Customer Satisfaction Survey Template
Customer satisfaction surveys help you understand what you're doing well and where you need to improve. The insights you gather directly improve your service, increase retention, and give you marketing content. Keep it short — 5 minutes or less.
When to Send Surveys
- After every completed job — Best sent 1-3 days after completion.
- Quarterly check-ins — For maintenance contract customers.
- After resolving a complaint — Gauge whether the resolution was satisfactory.
- Annually — Broader satisfaction survey for your entire customer base.
Post-Job Survey Questions
Overall Experience
1. Overall, how satisfied are you with the service you received?
☐ Very Satisfied ☐ Satisfied ☐ Neutral ☐ Dissatisfied ☐ Very Dissatisfied
2. How likely are you to recommend [Company Name] to a friend or neighbor?
Scale: 0 (Not at all likely) to 10 (Extremely likely)
This is your Net Promoter Score (NPS) question.
Booking and Communication
3. How easy was it to schedule your appointment?
☐ Very Easy ☐ Easy ☐ Neutral ☐ Difficult ☐ Very Difficult
4. Did we arrive within the scheduled time window?
☐ Yes, on time ☐ Slightly late (15 min or less) ☐ Late (more than 15 min) ☐ We were notified of a delay
5. How would you rate our communication throughout the process?
☐ Excellent ☐ Good ☐ Average ☐ Below Average ☐ Poor
Service Quality
6. How would you rate the quality of the work performed?
☐ Excellent ☐ Good ☐ Average ☐ Below Average ☐ Poor
7. Did our technician explain the work clearly before starting?
☐ Yes, very clearly ☐ Somewhat ☐ Not really ☐ No explanation was given
8. Was the work area left clean after the job was completed?
☐ Very Clean ☐ Clean ☐ Acceptable ☐ Not Clean
Value and Pricing
9. How would you rate the value you received for the price?
☐ Excellent Value ☐ Good Value ☐ Fair ☐ Somewhat Overpriced ☐ Overpriced
10. Was the final price consistent with the estimate you received?
☐ Yes, exactly as quoted ☐ Slightly different (within 10%) ☐ Significantly different
Open-Ended Feedback
11. What did we do well?
________________________________
12. What could we improve?
________________________________
13. Is there anything else you'd like us to know?
________________________________
Using Survey Results
Net Promoter Score (NPS)
Calculate from Question 2:
- Promoters (9-10): Loyal customers who will refer others.
- Passives (7-8): Satisfied but not enthusiastic.
- Detractors (0-6): Unhappy customers who may leave negative reviews.
- NPS = % Promoters - % Detractors — Aim for 50+ in home services.
Action Items from Feedback
- Scores below 4/5 or "Dissatisfied" — Follow up personally within 24 hours.
- Recurring themes in open-ended responses — Address systemic issues in team meetings.
- Positive feedback — Share with the team (with customer permission) and use in marketing.
- Track trends over time — Monthly NPS and satisfaction averages show whether you're improving.
Survey Distribution Tips
- Send via text AND email — Text gets higher response rates (30-40% vs. 10-15% for email).
- Keep it under 5 minutes — 10-13 questions is the sweet spot.
- Send within 48 hours — While the experience is still fresh.
- Don't incentivize responses — You want honest feedback, not people rushing for a reward.
- Use a simple tool — Google Forms, Typeform, or your CRM's built-in survey feature.