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Construction customer satisfaction survey template for contractors

Fourteen questions for the client of one finished project, from price to handover.

  • 14questions
  • 5 minto complete
  • 1 to 5rating scale
  • one clientper project
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Construction Customer Satisfaction Survey · answer to move through it
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Question 1 of 14 The project
Which best describes the project we completed for you?
New build
Addition or extension
Remodel or renovation
Repair, replacement or fit-out
Question 2 of 14 The three overall ratings
Overall, how satisfied are you with the finished work?
1
2
3
4
5
Very dissatisfiedVery satisfied
Question 3 of 14 The three overall ratings
Overall, how satisfied are you with the way our team ran the project?
1
2
3
4
5
Very dissatisfiedVery satisfied
Question 4 of 14 The three overall ratings
Overall, how satisfied are you with the value you got for what you paid?
1
2
3
4
5
Very dissatisfiedVery satisfied
Question 5 of 14 While the job ran
Before work started, I understood what the price included.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 6 of 14 While the job ran
I was told about schedule changes early enough to plan around them.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 7 of 14 While the job ran
The cost of each change was agreed with me before that work was done.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 8 of 14 While the job ran
The site was left clean at the end of each working day.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 9 of 14 While the job ran
I always knew who to contact with a question.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 10 of 14 Punch list and handover
At handover, the number of items left on the punch list was:
There were none
Fewer than I expected
About what I expected
More than I expected
Question 11 of 14 Punch list and handover
Punch list items were finished by the date we agreed.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 12 of 14 Punch list and handover
I received every closeout document I needed, such as warranties and manuals.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 13 of 14 What happens next
How likely are you to recommend us to someone planning similar work?
0
1
2
3
4
5
6
7
8
9
10
Not at all likelyExtremely likely
Question 14 of 14 What happens next
What is the one thing we should do differently on the next project?

The 14 construction customer satisfaction survey questions

A construction customer satisfaction survey asks the client of one finished project how the job went: the finished work, the way the team ran it, value for the price, schedule and change orders, the punch list and the handover. These 14 questions open in the free survey maker, ready for your company name.

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

The project

One classification item, so a remodel is compared with other remodels.

  1. Which best describes the project we completed for you?Pick one of 4, required

The three overall ratings

The finished work, how the job was run, and value, each rated apart.

  1. Overall, how satisfied are you with the finished work?1 to 5, very dissatisfied to very satisfied, required
  2. Overall, how satisfied are you with the way our team ran the project?1 to 5, very dissatisfied to very satisfied, requiredthe team and the process, separate from the building itself.
  3. Overall, how satisfied are you with the value you got for what you paid?1 to 5, very dissatisfied to very satisfied, requiredvalue, so a bigger bill can still score well.

While the job ran

Five drivers, in the order the client met them.

  1. Before work started, I understood what the price included.1 to 5, strongly disagree to strongly agree, optionala low score points at how estimates are written.
  2. I was told about schedule changes early enough to plan around them.1 to 5, strongly disagree to strongly agree, optionalabout the warning the client got, whatever the delay.
  3. The cost of each change was agreed with me before that work was done.1 to 5, strongly disagree to strongly agree, optionalleft blank by a client whose price never changed.
  4. The site was left clean at the end of each working day.1 to 5, strongly disagree to strongly agree, optional
  5. I always knew who to contact with a question.1 to 5, strongly disagree to strongly agree, optional

Punch list and handover

The last weeks of the job, which clients describe to other people.

  1. At handover, the number of items left on the punch list was:Pick one of 4, optionalasked against what the client expected, so small jobs compare with large.
  2. Punch list items were finished by the date we agreed.1 to 5, strongly disagree to strongly agree, optional
  3. I received every closeout document I needed, such as warranties and manuals.1 to 5, strongly disagree to strongly agree, optional

What happens next

The recommend item, then one open answer.

  1. How likely are you to recommend us to someone planning similar work?0 to 10, optionala 9 or 10 is your cue to ask for a referral.
  2. What is the one thing we should do differently on the next project?Open text, optional

Sending it at handover and reading the three ratings

Send it to the person who signed the contract, within a week of handover, from the owner instead of the site superintendent. Each project has one client, so answers are not anonymous: say who reads them. On a long job, send questions 3 and 5 to 9 at a midpoint milestone. The UK new homes survey asks again at nine months, once the home has been lived in.[2]

Count the clients who pick 4 or 5 on questions 2, 3 and 4, and keep the three counts apart. UK construction KPIs report the same three ratings as the share of projects scoring 8 out of 10 or better.[1] To track question 13 as one number across clients, run an NPS survey.

After a warranty callout, a customer service survey rates that one visit. To hear how subcontractors rate you as a customer, send the supplier satisfaction survey.

Four isometric construction stages from slab to finished building, with three arrows looping back to a small rating card
Agreed, built, handed over, rated.

Construction customer satisfaction survey FAQ

What questions should a construction company ask its customers?

Three overall ratings first: the finished work, how the job was run and value for the price. Then the things that explain them: scope, schedule warnings, change orders, site cleanliness and who to contact. Close with the punch list, closeout documents and one open answer.

When should a contractor send a customer satisfaction survey?

Within a week of handover, while the client still remembers how the job ran. On a project lasting several months, add a midpoint check with the six process questions, so a problem surfaces while there is still time to fix it.

Does it work for home builders and remodelers?

Yes. Question 1 sorts answers into new builds, additions, remodels and repairs, so a home builder, a remodeler and a commercial contractor can send the same 14 questions and compare like with like. Rename the four options to match the work you do.

Related satisfaction survey templates

Once the building is occupied, the facility survey questions rate the services that keep it running. Surveys for other kinds of customer are in the satisfaction survey templates.

SatisfactionCustomer Satisfaction SurveyWhen you sell to many buyers and want one comparable score across all of them.12 questions, 3 min SatisfactionCustomer Service SurveyWhen one callout or service visit is being judged, long after the build it came from.10 questions, 2 min BusinessFacilities Management SurveyWhen the building is finished and occupied, and the subject is the service keeping it running.15 questions, 5 min SatisfactionNPS SurveyWhen the recommend question is the whole survey, asked of every client the same way.10 questions, 3 min BusinessSupplier Satisfaction SurveyWhen you want your suppliers and subcontractors to rate you as a customer.12 questions, 3 min BusinessTenant Satisfaction SurveyWhen the people living in the finished building rate the landlord and the repairs.14 questions, 5 min

Michael Hodge, survey methodology · Updated 2 October 2026 · How templates are reviewed

Sources (2)
  1. Glenigan and Constructing Excellence. 2012 UK Construction Industry KPIs: Industry Performance Report. Client satisfaction with product, service and value for money, each reported as the percentage of projects scoring 8 out of 10 or better. constructingexcellence.org.uk (archived copy)
  2. Home Builders Federation. Customer Satisfaction Survey and HBF Star Ratings FAQs. hbf.co.uk

Ask at the next handover

Fourteen questions, about 5 minutes, one client per project. Open them and add your company name.

Use this template