Customer Feedback Template

What Questions Are in This Customer Feedback Template?

This template packs 7 questions across 4 screens. The first three screens capture feedback data; the fourth captures respondent identity. Each question serves a distinct measurement purpose — there's no redundancy here.

• "Please tell us how satisfied are you with your recent experience." (5-point smiley rating) — Your CSAT anchor. The smiley format works across demographics and devices because a face is faster to process than a number. Calculate your CSAT score: (4-5 ratings ÷ total responses) × 100. Teams that track this weekly catch satisfaction shifts 2-3 weeks before they show up in churn data.
• "What is the primary reason for your score?" (Open-ended text) — The most important question on this survey. A score without context is decoration. A customer who rates 2/5 because of a shipping delay needs a different response than one who rates 2/5 because the product broke. Feed these responses into AI-powered feedback analytics to auto-tag themes across hundreds of submissions.
• "Based on your recent experience with us, how likely are you to recommend us to your friends & family?" (0-10 NPS scale) — The NPS question placed after CSAT is intentional. Respondents have already reflected on their satisfaction and articulated the reason — so the recommendation score is informed, not reflexive. Calculate your Net Promoter Score: (% Promoters 9-10) minus (% Detractors 0-6). Having both CSAT and NPS in one survey lets you see whether satisfied customers are also loyal ones — they're not always the same.
• Contact fields: Full Name, Email, Mobile Number, Gender (Screen 4) — These fields close the loop between anonymous feedback and actionable follow-up. A low CSAT score from an anonymous respondent goes into a dashboard. A low CSAT score with a name and email goes to your customer success team for immediate outreach. That's the difference between measuring dissatisfaction and fixing it.

How to Customize This Customer Feedback Survey Template for Your Business

The template works as-is for general feedback collection, but five minutes of customization doubles its value for your specific context:

• Change "your recent experience" to a specific touchpoint — "How satisfied are you with your onboarding experience?" or "...with today's support interaction?" produces more targeted data than a generic experience question. Specificity in the CSAT question directly improves the quality of the open-ended follow-up.
• Add conditional logic after the CSAT question — Route low scores (1-2) to a friction diagnostic ("What went wrong?") and high scores (4-5) to a referral prompt. The template's structure supports branching — use it. For a pre-built version of this approach, see the Detailed CSAT Template.
• Make contact fields optional for anonymous contexts — Employee feedback, sensitive service evaluations, and healthcare contexts require anonymity. Toggle the contact fields to optional and watch response rates climb. The trade-off: you lose follow-up capability but gain honesty.
• Add a CES question for service interactions — If you're deploying this post-support, inserting a Customer Effort Score question between CSAT and NPS gives you a complete CX trifecta in one survey. Just keep total questions under 10 — beyond that, completion rates drop off a cliff.

Customize branding, logic, and multilingual translations directly in the editor.

When and How to Send This Customer Feedback Survey Template

This customer feedback template is a multi-metric survey, which means timing matters more than with a single-question CSAT. You're asking respondents to evaluate satisfaction, articulate a reason, rate recommendation likelihood, AND share contact details. That's a bigger ask — deploy it at moments when the customer has enough context to answer meaningfully:

• Post-milestone (7-30 days after a key event) — After onboarding completion, first major purchase, or a significant support resolution. The customer has had enough experience to form a real opinion but the interaction is still fresh enough to produce specific feedback.
• Post-transaction (within 24 hours) — After a purchase, delivery, or service appointment. Use CX automation to trigger the survey automatically based on transaction events in your CRM.
• Periodic relationship check (quarterly) — For ongoing customer relationships (SaaS, subscription, B2B), deploy quarterly as a relationship health check. The combined CSAT + NPS gives you both a satisfaction snapshot and a loyalty trajectory.

Avoid sending during unresolved issues. Use survey throttling to suppress surveys for customers with open support tickets.

Common Mistakes That Waste Your Customer Feedback Template

Deploying a customer feedback survey template is easy. Getting value from the data requires not making these mistakes:

• Looking at CSAT and NPS separately when you have both — The whole point of combining them in one survey is cross-referencing. A customer who rates CSAT 5/5 but NPS 6/10 is satisfied but not loyal — they'll leave when a competitor offers something slightly better. A customer with CSAT 3/5 but NPS 9/10 is dissatisfied with a specific interaction but deeply loyal to your brand. These are fundamentally different situations that require different responses.
• Collecting contact details but never using them for follow-up — If you're asking for name and email, you've implicitly promised to do something with it. Customers who provide their details with negative feedback expect to hear back. If they don't, the survey itself becomes a source of dissatisfaction.
• Ignoring the open-ended responses because "we don't have time to read them" — You don't need to read them manually. Use thematic analysis to auto-cluster themes. The three most common themes account for 80% of the signal. Find those three and you've found your roadmap.