Survey · Feedback
Client satisfaction survey template
Made for a regular check-in with retained clients rather than a one-off project debrief. Clients whose results fell short are asked where and what would put it right, and the rest are asked what they'd hate to lose. Anyone unsure about continuing is offered a call from their account lead, and those who accept get their own ending.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Thanks for working with us. We'd like to know how things are really going. This takes about three minutes.
Which service or account are you answering about?
Overall, how satisfied are you with working with us?
How satisfied are you with each of these?
Compared with what you expected when you hired us, the results have been...
What's one thing we do that you'd hate to lose?
Where have we fallen short?
What would put it right?
How often would you like to hear from us?
How likely are you to recommend us to someone in your position?
Anything else you'd like us to know?
Are you planning to keep working with us?
Would you like a call with your account lead before you decide?
Endings
Thank you for the honest feedback
Thanks, your account lead will call you
The flow
Where each answer leads. Every route here is editable once the form is yours.
Short text
Rating
Matrix
Single select
Long text
Long text
Long text
Single select
NPS
Long text
Single select
Yes / No
What this template uses
- Short text
- Rating
- Matrix
- Single select
- Long text
- NPS
- Yes / No
- 6 branches
- 2 endings
Questions to consider
- How often should clients get this survey: quarterly, or at each renewal?
- Which parts of your service should be rated separately in the grid?
- Who calls a client who is unsure about continuing, and how fast?
- Should the account or service be a hidden field instead of a question the client types?
How to use the responses
Look at every client who picked "Below what I expected" or "Planning to stop" before anything else, and make sure a senior person replies. Compare the grid across accounts every quarter to see whether one area, such as progress updates, is slipping everywhere. Use the update preference to set each client's reporting rhythm, which is a small change clients notice.
How to customize and share it
- 1Rename the grid rows to the parts of the service you deliver, such as reporting, strategy or support.
- 2Change the renewal question to match how your contracts work, such as monthly retainers or annual terms.
- 3Send the link from the account lead's own email, and add the client name as a hidden field if you send it to many accounts.
Frequently asked questions
What questions should a client satisfaction survey include?
Overall satisfaction, ratings for the parts of your service that matter, whether results met expectations, a recommendation question and whether they plan to continue. Leave room for comments, because the reasons are more useful than the scores.
How often should I send a client satisfaction survey?
Quarterly works for most retained clients, with an extra one a month or two before renewal. More often than that starts to feel like admin.
How is a client satisfaction survey different from a feedback form?
A feedback form usually reviews one finished project. A satisfaction survey checks the health of an ongoing relationship, so it also asks about communication and whether the client plans to stay.
Can I customize this survey?
Yes. Use this template copies it into your account, where you can edit every question and branch, then send it as a link or embed it on your client portal.