Customer satisfaction survey template (free)
A free customer satisfaction survey with a five-face CSAT question, a quality grid and a 0 to 10 recommend score. Low scores get a follow-up box.
11 questions on 2 pages
Website survey template for site feedback (free)
A website survey template helps when your analytics show what visitors do but never why they do it. This one asks what brought someone to the site, how they found you and whether they found what they came for. Anyone who answers "Partly" or "No" gets a box to say what they were looking for. Page two asks how easy the site was to use, and a rating of three or lower opens a question about what was confusing or frustrating. A grid then rates menus, search, loading speed, readable text, look and feel and phone use, with a "Did not use" column so nobody has to guess. A hidden page_url field can record which page the visitor was on. Sign up for free, open the template and choose how it shows up on your site.
Free plan, free forever. Sign up and the template opens in your workspace.
What's in this form
11 questions on 2 pages. Every question, in order:
Page 1: Your visit
Why we ask: So we can tell why people come and whether the site gives them what they need.
| No. | Question | Answer type | Required? |
|---|---|---|---|
| 1 | What brought you to the site today?Multiple choice, OptionalChoices: Researching a product or service, Comparing options, Looking for help or support, Checking prices, Getting in touch, Just browsing | Multiple choice | Optional |
| 2 | How did you find us?Dropdown, OptionalChoices: Search engine, Social media, A link on another site, An ad, Someone told me about you, I typed the address, Other | Dropdown | Optional |
| 3 | Did you find what you were looking for?Multiple choice, RequiredChoices: Yes, Partly, No | Multiple choice | Required |
| 4 | What were you looking for?Long answer, Optional | Long answer | Optional |
| 5 | Which device are you using?Multiple choice, OptionalChoices: Phone, Tablet, Laptop or desktop | Multiple choice | Optional |
Page 2: Using the site
Why we ask: To find the pages and features that slow people down, so we fix those first.
| No. | Question | Answer type | Required? |
|---|---|---|---|
| 6 | How easy was the site to use?Rating, OptionalScale of 1 to 5 | Rating | Optional |
| 7 | What was confusing or frustrating?Long answer, Optional | Long answer | Optional |
| 8 | How would you rate these parts of the site?Matrix, OptionalChoices: Poor, Fair, Good, Excellent, Did not useRows: Menus and navigation, Search, Page loading speed, Text you can read easily, Look and feel, Using it on a phone | Matrix | Optional |
| 9 | Page with an issue (optional)Link, Optional | Link | Optional |
| 10 | If you could change one thing about the site, what would it be?Long answer, Optional | Long answer | Optional |
| 11 | Email (if you'd like us to follow up)Email, Optional | Optional |
How the logic works
- Shows “What were you looking for?” when “Did you find what you were looking for?” is not “Yes”
- Shows “What was confusing or frustrating?” when “How easy was the site to use?” is 3 or less
What people see after sending
Thanks!
Your feedback helps us make the site better for everyone.
Built in
- Multiple pages
- Conditional logic
- Hidden fields
Hidden fields it reads from the link: page_url
Who it's for
- Small businesses checking whether their site answers customers' questions
- Agencies collecting visitor feedback on a client site after launch
- Marketers testing a new landing page with real visitors
- Schools and nonprofits that need people to find key information fast
When to use it
- In the weeks after a launch or a redesign
- When traffic looks fine but enquiries or sign-ups stay low
- On help and support pages, to learn which answers are missing
- Before you plan the next round of changes to the site
Make it yours
- Tag each page. Add ?page_url=/pricing (or the page's own path) to the form link you place on that page. The hidden field fills itself, so you can group feedback by page instead of guessing where a complaint started.
- Match the embed to the page. An inline form suits a dedicated feedback page, a slider from the side of the screen stays out of the way on articles, a popup suits a short visit and a full-page form suits a link in your newsletter. All four embed modes come with every plan.
- Keep the survey off checkout and sign-up pages. Someone halfway through paying or registering has one job, and an extra form there costs more than it tells you. Help pages and long articles are calmer spots.
- Watch the phone row in the grid. The Summary tab lists each row with the count and share for every column, so if "Using it on a phone" collects a lot of Poor answers, it stands out at once.
- Check how the survey itself performs. The built-in analytics show views, starts, completions and an approximate drop-off, set no cookies and never store IP addresses.
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 website feedback survey ask?
Ask why people came, whether they found it and what got in the way. Then rate the parts you can change, such as navigation, search, speed and the phone layout, and finish with the one thing they would change. Keep most questions optional so a quick visitor still answers.
Can I show the website survey as a popup?
Yes. You can embed the form as a popup, a slider that slides in from the side, an inline block inside a page or a full page. Pick the one that interrupts least on the page where you place it.
Is there a website survey example I can download?
Yes. There is a printable PDF in US Letter and A4 and an editable Word file. They are handy for user testing sessions, where you watch someone use the site and then hand them the questions on paper.
How should I change this form for my kind of website?
Edit the first question's reasons. A shop might add "Tracking an order", a clinic "Booking an appointment" and a nonprofit "Finding out how to volunteer". Then rename the grid rows to the parts of your site people actually use.
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Start from a template, finish with your form
Sign up for free, pick a template and change anything you like: questions, logic and design. The Free plan stays free forever, with unlimited responses.