These templates can be tailored for various touchpoints, from post-purchase surveys to complaint resolution follow-ups. Scenarios illustrate how feedback can be applied in real-world situations.
Purpose: Collect general feedback about a product or service.
| Question | Response Options |
|----------------------------------------------------------------|----------------------------------------------|
| How satisfied are you with your recent experience? | [Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied] |
| How would you rate the quality of our product/service? | [1-5 Stars] |
| Did our team meet your expectations during your interaction? | [Yes / No] |
| What could we do to improve your experience? | [Open-ended response] |
| How likely are you to recommend us to a friend or colleague? | [0-10 Scale for Net Promoter Score (NPS)] |
Purpose: Gather feedback after a customer makes a purchase.
| Section | Example Content |
|----------------------------|-------------------------------------------------------------------------------------|
| Email Subject Line: | “How was your experience with [Product/Service Name]?” |
| Intro Paragraph: | “Thank you for your recent purchase! We value your opinion and would love to hear your thoughts.” |
| Questions: | 1. How would you rate the product quality? (1-5 stars)
2. Was the product delivered on time? (Yes/No)
3. What feature did you like the most? (Open-ended) |
| Call-to-Action: | “Share your feedback here: [Insert Link to Feedback Form].”* |
Purpose: Measure customer loyalty and likelihood of recommending your business.
| Question | Response Options |
|----------------------------------------------------------------|----------------------------------------------|
| How likely are you to recommend us to a friend or colleague? | [0 (Not Likely) to 10 (Extremely Likely)] |
| What’s the main reason for your score? | [Open-ended response] |
Follow-Up Action:
- Promoters (9–10): Send a thank-you email and invite them to leave a public review.
- Passives (7–8): Ask for suggestions on how to improve their experience.
- Detractors (0–6): Follow up with a personal email or call to resolve their concerns.
Purpose: Assess customer satisfaction after resolving a complaint.
| Email Subject Line: | “Was your issue resolved to your satisfaction?” |
| Questions: | |
| 1. How satisfied were you with how your issue was handled? | [Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied] |
| 2. Was your issue resolved promptly? | [Yes / No] |
| 3. What could we have done better? | [Open-ended response] |
| Thank You Message: | “Thank you for your feedback. We’re always looking to improve our customer service!” |
Purpose: Gather insights to improve existing products or develop new ones.
| Question | Response Options |
|----------------------------------------------------------------|----------------------------------------------|
| What features of the product do you use most frequently? | [Open-ended response] |
| Are there any features or improvements you’d like to see? | [Open-ended response] |
| How would you rate the value for the price of this product? | [1-5 Stars] |
| Would you purchase this product again? | [Yes / No] |
Purpose: Measure the performance of customer support interactions.
| Question | Response Options |
|----------------------------------------------------------------|----------------------------------------------|
| How satisfied are you with the support you received? | [Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied] |
| Did our team resolve your issue effectively? | [Yes / No] |
| Was our representative polite and professional? | [Yes / No] |
| How can we improve our support service? | [Open-ended response] |
Purpose: Gather attendee feedback after hosting an event.
| Question | Response Options |
|----------------------------------------------------------------|----------------------------------------------|
| How would you rate the overall event experience? | [1-5 Stars] |
| What was your favorite part of the event? | [Open-ended response] |
| Was the event well-organized? | [Yes / No] |
| Would you attend a similar event in the future? | [Yes / No] |
Situation:
A customer purchases a new smartphone and receives a follow-up email asking for feedback.
Action:
- If feedback is positive, thank the customer and ask for a public review.
- If feedback is negative (e.g., battery life issues), respond immediately, offer troubleshooting steps, or arrange a replacement.
Outcome:
Improves product satisfaction and retains customer loyalty.
Situation:
A customer rates your service a 4/10 on an NPS survey, citing slow delivery times.
Action:
- Apologize and explain the reason for the delay (e.g., supply chain issues).
- Offer a discount or expedited shipping on their next order.
Outcome:
Converts an unhappy customer into a loyal one.
Situation:
A tech company uses a product improvement survey and finds that users want a simpler interface.
Action:
- Implement UI changes and notify users of the update, thanking them for their input.
Outcome:
Enhances user satisfaction and engagement.
Situation:
A customer contacts support about a billing issue. After resolution, they’re asked to complete a feedback form.
Action:
- If feedback indicates dissatisfaction, follow up personally to address lingering concerns.
Outcome:
Builds trust and identifies training opportunities for customer service agents.
Situation:
Your company hosts a webinar, and attendees are asked to complete a feedback survey.
Action:
- Use positive responses as testimonials in future marketing.
- Address complaints (e.g., “The webinar was too long”) by adjusting event formats.
Outcome:
Improves future events and increases attendee satisfaction.