Measure satisfaction at a specific customer moment and capture the reason behind the score.
Overall, how satisfied are you with your experience?
Start with the complete working structure, then adjust the language, timing, and incentive to fit your customers and brand.
Best used when
Your team has a specific decision or growth objective and needs a focused artifact to move from planning to launch.
Overall, how satisfied are you with your experience?
CSATSuggested answers
Why ask it: Gives you one comparable number for the moment you asked about, which is the only way to tell whether a change to support, packaging, or delivery actually landed. Keep the wording and the five options identical every time you run it, and send the two dissatisfied answers to a person the same day.
What is the main reason for your answer?
open textWhy ask it: The score records what happened and this records why, which is why it belongs immediately after the rating while the customer is still holding the thought. Read it grouped by score: the reasons behind low answers are your fix list, and the reasons behind high answers are the next line of your product page.
What is the one thing we could improve?
open textWhy ask it: Asking for one thing instead of general feedback forces a priority, so the answers arrive already ranked by what the customer cares about most. Count how often each theme repeats rather than reacting to the most articulate response, and carry the top three into the next planning cycle.
Is there anything else you would like us to know?
open textWhy ask it: The last question is where the unprompted things arrive: a packaging complaint, a size you do not stock, one support agent thanked by name. Keep it optional and last so it costs nothing in completion, and lean on AI analysis to group the themes once you pass a few hundred responses.
Generate a focused variation while keeping the expert-written version available as your baseline.
Add your goal and audience. If AI is unavailable, the complete template on this page still works as a practical starting point.
Your inputs are sent only to generate this result and are not stored by UserLoop.
Three specifics worth checking against your own store before you launch.
Start with the focused version, publish, and let the first answers steer the next iteration.
Pick one moment and keep it fixed: after delivery, after a support ticket, or after a subscription renewal
Ask the reason question immediately after the score, while the customer is still holding the thought
Agree the follow-up threshold and the person who owns it before the survey goes live
Strong execution usually comes from removing ambiguity and keeping every action tied to the original objective.
Changing the scale or the wording mid-quarter, which quietly resets your trend to zero
Blending several moments into one score, so a delivery problem and a support problem cancel each other out
Averaging a five-point scale instead of reporting the share of satisfied answers
Collecting scores nobody is scheduled to read, which is worse than not asking
Count the responses in the top two boxes, satisfied and very satisfied, then divide by all responses and report it as a percentage. A percentage holds steadier than an average when a handful of angry answers land, and it stays comparable across teams using different scale lengths. Whichever method you choose, write it down and never change it mid-year.
Your own trend is the only benchmark worth managing to. Published industry averages are collected on different scales, at different moments, from different customers, so they cannot tell you whether last month was good or bad. Measure one moment the same way for a quarter, then judge every change against that baseline.
Satisfaction measures how a moment felt, effort measures how hard it was to get through. Use satisfaction for outcomes the customer chose, like the product or the delivery, and effort for tasks they were made to complete, like a return or a support ticket. Plenty of stores run satisfaction across the whole journey and effort only after support, which keeps both numbers meaningful.
The same day, from a person, with the order open in front of them. A dissatisfied answer is a customer who complained to you privately instead of publicly, and that window closes quickly. Decide the threshold and the owner before launch, because a routing rule invented after the first bad score always arrives late.
Collect useful customer insight with Surveys and grow your audience with Contests.
