Template

Customer Feedback Form Template

A simple form for collecting useful customer feedback — short enough to complete, structured enough to act on.

Short version (3 questions)

1. How likely are you to recommend us? (0-10) — NPS-style
2. What's the main reason for your score? (open text)
3. What's one thing we could improve? (open text)

Longer version (post-purchase / post-support)

1. Overall satisfaction (1-5)
2. Speed of response (1-5)
3. Was your issue fully resolved? (yes / partly / no)
4. What went well? (open)
5. What could have been better? (open)
6. Anything else? (open)
7. Can we contact you about your feedback? (yes/no + email)

Design principles

• Under 2 minutes to complete
• Rating scales consistent (always 1-5 or always 0-10)
• Open questions optional, not forced
• Mobile-friendly layout
• Clear thank-you + what happens next

When to send

• After ticket resolution (within 24h)
• After onboarding completion (day 14)
• Quarterly relationship survey (key accounts)
• Post-purchase (product delivered + ~2 weeks)

What to do with feedback

• Review weekly — look for patterns, not single data points
• Close the loop with detractors within 48 hours
• Share quotes with the team — wins and losses
• Tie patterns to product / process improvements

Frequently asked questions

NPS or CSAT?

CSAT for transactional (after ticket). NPS for relationship (quarterly). Neither is enough alone — combine with open text.