Free Customer Feedback Form Templates
Five ready forms for the moments that matter: a general feedback form, a customer satisfaction (CSAT) survey, a complaint form, an NPS survey and a support follow-up survey. Print them, put them online or copy the questions into your survey tool, then log the answers in the Excel sheet that works out CSAT, NPS and your top themes.
What is in the pack
- Five ready forms, each with five questions or fewer and one open question
- Why each question is there, so you can change a form without breaking it
- Response log with a filled-in example month: results, follow-ups and theme counts are calculated
- CSAT, NPS and CES worked out for you, plus a "which form when" sheet
- The five forms as a printable Word document and PDF
The five forms and their questions
Copy the questions as they are, or adapt them. The Excel pack adds the answer options and why each question is there.
Customer feedback form
Send it: Any time: on your website, by QR code at the counter, or after a visit
- How satisfied are you with your experience today?Rating 1-5: 1 = Very dissatisfied, 5 = Very satisfied
- What was your visit or contact about?Single choice: Buying something / A question / A problem or a return / Something else
- What did we do well?Open text
- What is one thing we should improve?Open text
- May we contact you about your answers?Single choice + contact details: Yes / No
Customer satisfaction survey (CSAT)
Send it: Right after a purchase, a delivery or a support conversation
- Overall, how satisfied are you with us?Rating 1-5: 1 = Very dissatisfied, 5 = Very satisfied
- How satisfied are you with each of these?Rating 1-5 for each row: Product quality / Price / Delivery speed / Staff helpfulness / Ease of ordering (1-5)
- Did we solve what you came to us for?Single choice: Yes / Partly / No
- How likely are you to buy from us again?Rating 1-5: 1 = Not at all likely, 5 = Very likely
- If you could change one thing about your experience, what would it be?Open text
Customer complaint form
Send it: Whenever a customer wants to complain: at the counter, on the website or on the phone
- Date, and your order or reference numberShort text
- What is your complaint about?Single choice: Product / Delivery / Billing or payment / Staff / Website or app / Other
- What happened? Please describe it in your own words.Open text
- What would you like us to do?Single choice: Refund / Replacement / Repair / An apology or an explanation / Other
- How should we contact you?Single choice + contact details: Email / Phone
NPS survey
Send it: Every few months, or one to two weeks after a purchase
- How likely are you to recommend us to a friend or colleague?Rating 0-10: 0 = Not at all likely, 10 = Extremely likely
- What is the main reason for your score?Open text
- What could we do to make it a 10?Open text
- May we contact you about your answers?Single choice + contact details: Yes / No
Support follow-up survey (CES)
Send it: Right after a support ticket, call or chat is closed
- How easy was it to get your issue resolved?Rating 1-7: 1 = Very difficult, 7 = Very easy
- Was your issue resolved?Single choice: Yes / No / Still in progress
- How many times did you contact us about this issue?Single choice: Once / Twice / Three times or more
- How satisfied are you with the support you received?Rating 1-5: 1 = Very dissatisfied, 5 = Very satisfied
- Is there anything else you want to tell us?Open text
How to get customer feedback you can act on
- 1Pick one form per moment: CSAT after a purchase or a delivery, CES after support, NPS every few months.
- 2Send it within 24 hours, while the experience is fresh, and keep it to five questions or fewer.
- 3Always ask one open question. The score tells you how many people are unhappy; the comment tells you why.
- 4Log every answer and tag each comment with one theme: delivery, product quality, price, staff, website or app, returns.
- 5Get back to every unhappy customer and every complaint within two working days.
- 6Fix the top theme first, then check that its share of comments falls the next month.
Example: one month in the response log
Illustrative example, not customer data: 24 answers in October at an online home goods store.
| Responses | 24 |
|---|---|
| CSAT (feedback and CSAT forms) | 67% |
| NPS | +17 |
| CES (1 to 7) | 4.8 |
| Need a follow-up | 8 of 24 answers |
| Top theme | Delivery: 6 of 24 answers, and 5 of the 8 that need a follow-up |
Delivery is the top theme overall and in the answers that need a follow-up, so it is the one to fix first. Returns and refunds cause the other three.
Which form when?
| Moment | Form | Score | How to calculate it |
|---|---|---|---|
| Right after a purchase, a delivery or a support conversation | Customer satisfaction survey (CSAT) | CSAT | Share of 4 and 5 answers on the 1-5 question |
| Every few months, or one to two weeks after a purchase | NPS survey | NPS | % of 9-10 answers minus % of 0-6 answers |
| Right after a support ticket, call or chat is closed | Support follow-up survey (CES) | CES | Average of the 1-7 answers, or the share of 5-7 |
| Any time: website, QR code at the counter, after a visit | Customer feedback form | CSAT | Share of 4 and 5 answers on the first question |
| Whenever a customer wants to complain | Customer complaint form | Complaints | Count by theme; % resolved within your reply time |
Related guides and tools
Frequently asked questions
Are the customer feedback form templates free?
Yes. The printable PDF with all five forms downloads without an email. The Excel pack and the Word forms are sent to your email for free.
What should a customer feedback form include?
One score you can track (satisfaction 1 to 5, NPS 0 to 10 or effort 1 to 7), one or two questions that explain the score, one open question, and an optional request to contact the customer. Five questions or fewer keeps more people answering to the end.
What is the difference between a feedback form, a satisfaction survey and a complaint form?
A feedback form is open to anyone at any time. A satisfaction (CSAT) survey goes out right after a specific purchase, delivery or support conversation. A complaint form records a problem the customer wants solved: it asks what happened and what they want you to do, and it has a section where staff track the reply.
How do you calculate CSAT, NPS and CES from the answers?
CSAT is the share of 4 and 5 answers on a 1 to 5 question. NPS is the percentage of 9 and 10 answers minus the percentage of 0 to 6 answers. CES is the average of the 1 to 7 answers. The response log in the Excel pack works out all three.
Can I use these forms in Google Forms, Microsoft Forms or Word?
Yes. Copy the questions and answer options from the Excel sheets into Google Forms, Microsoft Forms or your survey tool, or print the Word or PDF version. For Google Sheets, upload the .xlsx file to Google Drive and open it with Google Sheets; the dropdowns and formulas carry over.
How many questions should a customer survey have?
Five or fewer for a survey sent after an interaction. Each extra question means fewer people finish. If you need more, rotate questions from month to month instead of asking them all at once.
What if we get hundreds of comments a month?
Tagging comments by hand works for a few dozen answers. Pivony reads every open answer, review and ticket, groups them into topics with sentiment, and shows the root causes behind your scores.
Getting hundreds of comments a month?
Pivony reads every open answer, review and ticket, and shows the topics, sentiment and root causes behind your scores.
Get a free root cause audit