Customer Satisfaction & Recovery Survey

What is a customer satisfaction and recovery survey?

A customer satisfaction survey asks people to evaluate a recent experience with a product, service, purchase, delivery, appointment, project, or support team. A recovery survey goes one step further by acknowledging low ratings appropriately and creating a clear path for the business to review an unresolved concern.

This template uses one consistent satisfaction question and a small number of focused follow-ups. The rating provides a comparable signal, while the experience driver and written comments explain what influenced it. The completion message then changes to recovery, improvement, or appreciation language based on the satisfaction score.

What should a customer satisfaction survey include?

A useful survey should identify the experience being evaluated, measure satisfaction consistently, explain the reason behind the rating, and ask only for information the organization is prepared to review and act on. Keep each path short enough to complete while the experience is still fresh.

• The purchase, service, interaction, or milestone being evaluated