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Customer Experience

Voice of the Customer Experience & Loyalty Survey

Captures how customers rate your product, support, and value versus what actually drives their loyalty or churn risk. Combines a satisfaction and recommendation benchmark with a best-worst prioritization of improvement areas, plus an AI follow-up interview that digs into the story behind each score so you know exactly what to fix first.

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Sample questions

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

13 questions · ~7 min
Q01
Message

Hi! We'd love your honest feedback on your experience with us so far. Your responses are completely confidential and anonymized. This takes about 5 minutes and helps us fix what's actually getting in your way.

Q02
Opinion ScaleRequired

Overall, how satisfied are you with your experience with us?

Scale: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q03
Opinion ScaleRequired

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

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q04
MatrixRequired

Please rate us on each of the following:

5 rows × 5 columns
  • Product or service quality
  • Customer support responsiveness
  • Value for the price
  • Ease of doing business with us
  • Clarity of communication
Columns: Poor · Fair · Good · Very good · Excellent
Q05
Multiple Choice

Which channel was your most recent interaction with us?

  • Email
  • Phone
  • Live chat
  • In-person / on-site
  • Mobile or web app
  • Company website
  • Other
Q06
Multiple ChoiceRequired

In the last 90 days, how many times have you contacted us for help or support?

  • Never
  • Once
  • 2-3 times
  • 4-6 times
  • More than 6 times
Q07
Best–Worst Trade-off (MaxDiff)Required

If we could only improve two of these, which matter most and which matter least to you?

  • Pricing and plans
  • Product features
  • Customer support responsiveness
  • Onboarding and setup
  • Proactive communication
  • Reliability and uptime
  • Ease of use
  • Overall value for money
Pick best & worst per setBest:Most importantWorst:Least important
Q08
AI Interview

Probe the story behind the respondent's satisfaction and recommendation scores. If either score is low (satisfaction under 3 or recommendation under 7), find the specific moment or interaction that caused it, whether it was a one-off or a pattern, and what would need to change for the score to improve. If scores are high, find out what single thing they'd protect if we changed anything. Anchor on the improvement area they ranked most important and ask for a concrete recent example.

Q09
Long Text

What's one thing we could do differently that would most improve your experience?

Q10
Multiple ChoiceRequired

How likely are you to continue doing business with us over the next year?

  • Definitely will not
  • Probably will not
  • Not sure
  • Probably will
  • Definitely will
Q11
Multiple Choice

Which best describes your role in the decision to use our product or service?

  • Primary decision maker
  • Influencer / recommender
  • Day-to-day user, not involved in the decision
  • Other
  • Prefer not to say
Q12
Multiple Choice

How long have you been a customer?

  • Less than 6 months
  • 6 months to 1 year
  • 1-2 years
  • 3-5 years
  • More than 5 years
  • Prefer not to say
Q13
Message

Thank you for sharing your feedback! We review every response to prioritize fixes and improvements, and a member of our team may follow up if you flagged something we can help with right away.

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

  • Pairs a satisfaction and recommendation benchmark (opinion scale + NPS-style question) with a matrix rating across specific service dimensions, so you get both a headline score and where it's breaking down
  • Uses best-worst (max-diff) prioritization to force respondents to reveal which improvement areas actually matter most versus least, instead of letting everything score as 'important'
  • Includes an AI follow-up interview that probes the story behind each respondent's satisfaction and recommendation scores, turning a number into a reason
  • Adds context questions (most recent channel, support contact frequency, tenure, decision-making role) plus an open-ended improvement question and a forward-looking retention question, so churn risk and loyalty drivers can be segmented, not just averaged

Jotform

Voice of the Customer Survey Form Template

A static, drag-and-drop VoC form template built for Jotform's form builder ecosystem. It's fielding-ready and easy to customize visually, but it's a fixed question set with no mechanism to dig into the 'why' behind any given score. Good for quick deployment, less suited to root-cause analysis.

What it does well

  • Easy visual customization via Jotform's drag-and-drop builder
  • Wide range of integrations and widget add-ons typical of Jotform templates
  • Simple to embed and share across channels

Where it falls short

  • No adaptive follow-up questioning — every respondent sees the same fixed questions
  • No voice-based interview option
  • No per-response quality scoring or transparency into how responses are evaluated

SurveySparrow

Voice of Customer Survey Template

SurveySparrow's conversational, chat-style survey format makes this VoC template feel more personal than a traditional form, and it's ready to field as-is. However, the conversational tone is scripted, not adaptive — it doesn't actually change based on what a respondent says.

What it does well

  • Conversational, chat-like question flow improves completion rates
  • Positioned for recurring/relationship NPS-style tracking
  • Mobile-friendly presentation

Where it falls short

  • No genuine adaptive AI probing — the conversational feel is templated, not responsive to answers
  • No voice AI interview capability
  • No published methodology for how any scoring or analysis is derived

Typeform

Voice of the Customer Survey Form Template

Typeform offers a polished, one-question-at-a-time VoC template known for strong design and respondent experience. It's a solid static template for gathering structured feedback, but like other form builders it can't ask a dynamic follow-up when a respondent gives a low score or an interesting comment.

What it does well

  • Clean, high-conversion one-question-at-a-time design
  • Strong brand reputation for respondent-friendly UX
  • Broad integration ecosystem for routing responses

Where it falls short

  • No adaptive AI follow-up interview or voice interview option
  • Fixed question logic — branching is rule-based, not AI-driven conversation
  • No automated per-response quality scoring or transparent prompt methodology

SurveyMonkey

Customer Experience Survey Template & Questions

SurveyMonkey's CX template draws on its long history in market research and includes benchmarking-style questions and reporting tools. It's a mature, fielding-ready static template, but it relies on standard survey logic rather than any AI-driven conversation with respondents.

What it does well

  • Backed by SurveyMonkey's established survey methodology reputation
  • Built-in analytics and reporting dashboards
  • Large template library for related CX/NPS use cases

Where it falls short

  • No adaptive AI or voice interview to explore the reasoning behind scores
  • Question set is static once fielded, with only basic skip logic
  • No automated quality scoring of individual responses

Frequently asked questions

What questions are in the “Voice of the Customer Experience & Loyalty Survey” template?

The template includes 13 ready-to-use questions, starting with: “Hi! We'd love your honest feedback on your experience with us so far. Your responses are completely confidential and ano…” · “Overall, how satisfied are you with your experience with us?” · “How likely are you to recommend us to a friend or colleague?”. The full set is previewed above, and every question is editable.

How long does this survey take to complete?

Respondents typically finish the 13 questions in about 7 minutes.

Can I customize this template?

Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.

Is this template free to use?

Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.

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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