Customer satisfaction questionnaire: ready-to-use examples

What a satisfaction questionnaire is

It's a survey with several questions, each looking at one part of the experience: service, quality, delivery time, what's missing. A one-question survey, like NPS or CSAT, tells you whether customers are satisfied; the questionnaire explains where that score comes from. They complement each other: the single question tracks the trend month after month, and the questionnaire comes in when you need to understand why.

One-question satisfaction surveys: NPS, CSAT and CES →

Satisfaction survey questions, by goal

Pick questions for what you will decide afterwards, not for what is interesting to know. Use these as a starting point — swap in the name of your product, service or team.

• ✓Service: "How would you rate our team's service?" and "Was your issue solved on the first contact?"
• ✓Product: "How would you rate the quality of what we deliver?" and "Which feature do you use the most?"
• ✓Delivery and deadlines: "How would you rate how we meet the agreed deadlines?"
• ✓Price: "How would you rate the value for money of what you bought?"
• ✓Effort: "Was it easy to get done what you needed?"
• ✓Recommendation: "From 0 to 10, how likely are you to recommend us to a friend or colleague?"
• ✓Reason: "What weighed most in your score?", as free text, always optional

How many questions to include

Five to seven covers almost every case, and every extra question costs responses. Two features help keep it short: conditional questions, shown only to the people who need them ("what was missing?" for those who said the training wasn't enough), and optional questions, which leave free comments open without blocking the submission. If the list goes past ten, it's probably two different questionnaires.

• ✓Start with what is easiest to answer, such as a scale
• ✓Leave free text for the end, and make it optional
• ✓Use the same scale for questions you want to compare with each other

Which answer type to use for each question

The answer type defines what you can do with the result. A scale becomes an average and a distribution; a choice becomes a percentage; text becomes reading — or sentiment classified by AI.

• ✓Scale (up to 11 points): satisfaction with one aspect, with a label at each end
• ✓NPS (0 to 10): the recommendation question, comparable with the market's NPS
• ✓Matrix: several parts rated on the same scale, in a single question
• ✓Single choice or dropdown: one answer among fixed options
• ✓Multiple choice: when more than one reason applies, such as "what can we improve"
• ✓Yes or no: straight decisions, such as joining a success story
• ✓Short or long text: the reason, the suggestion, what no option covered

How to keep your NPS clean

A questionnaire has several scores, and only one of them should feed the indicator you track month after month. In WiseData NPS you mark which NPS question counts in the account NPS — at most one per questionnaire. The 1-to-5 satisfaction scales stay in the questionnaire results and never mix into the dashboard.

How questionnaires work on the platform →

Where to send it

By email — when the first question is a score, it's already clickable in the message body; on WhatsApp, where customers already chat; or through an open link with a QR code, for a poster, an event table or a reception desk, with no contact list needed. People who close the page halfway pick up where they left off when they come back through the same invitation.

Customer satisfaction survey on WhatsApp →