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Customer Satisfaction & Loyalty Diagnostic Survey

Tracks overall satisfaction, satisfaction with specific product and service attributes, and likelihood to recommend, then prioritizes which fixes matter most with a trade-off ranking. An AI follow-up interview digs into the real story behind each respondent's satisfaction score. Built for product, CX, and support teams running quarterly or post-interaction pulse checks.

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샘플 질문

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질문 14개 · 약 7분
Q01
메시지

Thanks for taking a few minutes to share your experience with us! Your honest feedback shapes what we fix next. Your responses are completely confidential and anonymized. This should take about 8 minutes.

Q02
의견 척도필수

Overall, how satisfied are you with your experience over the last 3 months?

척도: 1 – 10
최소:Very dissatisfied최대:Very satisfied
Q03
매트릭스필수

How satisfied are you with each of the following?

5개 행 × 5개 열
  • Product quality
  • Customer support
  • Ease of use
  • Value for money
  • Reliability
열: Very dissatisfied · Dissatisfied · Neutral · Satisfied · Very satisfied
Q04
의견 척도필수

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q05
객관식필수

In the last 30 days, how often did you use our product or service?

  • Not at all
  • A few times
  • Weekly
  • Several times a week
  • Daily
Q06
객관식

In the last 3 months, did you contact customer support?

  • No, never needed to
  • Yes, once
  • Yes, a few times
  • Yes, frequently
Q07
최선·최악 선택형(MaxDiff)필수

If we could only fix a few things, which would matter most to you?

  • Faster customer support response times
  • Lower price or better value
  • More features or capabilities
  • Better documentation or self-help resources
  • More reliable performance (fewer outages/bugs)
  • Simpler, more intuitive interface
  • Better onboarding for new users
세트별 최선·최악 선택최선:Most important to fix최악:Least important to fix
Q08
객관식

In the last 3 months, have you actively looked into or tried an alternative to us?

  • Yes, and I've partly or fully switched
  • Yes, but I'm still with you
  • No, haven't looked
  • Not sure
Q09
AI 인터뷰

Reconstruct the specific experience behind the respondent's overall satisfaction score: ask for a concrete recent moment (good or bad) that explains the number they gave, not a general impression. If they scored low (6 or below on the satisfaction or recommend questions), probe what almost made them leave or what would need to change to earn a higher score. If they scored high, probe what specifically earns their loyalty and whether it's fragile (price-dependent, one team member, etc.). Always tie back to the priority they picked as most important to fix and ask what 'fixed' would actually look like to them.

Q10
장문형

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

Q11
메시지

Just a couple of quick optional questions so we can spot patterns across different types of customers.

Q12
객관식

How long have you been a customer?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q13
객관식

Which best describes your role in the decision to use us?

  • I'm the primary decision-maker
  • I'm one of several decision-makers
  • I use it but didn't choose it
  • Prefer not to say
Q14
메시지

Thank you for sharing your experience! Your ratings and comments feed directly into our roadmap prioritization, and your follow-up interview responses go straight to the team working on the issue you flagged.

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

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이 템플릿을 선택하는 이유

  • Tracks overall satisfaction, attribute-level satisfaction, and recommend likelihood, then uses a trade-off max-diff ranking to show which fixes actually matter most
  • Pairs every satisfaction score with an AI follow-up interview that reconstructs the specific experience behind that respondent's rating, so you get the 'why' not just the number
  • Includes usage frequency, support contact history, and competitor-switching behavior questions to segment satisfaction against real context, plus an open-ended catch-all for anything the structured questions missed
  • Closes with role and tenure questions so product, CX, and support teams can cut results by customer segment, and a closing message explaining how the data will be used

Jotform

200+ Customer Satisfaction Evaluation Forms

This is a directory of 200+ customer satisfaction form templates rather than a single ready-to-field survey, so evaluating it means picking and customizing one of many generic layouts. It's built on Jotform's drag-and-drop form builder, which is strong for basic data collection but not purpose-built for satisfaction/loyalty diagnostics.

잘하는 점

  • Large variety of templates to choose from for different use cases
  • Easy drag-and-drop customization typical of Jotform's builder
  • Familiar form-based UX for respondents

아쉬운 점

  • A template directory, not a single validated survey instrument, so there's no built-in trade-off prioritization or diagnostic structure
  • Static form fields only — no adaptive follow-up questioning to probe the story behind a score
  • No automated per-response quality scoring or AI-generated reporting

QuestionPro

Customer satisfaction survey questions | Customer satisfaction survey example

QuestionPro offers a ready-to-use customer satisfaction template with sample question sets and guidance on survey design. It's a mature, fielding-ready survey but relies on standard fixed-choice and rating question types rather than conversational follow-up.

잘하는 점

  • Established survey platform with broad question-type support and reporting dashboards
  • Template includes example question wording and structure guidance
  • Supports standard satisfaction metrics like CSAT and NPS-style questions

아쉬운 점

  • No adaptive AI interview to dig deeper into individual responses — follow-ups, if any, are static branching logic, not conversational probing
  • No published methodology for how questions were validated or scored
  • Lacks a built-in trade-off ranking mechanism for prioritizing which fixes matter most

SurveyMonkey

Customer Satisfaction Survey Template

SurveyMonkey's template is a well-known, easy-to-deploy customer satisfaction survey with standard rating and open-text questions. It benefits from SurveyMonkey's broad distribution and analytics tools but is a static questionnaire rather than an interactive diagnostic.

잘하는 점

  • Widely used, easy-to-launch template with strong brand recognition
  • Solid built-in analytics and benchmarking tools
  • Simple respondent experience across devices

아쉬운 점

  • No AI-driven follow-up interview to reconstruct the story behind a satisfaction score — responses are limited to what's pre-written
  • No trade-off/max-diff style prioritization to identify which issues matter most
  • No transparent, auditable prompt methodology or automated quality scoring per response

SurveySparrow

FREE Customer Satisfaction Survey Template

SurveySparrow markets a free, conversational-style customer satisfaction template that presents questions one at a time for a more chat-like feel. It's still a fixed-question flow rather than an AI-adaptive interview, so the 'conversational' framing is about UI presentation, not dynamic probing.

잘하는 점

  • Conversational, one-question-at-a-time UI that can improve completion rates
  • Free template available to start quickly
  • Mobile-friendly presentation style

아쉬운 점

  • Conversational UI is scripted, not adaptive — it can't generate genuine follow-up questions based on a respondent's specific answer
  • No trade-off ranking feature to prioritize which fixes matter most
  • No automated per-response quality scoring or AI-generated diagnostic reporting

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