User Satisfaction Survey + Sample Questionnaire Template

User satisfaction survey questions is a questionnaire to understand how satisfied a customer is with the product/service they are using. This survey aims to identify the perceptions of the users with regards to their experience while using the product/service. Such a survey can enable businesses to understand views of the users about their product/service and hence try to improve certain areas which can help them to keep these customers loyal and may be even promote it.

User satisfaction is as an important attribute that is extracted from a product or service after its usage. Nowadays the competition in the market for all kinds of businesses is increasing and hence, all businesses have to keep up with the competition to keep their users satisfied. According to the local consumer survey, 92% of the users trust recommendations made by a family or friend. 93% of the respondents stated they turn to online reviews to decide if the product/service is good. Word of mouth is considered to be a key influencer by 74% of this audience. Such recommendations or reviews are achieved only if the user is satisfied with the product/service. It is said that experience is going to be the key differentiator by 2020, not the price or the product but how satisfied a customer is going to be with the experience provided. Hence a user satisfaction sample survey template can be helpful for businesses to stay ahead in the game and build those loyal customer and may be even brand ambassadors.

Following are the questions to gather perceptions of the user about the product/service and their level of satisfaction.

Considering your complete experience with us, how likely would you be to recommend our product/service to a friend or colleague?
«Very UnlikelyVery Likely»
How satisfied are you with the following:
Very dissatisfied Not satisfied Neutral Satisfied Very satisfied
Quality of product/service
Responsiveness to your questions
Customer support availability
Features of the product/service
Payment process
User Friendliness of the product/service
Staff knowledge about the product/service
Overall how much would you rate us for the following, on a scale of 1 to 5?
Quality of product/service
Responsiveness to your questions
Customer support availability
Features of the product/service
Payment process
User Friendliness of the product/service
Understanding your requirements
Overall product/service
How would you describe our product/service? Select all that applies.
High quality
Value for money
Over priced
Not practical
User friendly and easy
Poor quality

How many times have you recommended our product/service to your friends/colleagues?
I Don't want to recommend
I want to, but not done yet
Once or twice
3- 4 times
5-10 times
More than 10 times
How often do you use our product/service?
Every day
Every couple of days
Every week
Every month
Every 3 months
Less often than 3 months
Don’t use it
How long have you been a customer with us?
Less than 6 months
6 months to a year
1-2 years
3 or more years
How often have you had any issues with our product/service?
Very often
How fast were your issues resolved?
Extremely fast
Somewhat fast
Not so fast
Never resolved
Not applicable
How likely are you to purchase any of our product/service again?
Extremely likely
Very likely
Somewhat likely
Not so likely
Not at all likely
In your own words, how would you describe your overall experience while using our product/service?
Do you have any other comments, suggestion or concerns which can help us to improve user experience?

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