Survey · Customer success
Software customer satisfaction survey template
Built for software teams: a satisfaction score, a grid for ease of use, speed, features, docs and support, and a ranking of what users value most. Unhappy users are asked why before anything else, and only people who hit a bug are asked to describe it and attach a screenshot.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Help us make the software better for you. About three minutes.
How long have you been using our software?
How often do you use it?
Overall, how satisfied are you with the software?
Sorry it's not working for you. What's the main problem?
How would you rate each of these?
What matters most to you? Put the most important first.
Is there something you expected it to do that it doesn't?
Have you run into a bug or error in the last month?
What happened, and where in the app were you?
Got a screenshot? Drop it here.
How likely are you to recommend the software to a colleague?
Your email, if you're happy for us to follow up
Ends with
Thank you 🙏
The flow
Where each answer leads. Every route here is editable once the form is yours.
Single select
Single select
Rating
Long text
Matrix
Ranking
Long text
Yes / No
Long text
File upload
NPS
What this template uses
- Single select
- Rating
- Long text
- Matrix
- Ranking
- Yes / No
- File upload
- NPS
- 2 branches
Questions to consider
- Do you want answers from every user, or from admins and power users only?
- Which parts of the product should the grid rate separately?
- Who picks up bug reports that arrive through the survey, and how?
- Should you ask this in the app, by email, or both?
How to use the responses
Pass bug reports with screenshots to whoever handles support the same day, and reply to anyone who left an email. Split the satisfaction score by how long people have used the software: low scores from new users usually point to onboarding, while low scores from long-time users point to missing features or reliability. Compare the ranking with the grid, because a low rating on the thing users value most is the gap to fix first.
How to customize and share it
- 1Replace "our software" with your product's name, and edit the grid rows to match its main areas.
- 2Add the user's plan or account ID as a hidden field so you can compare answers by customer type.
- 3Send it to active users after they have used the product for a few weeks, and repeat it every quarter with the same questions.
Frequently asked questions
What questions should a software satisfaction survey include?
An overall satisfaction score, ratings for ease of use, reliability, features, docs and support, a question about what's missing and a recommendation score. Asking about recent bugs is useful too.
What is the difference between CSAT and NPS for software?
CSAT asks how satisfied someone is right now. NPS asks whether they would recommend the product, which reflects loyalty over time. This template asks both.
How often should I survey software users?
Quarterly works for most products. Keep the questions the same each time so you can see whether satisfaction is moving.
Can users attach screenshots of bugs?
Yes. Users who say they hit a bug can upload up to three images with their description.