Survey · Marketing
Customer attitudes survey template
Asks for a feeling first, then the reason behind it, with a different follow-up for positive, lukewarm and negative customers. A grid of agree-or-disagree statements covers value, trust, ease of use and how you compare, and a closing question on how views have shifted shows whether things are heading the right way.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
We'd like to hear how you honestly feel about our product. It takes about three minutes.
How long have you been using our product?
Overall, how do you feel about it?
Glad to hear it. What would you tell a friend about it?
What's keeping it from being great for you?
Sorry it's not working for you. What has shaped that view most?
How much do you agree with each of these?
What first drew you to it?
Compared with when you started, has your view of it changed?
If you were choosing again today, would you pick us?
What one change would improve your opinion of us the most?
Ends with
Thank you for your honesty
The flow
Where each answer leads. Every route here is editable once the form is yours.
Single select
Opinion scale
Long text
Long text
Long text
Matrix
Single select
Single select
Single select
Long text
What this template uses
- Single select
- Opinion scale
- Long text
- Matrix
- 3 branches
Questions to consider
- Is this about one product, a service or the company as a whole, and does the wording say so?
- Which statements in the grid reflect claims you make in your marketing?
- Do you want to compare new and long-standing customers, and is the tenure question enough for that?
- Who will act on the negative answers, and how quickly?
How to use the responses
Read the written reasons alongside the feeling score, because the same score can come from very different experiences. In the statement grid, look for rows where agreement is weak; those are the promises customers don't believe yet. Compare new and long-standing customers, and if views get worse with time, look at what happens after the first few months rather than at your onboarding.
How to customize and share it
- 1Name your product in the greeting and the first questions so there's no doubt what people are rating.
- 2Rewrite the grid statements to match the claims you make, such as saves time or good for beginners.
- 3Send it to active customers and track the feeling score over time in the dashboard, or export results to CSV.
Frequently asked questions
What is a customer attitudes survey?
It measures how customers feel about your product, service or brand and, importantly, why. It combines a rating with open questions so each score comes with context.
How is an attitude different from a preference?
An attitude is a broad opinion or feeling about something. A preference is a choice between options. This survey covers attitudes; a consumer preference survey covers choices.
Why use agree and disagree statements?
Statements let you test specific beliefs, such as whether customers think you're worth the price, in a way you can compare over time. Keep each statement to one idea so the answer is clear.
How often should I run a customer attitudes survey?
Every six months or so works for most products, and after any major change such as a redesign or price change. Keep the core questions the same to compare results.