About this template
This User Satisfaction Survey is designed to measure the satisfaction levels of your users and to uncover areas of improvement for your product or service. It’s a versatile tool applicable to virtually any industry.
The survey begins with a Customer Satisfaction Score (CSAT) question (‘Overall, how satisfied are you with our service?’), which is a simple and effective way to measure user satisfaction. It’s a required question, ensuring that the most crucial feedback isn’t missed.
The next two questions ask the user what they like most about the service, and what improvements they would suggest. These open-ended questions allow users to express their thoughts freely, providing you with valuable qualitative data.
The Single Select question (‘Would you use our service again?’) serves to gauge the user’s intent to return, which can be a strong indicator of satisfaction and loyalty.
The Net Promoter Score (NPS) question (‘On a scale of 0-10, how likely are you to recommend our service to a friend or colleague?’) is conditionally displayed based on the initial CSAT score. If the user’s satisfaction score is above 3, the NPS question appears. This question helps measure the likelihood of the user recommending your service, a key indicator of user satisfaction and a predictor of growth.
Finally, a thank-you message acknowledges the user’s time and contribution, reinforcing a positive user experience. Note that the use of conditions in the survey can enhance its relevance and engagement, making the user’s response journey feel more personalised.