Introduction
Customer satisfaction surveys are one of the most powerful tools in a CX leader’s arsenal. But asking the right questions is key to gathering meaningful, actionable insights.
In this blog, we share 10 must-ask Customer Satisfaction (CSAT) survey questions to help you measure, improve, and grow your customer relationships.
Why Asking the Right Questions Matters
- – Get honest, actionable feedback
- – Identify hidden friction points
- – Prioritize improvements based on customer needs
- – Drive higher retention and advocacy
Top 10 Customer Satisfaction Survey Questions
1. Overall Satisfaction
“How satisfied are you with your overall experience with [Company/Product]?”
Purpose: Measure general sentiment.
2. Product/Service Quality
“How would you rate the quality of [Product/Service]?”
Purpose: Identify perceived product strengths and weaknesses.
3. Problem Resolution
“How satisfied are you with how your issue/request was resolved?”
Purpose: Measure support effectiveness.
4. Ease of Use
“How easy was it to use [Product/Service]?”
Purpose: Assess user-friendliness and customer effort (connects to CES).
5. Customer Support Interaction
“How would you rate your interaction with our customer support team?”
Purpose: Evaluate service touchpoints.
6. Value for Money
“Do you feel [Product/Service] offers good value for the price?”
Purpose: Understand perception of cost vs benefit.
7. Likelihood to Recommend
“How likely are you to recommend [Company/Product] to others?”
Purpose: Classic NPS question for gauging loyalty.
8. Future Purchase Intent
“How likely are you to purchase from us again?”
Purpose: Predict repeat business potential.
9. Comparison with Alternatives
“How does [Company/Product] compare to other options you’ve used?”
Purpose: Benchmark against competition.
10. Open-Ended Feedback
“What could we do to improve your experience?”
Purpose: Gather qualitative insights directly from the customer’s perspective.
Tips for Effective CSAT Surveys
- – Keep it short and focused (5-10 questions max)
- – Use a consistent rating scale (e.g., 1-5 or 1-7)
- – Mix quantitative and qualitative questions
- – Follow up on feedback — don’t just collect it
How Zykrr Helps create effective CSAT Surveys
With Zykrr’s CXM platform, you can:
- 1. Design custom CSAT surveys effortlessly
- 2. Trigger surveys at the right customer journey moments
- 3. Analyze results in real time
- 4. Automate follow-ups based on satisfaction scores
Turn feedback into action with Zykrr. Request a demo
Frequently
Asked Questions
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How many questions should a CSAT survey include?
Ideally, keep it between 5–10 questions to maximize completion rates.
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What rating scale should I use for CSAT surveys?
Common scales are 1-5 or 1-7, with 5 or 7 indicating “very satisfied.”
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Can CSAT be used with NPS and CES together?
Absolutely! Combining CSAT, NPS, and CES gives a 360-degree view of customer experience.
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When should I send CSAT surveys?
Right after a key customer interaction — like a support call, purchase, or onboarding.
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Should I customize CSAT questions by industry?
Yes. Tailoring questions to your industry and customer journey ensures more relevant insights.
