Q01
Message
All templates
Customer Relationship & Satisfaction Deep-Dive
Maps how customers rate your product, support, and value over time, then pinpoints what actually drives loyalty versus churn risk. An AI follow-up interview digs into the specific moment behind each customer's satisfaction score, surfacing concrete stories your dashboard numbers can't. Built for CX, product, and account teams running quarterly or post-milestone customer reviews.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
12 questions · ~7 min
Q02
Multiple ChoiceRequired
How long have you been a customer with us?
- Less than 3 months
- 3-11 months
- 1-2 years
- 3-5 years
- More than 5 years
Q03
Opinion ScaleRequired
Overall, how satisfied are you with your experience as a customer so far?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q04
MatrixRequired
How would you rate us on each of the following?
5 rows × 5 columns
- Product or service quality
- Value for the price
- Ease of doing business with us
- Responsiveness of support/service
- Reliability and consistency
Columns: Poor · Fair · Good · Very good · Excellent
Q05
Opinion ScaleRequired
How likely are you to recommend us to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q06
Best–Worst Trade-off (MaxDiff)Required
When you think about staying with us versus switching to another option, which of these matter most and least to you?
- Product quality
- Price/value
- Customer support quality
- Ease of use
- Reliability
- Range of features
- Brand trust
- Speed of response to issues
Pick best & worst per setBest:Matters mostWorst:Matters least
Q07
Multiple ChoiceRequired
In the last 30 days, what best describes how you've mainly used our product or service?
- Core, everyday use
- Occasional or backup use
- Only for a specific project or task
- Barely used it
- Exploring / still learning it
Q08
AI Interview
Reference the respondent's overall satisfaction and recommendation scores, and ask them to walk through one specific recent moment that shaped that score — a great interaction or a frustrating one. Get concrete details: what happened, who was involved, and what they wish had gone differently. If they rated support or reliability low in the earlier ratings, probe that specific incident directly rather than accepting a general complaint.
Q09
Multiple ChoiceRequired
How likely are you to continue using our product or service over the next 12 months?
- Definitely will continue
- Probably will continue
- Not sure yet
- Probably will switch or cancel
- Definitely will switch or cancel
Q10
Multiple Choice
Which industry best describes your organization?
- Technology / Software
- Retail / E-commerce
- Financial Services
- Healthcare
- Manufacturing
- Education
- Professional Services
- Prefer not to say
Q11
Multiple Choice
What is the size of your organization?
- Just me / solo
- 2-50 employees
- 51-200 employees
- 201-1,000 employees
- More than 1,000 employees
- Prefer not to say
Q12
Message
That's everything — thank you for the honest, detailed feedback! Your answers feed directly into our customer experience reviews and will help shape what we improve next.
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Goes beyond a satisfaction score with an AI follow-up interview that references each respondent's own overall satisfaction and recommendation scores to dig into the specific moment behind them
- Combines standard CX metrics (multi-attribute matrix rating, satisfaction scale, recommend-a-friend scale) with a max-diff exercise to quantify what actually drives staying versus switching
- Segments by tenure, usage pattern, industry, and org size so drivers of loyalty and churn risk can be cut by customer type, not just averaged across everyone
- Auto-generates a report from the responses, turning open-ended stories and quantitative scores into one output instead of leaving teams to manually read transcripts
Jotform
200+ Customer Satisfaction Evaluation FormsThis is a template gallery/category page listing 200+ customer satisfaction form variants rather than a single fielding-ready survey. It's useful for browsing form layouts and gives strong drag-and-drop customization once you pick one. It doesn't itself define a specific question flow or methodology for loyalty/churn analysis.
What it does well
- Very large selection of pre-built form variants to start from
- Drag-and-drop builder makes visual customization fast
- Likely integrates with Jotform's broader form/e-signature ecosystem
Where it falls short
- A form gallery, not a single ready-to-field survey with a defined question sequence
- Static form fields only — no adaptive AI follow-up interview to probe the story behind a score
- No mention of automated per-response quality scoring or built-in churn-driver analysis like max-diff
QuestionPro
Customer satisfaction survey questions | Customer satisfaction survey exampleA dedicated, fielding-ready customer satisfaction template with example questions, positioned as a straightforward CSAT survey. It's a solid starting point for basic satisfaction tracking but reads as a static question set rather than a diagnostic instrument for loyalty drivers.
What it does well
- Clear, ready-to-use example question set for CSAT
- Backed by QuestionPro's established survey platform and analytics
- Likely supports standard branching logic and reporting dashboards
Where it falls short
- No adaptive AI interview to follow up on individual low or high scores in real time
- No indication of a max-diff or similar trade-off exercise to isolate loyalty vs. churn drivers
- No published transparency into scoring methodology or prompt logic behind any AI features
SurveyMonkey
Customer Satisfaction Survey TemplateA well-known, ready-to-field CSAT template backed by SurveyMonkey's mature survey infrastructure and benchmarking. It's built for quick deployment and broad comparability rather than deep, per-respondent qualitative diagnosis of churn risk.
What it does well
- Fast to deploy with SurveyMonkey's established platform and distribution options
- Access to benchmark data for comparing satisfaction scores against norms
- Reputable brand with broad integration support
Where it falls short
- Fixed question set with no adaptive AI follow-up to surface the story behind a specific score
- No built-in trade-off analysis (e.g., max-diff) to separate what drives loyalty from what drives churn
- No automated quality scoring of individual responses
SurveySparrow
FREE Customer Satisfaction Survey TemplateA free, conversational-style CSAT template that presents questions one at a time for a more chat-like feel. It's ready to field quickly and free to use, but the conversational format is pre-scripted rather than an adaptive interview that reacts to each answer's content.
What it does well
- Free to use and quick to deploy
- Conversational, one-question-at-a-time UI that can improve completion rates
- Likely offers standard logic/branching for basic personalization
Where it falls short
- Conversational format is scripted, not an adaptive AI interview probing the specific moment behind a score
- No max-diff or similar trade-off question to quantify loyalty vs. churn drivers
- No transparent methodology or automated per-response quality scoring mentioned
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.