Customer Satisfaction Survey Questions
A classic CSAT survey: one overall satisfaction score, a small Likert grid on the parts of the experience you control, a recommend question and one open box for the reason.
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What’s in this template
| Question | Type |
|---|---|
| Overall, how satisfied are you with your recent experience? * | Multiple choice |
| How much do you agree with each statement? | Likert scale |
| How likely are you to recommend us to a friend or colleague? * | NPS 0–10 |
| What is the main reason for your score? | Paragraph |
| What could we do better? | Paragraph |
Tips before you share
- CSAT is usually the share of 4s and 5s on a 5-point satisfaction question.
- Send it right after the experience, while it is fresh.
- Keep Likert statements about one idea each — “fast and friendly” is two questions.
- Read the open answers; the number tells you where, the words tell you why.
Questions people ask
How do you calculate CSAT?
CSAT = (number of 4 and 5 ratings ÷ total responses) × 100 on a 5-point “How satisfied were you?” scale. 80 of 100 responses rating 4 or 5 is a CSAT of 80%.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction; NPS measures overall loyalty (“would you recommend us?”). Many surveys include both, as this template does. Use the free NPS calculator to score the NPS question.
How many questions should a customer survey have?
Five to ten. Completion rates drop noticeably on long surveys, so cut anything you won’t act on.