Free customer feedback templates
Customer Feedback Templates
Ready-to-use questions for 30 customer conversations: satisfaction, NPS follow-up, onboarding, account reviews, churn and win-back.
Satisfaction & NPS
6 templatesCSAT Survey QuestionsCSAT, or customer satisfaction score, measures how satisfied a customer is with a specific interaction, purchase or service. A good CSAT survey is short: a rating question, then one or two open questions to understand it. These questions are written to be read aloud, so a person or an AI voice agent can ask them naturally, on a simple scale the customer can answer in a word.17 questionsCustomer Satisfaction InterviewA customer satisfaction interview is a broader conversation, usually held once or twice a year, to understand how a customer feels about the whole relationship: product, service, people and value. Unlike a single score, it explores what they value and what is slowly wearing their patience down. Here are the questions, in the order that keeps the conversation natural when spoken aloud.17 questionsDetractor Recovery CallA detractor recovery call is a conversation with a customer who gave a low score or had a bad experience. Its goal is not to defend the company or to sell, but to listen, understand what went wrong and show that someone will act. Handled well, it can turn a lost customer into a loyal one. These questions are written to sound human when spoken aloud and to leave room for the customer's frustration.16 questionsNPS Follow-Up InterviewAn NPS follow-up interview is a short conversation held right after a customer gives their score, to understand the reasons behind it. The number tells you where you stand; the conversation tells you why. These questions can be asked by an account manager or by an AI voice agent, and they start from the score the customer just gave.17 questionsPost-Purchase FeedbackPost-purchase feedback is a short conversation held a few days after a customer buys, to learn how the buying journey went and how the first use is going. It is the moment when the memory is fresh and you can still fix problems before they become a bad review. These spoken questions follow the journey in order: decision, purchase, delivery, first use.17 questionsPost-Support FeedbackPost-support feedback is a short conversation held after a support request is closed, to check whether the problem was really solved and how the customer experienced the help. A ticket marked as closed is not always a problem solved. These questions focus on resolution, effort, communication and the person who helped, and they work spoken aloud.18 questions
Onboarding
3 templatesCustomer Onboarding Check-InA customer onboarding check-in is a short conversation held in the first weeks after a customer signs up, to find out whether they are getting started smoothly. Most early churn starts with a customer who is stuck and says nothing. These questions help you catch blockers, confirm expectations and get the customer to their first result, and they work well as a spoken conversation.17 questionsFirst 90 Days Customer ReviewThe first 90 days customer review is a structured conversation held about three months after a customer starts, to measure what has been achieved against what they expected. It is the first real test of the relationship, and the point where most customers decide whether they will stay and grow. These questions take stock, compare results with goals and agree on what comes next.17 questionsImplementation Feedback InterviewAn implementation feedback interview is a conversation held with a customer once their setup or onboarding is complete. It shows what went smoothly, where the customer got stuck and what the next customers should not have to go through. Here are the questions to ask, in an order that lets people speak frankly about a project they have just lived through.18 questions
Product & Service Feedback
5 templatesBeta User FeedbackA beta user feedback conversation is held with customers who try a product or feature before its general release. It captures first impressions, obstacles and the moments of value while the product can still change. Here are the questions to ask, organised from the first experience to the decision to keep using it.18 questionsFeature Discovery InterviewA feature discovery interview is a conversation held before building something new. Instead of asking customers what they want, it explores the problem they are trying to solve, how they handle it today and what it costs them. Here are the questions to ask, designed to understand the need before any solution is discussed.17 questionsPricing Feedback InterviewA pricing feedback interview is a conversation with a customer about how they perceive your prices, your plans and the value they get for what they pay. It is not a negotiation: the aim is to learn how customers decide what is fair and what they compare you with. Here are the questions to ask, from the value received to the way they buy.17 questionsProduct Feedback InterviewA product feedback interview is a conversation with a customer about how they use your product in their daily work. It reveals what they value, what gets in their way and what they have worked around without telling you. Here are the questions to ask, from real usage to wishes, in a natural spoken order.17 questionsService Quality ReviewA service quality review is a conversation in which a customer assesses the service they receive: how quickly you respond, how reliably you deliver and how it feels to work with your team. It turns scattered impressions and tickets into a clear picture of what to keep and what to fix. Here are the questions to ask, in a natural order.17 questions
Account Management
