Free Template for Customer Satisfaction Survey
Customer Satisfaction Survey Template for Software & SaaS
Customer satisfaction survey questions that measure CSAT, surface friction, and help you reduce churn
Use this free customer satisfaction survey template to understand what delights your customers, what frustrates them, and where you're at risk of losing them.
No credit card required
Customer satisfaction survey questions in this template
A balanced mix of CSAT rating questions and open-ended questions - so you get both a score and the context behind it.
Overall, how satisfied are you with our product?
Rating Scale (CSAT)
Your core CSAT score - track this over time to measure progress.
How satisfied are you with each of the following?
Rating Grid
Product features
Ease of use
Customer support
Onboarding experience
Value for money
Pinpoints exactly which area is driving dissatisfaction.
What do you like most about the product?
Open Text
Reveals your real strengths - often different from what you think they are. Use this in marketing.
What is the biggest frustration or challenge you face with the product?
Open Text
The most actionable question in the survey - cluster responses to find the highest-impact fixes.
How likely are you to continue using the product in the next 6 months?
Single Choice
• Very likely - I rely on it
• Likely - it's useful for me
• Unsure - depends on improvements
• Unlikely - I'm looking at alternatives
An early churn signal - users who say "unlikely" need immediate attention.
Is there anything else you'd like us to know?
Open Text
Catches everything else - often surfaces issues you didn't think to ask about.
Who should use this customer satisfaction survey
SaaS & Software Teams
Measure satisfaction across your customer base. Segment scores by plan tier to see which cohorts are at risk and which are thriving.
Customer Success Teams
Proactively identify at-risk accounts before they churn. Trigger satisfaction surveys at key moments in the customer lifecycle.
Product Teams
Use satisfaction data to prioritize the roadmap. The features driving dissatisfaction become your most important improvements.
Founders
Get an honest read on where you stand. Customer satisfaction surveys reveal the gap between what you think is working and what users experience.
What customer satisfaction surveys reveal
Early Churn Signals
Users who score low on retention intent are planning to leave. Catch them before they cancel and understand what it would take to keep them.
The Real Strengths
What customers love is often different from what you think you're selling. Use their language in your marketing and double down on what works.
Support vs Product Issues
The rating grid separates product dissatisfaction from support dissatisfaction. Very different problems requiring very different fixes.
Segment Differences
Free plan users and enterprise users have very different satisfaction levels. Segment your CSAT scores to see which cohorts need the most attention.
Value Perception
Low satisfaction on "value for money" often means the problem is communication, not pricing. Users don't see the value - show them better.
Roadmap Priorities
The frustrations users mention most often become your highest-priority improvements - directly tied to satisfaction and retention.
Frequently Asked Questions
What is a customer satisfaction survey?
A customer satisfaction survey measures how satisfied customers are with your product, service, or support. It typically uses a CSAT score (1-5 rating) combined with open-ended questions to understand what's driving satisfaction or dissatisfaction.
What are good customer satisfaction survey questions?
Good customer satisfaction survey questions include overall satisfaction rating, satisfaction with specific touchpoints (support, onboarding, product), what's working well, and what needs improvement. Keep it to 5-7 questions and always include at least one open-ended question.
What is a CSAT score?
CSAT (Customer Satisfaction Score) measures satisfaction on a scale of 1-5 or 1-10. Your CSAT score is the percentage of customers who rated 4 or 5 out of 5. A score above 80% is generally considered good for SaaS products.
When should I send a customer satisfaction survey?
Send satisfaction surveys after key interactions - support ticket resolution, onboarding completion, feature launches, or on a recurring quarterly basis. In-context surveys triggered right after an interaction get the highest response rates and most accurate data.
How is a customer satisfaction survey different from NPS?
CSAT measures satisfaction with a specific interaction or experience. NPS measures overall loyalty and likelihood to recommend. CSAT is transactional and immediate; NPS is relationship-based and long-term. Both are valuable - CSAT tells you what to fix now, NPS tells you where you stand overall.
Is this customer satisfaction survey template free?
Yes. Use this customer satisfaction survey template for free on Mapster. No credit card required.
Know if your customers are satisfied - before they churn
Use this free customer satisfaction survey template to measure CSAT, identify at-risk accounts, and improve the experience for every customer.
No credit card required
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