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すべてのテンプレート
Customer Experience

Returning Customer Satisfaction & Loyalty Drivers Survey

Measures how satisfied repeat customers are with their most recent purchase or interaction, what keeps them coming back, and early signs of switching risk. An AI follow-up interview digs into the real story behind their satisfaction rating and any hesitation to stay loyal, surfacing specifics a scale alone can't capture. Built for retention and CX teams tracking existing customers rather than first-time buyers.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全12問・約7分
Q01
メッセージ

Thanks for being a returning customer! We'd love to hear how things have been going lately. Your responses are completely confidential and anonymized. This will take about 5 minutes and your honest feedback helps us serve you better.

Q02
選択式必須

In the past 12 months, how many times have you purchased from us?

  • Once
  • 2-3 times
  • 4-6 times
  • 7 or more times
Q03
オピニオンスケール必須

Overall, how satisfied were you with your most recent purchase or interaction with us?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q04
オピニオンスケール必須

How likely are you to recommend us to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q05
マトリクス必須

Thinking about your recent experience, how much do you agree with each statement?

4行 × 5列
  • The product/service quality met my expectations
  • Customer service was helpful when I needed it
  • I feel I get good value for what I pay
  • It's easy to reorder or come back as a customer
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
選択式必須

What is the main reason you keep coming back to us instead of trying alternatives?

  • Product/service quality
  • Price or value
  • Convenience or habit
  • Customer service experience
  • Trust built over time
  • Lack of a better alternative
Q07
ベスト・ワースト選択（MaxDiff）必須

When deciding whether to keep buying from a company like us, which of these factors matter most and least to you?

  • Product/service quality
  • Price
  • Customer service responsiveness
  • Ease of ordering or reordering
  • Loyalty rewards or perks
  • Delivery/fulfillment speed
  • Consistency across visits
  • Brand trust and reputation
各セットで最も良いもの・最も悪いものを選択最も良い:Matters most最も悪い:Matters least
Q08
選択式必須

In the last 90 days, have you seriously considered switching to a competitor?

  • Yes, seriously considered it
  • Briefly thought about it
  • No, haven't considered it
Q09
AIインタビュー

Reconstruct the real story behind this customer's satisfaction rating and repeat-purchase behavior: ask what specifically happened in their most recent interaction that shaped how they feel, anchoring on the rating they gave. If they said they've considered switching to a competitor, probe what triggered that thought, what almost pushed them to leave, and what would need to change to remove that doubt entirely. If their rating was high, probe whether there's anything that could still make them leave despite feeling satisfied.

Q10
自由回答（長文）

Is there anything else about your recent experience with us you'd like us to know?

Q11
選択式

Which age range do you fall into?

  • Under 25
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
  • Prefer not to say
Q12
メッセージ

Thank you for sharing your experience! Your answers will be combined with feedback from other returning customers to shape improvements to our products and service.

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Goes beyond a single satisfaction score with an AI follow-up interview that reconstructs the real story behind each customer's rating and any hesitation to stay loyal — something a static scale or matrix question can't surface.
  • Purpose-built for repeat customers, not first-time buyers: it opens by asking purchase frequency, then uses a matrix, max-diff on loyalty factors, and a direct switching-risk question to map retention drivers specifically.
  • Combines quantitative structure (opinion scales, matrix, max-diff, multiple choice) with open-ended long-text and adaptive AI probing in one flow, then auto-generates a report so CX teams don't have to manually code responses.
  • Transparent prompts mean retention teams can see exactly what the AI asked and why, rather than trusting a black-box scoring or sentiment engine.

SurveyMonkey

Customer Satisfaction Survey Template For Returning Customers

This is a directly comparable, purpose-built template for returning customers, matching QuestionPunk's audience focus. It's a fielding-ready static survey template rather than an interview experience, so it relies entirely on fixed questions to capture loyalty drivers. SurveyMonkey's broader survey platform (logic, panel access, benchmarking) is a genuine strength for teams already in that ecosystem.

優れている点

  • Explicitly targeted at returning/repeat customers rather than generic CSAT
  • Backed by a large, established survey platform with broad distribution and logic features
  • Likely offers benchmarking against SurveyMonkey's own template library

物足りない点

  • Static question set with no adaptive follow-up — can't dig deeper into an individual's specific hesitation or switching risk
  • No voice AI interview or guided screen-share task option
  • No transparent, per-response AI methodology or automated quality scoring

Jotform

200+ Customer Satisfaction Evaluation Forms

This is a category/directory page listing many generic satisfaction and evaluation forms, not a single fielding-ready survey built for returning customers or loyalty risk. It's useful for browsing form ideas but requires the user to pick and customize a form rather than deploying a purpose-built loyalty instrument. Jotform's strength is form-building flexibility and volume of templates, not depth of insight per response.

優れている点

  • Very large template library with broad customization options via drag-and-drop form builder
  • Likely supports embedding, file uploads, and integrations typical of Jotform forms

物足りない点

  • No template specifically designed for repeat-customer loyalty or switching-risk detection
  • Static form fields only — no adaptive AI interview or follow-up probing
  • No automated per-response quality scoring or AI-generated insight report

QuestionPro

Customer satisfaction survey questions | Customer satisfaction survey example

A general-purpose customer satisfaction template covering standard CSAT questions, not specifically tailored to returning customers or loyalty/switching risk. It's fielding-ready as a static questionnaire and benefits from QuestionPro's broader research-platform features like advanced logic and analytics dashboards. It lacks the retention-specific structure (repeat purchase frequency, switching-risk questions) that QuestionPunk's template centers on.

優れている点

  • Backed by a mature research platform with advanced skip logic and reporting dashboards
  • Broad question library covering many CSAT use cases beyond just returning customers

物足りない点

  • Not specifically structured around repeat-customer loyalty drivers or switching risk
  • No adaptive AI follow-up interview to probe the reasoning behind a satisfaction score
  • No voice AI interview option or guided task with screen share

SurveySparrow

FREE Customer Satisfaction Survey Template

A generic, free CSAT template rather than one focused on returning customers or loyalty/retention signals specifically. SurveySparrow is known for conversational, chat-style survey formats, which makes the experience feel more human than a plain form, but it still relies on pre-set questions rather than true adaptive interviewing. No mention of switching-risk or repeat-purchase-specific question design.

優れている点

  • Conversational, chat-like survey UI that can feel more engaging than a traditional form
  • Free template lowers the barrier to quick deployment

物足りない点

  • Conversational format is scripted, not adaptive — it can't generate real-time follow-up questions based on an individual's answer
  • No specific focus on returning-customer loyalty drivers or switching-risk detection
  • No automated per-response quality scoring or transparent AI prompt methodology

よくあるご質問

「Returning Customer Satisfaction & Loyalty Drivers Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が12問含まれており、最初の設問は次のとおりです：「Thanks for being a returning customer! We'd love to hear how things have been going lately. Your responses are completel…」・「In the past 12 months, how many times have you purchased from us?」・「Overall, how satisfied were you with your most recent purchase or interaction with us?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、12問を約7分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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