Satisfaction Survey Questions and Templates for 18 Specific Settings
Each template shows its full question list on the page, so you can read the whole set before you send anything.
Satisfaction surveys earn their keep when they are tied to a specific touchpoint: a delivery, a repair visit, a support ticket, a lease renewal. A generic "how did we do" blast tells you a number moved, but not which part of the experience moved it. The sections below pair rating-scale questions with the follow-ups that explain the score, and each set links to a full template you can send or edit.
Likelihood and NPS-style questions
The "how likely are you" format works because it asks about a future action instead of a feeling. Use a consistent scale, and always follow the score with one open "why" question.
- How likely are you to recommend our customer support team to a friend?Scopes the classic recommendation question to one team, so the score has an owner.
- How likely are you to switch to a competitor if prices increase by 10%?Puts a number in the scenario, which makes answers comparable across survey rounds.
- How likely are you to share feedback after a service experience?Tells you whether customer silence means satisfaction or resignation.
- How likely are you to sign up for a loyalty rewards program?Tests demand before you build the program instead of after.
- How likely are you to use in-app chat support instead of email?A channel-preference question that settles a roadmap argument with data.
Delivery and order experience questions
Send these within a day of the handoff, while the customer still remembers the courier and the state of the box. Each question isolates one stage of the delivery.
- How satisfied were you with the on-time delivery of your order?Timeliness is the single biggest driver of delivery satisfaction; measure it on its own.
- Did the packaging protect the contents from damage?Separates a packaging problem from a courier problem, which have different owners.
- How helpful were the tracking updates?Customers tolerate slower deliveries far better when the tracking is honest.
- How courteous was the delivery person?The thirty-second doorstep interaction is the only human contact most orders get.
- On a scale of 1-10, how likely are you to reuse this delivery service?Repeat intent is the summary number worth trending week over week.
Service visit questions for local businesses
This set is written for an auto repair shop, but the pattern fits any appointment business: booking, quote, the work itself, and the invoice. Swap the nouns and the structure holds.
- How easy was it to schedule your appointment?Friction at booking loses customers you will never get to survey.
- Were all recommended repairs clearly explained before work began?Consent before work is where trust in a service business is won or lost.
- Did the final invoice match the original estimate?A yes/no fact question that catches the most common service complaint.
- Did you feel pressured to approve additional work?Asks the uncomfortable question customers rarely volunteer at the counter.
- Would you trust us with future complex automotive repairs?Willingness to bring the bigger job is a stronger loyalty signal than a generic return question.
IT and internal service desk questions
Use these when the people you serve work for the same company: an IT helpdesk, HR, finance, or any shared service. They split satisfaction into reliability, resolution speed, and clarity so you can see which one is dragging the score.
- How satisfied are you with the uptime of our core IT systems?Starts with the thing users notice first, and the one number the team can already measure independently.
- How would you rate the speed of incident resolution by the IT helpdesk?Resolution, not politeness, is what a service desk is judged on.
- How clear and helpful are the IT support communications you receive?Slow fixes are tolerated when people are told what is happening. Silence is not.
- How accessible is the IT knowledge base or self-service portal?A low score here explains a ticket volume problem that no amount of extra staffing will fix.
- How well does IT collaborate with your department to understand requirements?Moves the survey past break-fix and into whether the roadmap matches what the business needs.
Partner, supplier and B2B account questions
B2B satisfaction runs on relationships and contracts, not star ratings. Ask about responsiveness, problem resolution, and terms, and send it to more than one contact per account.
- How would you rate our responsiveness to your inquiries?Response speed is the first thing partners mention when asked why a relationship soured.
- How satisfied are you with the problem-resolution process when issues arise?Every account hits problems; the process for handling them is what gets renewed or churned.
- How clear are our service level agreements (SLAs) and terms?Ambiguous terms create disputes that satisfaction scores only register after the fact.
- How satisfied are you with our price competitiveness?Better to hear pricing pressure in a survey than in a termination letter.
- How likely are you to continue working with us as a vendor?Continuation intent is the renewal forecast, straight from the source.
Resident and tenant satisfaction questions
Property managers use these ahead of lease renewal season. The goal is one number for renewal risk plus enough detail to know which fixes would move it.
- How would you rate the general condition of your apartment?The unit itself, not the amenities, decides most renewals.
- How responsive has the management been to your concerns or requests?Maintenance response time is the most fixable driver of tenant satisfaction.
- Do you feel that your rent is a good value for what you receive?Value perception predicts how tenants react to the next rent increase.
- Are you planning to renew your lease?Converts satisfaction into a business number: predicted occupancy.
- What are the top three things that you would like to improve about living here?"Top three" forces prioritization; unlimited comment boxes produce rants.
Writing good satisfaction survey questions
Four rules that keep satisfaction data honest:
- Ask close to the touchpoint.Satisfaction fades and distorts within days. Survey the delivery this week, not the quarter.
- Use one scale per survey and label its endpoints.Mixing 1-5 and 0-10 scales, or leaving points unlabeled, makes averages meaningless.
- Follow every score with one why.A score tells you something changed; the open follow-up tells you what to do about it.
- Never lead the witness.Complimentary adjectives inside the question inflate scores and hide problems.
The weak version answers itself. The better version, taken from the IT services template above, names a behavior the team can actually be measured on.
Satisfaction survey questions: FAQ
What is the difference between CSAT and NPS questions?
CSAT asks "how satisfied were you" about one interaction, usually on a 1-5 scale, and measures the recent past. NPS asks "how likely are you to recommend" on a 0-10 scale and leans toward future behavior. Use CSAT per touchpoint and NPS for the overall relationship.
What scale should satisfaction survey questions use?
A labeled 1-5 scale is the workhorse: fine-grained enough to trend, coarse enough that respondents use it consistently. Reserve 0-10 for recommendation questions, and keep the same direction (higher = better) throughout the survey.
When should a satisfaction survey be sent?
Within 24 hours of the touchpoint for transactional surveys, and on a fixed calendar (quarterly or twice a year) for relationship surveys. If you survey the same people, cap the frequency so no customer sees more than one survey a month.
How many questions should a satisfaction survey have?
Transactional surveys work best at 3 to 5 questions: one score, one or two specifics, one open why. Relationship surveys can carry 10 to 15. Every extra question costs completions, so earn each one.
Why do satisfaction scores stay high while customers leave?
Because bare scores measure stated feeling, not switching intent. Add likelihood-to-switch and value-for-money questions, and read the open comments of your middle scorers; the 3-out-of-5 crowd is where churn hides.
Browse all satisfaction survey templates
Every card opens a full template with its complete question list, ready to send or edit.
Other survey question topics
The rest of the library, grouped the same way. Each topic page lists its templates with the question count for every set.