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Customer satisfaction survey
For businesses that want a number they can track month to month, not just comments. It asks three common scoring questions (satisfaction, likelihood to recommend and effort), plus one open question about why. Answers are stored so the scores take one formula each.
Copies the form into your account after you sign in with Google. You can change anything before publishing.
Customer satisfaction survey· preview, nothing is sent
Columns in your Google Sheet
Each response becomes one row with these columns.
| _submission_id | _submitted_at | _form_version | How satisfied are you with our service overall? | How likely are you to recommend us to a friend or colleague? | How easy was it to get what you needed? | What was your most recent contact with us about? | What is the main reason for your scores? | You may contact me about my answers. | Email (only if you ticked the box above) |
|---|
What this form asks, and why
- How satisfied are you with our service overall?required The CSAT question. Five labelled steps, so 'satisfied' means the same to everyone.
- How likely are you to recommend us to a friend or colleague?required The standard 0–10 recommendation question. Stored as a number, so COUNTIF can sort scores into promoters and detractors.
- How easy was it to get what you needed? Shows friction that a high satisfaction score can hide.
- What was your most recent contact with us about? Lets you compare scores for support and for billing, not only the overall score.
- What is the main reason for your scores? One open question gets more answers than several.
- You may contact me about my answers. TRUE/FALSE, so you only reach out to people who asked for it.
- Email (only if you ticked the box above) Optional and only needed if the box above is ticked, so the survey can stay anonymous.
Fields people often add
- Order or ticket number
- Customer since (year)
- Product or plan used
Common mistakes
- Averaging the satisfaction answers: CSAT is the share of 'Very satisfied' plus 'Satisfied' answers out of all answers, neutrals included. Two COUNTIFs on the label, divided by the response count.
- Averaging the 0–10 scores: Net Promoter Score (NPS®) is the percentage of 9s and 10s minus the percentage of 0–6s, so it runs from −100 to +100. Use COUNTIF(column, ">=9") and COUNTIF(column, "<=6") over the count.
- Changing the scale halfway through: scores before and after stop being comparable. The _form_version column tells you which version each answer came from.
- Surveying only happy customers (for example, after a 5-star review): the score then measures who you asked.
Share it or put it on your site
Publish to get a link on freelyforms.link, or embed it on your website. Responses go to your Google Sheet.
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