Customer Feedback Survey Templates
Three customer feedback survey formats for different measurement goals. Covers NPS loyalty tracking, product satisfaction scoring, and post-purchase experience reviews — each designed for high completion rates.
NPS (Net Promoter Score) Survey
Best for: measuring overall customer loyalty and identifying promoters vs. detractors
Survey Title
How likely are you to recommend [Company] to a friend or colleague?
Question 1 — Core NPS
On a scale of 0-10, how likely are you to recommend [Company / Product] to a friend or colleague?
Question 2 — Open-ended Follow-up
What is the primary reason for your score?
Question 3 — Improvement
What could we do to improve your experience with [Company]?
Product Satisfaction Survey
Best for: identifying which product features delight vs. disappoint customers
Survey Title
Help us improve [Product Name] — 3 quick questions
Q1 — Overall Satisfaction
How satisfied are you with [Product Name] overall?
Very Dissatisfied → Very Satisfied
Q2 — Feature Rating
Which feature do you use most, and how would you rate it?
[Feature 1] / [Feature 2] / [Feature 3] — Rating 1-5
Q3 — Top Priority
What one thing would make [Product Name] indispensable for you?
Open text
Post-Purchase Experience Survey
Best for: e-commerce and SaaS onboarding — capture sentiment right after the first experience
Survey Title
How was your experience with [Company]?
Q1 — Purchase Experience
How easy was it to complete your purchase today?
1 = Very difficult, 5 = Extremely easy
Q2 — Expectation Match
Did [Product / Service] meet your expectations?
Exceeded / Met / Did not meet
Q3 — Discovery
How did you hear about [Company]?
[Google] / [Social Media] / [Referral] / [Other]
Q4 — Any Comments?
Is there anything else you'd like us to know?
Open text — optional
How to Use These Templates
Pick the right survey type
Use NPS for loyalty benchmarking, Product Satisfaction for feature feedback, and Post-Purchase for immediate experience capture.
Keep it under 5 questions
Every extra question reduces completion rates. Start with the minimum questions needed to get your core insight.
Time it correctly
Send post-purchase surveys within 24 hours. Send NPS surveys 30-60 days after onboarding when the customer has real experience.
Close the loop on every response
Follow up with detractors personally. Thank promoters. Act visibly on common feedback so customers know they were heard.
Customize in Dewx
Inside Dewx, tell Dew: "Send an NPS survey to all customers who signed up more than 30 days ago." Dew segments the audience, sends personalized surveys, collects responses, and surfaces a live NPS score in the CX Hub dashboard. Detractors are automatically flagged for follow-up.
Related Templates
Frequently Asked Questions
What is the ideal length for a customer feedback survey?
Keep surveys to 5-10 questions for the best completion rates. Every additional question beyond 5 reduces completion by roughly 10%. Focus on the specific insight you need most. A one-question NPS survey with an open-ended follow-up often outperforms a 20-question form.
When should I send a customer feedback survey?
Timing matters significantly. Send post-purchase surveys within 24-48 hours of delivery. Send NPS surveys 30-60 days after onboarding when customers have experienced your full product. Avoid surveys during billing cycles or after support escalations unless resolving the complaint.
What is the difference between NPS, CSAT, and CES?
NPS (Net Promoter Score) measures overall loyalty: "How likely are you to recommend us?" CSAT (Customer Satisfaction) measures satisfaction with a specific interaction. CES (Customer Effort Score) measures how easy it was to get something done. Use all three at different points in the customer journey.
How does Dewx help collect and act on customer feedback?
Dewx CX Hub sends automated feedback surveys at the right moments, aggregates responses into a live dashboard, and surfaces trends using AI. Dew identifies common complaints, flags at-risk customers, and suggests product improvements based on feedback patterns — so you close the loop faster.
Customer Insights, Automated
Simple, Transparent Pricing
Starting at $29/mo for solopreneurs. $79/mo for teams. All features included.
View pricingTurn Feedback Into Action
Dew sends surveys at the right time, aggregates responses, and flags at-risk customers before they churn.
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Dewx CX Hub automates customer feedback collection, tracks your NPS over time, and tells you exactly which customers need attention before they churn.