About this template
The B2B Customer Satisfaction Survey template is designed to gather feedback from business clients. Understanding how your customers perceive your products or services is key to improving customer experience and business performance.
The survey begins with a CSAT question (Customer Satisfaction Score). CSAT is a commonly used key performance indicator to track customer satisfaction at a granular level. This survey uses a csat question type for the first question: ‘Overall, how satisfied are you with our products/services?’ This is a required question that sets the tone for the rest of the survey.
The next question asks if the customer has faced any issues with the products or services. This is a ‘single-select’ question type, offering ‘Yes’ or ‘No’ options. If the response to this question is ‘Yes’, the following question (a ‘textarea’ type) becomes relevant, asking the respondent to describe the issues they faced. This is an example of a conditional question that only appears based on the answer to the previous question. This approach keeps the survey relevant and engaging for the respondent.
The survey ends with a Net Promoter Score (NPS) question, ‘How likely are you to recommend our products/services to a colleague or client?‘. NPS is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services. This is an important indicator of customer perception and loyalty.
To ensure the survey is well-received, it starts and ends with a ‘message’ type element, welcoming the participants and thanking them for their time.
Use this survey to identify areas of improvement, gauge customer satisfaction, and cultivate a better relationship with your B2B clients.