How happy are you with our service? Product Survey Question

Measure user sentiment at a glance and catch satisfaction issues early, before they turn into churn or negative reviews.

Question type

Rating scale 1-5

Primary metric

CSAT (Customer Satisfaction Score)

Answer scale variations

Comparison table
Style	Options
Typical choice	Very unhappy Unhappy Neutral Happy Very happy
More emphatic	Extremely unhappy Quite unhappy Neither happy nor unhappy Quite happy Extremely happy
Satisfaction-focused	Not satisfied at all Not satisfied Neutral Satisfied Completely satisfied
Direct emotion	Disappointed Somewhat disappointed Okay Pleased Delighted

Follow-Up Questions

Understanding why someone chose their satisfaction score is just as important as the score itself. These follow-up questions help you move beyond the number to discover specific experiences, pain points, and opportunities that shape customer happiness.

This open-ended follow-up captures the specific moments and details that drove their rating, giving you actionable context that explains the "why" behind their happiness level.

Identifying which specific service dimension matters most helps you prioritize improvements and understand what truly drives satisfaction for different customer segments.

This forward-looking question uncovers concrete improvement opportunities directly from customers, regardless of their current satisfaction level, turning feedback into a roadmap for enhancement.

When to Use This Question

SaaS Products: Deploy immediately after key support interactions using in-app modals or email follow-ups, capturing satisfaction while the experience is fresh and specific feedback is most actionable.

E-commerce: Trigger 7-10 days post-delivery through transactional email sequences, allowing customers time to use products while memories remain vivid and issues surface naturally.

Mobile Apps: Launch after 3-5 successful sessions or completing core workflows via strategic in-app prompts, targeting engaged users who've experienced enough value to provide meaningful satisfaction ratings.

Web Apps: Present following major feature usage or at natural completion points through contextual slide-ins, catching users during positive moments when they're most likely to share authentic emotional responses.

Digital Products: Send within 48 hours of onboarding completion or first meaningful outcome using post-login surveys or email touchpoints, measuring early satisfaction while initial impressions drive future retention decisions.

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