{"id":2091,"date":"2021-11-30T13:12:24","date_gmt":"2021-11-30T13:12:24","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=2091"},"modified":"2025-04-15T11:38:03","modified_gmt":"2025-04-15T11:38:03","slug":"8-real-life-customer-survey-examples","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/8-real-life-customer-survey-examples\/","title":{"rendered":"8 Real-life Customer Survey Examples"},"content":{"rendered":"\n

Are you looking for customer survey examples to improve how you collect customer feedback?<\/p>\n\n\n\n

Let\u2019s face it – Sometimes the quickest way to learn to design customer surveys is through the experience of other brands that have nailed their feedback surveys already.<\/p>\n\n\n\n

And so, in this article, you\u2019ll find 8 inspiring real-life customer survey examples from some small and big, companies, and be able to see how they do it. <\/p>\n\n\n\n

But let\u2019s take a step back, and gain some info on the types of customer surveys you\u2019ll see in this article. <\/p>\n\n\n\n\n\n

The 3 Types Of Customer Satisfaction Surveys<\/h2>\n\n\n\n

Customer satisfaction surveys, as the name suggests, are surveys used to figure out whether or not the customers are satisfied with your product or service (and why). However, there\u2019s no one survey type to accurately uncover each aspect of customer satisfaction at each point of the customer journey. So instead, you\u2019ll have to run multiple types of surveys.<\/p>\n\n\n\n

However, these three are the most popular customer surveys used to understand user satisfaction levels:<\/p>\n\n\n\n

1. CSAT<\/h4>\n\n\n\n

A customer satisfaction score (CSAT)<\/a> survey uncovers how satisfied the customers are with your product, service, or the overall experience you provide. Typically, these surveys are sent to know customers\u2019 attitudes towards your business as a whole or to measure satisfaction at crucial interaction points (such as customer service, sales chat, billing, etc.)<\/p>\n\n\n\n

For example, here\u2019s a CSAT survey to understand customer satisfaction with your product in general:<\/p>\n\n\n

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\"CSAT<\/figure><\/div>\n\n\n

Once people start responding to this survey, the CSAT survey tool<\/a> calculates the CSAT score in real-time. And by the end of the survey, you\u2019ll know how satisfied or unsatisfied the customers are.<\/p>\n\n\n\n

In case you use a manual method (like sending a Google Form to get customer feedback) instead of a specific tool (like Refiner), this is the formula to find CSAT score:<\/p>\n\n\n\n

CSAT score (in %) = (The number of satisfied customers (i.e., people who choose option 4 or 5 on the 5-point CSAT scale) \/ Number of total survey responses) x 100 <\/p>\n\n\n\n

Related Read<\/strong>: What is a good CSAT score?<\/a><\/p>\n\n\n\n

2. NPS<\/h4>\n\n\n\n

NPS<\/a> (or Net Promoter Score) surveys are used to measure customer loyalty by finding customers\u2019 likeliness to recommend your product or service. [NPS<\/em> is a registered trademark of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.]<\/p>\n\n\n\n

Just like CSAT survey questions, you can ask different NPS questions<\/a> at different points to see the impact of specific interactions on customer loyalty.<\/p>\n\n\n\n

And of course, you can send a general NPS survey, like this one:<\/p>\n\n\n

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\"NPS<\/figure><\/div>\n\n\n

To calculate net promoter score manually, this is the formula:<\/p>\n\n\n\n

NPS = [(Number of promoters \u2013 Number of detractors) \/ (Total number of respondents)] x 100<\/p>\n\n\n\n

Here, promoters are the happy and loyal customers who choose 9 or 10 on the NPS scale. On the opposite side are the detractors, who show their unhappiness by choosing between 0 and 6.<\/p>\n\n\n\n

Find out more:<\/strong> How to evaluate NPS<\/a><\/p>\n\n\n\n

3. CES<\/h4>\n\n\n\n

Customer effort score (CES) surveys<\/a> reveal how easy or difficult it is to use\/interact with your product or service and its features. These surveys are generally used to make UI\/UX improvements.<\/p>\n\n\n\n

Here\u2019s a common CES survey question companies ask (typically through an in-app widget<\/a>) after a user interacts with a new feature:<\/p>\n\n\n

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\"CES<\/figure><\/div>\n\n\n

To find the customer effort score (CES), use this formula:<\/p>\n\n\n\n

CES  = Total sum of responses \/ Number of responses<\/p>\n\n\n\n

The 5 Types Of Customer Satisfaction Survey Questions<\/a> (With Examples)<\/h2>\n\n\n\n

All customer survey examples you\u2019ll see further will be using one or a combination of the following five types of questions (and the three survey types mentioned above):<\/p>\n\n\n\n

1. Binary-scale question<\/h3>\n\n\n\n

These are yes\/no questions, wherein users have to choose from two opposite options to answer.<\/p>\n\n\n\n

Example Question:<\/strong> Are you satisfied with our customer service?<\/p>\n\n\n\n

Example Options:<\/strong> \ud83d\udc4d or \ud83d\udc4e<\/p>\n\n\n\n

2. Rating (or ordinal) question<\/h3>\n\n\n\n

The user has to give a rating on a scale of 1-5 or 1-10 to answer a rating question.<\/p>\n\n\n\n

For example, Amazon sends a rating question to understand more about their sellers:<\/p>\n\n\n

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\"Rating<\/figure><\/div>\n\n\n

3. Likert scale question<\/h3>\n\n\n\n

A Likert scale is a five or seven-point scale with options ranging from one extreme attitude to the opposite extreme attitude. Users have to choose the option that best describes their attitude as the answer to the asked question.<\/p>\n\n\n\n

For example, here, the users can choose between \u201cVery unsatisfied\u201d and \u201cVery satisfied\u201d as the answer, depending on how much they like the product:<\/p>\n\n\n

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\"Likert<\/figure><\/div>\n\n\n

4. Multiple-choice question<\/h3>\n\n\n\n

In multiple-choice questions, you can label multiple options and allow users to select more than one option as an answer.<\/p>\n\n\n\n

For example, this survey question asks the user\u2019s job role for customer segmentation<\/a> and gives multiple options:<\/p>\n\n\n

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\"Multiple<\/figure><\/div>\n\n\n

5. Open-ended question <\/h3>\n\n\n\n

Open-ended questions give users the needed space to express their opinion in-depth. <\/p>\n\n\n\n

For example, let\u2019s say someone gives a rating of three or less on your \u201cHow satisfied are you with the recent customer support interaction?\u201d question. Then, you can add a follow-up open-ended question like, \u201cHow can we make your customer support experience better?\u201d and give the user some space to type their answer.<\/p>\n\n\n\n

33 (Specific) Customer Satisfaction Survey Questions To Ask Your Customers<\/h2>\n\n\n\n

Below are some of the questions you can consider asking while designing your customer surveys. I\u2019ve divided the questions for specific goals to make things easier for you.<\/p>\n\n\n\n

Note:<\/strong> Refer to our \u201cHow to Survey Your Users<\/a>\u201d article in case you don\u2019t understand the context behind the questions. I\u2019ve discussed them in-depth there.<\/p>\n\n\n\n

To make customer segmentation easier:<\/h3>\n\n\n\n