Customer satisfaction survey template

This customer satisfaction survey asks recent buyers how their order went, in three short pages and about two minutes. It combines a recommendation score, targeted follow-up questions and a rating of key aspects of the experience.

What does this customer satisfaction survey measure?

It opens with the classic question of how likely the customer is to recommend you. Depending on the answer, they then say what disappointed them and what you could have done better, or what they liked most, choosing among product quality, delivery, price, customer service and the ordering process. A rating grid and a question about ordering again complete the picture, and an optional email field lets customers ask for a reply. As a post purchase survey, it captures feedback while the order is still fresh.

Who is it for?

• Online shops following up on every delivery
• Restaurants and caterers taking takeaway or event orders
• Wholesalers and B2B suppliers measuring client loyalty
• Marketing teams tracking satisfaction over time

How to adapt it in Mailpro

Edit the criteria and answer options to match your business, rewrite the introduction and add your logo and colours. The follow-up questions already use conditional logic, which you can extend. You can collect anonymous responses if you remove the email field, or tag contacts according to their answers to follow up with satisfied or disappointed customers. Share the survey by link, QR code on the receipt or in a Mailpro email after delivery; responses arrive in Mailpro.

Tips

• Send the survey a few days after delivery, once the customer has used the product.
• Keep the customer satisfaction survey questions few and focused on decisions you can act on.
• Reply personally to customers who left an email and reported a problem.
• Compare results month by month rather than reacting to a single answer.

Frequently asked questions

How is this order satisfaction survey different from a general one?

It focuses on one specific purchase, from ordering to delivery, which makes the feedback precise and actionable.

Can I use this customer satisfaction survey template for services?

Yes. Replace delivery and product criteria with aspects such as punctuality, expertise or communication.

Should the email field be mandatory?

No. Keeping it optional encourages honest feedback while still allowing customers who want a reply to leave their address.

Questions in this template

Your overall opinion

1. How likely are you to recommend us to a friend or colleague?

What went wrong?

1. What disappointed you? (several answers)
   Product quality · Delivery time · Price · Customer service · The website or the ordering process · Something else
2. What could we have done better?

What did you like?

1. What did you like most? (several answers)
   Product quality · Fast delivery · Good value for money · Friendly customer service · Easy ordering
2. Anything you would like to tell us?

A few more details

1. How would you rate…
2. Will you order from us again?
   Yes, definitely · Probably · Not sure · Probably not
3. Your email (optional, if you would like a reply)