A READY-TO-MAKE-YOURS SURVEY

Software customer satisfaction survey template

Explore our customizable Software Customer Satisfaction Survey template designed to help you gather valuable feedback effortlessly, improve user experience, and enhance your product based on real user insights.

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Use this template Free to customize. No code needed.

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A LITTLE GUIDANCE

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of your next ask.

A Customer Satisfaction (CSAT) survey measures how satisfied customers are with your products, services, or overall experience. It usually combines a satisfaction rating with open-ended feedback about what went well and what could improve.

Start with this customer satisfaction survey template, then customize the questions, rating scales, and branding to fit your business.

What is a Customer Satisfaction (CSAT) survey?

A CSAT survey asks customers to rate a specific experience, commonly on a five-point satisfaction scale. The CSAT score is the percentage of respondents who select a satisfied response. On a five-point scale, that usually means ratings of four or five.

To calculate it, divide the number of satisfied customers by the total number of responses and multiply by 100. For example, if 80 out of 100 customers rate their experience four or five, the CSAT score is 80%.

Why measure customer satisfaction?

Identify areas for improvement

CSAT surveys reveal specific pain points and areas where your product or service falls short, helping you prioritize improvements that matter most to customers.

Increase customer retention

Satisfied customers are more likely to stay loyal and make repeat purchases. By addressing issues identified in CSAT surveys, you can reduce churn and improve retention rates.

Improve product and service quality

Customer feedback provides direct input on what is working and what needs improvement, helping you decide where to invest in product development and service enhancements.

Build customer loyalty

When customers see that you are seeking their feedback and acting on it, it strengthens their connection to your brand and builds long-term loyalty.

Make informed decisions

Track performance over time, compare different touchpoints, and measure the impact of changes you make to improve the customer experience.

Key questions to include in your CSAT survey

A useful CSAT survey combines rating questions with space for honest, open-ended feedback.

1. Overall satisfaction

Ask customers to rate their recent experience. For example: “How satisfied are you with your recent experience?” with answers from very dissatisfied to very satisfied.

2. Likelihood to recommend

A recommendation question can complement CSAT by helping identify advocates. For example: “How likely are you to recommend our service to a friend or colleague?” Keep this measure separate from your CSAT calculation.

3. What did you like most?

An open-ended question captures positive feedback and highlights your strengths.

4. What could we improve?

Give customers room to identify specific issues and suggest changes you can act on.

5. Would you use our service again?

A yes-or-no question or rating scale helps you understand whether customers want to return.

Create your CSAT survey in three steps

1. Choose the template

Preview the real survey above, then select “Use this template” to make your own copy in Youform.

2. Customize questions and colors

Adjust the colors and adapt questions to your use case. Use conditional logic when different answers need different follow-up questions. Youform Pro also lets you add your logo.

3. Share and review your responses

Share a link or embed the survey on your website. Review the ratings and written feedback in your responses, then calculate your CSAT score and compare it over time.

Make it yours with Youform

Combine ratings and comments

Use rating or choice questions for comparison, then give people room to describe the experience in their own words.

Ask a useful follow-up

Use conditional logic to explore an answer in more detail when it needs explanation, without asking everyone the same extra questions.

Turn responses into a review

Read answers in Youform or connect Google Sheets for your own analysis. Look at written comments alongside scores before deciding what to change.

Start free with unlimited forms and responses, subject to fair use. See Youform plans and features for the details.

Frequently asked questions

What is a CSAT score and how is it calculated?

CSAT is the percentage of customers who give a satisfied response. Divide satisfied responses by all responses and multiply by 100. On a five-point satisfaction scale, ratings of four or five are usually counted as satisfied. If 80 of 100 respondents choose those ratings, your CSAT score is 80%.

How often should I send CSAT surveys?

For a purchase or support interaction, ask while the experience is fresh. For ongoing relationships, a monthly or quarterly check-in can help track trends. Choose a frequency that fits the relationship and avoid repeatedly surveying the same person after every small interaction.

What is a good CSAT score?

A useful benchmark depends on your industry, audience, and the experience being measured. Track your own score over time using the same question and scale, and read the written feedback to understand the reasons behind changes.

Can I customize the CSAT survey template?

Yes. Add or remove questions, change the rating scale, wording, and colors, and use conditional logic to ask relevant follow-up questions. Youform Pro also lets you add your logo. Review the real template above, then use it as a starting point for your own survey.

Is the CSAT template free?

Yes. Youform includes unlimited forms and responses on the free plan, within the fair usage guidelines. Pro adds capabilities such as custom domains, branding removal, payments, and partial submissions. See the pricing page for current plan details.

How do I analyze CSAT survey results?

Review the ratings alongside open-ended feedback. Calculate the share of satisfied responses, look for recurring themes, and compare results over time using the same rating scale. Pay attention to low ratings to identify problems and use positive feedback to understand what is working.

How many questions should a feedback form have?

Use the fewest questions that answer the decision you need to make. One clear rating and a useful follow-up can suit a single interaction. A broader review may need more questions, grouped around distinct parts of the experience.

Should feedback include a name or email address?

Collect contact details when a reply is part of the purpose, and explain that use. If you want anonymous feedback, review the form's questions and settings rather than assuming that omitting a name makes every response anonymous.

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