Q01
Message
All templates
Loyalty Program Satisfaction & Redemption Survey
Measures loyalty program members' satisfaction with reward relevance, redemption ease, and perceived value relative to competitors to identify retention drivers and improvement priorities.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
20 questions · ~9 min
Q02
Multiple Choice
Are you currently a member of this brand's rewards or loyalty program?
- Yes
- No
- I'm not sure
Q03
Multiple Choice
Which types of rewards from this brand are most valuable to you? Please select all that apply.
- Money-off vouchers or discounts
- Free product or service
- Free shipping or delivery
- Exclusive experiences or events
- Partner rewards
- Status or priority perks
- Extended support or warranty
- Charitable donations
- Other (please specify)
Q04
Multiple Choice
In the past 3 months, did you redeem a reward from this program?
- Yes
- No
- Not sure
Q05
Rating Scale
Overall, how would you rate the value of this rewards program for you over the past 3 months?
Range: 1 – 5
Min:PoorMax:Excellent
Q06
Long Text
Based on your experiences with this rewards program, if you could improve one thing about the rewards or redemption process, what would it be?
Q07
Dropdown
What is your age?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q08
Message
Thank you for completing this survey. Your feedback is valuable and will be used to improve the rewards program experience.
Q09
Multiple Choice
In the past 3 months, how often did you use or interact with this brand's rewards or loyalty program?
- Not at all
- Once
- 2–3 times
- 4–6 times
- 7+ times
Q10
Opinion Scale
The rewards offered by this program are relevant to my interests and needs.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q11
Opinion Scale
Thinking about your most recent reward redemption, how easy was the process?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q12
Opinion Scale
Compared to rewards programs from similar brands, this program offers good value for me.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q13
AI Interview
We'd like to understand your rewards experience in more detail. Please share your thoughts, and our research assistant may ask a follow-up question or two.
Q14
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer to self-describe
- Prefer not to say
Q15
Opinion Scale
There is a good variety of reward options to choose from in this program.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q16
Multiple Choice
During your most recent attempt to redeem a reward, did you encounter any of the following issues? Please select all that apply.
- No issues
- Could not find a suitable reward
- Too many steps required
- Technical error or app crash
- Terms or conditions were confusing
- Location or date restrictions
- Other (please specify)
Q17
Opinion Scale
How likely are you to continue participating in this rewards program over the next 12 months?
Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q18
Dropdown
In which region do you currently reside?
- United States
- Canada
- United Kingdom
- Australia
- European Union
- India
- Southeast Asia
- Middle East/North Africa
- Latin America
- Sub-Saharan Africa
- Other
- Prefer not to say
Q19
Opinion Scale
I earn points or rewards at a reasonable pace in this program.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q20
Ranking
Rank the following aspects by importance when you evaluate this brand's rewards program. Drag to reorder, with 1 being most important.
- Value for money
- Relevance to me
- Ease of redeeming
- Speed to earn
- Choice of rewards
Drag to rank
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
- AI follow-ups automatically dig deeper when respondents report low satisfaction, uncovering root causes that static surveys miss
- Academic-grade scale construction with rubric-checked questions—no leading language or attention checks that bias results
- Every prompt, model, and logic branch is fully transparent and logged for reproducibility, unlike black-box competitor analytics
- AI interviewer dynamically follows up on churn reasons—if a customer says 'too expensive,' it probes whether that's absolute cost, perceived value, or competitive pricing
- Separate templates for exit diagnostic vs. win-back capture both the 'why they left' and 'what would bring them back' with distinct methodological approaches
SurveyMonkey
Customer Satisfaction Survey TemplateSurveyMonkey's flagship CSAT template is expert-certified and widely used, covering overall satisfaction, NPS, and CES together. It offers solid distribution channels (email, SMS, web links, QR codes) and built-in CSAT score calculation. However, it relies entirely on static pre-written questions with no adaptive probing.
What it does well
- Expert-certified methodology with built-in CSAT scoring formula and industry benchmarks
- Extensive distribution options including SMS, email, web links, and QR codes
- Large ecosystem with 400+ templates and cross-template metric comparison
Where it falls short
- No AI-powered follow-up questions—open-ended responses are passive, not probed
- Relies on demographic segmentation after the fact rather than real-time adaptive questioning
- Paid plans required for advanced features; Team plans range from $25-$75/user/month which adds up fast
Typeform
Top Customer Satisfaction Survey Questions & TemplateTypeform emphasizes a conversational, one-question-at-a-time interface designed to feel like a conversation rather than a form. Their CSAT template has good UX advice around avoiding bias and question timing, but ultimately all branching is pre-defined—there's no intelligent adaptation based on responses.
What it does well
- Beautiful conversational UI that asks one question at a time, boosting completion rates
- Strong guidance on avoiding biased language and proper survey timing
- 300+ integrations with tools like Slack, HubSpot, and Google Sheets
Where it falls short
- No AI follow-up capability—branching logic must be manually pre-configured for every path
- No prompt or model transparency; the 'conversational' feel is purely visual, not intelligent
- Limited methodological rigor—templates are light on proper academic scale construction
SurveySparrow
FREE Customer Satisfaction Survey TemplateSurveySparrow's CSAT template features a chat-like interface and claims 40% higher response rates. It includes recurring survey scheduling, multi-channel distribution, and conditional logic. However, its AI capabilities are limited to text analytics on collected responses rather than intelligent in-survey probing.
What it does well
- Chat-like conversational interface with claimed 40% higher response rates
- Recurring survey scheduling for automated pulse checks over time
- Conditional logic with skip/display rules to reduce survey fatigue
Where it falls short
- AI features limited to post-collection text analytics (CogniVue)—no in-survey AI follow-ups
- No transparency into how their AI text analytics models work or what prompts drive analysis
- Template questions are generic and not tailored to specific CX touchpoints like chatbot handoffs or checkout friction
Jotform
Online Shopping SurveyJotform's online shopping survey template is a basic form-builder approach—fully customizable with drag-and-drop, 100+ integrations, and free to use. It's functional but lacks any CX-specific methodology, AI capabilities, or sophisticated survey design principles.
What it does well
- Completely free with no-code drag-and-drop customization
- 100+ integrations including Google Drive, Dropbox, and Airtable
- Report Builder tool for analyzing responses visually
Where it falls short
- No AI-powered follow-ups or intelligent branching—purely static form fields
- No built-in CSAT scoring, CES calculation, or CX-specific methodology
- Generic shopping survey questions with no academic rigor or validated scale construction
Qualtrics
Customer Retention Survey Best PracticesQualtrics offers enterprise-grade CX measurement with advanced features like Predict iQ for churn prediction and conversational analytics. Their approach is the most sophisticated among competitors, but it comes at enterprise pricing that's prohibitive for academics and small teams, and their AI operates as a black box.
What it does well
- Predict iQ can analyze research data to predict which customers are about to churn
- Conversational analytics for understanding emotion, effort, intent and sentiment at scale
- Enterprise-grade action planning and closed-loop ticketing based on survey triggers
Where it falls short
- Enterprise pricing is prohibitive for academics, startups, and small CX teams
- AI analytics operate as a black box—no visibility into prompts, models, or logic flows
- Templates are gated behind sales conversations; no free self-serve template access for most CX use cases
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.