Customer Satisfaction Survey Practices Check
Check how well you run your customer satisfaction survey: the questions, when it goes out and to whom, how answers are analysed, how unhappy customers are followed up and what changes as a result.
- Free
- No sign-up to try
- Works as you type
Rate how you ask customers about satisfaction and what you do with the answers.
0 of 13 answered
Answer the questions to see your score by area as you go.
Answer at least 11 of 13 questions to save your results as a Room.
How it works
How the Customer Satisfaction Survey Practices Check works
- 1
Answer the questions
Pick the answer closest to where you are today. It takes a few minutes.
- 2
See your score
Your score by area appears as you answer, with the weakest areas first.
- 3
Save your results
Create a Room with your scores, next steps and an adviser to talk them through.
Worked example
What it makes
13 questions across 5 areas. Each answer scores 0 to 3; an area's score is its points as a share of the most it could get.
Survey design
- The survey is short: one main satisfaction question and a few follow-ups.
- Each question has a clear purpose and avoids leading wording.
- An open question asks why, so you get reasons, not just scores.
Timing and reach
- Surveys go out soon after key moments: purchase, delivery, support case.
- There's a limit on how often the same customer is surveyed.
- You hear from all customer groups, not only the happiest or loudest.
Analysis
- Scores are tracked over time, with the number of responses shown.
- Comments are grouped into themes and counted.
- Results are broken down by segment, product or touchpoint.
Closing the loop
- Unhappy customers are contacted by a named person within a set time.
- Customers are told when something changes because of their feedback.
Sharing and decisions
- Results are shared regularly with the teams that can act on them.
- Each review ends with owners for a few improvements.
Results bands: Early (0+), Developing (40+), Established (70+), Leading (90+). A self-assessment from your own answers: a starting point for a conversation, not an audit, certification or professional advice.
Who it's for
Who uses it
CX managers
Find why the survey isn't leading to improvements.
Support leads
Tighten post-case surveys and the follow-up on low scores.
Small businesses
Set up a satisfaction survey that's short and acted on.
Good to know
What to consider
- It assesses how you run the survey; it doesn't build or send one.
- Use the CSAT calculator for the score itself.
Questions
About the Customer Satisfaction Survey Practices Check
Does it create a survey to send to customers?
No. It checks how you design, send, analyse and act on your satisfaction survey, and gives next steps. Build the survey itself in a survey or form tool.
Is this an audit or a certification?
No. It scores your own answers against a written rubric to show where you stand and what to do next. Use it to start a conversation, not as an audit, certification or professional advice.
Make your results now
Free, no sign-up to try. It becomes a Room you can edit, publish and share.
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Related tools
- CSAT CalculatorWork out your customer satisfaction score and survey response rate, and how many satisfied responses it takes to reach your target CSAT.
- Survey Tool ComparisonCompare survey tools on reporting, question logic, respondent experience and cost at your response volume, score them yourself and share the ranking.
- NPS Survey Practices CheckCheck how well you run your Net Promoter Score survey: the standard question and follow-up, who gets it and when, how results are analysed, and how detractors and promoters are followed up.