesses use to gauge customers' experiences by simply asking them to rate their experience.

In this article, we will discuss how you can create and implement 5-star surveys, where to use these surveys, some questions to include in them, and some best practices to conduct these surveys. Let's get started! 


  • 5 star rating surveys are a common form of CSAT surveys that businesses use to measure customer satisfaction with a product, service, or business on a 5-point rating scale where 1 star is the lowest and 5 stars is the highest score.

  • You can use 5-star surveys to collect customer feedback, patient feedback, guest feedback, website feedback, product feedback, and delivery feedback and track regular CSAT scores.

  • To conduct effective five-star rating surveys, you should follow some best practices - create concise surveys, ensure proper rating labels, share surveys at the right time, and use a good feedback tool. 

  • You can easily create and conduct five-star surveys with Zonka Feedback and share them through multiple channels like email, SMS, in-product, offline tablets & kiosks. It also offers a free trial for 7 days so that you and try and see how it works for your business. Schedule a demo to learn more about how Zonka Feedback works.

Measure Customer Satisfaction 5-Star Surveys⭐

With 5-Star Rating Surveys, understand what customers expect and learn ways to satisfy them.

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What is a 5-Star Survey?

A 5 star rating survey is a questionnaire designed to gather customer feedback that uses a five-point rating scale to measure customer satisfaction with a product, service, or any aspect of a business with 1 being the lowest and 5 being the highest score.

Let’s explore how and when you can use 5-star rating scale surveys.

5 Star Survey Questions and Use Cases

5 Star surveys are ideal when you want to capture in-moment feedback of your customers. Many businesses of various industries use these surveys at various touchpoints to gather customer feedback. Here are some use cases of 5 star rating surveys.

1. To Gauge Purchase Experience

You can trigger five-star rating surveys at specific touchpoints of your customer or user journey like after a purchase or bill payment. Whether you are into eCommerce business or have a retail store, you can always trigger these post-transaction surveys to ask your customers to rate their purchase experience. This will help you get a quantitative measure of their satisfaction. 

  • How was your overall experience of shopping with us?

  • How satisfied are you with our billing and payment processes?

website usability 1 to 5 rating survey

2. To Gauge Delivery Experience

You can use a 5-star survey just after a delivery. Whether you're into eCommerce, online delivery, or food delivery business, you can always ask your consumers through offline surveys to rate their delivery experience. You can also trigger SMS surveys for gathering delivery feedback after some time of delivery and collect actionable feedback about delivery and the products delivered.

  • How would you rate your delivery experience?

  • How would you rate the packaging of your product/food?

  • How satisfied are you with the timeliness of the delivery?

  • How would you rate the behavior of the delivery staff?

5-star surveys Delivery Experience

3. To Track Customer Satisfaction Regularly

5 star surveys are simple surveys that don’t consume much time of your respondents. So you can also use them as regular or relationship surveys to keep tracking your CSAT to identify any issues on time that may occur. This will enable you to avoid or timely resolve customers’ concerns and ensure a good relationship with them.

  • How satisfied are you with your overall experience with us?

  • How would you rate your overall experience with our products and services?

1 to 5 star rating scale

4. To Collect Website Feedback

5 star rating surveys are an effective way to gauge website feedback and measure performance. You can trigger these surveys at different touchpoints like on purchase confirmation pages to gauge online purchase experience, content pages to let customers rate your blogs and articles on your web pages, as cart abandonment and exit intent surveys to know the reasons for customers’ leaving your website.

  • How satisfied are you with your experience of browsing and using this website?

  • How would you rate the content on this page?

  • How would you rate your experience of the recent purchase you made on this website?

website usability 1 to 5 rating survey

5. To Collect Customer Service or Support Feedback

You can use 5-star surveys just after a customer support or service interaction and ask your customers to rate the interaction they just had. This will help you track your service representatives’ performances.

  • How would you rate your recent interaction with our customer support team?

  • How would you rate our overall issue resolution process?

5-star surveys Support Feedback

 6. To Collect Product Feedback

If you are into an industry like SaaS, you can also trigger product feedback surveys using 5 star survey question which your product users respond to and rate their experience with your product.

  • How would you rate your overall experience with our product?

  • How satisfied are you with the speed of your product?

  • How would you rate the product in terms of ease of use? 

  • How would you rate the interface of the product?

5-star surveys Product Feedback

8. To Measure Patient Satisfaction

If you are in the hospital or healthcare industry, you can also use 5 star survey questions in your patient satisfaction surveys to collect feedback from your inpatients and outpatients about their consultations, interactions with doctors and other staff, and overall treatment and stay at the hospital.

  • How would you rate your recent interaction with the doctor?

  • How satisfied are you with your experience of booking an appointment with us?

  • How would you rate the accuracy of appointment time and wait times at our clinic?

  • How satisfied are you with the care provided at the hospital?

  • How would you rate our hospital in terms of cleanliness and hygiene?

