A customer satisfaction survey is a short form where customers rate their experience with your business: product quality, speed of service, cleanliness, price and how likely they are to recommend you. In the Survey tab you choose the questions for your business, edit them and print. In the Results sheet you enter the responses, and average satisfaction and the Net Promoter Score (NPS) are calculated.
NPS = % promoters (9–10) − % detractors (0–6). The example has 12 responses: 6 promoters and 3 detractors, so the score is 50% − 25% = 25. Average satisfaction is 4 out of 5, and 58.3% of customers average 4 or more.
How to use the customer satisfaction survey template
- Pick the example closest to your business: restaurant or cafe, retail store, or service company. Add your business name and a two-line introduction.
- Edit any question, change its type, or add one with the buttons under the list. Consecutive rating items are grouped into one table with 1 to 5 circles.
- Download the survey as a PDF to print, as Word to change the layout, or copy the text to paste into an online form.
- Once responses come in, open the Results sheet, type or paste them, then download the Excel file with its formulas.
What a survey is and how it helps a business
A questionnaire is a fixed set of questions put to many people in the same wording, so their answers can be counted and compared instead of guessed. Businesses in Saudi Arabia mostly run three kinds:
- Customer satisfaction survey: measures the whole experience after a purchase. A restaurant asks about food, speed and cleanliness; a store asks whether the product was in stock and how fast checkout was.
- Quality survey: focuses on one product or service, such as a new dish or a delivery service launched this month, and goes only to people who tried it.
- Employee survey: measures how the team feels about the workplace and management, collected without names so answers stay candid.
A customer satisfaction poll is the short version: one overall rating, the recommendation question and an optional comment, answered at the till in under thirty seconds. Start from the Quick poll example. The General survey example is for students and researchers studying a group of people, with demographic and multiple-choice questions.
How to write customer satisfaction survey questions
Ask one thing per question, in neutral wording that does not suggest the answer, on a balanced scale with as many positive steps as negative ones. Compare:
| Weak question | Clearer question |
|---|---|
| Were the food and service good? | Rate the food quality. Then, separately: rate the speed of service. |
| Didn't you love our excellent fast service? | How would you rate the speed of service from 1 to 5? |
| Are our prices high? (Yes / No) | Rate our prices for what you received, from 1 to 5. |
Go from general to specific: rating items first, then the 0 to 10 recommendation question in fixed wording, then segmenting questions such as visit type. Put one open question at the end about what to improve, when the customer has already thought through every item.
Ready-made survey template in Word, PDF and Google Forms
- Printed PDF: for branches and exhibitions. It keeps the table and circles and usually fits one A4 page. Leave it with the bill or on the table with a pen and a closed box; customers write more honestly when they don't hand the sheet to the person who served them.
- Google Forms: for sending by WhatsApp or email after the order. Use Copy text, paste the questions into your form, then put its link in "Online version link" and a QR code prints at the top of the paper survey.
- Word: when you want to add your logo or change fonts and questions after downloading; the table stays editable.
How to analyse survey results and act on them
Each response goes in one row of the Results sheet. Average satisfaction per response = sum of its ratings / number of items answered, so a skipped item does not count as zero. Satisfied share = responses averaging 4 or more / all responses: 7 of 12 in the example, or 58.3%. The dissatisfied share (advanced mode) counts averages below 3: one response, or 8.3%.
Each customer is then classed by the recommendation score: promoter 9–10, passive 7–8, detractor 0–6. The example has 6 promoters, 3 passives and 3 detractors, so NPS = 50 − 25 = 25. Passives are not subtracted but do count in the total, and the score runs from −100 to 100.
Then sort the open comments into themes. The example's fall into three: speed ("We waited 25 minutes for the order"), food quality ("The order arrived cold") and price ("Prices are high for the portion size"). Pick three corrective actions, each with an owner and a deadline, and run the survey again a month later to see the effect. Responses from Google Forms can be pasted under the table; the timestamp column is ignored, and the Excel download repeats every calculation as formulas.
Common mistakes in satisfaction surveys
- Twenty questions on one sheet, so customers give up halfway.
- Switching the recommendation question to a 1–5 scale, which makes NPS no longer comparable.
- Collecting surveys only from happy customers, for example when staff hand them to whoever smiles.
- Calculating results once and forgetting them; the value is in comparing month to month.
When you want to link feedback to what the customer bought
Microtec builds cashier and point-of-sale systems for businesses in Saudi Arabia: O-Green for retail and O-Red for restaurants and cafes.
Survey template FAQ
How many questions should a customer satisfaction survey have?
Five to twelve, depending on the goal: a quick poll at the till needs three, and a full experience survey runs to about ten, which takes two minutes. Drop any question you will not act on.
Is the survey template free?
Yes, with no account. We ask for your name, email and mobile once before your first download, and the questions and responses stay in your browser on this device; nothing is uploaded to our site.
Can I add my company logo to the survey?
Yes. Download the survey with the Download Word button and add the logo to the page header, then save or print it. The business name and branch are typed in the tool before downloading.
When should we send a customer satisfaction survey?
Right after the service, while the experience is fresh: with the bill in a restaurant or store, or by message on delivery day for service firms. A survey that arrives a week later gets fewer answers.
How do I calculate NPS from a survey?
Subtract the percentage who answered 0 to 6 from the percentage who answered 9 or 10 to the recommendation question. Example: 12 responses with 6 promoters and 3 detractors give 50 − 25 = 25. The Results sheet above calculates it as you type.