How do you feel about us? Product Survey Question

Understand the emotional tone of your customer relationships and catch sentiment shifts early, turning feelings into actionable insights that drive loyalty.

Question type

Rating scale 1-5

Primary metric

CSAT (Customer Satisfaction Score)

Answer scale variations

Comparison table
Style	Options
Typical choice	Very negative Negative Neutral Positive Very positive
Sentiment-focused	Extremely disappointed Disappointed Neither satisfied nor disappointed Happy Extremely happy
Emotion-based	Frustrated Somewhat dissatisfied Indifferent Content Delighted
Experience-based	Poor experience Below expectations Meets expectations Good experience Excellent experience

Follow-Up Questions

Understanding how people feel is just the start—the real insights come from knowing why they feel that way. These follow-ups help you move from sentiment measurement to actionable feedback you can actually use to improve.

This open-ended follow-up captures the specific experiences, features, or interactions driving someone's feelings—whether positive or negative—giving you concrete issues to address or strengths to build on.

By identifying which dimension is most influential in their rating, you can prioritize your improvement efforts on what actually moves the needle for your users.

This forward-looking question transforms feedback into a roadmap, revealing specific changes that would improve sentiment rather than just documenting current dissatisfaction.

When to Use This Question

SaaS Products: Send within 24 hours after a customer closes their first support ticket through in-app notification or email, capturing initial impressions while the interaction is fresh and building a baseline for tracking satisfaction trends over time.

E-commerce: Deploy immediately after order delivery confirmation via transactional email with embedded scale, measuring end-to-end experience from browsing through fulfillment when emotions about the purchase are strongest and most actionable.

Mobile Apps: Trigger after 7 days of active use through non-intrusive in-app modal during natural pause points, allowing users to form meaningful opinions while avoiding new user confusion or experienced user survey fatigue.

Web Apps: Present following successful completion of a core workflow like publishing content or generating a report using slide-in widget from bottom corner, catching users in a positive moment that reflects actual product value rather than superficial reactions.

Digital Products: Show at the 30-day subscription milestone through account portal dashboard prompt, gathering feedback after users have invested enough time to evaluate thoroughly but before renewal decisions create response bias.

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