  • How satisfied are you with the overall treatment at our hospital/clinic?

5-star surveys Patient feedback

9. To Measure Guest Satisfaction

In the Hotel and Hospitality industry also, you can use 5 star surveys and ask your guests to rate several aspects and key areas of your hotel like rooms, cleanliness, staff interactions, food, and facilities like swimming pool, spa and more.

  • How was your experience of staying at this hotel?

  • How would you rate the room booking experience?

  • How would you rate the food and restaurant service at the hotel?

  • How satisfied are you with the room service?

5-star surveys Guest Satisfaction

Let’s learn how you can create and implement 5-star surveys with Zonka Feedback.

Creating and Implementing 5-Star Surveys with Zonka Feedback

Creating and implementing five-star surveys is super easy with Zonka Feedback. You just need to follow these basic steps to get started with 5-star surveys.

  • Create a free account and go to the survey builder where you can choose to create a new survey from a variety of survey templates and customize them.

  • Choose 5-point scale from the rating and scales question list. There, you will get a popup to choose the icon type from the list of stars, emoticons, hearts, and more.

5-star survey add question

  • Select the star rating question type there and you will be able to see a preview of the 5-star survey with star rating visual scale.

  • Click the edit button at the right which will enable you to customize your 5 star survey question as your requirements and finally create your five-star survey.

5-star survey question selection

How to share a 5-star survey?

Zonka Feedback is a multichannel software that enables you to share surveys through multiple methods or channels.

  • In-Product or In-App Surveys can be triggered at various touchpoints of user journey while the users are using your app or product.

  • Offline Surveys can be shared through offline kiosks and personally through iPhones, iPads, Android tablets and smartphones by handing over these mobile devices to the respondents for some time to let them take the survey and submit the responses.

  • Email Surveys can be shared as embedded email surveys, emails with hyperlinks to surveys, as well as signature email surveys.

  • SMS Surveys can be shared through text messages on the customers phone number.

  • QR Code Surveys can be shared through codes printed on product boxes, posters, and boards in your premises.

When to Send a 5-star survey?

Five star surveys are perfect to capture in-moment feedback. So you should trigger these surveys just after an event or transaction like a purchase, a bill payment, a delivery, a support interaction, a ticket closure, a consultation, discharge of your patient from hospital, check-out of a guest from your hotel, and more.

How to calculate a 5-star rating score?

You can easily calculate your 5-star survey score by finding the average score. Here is the formula for this:

CSAT (5-star rating) Score = Sum of all responses/Number of responses

For example, if you have 10 survey respondents out of which four responded with 5 stars, one with 4 stars, two with 3 stars, two with 2 stars, and one respondent with 1 star, the average score can be calculated as follows:

CSAT Score = 5+5+5+5+4+3+3+2+2+1 / 10

                        = 35/10

                        = 3.5

In special instances, you can also use the weighted average method i.e. to give weightage to certain scores and numerical data and calculate CSAT score.

Let’s review some best practices to conduct 5-star rating surveys.

Some Best Practices to Conduct a 5-Star Survey

Here are some best practices you should follow to conduct five star surveys effectively.

  • Ensure proper labeling of options to avoid any confusion for your respondents. Ideally, 5 stars is the highest (positive) and 1 is the lowest score, but some survey creators do it vice versa, which is not a good practice. The best way is to mention what are the highest and lowest scores.

  • Use short and simple questions and avoid asking about two things in one 5-star survey question as it creates confusion and affects the accuracy of the responses.

  • Add open-ended follow-up questions to know the reasons behind the customers’ feedback scores. This will help you to identify areas of improvement and make better business decisions. Here are some additional questions to follow up.
    • Would you please tell us the reason for this rating?
    • Would you like to add any comments that can help us better understand your experience?
  • Use anonymous surveys especially when you are surveying employees, patients, or students so that they can share accurate feedback without any hesitation.
  • Take care of the timing when sharing your 5-star survey. The best way is to trigger these surveys with any transaction or event to get specific customer feedback for various aspects. 

  • Use a good feedback tool to conduct your surveys. Choose a tool that helps not only to survey your customers, but also to take appropriate action on their individual responses to close the feedback loop and thus improve customer experience and enhance satisfaction.


Five star surveys are a great way to gauge customer experience and satisfaction in a quick way. You can use these surveys to collect feedback from your customers, patients, hotel guests, and other audience. To leverage these surveys, you should always choose your 5-star survey questions wisely and use an effective feedback tool.

 Zonka Feedback is one of the best CSAT survey software for this purpose. With its features like real-time feedback alerts, you get notified about every feedback or which falls in the categories set by you like a feedback with low rating. This enables you to take instant action and close the feedback loop effectively thereby improving customer satisfaction.

It also offers a free trial. Try Zonka Feedback for free for 7 days and see how it benefits your business.

Nikhil Dawer

Written by Nikhil Dawer

Sep 15, 2023

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