4 templatesAccount Health CheckAn account health check is a short conversation with a customer to find out how things are going before problems become cancellations. It looks beyond usage figures to ask about satisfaction, internal support, changes and risks. Here are the questions to ask, designed to be answered in a relaxed call and to leave you with a clear view of the account.17 questionsQuarterly Business ReviewA quarterly business review is a regular meeting with a customer to look at the results achieved, check that goals are still the right ones and agree on priorities for the coming quarter. Unlike a support call, it is about business outcomes, not tickets. Here are the questions to ask to make it a real conversation rather than a presentation of slides.17 questionsRenewal ConversationA renewal conversation is a structured talk with a customer ahead of the end of their contract. Its purpose is not to push a signature but to check that the customer has seen value, learn what must change and agree on what the next term should look like. These questions are written to be asked aloud, by an account manager or by an AI agent, in the order that keeps the conversation natural.17 questionsVoice of the Customer InterviewA voice of the customer interview is an open conversation with a customer to understand their needs, their priorities and the words they use, rather than to measure a score. Run regularly, these conversations feed product, service and messaging decisions with first-hand evidence. The questions below are open and easy to answer out loud, and they move from the customer's context to your product, then to the future.17 questions
Retention & Churn
4 templatesAt-Risk Customer Check-InAn at-risk customer check-in is a conversation with a customer who is showing signs of drifting away, such as falling usage, unanswered messages, open complaints or a change of contact. The goal is to find out what is going on while there is still time to act. The questions below are open and non-defensive, and they are made to be said aloud, so that the customer feels listened to and not chased.16 questionsCancellation FeedbackCancellation feedback is a short conversation held at the moment a customer decides to cancel or has just submitted the request. The reason is fresh, the details are accurate and the customer can still be offered help if they want it. These questions are brief and designed to be said aloud in a few minutes, without pressure, so that they are easy to answer even when the customer is in a hurry.16 questionsChurn InterviewA churn interview is a conversation held after a customer has already left, with the aim of understanding what really led them to go. With the contract over and nothing left to protect, former customers often speak more openly than they did while they were still paying. These questions are meant to be asked aloud, in a neutral tone, and to uncover the full story, from the first doubt to the final decision.17 questionsWin-Back InterviewA win-back interview is a conversation with a former customer, held several months after they left, to find out how things went since and whether a return could make sense. Unlike a churn interview, which looks back at why they left, this conversation looks at what has changed for them and for you. The questions are warm, open and not pushy, and they work well when asked aloud.16 questions
By Industry
8 templatesBank Customer SatisfactionCustomers rarely switch banks over a single event: it is usually an accumulation of small frustrations with the app, the fees or the advice. This template covers the main touchpoints of the banking relationship so you can see which ones build trust and which wear it down.15 questionsCar Dealership Customer Follow-UpBuying a car is a high-value decision with several handovers: the sales adviser, the finance and paperwork, the delivery of the car and, months later, the first service. This template follows that path, so you can learn which moment builds loyalty and which one puts the next purchase at risk.15 questionsE-commerce Delivery FeedbackFor an online shop, delivery is the moment the promise is kept or broken, and it is often handled by someone other than you. This template follows the order from the checkout to the first use and any return, so you see which part of the journey costs you repeat customers.15 questionsHotel Guest FeedbackHotel guest feedback is a short conversation with a guest after a stay, to understand how they experienced it from booking to departure. It captures what a rating cannot: the small moments that made the stay good or spoiled it. These questions are simple and spoken, suitable for a call, a voice message or a conversation in the guest's browser, and they follow the guest's journey.17 questionsInsurance Claim Follow-UpA claim is the moment an insurance customer finds out what the policy is really worth, and often the moment they are most stressed. This template follows the claim from the declaration to the settlement, so you can see where policyholders felt supported and where they felt lost.15 questionsReal Estate Client Follow-UpBuying, selling or renting a home is a big, emotional decision, and clients remember how they were treated long after the keys change hands. This template follows the client's path, from the first contact to moving in, to learn what made them confident and what left them unsure.15 questionsRestaurant Customer FeedbackRestaurant guests decide whether they will return within minutes of leaving the table, and most never tell you why. This template follows the evening in the order guests lived it, from booking to the bill, so that you hear what worked and what spoiled the meal while the memory is fresh.15 questionsRetail Customer FeedbackA shop can lose a sale at any step: finding the product, getting help, queuing at the till or dealing with a return. This template walks through the in-store journey in that order, so you learn where shoppers hesitate and what makes them walk out or come back.15 questions
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