Customer Satisfaction Survey Template
AidaForm’s customer satisfaction survey sample is designed to help you understand how customers perceive your product, service, or store — what’s working well and where there’s room for improvement. Created by our team of experts, this template follows proven UX and survey research best practices to help you collect reliable, actionable feedback:
- Optimal survey length (7 questions) keeps the survey short and focused, helping you achieve high completion rates with minimal drop-off, even on mobile devices.
- Included industry-standard Customer Satisfaction Score and Net Promoter Score questions make it easy to track satisfaction trends over time using widely accepted benchmarks. You’ll find details on how to calculate these metrics below.
- Ratings, scales, and compact matrices create a clear, respondent-friendly structure that’s easy to scan and quick to complete without overwhelming users.
- Optional open-ended questions give customers space to share additional thoughts and insights in their own words.
Click Use This Template to add it to your AidaForm account. You can start using the template right away or easily customize the questions, texts, and design to match your needs. For practical setup advice, take a look at the FAQ section below.
Powerful AidaForm features that support this customer satisfaction survey form:
- Fully branded survey experience – Add your logo, choose colors and fonts, and publish the survey on a custom domain for a consistent brand experience.
- Logic jumps & conditional questions – Show follow-up questions only when they’re relevant (for example, based on a satisfaction score) to collect deeper insights without increasing survey length.
- Custom Thank You pages – Display a branded thank-you message or redirect respondents back to your website after submission.
- Built-in survey analysis – Get automatic average scores, key metrics dashboards, and downloadable Excel reports and PDF responses, all in one place.
Try a full-featured AidaForm account free for 2 weeks — just contact our support team to get your trial coupon!
Related survey templates
How to measure customer satisfaction
Customer satisfaction is most often measured using standardized survey metrics. These metrics are widely used across industries because they make it easy to track changes over time and compare your results with common benchmarks. Below are the three most popular customer satisfaction metrics, along with explanations of how they work and how to calculate them.
Customer Satisfaction Score (CSAT) reflects how satisfied customers feel about a product, service, or overall experience.
Question (included in this template):
How satisfied were you with your overall experience?
How to calculate:
CSAT = (Number of satisfied responses ÷ Total responses) × 100
“Satisfied” usually refers to respondents who select the highest ratings (for example, 4–5 on a 5-point scale).
Net Promoter Score (NPS) helps you understand customer loyalty by measuring how likely people are to recommend your business to others.
Question (included in this template):
How likely is it that you would recommend us to a friend or colleague?
How to calculate:
NPS = % of Promoters (scores 9–10) − % of Detractors (scores 0–6)
Scores of 7–8 are considered Passives and are not included in the calculation. If you’d like a deeper explanation and practical examples, check out our detailed guide on Net Promoter Score .
Customer Effort Score (CES) looks at how easy or difficult it was for customers to complete a task or interact with your business.
How to calculate:
CES is typically calculated as the average score of responses to an ease-of-use question (for example, on a 1–5 or 1–7 scale). Lower scores indicate lower customer effort.
If your main goal is to reduce friction and improve ease of use, you may want to focus specifically on this metric using our dedicated CES survey template .
Looking to do more with your survey results? Our practical guide explains how to transform customer experience feedback into actionable online marketing strategies.
Frequently asked questions
What questions should I ask in a customer satisfaction survey?
A good customer satisfaction survey works best when it’s short and focused. As a general rule, 5–7 questions are enough to collect meaningful feedback without overwhelming respondents.
Most surveys include:
- An overall satisfaction question (CSAT) and a recommendation or loyalty question (NPS)
- Ratings, scales, and matrices to evaluate key aspects of the customer experience
- Optional open-ended questions for additional comments and insights
The AidaForm template already includes all the essential questions. If you’d like to explore more question examples and variations, take a look at this blog article .
How often should I run a customer satisfaction survey?
How often you run customer satisfaction surveys depends on your business and customer journey. Many teams collect feedback:
- After key interactions, such as purchases, registration, onboarding, or support requests
- On a regular schedule, for example quarterly or twice a year, to monitor overall performance
Running surveys consistently helps you spot trends and track improvements over time.
How to create a customer satisfaction survey in AidaForm?
Getting started with AidaForm is quick and straightforward:
- Click Use This Template to add the survey to your AidaForm account. New users can sign up in just a few seconds.
- Customize the survey by editing questions, adding fields, and using ratings, scales, and matrices from the Builder → Form Elements tab.
- Adjust the look and feel in the Form Designer tab by customizing colors, fonts, buttons, and adding your logo.
- Publish the survey and share the link or embed it on your website. All responses appear in the Results tab.
Is survey data safe with AidaForm?
Yes. AidaForm applies SSL encryption and GDPR-aligned data protection practices to all surveys. Responses are stored on secure servers located in the EU or other supported regions, depending on your hosting settings.
Are AidaForm surveys anonymous?
Yes. Surveys are anonymous by default, and no personal data is collected unless you explicitly add identifying fields.
If you’d like to enrich your analysis without collecting personal information, you can also capture non-personal technical data such as country, device, or referrer using Hidden Fields .
Can I embed the survey on my website or send it by email?
Absolutely. You can share your survey using a direct link, embed it on your website with HTML code, or send it by email — whichever works best for reaching your audience.
How can I export survey results?
AidaForm lets you export survey results as Excel, CSV, or PDF files, making it easy to analyze, share, or store your data.
For a smoother workflow, you can also connect AidaForm to Google Sheets or integrate it with thousands of third-party apps through Zapier.
Is this survey template mobile-friendly?
Yes. Like all forms created in AidaForm, this template is fully mobile-friendly and optimized for all screen sizes. In addition, its short length and clear structure help ensure high completion rates on smartphones and tablets.
Can I use AidaForm for free?
Absolutely! The free AidaForm plan gives you unlimited surveys, all standard survey fields, and up to 100 responses per month — perfect for getting started and seeing real results fast.
Helpful resources for customer feedback surveys
If you’d like to explore the topic further, these resources offer additional ideas and practical guidance: