Free Customer Service Satisfaction Survey Template

Customer service satisfaction survey template

About the Customer service satisfaction survey template

In the fast-paced world of customer service, understanding your clients’ satisfaction levels is crucial. This customer service satisfaction survey template helps you determine how well your staff performed during the service. The customer can evaluate the team’s quality of work and timeliness of work performed, and give their impression on how their need was addressed. Improve the overall performance of your service team to develop a better customer experience.

Tips for using the customer service satisfaction survey template

To maximize the effectiveness of your customer service satisfaction survey template, consider trying out the strategies below. These will help you collect meaningful feedback:

Test your survey before launching. Conduct a pilot test with a small group of customers or team members to check if there are confusing questions or technical issues. Testing ensures your survey is user-friendly and effective at capturing the data you’re looking for.
Give incentives for answering the survey. Encourage customers to complete your survey by offering small incentives, such as discounts or entry into a prize draw. Incentives can significantly boost response rates and show customers that you appreciate their time.
Analyze and segment data. Break down survey results based on different customer segments (e.g., new vs. returning customers). Detailed analysis helps you understand diverse customer needs and tailor your services accordingly.

Ways to customize your customer service satisfaction survey

To make the most of your customer service satisfaction survey template, you can adjust it based on your specific needs and organizational structure. Here are some practical tips for customizing the template effectively:

Add industry-specific questions. Customize the survey by including questions that are relevant to your industry. For example, if you’re in hospitality, ask about room cleanliness and staff friendliness. By tailoring questions to your industry, you’ll receive relevant feedback.
Adjust the rating scale. Feel free to change the rating scale to suit your preferences. You can use a 1-5 scale, a 1-10 scale, or even a Likert scale (e.g., strongly agree to strongly disagree).
Include custom branding. Add your company logo and colors to the survey template. Branding the survey not only makes it look professional but also reinforces your brand identity so customers feel more connected to your business.

Capture customer feedback efficiently with Lumiform’s survey template

Ready to improve your customer service? Download our customer service satisfaction survey template at Lumiform and start gathering valuable feedback immediately. Tweak it based on your needs and watch your service quality soar as you get to know your customers better.

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Preview of the template

Audit

CUSTOMER SATISFACTION SURVEY

Overall, how happy or dissatisfied were you with your last service experience?

How responsive hast the staff been to your questions or concerns about our supplies and services?

How would you rate the employees on each of the following attributes?

Quality of service reporting:

Shown safety mindset:

Worth the money:

Cost and availability of spare pieces:

Timeliness of work completed:

Communication:

Quality of work:

What could we do better?

Do you have any further comments, questions or concerns? Explain them here:

COMPLETION

Name and signature of customer (optional)

Frequently asked questions

What’s the best way to phrase questions in a customer service satisfaction survey?

Use clear, neutral, and specific wording to get accurate responses. Avoid leading questions like “How great was your experience?” and instead ask, “How satisfied were you with your experience?” Keep rating scales consistent throughout the survey. Aside from asking, “Was our support helpful?” you can even follow up with, “What could have made your experience better?” to gather deeper insights.

How can I get more customers to respond to my satisfaction survey?

Make surveys short and easy to complete. Send them at the right time, such as immediately after a support interaction or purchase, when the experience is fresh. Personalize invitations and mention how you’ll use their feedback to improve future experiences. If possible, offer a small incentive, like a discount or entry into a giveaway.

What’s a good response rate for a customer service satisfaction survey?

A good response rate is usually between 10% and 30%, depending on factors like industry, survey length, and timing. Short, well-timed surveys get higher engagement—post-service surveys often see better response rates than general satisfaction surveys. To get more participants, keep the survey brief, personalize the invitation, and send reminders to non-responders.

This template, developed by Lumiform employees, serves as a starting point for businesses using the Lumiform platform and is intended as a hypothetical example only. It does not replace professional advice. Companies should consult qualified professionals to assess the suitability and legality of using this template in their specific workplace or jurisdiction. Lumiform is not liable for any errors or omissions in this template or for any actions taken based on its content.