A customer satisfaction survey is a short questionnaire you send to customers to measure how happy they are with your product, service or support. It turns scattered impressions into a metric you can track over time and act on — usually a CSAT score, an NPS, or a few targeted open questions tied to a specific touchpoint.
What it’s used for
The job a satisfaction survey actually does is to convert anecdotes into evidence. It gives you a trackable score that flags drops before they become churn, surfaces operational themes (delivery, billing, onboarding) that show up across answers, points to the next product change worth shipping, opens a recovery loop with detractors, and produces a steady supply of quotes from promoters.
The most common formats
CSAT rates a single transaction (1–5). NPS measures overall loyalty (0–10). CES measures effort (« how easy was it? »). All three work well over email and can be combined with one open question.
Build your customer satisfaction survey with Mailpro
Start from the customer satisfaction survey builder, see the full guide on customer satisfaction surveys and use reminder emails to lift response rates.