How would you rate the quality of our service? Product Survey Question

Measure customer satisfaction at a glance and catch service issues early, so you can prioritize improvements that matter most to your users.

Question type

Rating scale 1-5

Primary metric

CSAT (Customer Satisfaction Score)

Answer scale variations

Comparison table
Style	Options
Typical choice	Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied
Quality-focused	Very poor Poor Average Good Excellent
Service performance	Far below expectations Below expectations Met expectations Above expectations Far exceeded expectations
More emphatic	Completely dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Completely satisfied

Follow-Up Questions

Following up on service quality ratings helps you understand the specific factors driving satisfaction or dissatisfaction. These targeted questions reveal actionable insights about what's working well and what needs improvement.

This open-ended question captures the reasoning behind ratings in customers' own words, revealing priorities and pain points that multiple-choice options might miss.

Identifying which service dimension matters most helps you prioritize improvements where they'll have the greatest impact on overall satisfaction.

This forward-looking question uncovers specific improvement opportunities directly from customers, helping you focus resources on changes that matter most to your audience.

When to Use This Question

SaaS Products: Within 24 hours of a support ticket resolution or feature implementation, trigger via in-app modal or email follow-up, because satisfaction is highest when the interaction is still fresh and customers can provide specific feedback about what worked or didn't.

E-commerce: Immediately after delivery confirmation (typically 7-10 days post-purchase), send via email with a direct survey link, as this captures the complete experience from ordering through unboxing while product quality and shipping speed impressions are most accurate.

Mobile Apps: After a user completes their third successful transaction or reaches a key milestone (like finishing onboarding), display as a non-intrusive bottom sheet that can be dismissed, because this timing balances gathering feedback from engaged users without interrupting their flow during critical first impressions.

Web Apps: 30 days after subscription renewal or at the end of a quarterly billing cycle, present through an email survey with optional browser notification, as this catches customers after they've committed financially and have enough sustained experience to evaluate service quality comprehensively.

Digital Products: Within 48 hours of a major feature release or product update that the user has actively engaged with, deploy via contextual in-product banner at natural stopping points, because you'll capture reactions to specific improvements while users can still differentiate new changes from their baseline experience.

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