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Customer Engagement Pulse & Drivers Survey

Tracks how often and through which channels customers actively engage with your brand, what's pulling them in or pushing them away, and which levers would deepen engagement — with an AI follow-up that digs into the real reasons behind a customer's current engagement level.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

12 questions · ~7 min
Q01
Message

Hi! We'd love to understand how you engage with us day to day — what you use, what you skip, and what would make it better. This will take about 5 minutes, and there are no wrong answers.

Q02
Multiple ChoiceRequired

In the last 30 days, how often have you interacted with (Replace with product/brand name) — through the app, website, emails, or support?

  • Daily
  • A few times a week
  • A few times a month
  • Once
  • Not at all
Q03
Multiple ChoiceRequired

Which of these have you done in the past 3 months? (Select all that apply)

  • Opened or clicked one of our emails
  • Used the app or website beyond just logging in
  • Contacted customer support
  • Followed or engaged with us on social media
  • Attended an event or webinar
  • Referred us to someone else
  • Left a review or rating
Q04
MatrixRequired

How often do the following apply to you as a customer?

4 rows × 5 columns
  • I open or read messages we send you
  • I explore new features or content when they launch
  • I engage with our community or social channels
  • I recommend us to friends or colleagues
Columns: Never · Rarely · Sometimes · Often · Always
Q05
Opinion ScaleRequired

Overall, how connected do you feel to (Replace with brand name) as a company, beyond just using the product?

Scale: 1 – 7
Min:Not connected at allMax:Extremely connected
Q06
Best–Worst Trade-off (MaxDiff)Required

Which of these would do the most, and least, to make you engage with us more often?

  • More personalized offers or recommendations
  • A loyalty or rewards program
  • Community events or meetups
  • Better product education (guides, tutorials)
  • Faster, more responsive customer support
  • Exclusive early access to new features or content
  • More proactive updates on things I care about
Pick best & worst per setBest:Would increase my engagement mostWorst:Would increase my engagement least
Q07
Rating ScaleRequired

How satisfied are you with the amount and relevance of communication you receive from us?

Range: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q08
AI Interview

Explore the real story behind this person's engagement level: anchor on their reported frequency of interaction and connection score, and ask what specifically draws them in or keeps them away. If they said 'Not at all' or 'Once' in the last 30 days, probe what changed or what would need to be true for them to come back. If they reported high engagement, probe which single touchpoint matters most to them and why.

Q09
Long Text

Anything specific we could change about how we communicate or engage with you that would make a real difference?

Q10
Multiple Choice

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
Q11
Multiple Choice

Which age range do you fall into?

  • Under 18
  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
  • Prefer not to say
Q12
Message

Thank you for sharing this with us! Your answers help us focus on the moments and channels that actually matter to customers like you — no data is used for anything beyond improving your experience.

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

  • Includes a dedicated AI follow-up interview step that digs into the real reasons behind a customer's current engagement level, going beyond static answer choices.
  • Combines quantitative measures (frequency multiple-choice, matrix of engagement behaviors, rating-scale connection rating, best-worst trade-off on engagement levers, satisfaction rating) with open-ended context (open-text) for a fuller picture.
  • Uses a best-worst trade-off exercise to prioritize which levers would most and least increase engagement, giving clearer trade-off data than simple rating lists.
  • Frames the survey with friendly conversational message intro/outro messaging, and captures tenure and age-range for segmentation, all deliverable through QuestionPunk's free tier or $50/mo Business plan.

Jotform

Customer Engagement Survey Form Template

A ready-to-field, customizable form template covering typical customer engagement questions, built on Jotform's drag-and-drop form builder. It's a static questionnaire rather than an interactive interview experience, and any deeper insight requires manual follow-up analysis after collection.

What it does well

  • Fast to deploy and customize via a familiar drag-and-drop builder
  • Broad template library and integrations typical of Jotform's ecosystem
  • Free-to-start form building with no interview setup required

Where it falls short

  • No adaptive follow-up questioning — respondents answer fixed items only
  • No voice AI interview option or guided screen-share tasks
  • No automated per-response quality scoring or transparent prompt methodology

SurveySparrow

Customer Engagement Survey Template

A conversational-style survey template aimed at marketing teams measuring customer engagement, benefiting from SurveySparrow's chat-like UI. It's still a pre-set question flow rather than an AI-driven interview that adapts to individual answers, so follow-up depth is limited to whatever branching logic is manually built.

What it does well

  • Conversational, chat-like survey format improves respondent experience
  • Marketing-focused template tailored to engagement metrics
  • Supports basic skip logic for some personalization

Where it falls short

  • Lacks true adaptive AI probing that reacts to open-ended reasoning in real time
  • No voice AI interview or screen-share guided task capability
  • No published methodology for automated scoring of response quality

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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