View/Export Results
Manage Existing Surveys
Create/Copy Multiple Surveys
Collaborate with Team Members
OR
Sign inSign in with Facebook
Sign inSign in with Google

Customer Feedback Survey Template

Twelve questions that ask customers what worked, what went wrong and what to change, in their own words.

  • 12questions
  • About 4 minto complete
  • 1 to 5 scaleplus four open questions
  • Anonymousunless they ask for a reply
Use this template Take the survey first
Customer Feedback Survey · answer to move through it
Use this template
Question 1 of 12 What this is about
Which part of your experience with us are you telling us about?
Buying or ordering
The product or service itself
Delivery, setup or installation
Getting help from support
Billing or payment
Something else
Question 2 of 12 Your experience
Overall, how would you rate this experience?
1
2
3
4
5
PoorExcellent
Question 3 of 12 Your experience
How easy was it to get what you came for?
1
2
3
4
5
Very difficultVery easy
Question 4 of 12 Your experience
How well did we keep you informed about what was happening?
1
2
3
4
5
Not at all wellVery well
Question 5 of 12 In your own words
What worked well? Tell us what we should keep doing.
Question 6 of 12 In your own words
What did not work? Tell us where it went wrong or got in the way.
Question 7 of 12 In your own words
If you could change one thing about dealing with us, what would it be?
Question 8 of 12 About you
How long have you been buying from us?
This was the first time
Less than 6 months
6 months to 2 years
More than 2 years
Question 9 of 12 If you want a reply
Would you like someone to reply to this feedback?
Yes, please get in touch
No thank you
Question 10 of 12 If you want a reply
If yes, what is the best email address or phone number to reach you on?
Question 11 of 12 In your own words
Anything else you want to tell us?
Question 12 of 12 What happens next
How confident are you that we will do something with this feedback?
1
2
3
4
5
Not at all confidentVery confident

The 12 customer feedback survey questions

A customer feedback survey asks customers about one recent experience with your business and collects the reasons behind their ratings in their own words. This one pairs four 1 to 5 ratings with four open questions and lets customers ask for a reply. All twelve are ready to edit in the free survey maker.

Plain text, one question per line, with the answer scale.

What the feedback is about

Question 1 names the part of the experience, so every other answer can be sorted by it. If most answers will be about the product itself, the product feedback survey asks about features instead.

  1. Which part of your experience with us are you telling us about?Choose one, requirededit the six options to match what you sell.

Three ratings

One 1 to 5 scale, labelled at both ends, so a weak area shows at a glance.

  1. Overall, how would you rate this experience?1 to 5 scale, requiredsort the written answers by this, lowest first.
  2. How easy was it to get what you came for?1 to 5 scale, requiredlow ease under a high overall means hard work.
  3. How well did we keep you informed about what was happening?1 to 5 scale, required

In their own words

Each box asks for one thing, and every box is optional.

  1. What worked well? Tell us what we should keep doing.Open text, optionalwhat to protect while you fix everything else.
  2. What did not work? Tell us where it went wrong or got in the way.Open text, optional
  3. If you could change one thing about dealing with us, what would it be?Open text, optionalone change means a priority, not a wish list.

If they want a reply

Tenure, then permission, then contact. The contact field sits here so the survey ends on a rating.

  1. How long have you been buying from us?Choose one, requiredcompare first-time buyers with regulars before reading any average.
  2. Would you like someone to reply to this feedback?Choose one, requireda yes is a promise; reply within two working days.
  3. If yes, what is the best email address or phone number to reach you on?Short text, optionalthe only identifying field.

The close

A last box for anything the survey missed, then one rating to finish on.

  1. Anything else you want to tell us?Open text, optional
  2. How confident are you that we will do something with this feedback?1 to 5 scale, requiredwatch it rise as customers see changes land.

How to use the customer feedback survey

Send it to customers within two days of one finished experience: an order, a delivery or a support request. A standing link on receipts and confirmation pages collects feedback between rounds. When someone has just canceled, send the cancellation survey instead.

Split the responses by question 1 and read the lowest overall ratings first. Tag each written answer with one theme and count the themes: the biggest count is your first fix. For one support request on its own, the customer service survey is written for that moment.

Send one shared link, and anyone who answers no at question 9 stays anonymous. The email field is optional and mid-survey, where 73% of people who reach one fill it in, against 32% when it is required at the end.[1]

Scattered speech bubbles on the left resolving into three counted bars on the right
Written answers, tagged and counted: a few themes with a number against each.

Customer feedback survey FAQ

How do you create a customer feedback survey?

Pick one moment to ask about, such as a delivered order or a closed support request. Use one rating scale, a few narrow open questions and an optional reply request. Then open this template in the editor and rename the options in question 1.

How many questions should a customer feedback survey have?

Ten to fifteen suits most customer surveys. This template has twelve and takes about four minutes. Keep the ratings few and spend the length on the open questions, where customers tell you what to change.

How is a customer feedback survey different from CSAT or NPS?

CSAT and NPS each give you one score to track, while a feedback survey collects the reasons. For a score after one interaction, use the customer satisfaction survey. For one number on the whole relationship, use the NPS survey.

Related customer survey templates

The customer satisfaction survey templates cover single moments too, from checkout to a support call.

SatisfactionCustomer Service SurveyAfter one help request: was it fixed, how hard was it, and who to call back.10 questions, 2 min SatisfactionCustomer Satisfaction SurveyThe general satisfaction read: one score, its drivers, and a worked scoring example.12 questions, 3 min SatisfactionPost-Purchase SurveyAfter one order: three short sends at the checkout, on delivery and two weeks later, with no single score.14 questions, 4 min SatisfactionCustomer Experience SurveySent once across every stage a customer passed, to find which stage deserves a survey of its own.16 questions, 4 min SatisfactionVoice of the Customer SurveyThe quarterly relationship read, when you want how the whole relationship is aging rather than one comparable score.13 questions, 4 min SatisfactionDelivery SurveyWhen the person who took the delivery rates that one drop: the window, the condition and the doorstep.12 questions, 3 min

Michael Hodge, survey methodology · Updated 25 September 2026 · How templates are reviewed

Sources (1)
  1. SuperSurvey Response Benchmark, 16 September 2023 to 25 August 2026: 25,112 analyzed surveys with 998,864 completed responses, out of 2,274,520 responses platform-wide. Method note.

Hear what your customers would change

Twelve questions, about four minutes, four of them in your customer's own words. Open it in the editor and rename the options in question 1 to match what you sell.

Use this template