Customer satisfaction questionnaire
A 12-item post-purchase questionnaire splitting product fit, support experience and loyalty into separate scores.
"Use this template" opens the Psych Lab builder with this brief pre-filled — you review and edit every item before it goes out.
Response scale
1–5 agreement scale, scored as a mean per subscale.
- 1Strongly disagree
- 2Disagree
- 3Neither
- 4Agree
- 5Strongly agree
Items (12)
Items marked reverse are flipped before scoring with new = (max + min) − raw.
| # | Item | Subscale | Scoring |
|---|---|---|---|
| 1 | The product does what I expected it to do. | Product fit | Direct |
| 2 | It was easy to get started. | Product fit | Direct |
| 3 | I regularly hit limitations that get in my way. | Product fit | Reverse |
| 4 | The price feels fair for what I get. | Product fit | Direct |
| 5 | When I asked for help, I got a useful answer quickly. | Support | Direct |
| 6 | I had to explain my problem more than once. | Support | Reverse |
| 7 | The documentation answered my question without contacting anyone. | Support | Direct |
| 8 | I felt like a nuisance when I asked for help. | Support | Reverse |
| 9 | I would recommend this to someone with a similar need. | Loyalty | Direct |
| 10 | I expect to still be using it in six months. | Loyalty | Direct |
| 11 | I have looked at alternatives recently. | Loyalty | Reverse |
| 12 | I would be disappointed if this went away. | Loyalty | Direct |
Score ranges
At risk
1.0 – 2.4This dimension is a churn risk. Read the free-text and lowest items before acting.
Neutral
2.5 – 3.7Satisfied enough to stay, not enough to advocate. Usually the biggest improvement opportunity.
Strong
3.8 – 5.0This dimension is a strength worth protecting and describing in your marketing.
How to score and run it
- Keep product fit, support and loyalty separate — good support often hides a product-fit problem in a single average.
- Reverse-score the four negatively worded items before averaging.
- Send it after a real interaction rather than on a fixed calendar date.
This is a self-report questionnaire template for feedback and reflection. It is not a clinical or diagnostic instrument, and scores should not be used to make decisions about an individual on their own.
Run this with automatic scoring
Psych Lab handles the reverse scoring, subscale bands, join codes and CSV export for you — and you can list the finished questionnaire publicly.