Customer satisfaction (csat) surveys: examples, definition & template

Analyse for trends– Understand what metrics you’re looking to improve and see if there are patterns on these specific items. For instance, if 30 percent of respondents say the customer service wait time was too long, you know you need to improve in that area.

Company-wide effort- Every department must be on board to keep the customer satisfied. If customers complain about a product feature, the product department must be willing to receive the data and fix. If customers complain about the service, customer service representatives need to understand how to fix the issues more effectively. Make sure the right people have the right visibility with role-based CX dashboards and analytics.

Customer satisfaction survey template

Do you want to go deeper into customer insights and create loyal and satisfied customers?
Here is a prebuilt customer satisfaction survey template you can use in your customer experience management (CXM) to start properly measuring customer satisfaction. Keep in mind, all of these customer satisfaction surveys can be used today when you sign up for a FREE Qualtrics account.
Overall, how satisfied are you with your most recent interaction with our company?

• 
  Extremely satisfied
  
• 
  Somewhat satisfied
  
• 
  Neither satisfied nor dissatisfied
  
• 
  Somewhat dissatisfied
  
• 
  Extremely dissatisfied
  

Based on your most recent interaction with our company, how likely are you to purchase our products or services again?

• 
  Extremely likely
  
• 
  Very likely
  
• 
  Moderately likely
  
• 
  Slightly likely
  
• 
  Not at all likely
  

Based on your most recent interaction with our company, would you recommend our products or services to a friend or family member?

• 
  Definitely would
  
• 
  Probably would
  
• 
  Not sure
  
• 
  Probably would not
  
• 
  Definitely would not
  

If you would like to share any additional comments about your most recent interaction with our company, please enter them below.