Customer satisfaction survey
Get feedback from your customers with this customer satisfaction survey. Ask about issue resolution, response time, overall satisfaction, and recommendations. This template uses a combination of rating scales, NPS™, and open-ended comment fields. Easily customize the template, and share it with a link, or embed in emails. Stay on top of your KPIs.
Sharing your survey
Your survey needs to find the customer, rather than the other way around. There are several ways to make that happen:
Unique link
Create a unique shareable link, like acme.formcrafts.com/satisfaction-survey. You can add this link to important pages, or drop it in comments.
Email embed
You can also directly embed the survey in emails which are sent out, for example, after ticket resolution. When the customer clicks on Yes / No their feedback is already recorded.
Some tips to improve your survey
Use skip logic to ask customers to elaborate when a section gets a low rating.
Experiment with the Likert scale to see if it works better than the rating scale.
Add demographic questions if your customers are globally distributed.
Share the survey after a recent customer interaction, like a resolved support ticket.
Don't exceed 10 fields. This is not an evaluation form.
Timeseries NPS analysis
Survey analysis can help you understand your data better. You can run an analysis on the NPS field in this form to understand how your NPS score has changed over time, and also see a breakdown of promoter, passives, and detractors.
Engagement and drop-off analysis
Engagement analysis helps you understand how users interact with the CSAT survey template. See which step they spend the most time on or drop off from. Use this data to improve the form, making it smoother and easier to complete.
Integrate with other tools
Formcrafts integrates with many tools, like Zendesk, HubSpot, Salesforce, etc ... You can connect this template to Zendesk and it will update tickets with survey responses. You can use the HubSpot integration and create timeline events on contact records.
Common questions
Can I customize the questions in the survey template?
Yes, our template is fully customizable. You can add, remove, or edit questions to better suit your specific needs. In addition, you can also add images, videos, and other media.
Can I track who has completed the survey and who hasn’t?
Yes, Formcrafts keep a record of all visitors to your survey, along with the response rate, time spent, drop-offs, visitor source, and much more.
Can I export the survey results for further analysis?
Yes, you can export the survey data in various formats, such as CSV or Excel, for further analysis.
Can I get assistance in setting up my survey?
We have comprehensive documentation for every step of your survey process, from creation to analysis. We also have a dedicated support team ready to assist you with any questions or issues.
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