Customer satisfaction survey template builder
Build a customer satisfaction survey template that fits your business in a few clicks. Choose when you will send it, pick from ready-written questions, set the rating scale, and copy or download the finished survey for Google Forms, Typeform, Microsoft Forms or a plain email.
Build your survey
Your survey template
Enter your company name, pick your questions and press Build survey. The finished survey appears here, ready to paste into Google Forms, Typeform, Microsoft Forms or an email.
What a good customer satisfaction survey template includes
The best surveys are short and ask about one experience at a time. A solid template has:
- One main rating question first. "Overall, how satisfied are you with..." on a 1 to 5 scale. This is the number your CSAT score comes from.
- Two to four follow-up questions about the parts that drive that rating, such as speed, knowledge or ease.
- One open question, such as "What is one thing we could do to improve?". This is where the useful detail lives.
- Permission to follow up, so you can contact unhappy customers and fix the problem.
Sample customer satisfaction survey form
Here is a customer service satisfaction survey template built with the tool above for a fictional store called Lumen Shop, sent after a support conversation:
Lumen Shop customer satisfaction survey
Thanks for choosing Lumen Shop. We would love to hear about your recent conversation with our support team. This survey has 6 questions and takes about 2 minutes. Your answers help us improve.
- Overall, how satisfied are you with your recent conversation with our support team?1 - Very dissatisfied, 2 - Dissatisfied, 3 - Neither satisfied nor dissatisfied, 4 - Satisfied, 5 - Very satisfied
- Was your question or problem fully resolved?Yes, No
- How satisfied are you with how quickly we replied?1 - Very dissatisfied, 2 - Dissatisfied, 3 - Neither satisfied nor dissatisfied, 4 - Satisfied, 5 - Very satisfied
- How satisfied are you with the knowledge and helpfulness of the person who helped you?1 - Very dissatisfied, 2 - Dissatisfied, 3 - Neither satisfied nor dissatisfied, 4 - Satisfied, 5 - Very satisfied
- What is one thing we could do to improve?Open answer
- May we contact you about your answers?Yes, No
Thank you for your feedback. Every answer is read by the Lumen Shop team.
Pick the right survey for the moment
Ask about the experience while it is fresh. The builder adjusts its questions to each of these moments:
| Survey type | When to send |
|---|---|
| After a support conversation | Send when a ticket is resolved (the classic CSAT survey). |
| After a purchase or delivery | Send a day or two after the order arrives. |
| After onboarding or setup | Send once a new customer finishes setup. |
| General customer experience | Send every quarter or twice a year to the same group. |
CSAT survey template or NPS feedback form?
A CSAT survey template asks how satisfied someone is with a specific interaction, which makes it ideal after a support ticket or a delivery. An NPS feedback form asks one question, how likely the person is to recommend you on a 0 to 10 scale, and measures loyalty over time. You can add the NPS question to any survey here; score it with the NPS calculator and the satisfaction rating with the CSAT calculator.
How to build the survey in Google Forms
- Build your survey above and choose the Text format.
- In Google Forms, start a blank form and paste the title and introduction.
- Add rating questions as Linear scale and type the end labels, for example 1 = Very dissatisfied and 5 = Very satisfied.
- Add choice and yes or no questions as Multiple choice, and open questions as Paragraph.
- Turn on Required for the questions marked required, then paste the thank-you line into the confirmation message.
Send it at the end of every support conversation
Satisfaction surveys work best when they arrive right after the problem is solved. Keep your closing message and survey link as a saved reply in Kora Reply, and every teammate can insert the same message and survey link with a slash shortcut.
Frequently asked questions
Keep it short. One main satisfaction rating, two to four follow-up questions and one open question is enough for most surveys. This builder caps a survey at 8 questions for that reason.
A 5-point scale is easier to answer on a phone and is what most CSAT reporting assumes. A 7-point scale gives finer detail. Pick one and keep it, because changing the scale breaks comparisons with earlier results.
Yes. Build the survey, copy the text and recreate each question in Google Forms: use Linear scale for ratings, Multiple choice for choice and yes or no questions, and Paragraph for open questions. The CSV download lists every question, its type and its options in one sheet.
Yes. Everything you build here is yours to edit, copy and use in any survey tool, with no sign-up and no attribution required.
For the main satisfaction question, count the people who chose the top two ratings and divide by everyone who answered. The free CSAT calculator does this for you. If you include the 0 to 10 recommend question, use the NPS calculator for that one.
No. The survey is built in your browser. Nothing you type is sent to Kora Reply or saved.
More free tools for support teams
NPS calculator
Enter promoter, passive and detractor counts, or paste raw 0 to 10 scores, and get your Net Promoter Score.
CSAT calculator
Turn survey ratings into a customer satisfaction score, with the average rating and the formula shown.
Canned response generator
Write replies for 15 common support situations in your tone, for email or chat.
Measure it, then fix it in one help desk
Kora Reply gives small teams a shared inbox, tickets with reply targets, saved replies and a knowledge base your AI agent answers from. Start on the Free plan.