Website survey template for site feedback (free)
A free website survey that asks why people visit, whether they found what they wanted and which parts of the site slow them down. Embed it your way.
11 questions on 2 pages
Customer satisfaction survey template (free)
A customer satisfaction survey template should take about a minute to answer and still tell you what to fix. This one opens with a CSAT question: five faces, from very unsatisfied to very satisfied. Anyone who picks one of the two lowest faces sees a box asking what went wrong, so you hear about a bad experience from the customer before you read it in a review. Next come what the feedback is about, whether you did what they came for and a grid that rates quality, value for money, speed, friendliness and ease of getting help. Page two asks how likely they are to recommend you on a 0 to 10 scale, what they liked, what to improve first and how long they have been a customer. An email box appears only for people who say you may contact them. Sign up for free, open the template and rename the grid rows to fit your business.
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What's in this form
11 questions on 2 pages. Every question, in order:
Page 1: How did we do?
Why we ask: So we know how you felt overall and which part of the experience to look at.
| No. | Question | Answer type | Required? |
|---|---|---|---|
| 1 | How satisfied are you with us?CSAT, RequiredScale of 1 to 5 | CSAT | Required |
| 2 | What went wrong?Long answer, OptionalWe're sorry we let you down. Tell us what happened so we can make it right. | Long answer | Optional |
| 3 | What is your feedback mostly about?Multiple choice, OptionalChoices: A purchase, A service or appointment, Help from our team, Our website or app, Something else | Multiple choice | Optional |
| 4 | Did we do what you came to us for?Multiple choice, OptionalChoices: Yes, fully, Partly, No | Multiple choice | Optional |
| 5 | How would you rate us on each of these?Matrix, OptionalChoices: Poor, Fair, Good, Very good, ExcellentRows: Quality, Value for money, Speed, Friendliness of our team, Ease of getting help | Matrix | Optional |
Page 2: A few more thoughts
Why we ask: To see whether you would recommend us, what to keep doing and whether you want a reply.
| No. | Question | Answer type | Required? |
|---|---|---|---|
| 6 | How likely are you to recommend us to a friend or colleague?NPS, OptionalScale of 0 to 10 (Not likely to Very likely) | NPS | Optional |
| 7 | What did you like most?Long answer, Optional | Long answer | Optional |
| 8 | What one thing should we improve first?Long answer, Optional | Long answer | Optional |
| 9 | How long have you been a customer?Dropdown, OptionalChoices: This was my first time, Less than 6 months, 6 to 12 months, 1 to 3 years, More than 3 years | Dropdown | Optional |
| 10 | May we contact you about your answers?Multiple choice, OptionalChoices: Yes, No | Multiple choice | Optional |
| 11 | Email (if you'd like a reply)Email, Optional | Optional |
How the logic works
- Shows “What went wrong?” when “How satisfied are you with us?” is 2 or less
- Shows “Email (if you'd like a reply)” when “May we contact you about your answers?” is “Yes”
- Makes “Email (if you'd like a reply)” required when “May we contact you about your answers?” is “Yes”
What people see after sending
Thank you!
We read every response and appreciate you taking the time.
Built in
- Multiple pages
- Conditional logic
Who it's for
- Small service businesses that want a quick read on how each job went
- Shops, cafes and studios asking about a purchase or a visit
- Agencies and freelancers checking in with clients after a project
- Support teams that want a score with a reason attached
When to use it
- A day or two after a purchase, appointment or finished job
- Right after you close a support request, while the details are fresh
- Once a quarter with regular customers, to see the trend over time
- Before you change prices or add a service, to learn what people value now
Make it yours
- Reply to the unhappy ones first. In the Responses table, filter the satisfaction question to answers of two or less and work down that list within a day. Anyone who agreed to be contacted left an email; the rest still tell you what went wrong in their own words.
- Keep the satisfaction question first and required, as it ships. It is the one number you compare month to month, and every question after it is optional, so even a rushed customer gives you that much.
- Rename the grid rows. A dental practice might rate waiting time and how clearly treatment was explained; a bakery might rate freshness and order accuracy. The grid takes up to 20 rows and 10 columns, but five or six rows stay quick on a phone.
- Split results by topic. The "What is your feedback mostly about?" answer separates purchases, appointments, team help and your website, so a slow website does not hide a great service score.
- Skip the spreadsheet for the headline numbers. The built-in analytics and the Summary tab score the CSAT and NPS presets for you, and the Summary tab shows the grid as a table of counts and shares for each row.
Print it or edit it offline
The same questions, ready to print or edit.
Where the answers go
Every response lands in your HornetForms inbox. From there, send it wherever your team already works.
- Turn on an email to yourself for each new response, on every plan
- A confirmation email to the person who filled it in, when the form asks for their email
- A new row in Google Sheets, a message in Slack or Discord, or a page in Notion, free on every plan
- Connect with Zapier, or send signed webhooks to n8n, Make or your own app
- CSV export on every plan, and Excel export on Pro and Business
Questions people ask
What questions should a customer satisfaction survey ask?
Start with one overall satisfaction question, then ask what the experience was about and rate the parts that matter, such as quality, value and speed. Add a recommend question, one open question on what to improve and an optional way to reply. This template follows that order.
How do you calculate a CSAT score?
The common method counts the people who chose four or five on a five-point scale, divides by everyone who answered and shows it as a percentage. For example, 42 satisfied answers out of 60 is a CSAT of 70%. HornetForms scores the CSAT preset for you, so you never do the sum by hand.
What is the difference between NPS and CSAT?
CSAT asks how satisfied someone is with a recent experience. NPS asks how likely they are to recommend you, from 0 to 10. People who answer nine or 10 count as promoters and zero to six as detractors; the score is the percentage of promoters minus the percentage of detractors. This template asks both, and both are presets on the scale questions.
Is there a free customer satisfaction survey template in Word or PDF?
Yes. Download a printable PDF in US Letter or A4, or a Word file you can edit. The paper version works at a counter or a front desk, and you can type the answers into the online form later so every score sits in one place.
How many questions should a customer satisfaction survey have?
As few as still answer your questions. This one has 11, but only the satisfaction question is required, and logic hides two of them from most people: the "what went wrong" box and the email box. A happy customer sees nine and can skip any of them.
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