A customer satisfaction template is mostly an exercise in leaving things out. The instinct is to ask everything while you have somebody's attention, and every question added costs answers from exactly the people whose opinion you most wanted. A survey that gets finished has one score, one open follow-up and a way for the person to say they want a reply, and that is genuinely all most businesses need.
The score, asked about one thing
Ask about the interaction that just happened rather than about the company in general. How was your visit today is answerable; how satisfied are you with us overall invites the respondent to average months of experience into one number and produces a figure that moves for reasons you cannot trace. Keep the same wording each time, because changing it resets your history.
One open question, worded to get a sentence
What is the one thing we could have done better gets specific answers. Any comments does not. This is the field that produces everything you can act on, so it is worth the seconds it costs, and it should be optional so that people who only want to press a number still finish.
A way to ask for a reply
A tick box saying you would like somebody to get back to you turns a complaint into a conversation and tells you which unhappy answers are urgent. It also sets an expectation you have to meet, so only include it if somebody is genuinely going to work that list within a day or two.
What to cut
Demographics you already hold, questions about features nobody asked about, matrices of any kind, and anything you will not act on. The test for every question is what you would do differently depending on the answer; if there is no answer to that, the question is costing you responses and buying nothing.
Questions people ask about customer satisfaction template
How long should a customer satisfaction survey be?
One score, one open follow-up and an optional reply request. Past about five questions you are trading away the responses you wanted.
What scale should the score use?
Any consistent one. A five-point satisfaction scale is easy to answer and easy to read; what matters is not changing it once you have started.
Should the survey be anonymous?
Only if you will never want to reply. An identified response can be answered, looked up and compared with what the same customer said last time.
How often should we send it?
After the interaction, and not on a calendar. If you must batch, quarterly to a rotating slice keeps the list from tiring.