Client Satisfaction Survey Template
A comprehensive satisfaction survey with CSAT scoring, NPS question, service dimension ratings, open-ended improvement questions, and renewal intent — designed to measure and improve client retention.
CLIENT SATISFACTION SURVEY
We value your feedback. This survey takes approximately 3 minutes.
1. Overall Satisfaction (CSAT)
How satisfied are you with our services overall?
[1 - Very Dissatisfied] [2] [3] [4] [5 - Very Satisfied]
2. Net Promoter Score
How likely are you to recommend us to a colleague? (0-10)
[0] [1] [2] [3] [4] [5] [6] [7] [8] [9] [10]
3. Service Dimensions (1-5 each)
Quality of work: [1-5]
Communication: [1-5]
Responsiveness: [1-5]
Strategic thinking: [1-5]
Value for money: [1-5]
4. What do you value most about working with us?
[Open text]
5. What one thing would you change?
[Open text]
6. How likely are you to continue working with us?
[Definitely will] [Probably will] [Unsure] [Probably won't] [Definitely won't]
How to Use This Template
Send at consistent intervals
Survey clients quarterly or at major milestones. Consistency makes trend analysis possible and sets client expectations.
Benchmark your scores
Track CSAT and NPS over time. Compare across clients, service types, and team members to identify patterns.
Follow up on every response
Thank respondents personally. For low scores, schedule a call within 48 hours. For high scores, ask for a testimonial or referral.
Close the feedback loop
Tell clients what you changed based on their feedback. This shows you listen and increases future response rates.
Customize in Dewx
Inside Dewx, the CX Hub automates satisfaction surveys on your schedule. Dew sends surveys, analyzes responses with AI, calculates CSAT and NPS, flags at-risk clients, and generates action plans. Your satisfaction dashboard updates in real time.
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Frequently Asked Questions
What is the difference between CSAT and NPS?
CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or deliverable on a 1-5 scale. NPS (Net Promoter Score) measures overall loyalty with one question: "How likely are you to recommend us?" on a 0-10 scale. Use CSAT for transactional feedback and NPS for relationship health. Both are valuable together.
What is a good client satisfaction score?
For CSAT, scores above 80% (4/5) are considered good, above 90% is excellent. For NPS, anything above 0 means more promoters than detractors. Scores above 30 are good, above 50 is excellent, above 70 is world-class. Industry benchmarks vary — compare against your sector, not global averages.
How do I increase survey response rates?
Keep surveys under 3 minutes (5-8 questions). Send from a person, not a generic address. Explain how feedback will be used. Send within 48 hours of the experience. Offer to share results or improvements made from feedback. Avoid survey fatigue by limiting to 1-2 surveys per quarter per client.
How does Dewx help measure client satisfaction?
Inside Dewx, the CX Hub automatically sends satisfaction surveys at key milestones. Dew analyzes responses using AI sentiment analysis, calculates CSAT and NPS scores, identifies at-risk clients, and generates action plans for improvement. Track satisfaction trends across all clients from a single dashboard.
Satisfaction, Measured
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