How would you rate your experience with us? Product Survey Question

Measure user satisfaction in real-time to catch issues early, celebrate wins, and make data-driven improvements that keep customers coming back.

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
More emphatic	Extremely dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Extremely satisfied
Quality-focused	Poor experience Below average Average Good experience Excellent experience
Expectation-based	Much worse than expected Worse than expected Met expectations Better than expected Much better than expected

Follow-Up Questions

Understanding why customers feel a certain way is just as important as knowing their satisfaction score. These follow-up questions help you uncover the specific experiences and touchpoints that shaped their rating, turning a simple number into actionable insights.

This open-ended question captures the specific moment or factor that most influenced their experience, giving you direct insight into what's working or what needs attention without imposing your assumptions about what matters.

Categorical feedback helps you identify patterns across responses and prioritize which areas of your business need the most focus, especially when combined with satisfaction scores to see which touchpoints drive ratings up or down.

This improvement-focused question is particularly valuable for mid-range ratings where customers see potential but had friction points—it often reveals quick wins you can implement to move satisfied customers toward being delighted advocates.

When to Use This Question

SaaS Products: Send within 24 hours of a support ticket resolution via in-app notification or email, ensuring you capture impressions while the interaction is still fresh and measuring the quality of your help experience rather than overall product satisfaction.

E-commerce: Trigger 7-10 days after delivery through email with a clear subject line mentioning the specific product purchased, giving customers enough time to use the product while preventing memory decay that makes ratings less accurate.

Mobile Apps: Display after a user completes their third successful session or core action using an unobtrusive modal at a natural breakpoint, timing it when users have enough experience to form opinions but before frustration from learning curves sets in.

Web Apps: Launch immediately after onboarding completion or first project creation via slide-in panel from the bottom right, capitalizing on the momentum of early wins when users feel accomplished rather than overwhelmed.

Digital Products: Send within 48 hours of purchase or course module completion through automated email sequence, catching users at their peak engagement moment when they're actively using what they bought and satisfaction is directly tied to immediate value received.

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