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Feedback Management

Top 25 Customer Satisfaction Survey Questions for 2023 (Updated)

May 10, 2023

Customer Satisfaction is the lifeline for the growth of any business. Without it, a business can not even survive for long; forget about growing and attaining good success. Happy and satisfied customers are the biggest promoters for any business.

77% of customers who had a positive experience with your business would recommend it to their friends. And you can imagine how beneficial a recommendation is with the fact that customers acquired through referrals have a 37% higher retention rate, and the word of mouth recommendation generates twice the returns from paid advertising.

How can you ensure that your customers are happy with your products and services? The answer is simple - ask your customers directly using Customer Satisfaction Surveys.

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A Customer Satisfaction Survey helps you monitor and evaluate every aspect of the customer journey, be it visiting your website to inquire about your products and services or approaching your after-sales services.

This article will explore some effective questions you can use in your Customer Satisfaction Surveys to make them work better to find customer insights and raise their satisfaction levels. Before moving forward, let's understand what a Customer Satisfaction Survey is.

What is a Customer Satisfaction Survey?

A Customer Satisfaction Survey is a survey designed to get customer insights about the views and perceptions of the customers regarding your products, services, and their overall experience with your brand.

It helps you understand what customers think about you and your brand, what they feel about the Customer Experience you provided them, and how happy they are being your customers.

Why are Customer Satisfaction Surveys important?

Customer Satisfaction Surveys are essential for your business. They help you determine the extent of satisfaction of the customers with your products and services, how they take their overall Customer Experience, how loyal they are to your brand, and much more!

Strategically implementing surveys helps you identify the key areas for improvements in your products and services. For instance, sending Customer Satisfaction Surveys to your customers immediately after a product's return lets you find out why the item didn’t meet the customer’s expectations. You can also use them to determine the reason behind a drop in sales volume.

Surveys should not necessarily be sent out when the business is not doing well. Customer feedback is an ongoing process, and surveys should be sent even when the business is in good shape. They assist you in building a healthy relationship with your customers and give a fair idea about how successful you are in meeting customers' expectations.

Creating a Customer Satisfaction Survey

Creating a Customer Satisfaction survey basically involves developing a questionnaire to be sent to your customers. The biggest challenge faced in creating a Customer Satisfaction survey is deciding the questions to be asked.

A Customer Satisfaction survey can contain different types of questions. It can include questions about the overall Customer Experience and questions about a particular product, service interaction, feature of a product, or any other aspect of your business.

Here are some question types that you can ask your customers. You need not include all the questions, but you can select the questions that best suit your business requirement.

Customer Satisfaction Survey Questions

1. CSAT Question

CSAT or Customer Satisfaction Score question is a simple question asking the customers to rate their satisfaction with the experience they have received on a scale of 1 to 5. The question is

  • How happy are you with your experience with our products and services?

You can ask this question about the overall experience, as well as the experience with a particular product, service, or interaction, by modifying the questions as per that specific aspect.

CSAT Smiley Rating Survey Question

2. NPS Question

NPS or Net promoter Score question is asked to understand the Customer Satisfaction in terms of Customer Loyalty. It measures the customers' likeliness to recommend a product, service, or brand.

  • On a scale of 1 to 10, how likely are you to recommend our products and services to your friends and family?

NPS Question

3. CES Question

CES or Customer Effort Score question helps determine the effort made by the customers to do business with you, which may include getting access to a customer support executive, getting an issue resolved, etc. The question is:

  • How much do you agree with the following statement: "The company made it easy for me to get my work done and resolve my issues."?

CES Survey on iPad

4. General Satisfaction Questions

These questions ask about the satisfaction of the customers with general aspects. The questions can be:

  • Were you able to find what you were looking for?
  • How would you rate your experience with the parking facility at our premises?
  • How would you rate the new features of our product?
  • How would you rate your latest interaction with us?
  • How would you rate the quality and usefulness of our product?
  • How would you rate the cleanliness of our premises?

Customer Satisfaction Guide (1)

5. Multiple Choice Questions

These questions offer a wide range of answer choices. Such questions are best used to segment the data based on the customer type. It will give you an idea of what kind of consumers are more satisfied and which ones you need to work on. Here are some examples of Multiple Choice Questions.

  • What is your main reason to visit our website? (Buy a product, Find out more information, File a Complaint, Return a product)
  • Which of the products have you purchased from us in the past? (T-shirts, Jeans, Jackets, Sweatshirts)
  • How often do you use our service? (Weekly, Monthly, Quarterly, Yearly)
  • Which ice cream flavors do you like the most? (Chocolate, Strawberry, Vanilla, Butterscotch)
  • Which of the following devices do you plan to buy in the near future? (Smartphone, Smart TV, Laptop, Smartwatch). What is your preferred satellite TV package?
  • How do you usually order your products and services? (app, website, phone call, on-premises)

6. Demographic Questions

Demographic Questions include questions that you can ask to know more about your customers. These questions are important to know the details of the choices and preferences of the customer groups and, accordingly, segment and target them for sales.

Some of such questions are:

  • What is your age group? (Below 20, 20-30, 30-45, 45-60, 60 above)
  • What is your location?
  • What is your employment status? (Job, Business, self-employed, Other)
  • What industry are you in?

Open-Ended and Closed-Ended Questions

7. Open-Ended Questions

Open-Ended Questions are usually follow-up questions. No options or multiple choices are given to the customers in these questions. Instead, the customers are provided with free space to share their feedback in their own words. They are beneficial to get real customer insights with rich data on customers' feelings and viewpoints. Here are some examples:

  • Would you like to tell us the reason for your rating?
  • What aspect did you like the most about us?
  • What do you dislike about us?
  • Is there any way we can improve your experience?
  • What suggestion would you like to give regarding our services?
  • What is the most important priority while choosing a product or service?

Make sure that you do not include more than one or two open-ended questions as it will make the survey lengthy, which most people tend to leave in between. Just select 1-2 questions depending on your business requirement.


At Zonka Feedback, you can choose from expert-design Customer Satisfaction Survey Templates to get started on your journey of measuring and improving Customer Satisfaction and Experience.

Learn more about Customer Satisfaction

Nikhil Dawer

Written by Nikhil Dawer

Oct 28, 2020

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