6 survey templates that will get you results

Feefo Surveys

6 templates that will get you results

Real people. Real reviews. Real insight.

6 survey templates that will get you results Surveys are an excellent feedback tool, as they allow you to collect opinions about anything from just about anyone! They’re private, so only you can see the results, and they give you the opportunity to collect detailed feedback about your business by asking specific questions about everything, from your products and services to your in-store experiences.

With so many possibilities when it comes to surveys, it can be difficult to know what’s right for you. We’ve created six survey templates to help inspire you, that you can tweak to suit your business and objectives.

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Market research survey

05

Website feedback survey

08

In-store visit survey

11

Product feedback survey

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Customer service survey

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Employee engagement survey

6 survey templates that will get you results

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Market research survey Whether you’re planning to launch a new product, or tweak an existing one, you can’t go in blind. Market research surveys are a great way to reach out to your audience and understand if your new venture resonates with them. You can ask for feedback on anything from a marketing campaign to new product concepts.

Our example is centred around how customers would feel about more

eco-friendly initiatives within the business. We’ve started off with some basic demographic questions and then used a mix of multiple choice, scale and text questions to understand peoples’ attitudes towards sustainability.

Try the survey here

Top tip Define a clear and measurable goal for your survey before you write any questions to get the best results.

6 survey templates that will get you results

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Market research survey example 1. To which gender identity do you most identify?

(Multiple choice)

Choose only one

Male Female Rather not say Type other answer...

2. What is your age?

(Dropdown)

Type or make a choice

^

Under 18 18 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65+ Rather not say

3. Which of the following statements best describes you?

(Multiple choice)

Choose only one

I only shop with eco-friendly brands I try to shop with eco-friendly brands, but it’s not always possible Price is more important to me than a brand’s green credentials I don’t care if a brand is eco-friendly or not

6 survey research templates survey that will get you results Market

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4. When buying a product online, what’s most important to you?

(Multiple choice)

Choose only one

Price Quality Sustainability/green credentials Speed of delivery Customer service Ease of ordering Type other answer...

5. Would you be prepared to do any of the following to be more eco-friendly?

(Multiple choice)

You can choose more than one

Pay slightly more Wait longer for delivery Have fewer options None of the above

6. How eco-friendly do you think [company name] is currently?

(Scale)

Not at all eco-friendly

1

7.

2

Extremely eco-friendly

3

4

5

Are there anymore thoughts you’d like to share with us on [company name] and sustainability?

Optional

(Long text)

Type your answer

6 survey research templates survey that will get you results Market

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Website feedback survey meeting visitor expectations. In this example, we’ve used a combination of question types to discover how people use the website, what their experience was like during their visit and pinpoint anything that needs improvement.

Online shopping boomed during the pandemic, and the digital shopping space has become more competitive as a result. You really can’t afford to deliver a poor user-experience (UX), so nailing your website is incredibly important.

Usually delivered in the form of a pop-up, website feedback surveys are an excellent way to understand if your website is

Try the survey here

Top tip Test your survey internally before distributing it far and wide so you can check for any mistakes.

6 survey templates that will get you results

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Website feedback survey example 1. How did the experience on our website make you feel today?

(Customer Satisfaction Score)

If the answer is lower than 3, jump to question 2.

If the answer is 3 or greater, jump to question 3.

2. We’re sorry to hear that, can you explain why?

Optional

(Long text)

Type your answer

3. What was the main reason you visited our website today? (Multiple choice) Choose only one

I was just browsing I was researching a product I wanted to make a purchase Type other answer...

4. Did you find everything you were looking for today?

(Multiple choice)

Choose only one

Yes No I wasn’t looking for anything in particular

5. How easy did you find it to navigate our website?

(Customer Effort Score) Very Difficult

1

Very Easy

2

3

4

6 survey templates that will get you results Website feedback survey

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6

6. Based on today’s experience, how likely are you to visit our website again?

(Scale) Extremely unlikely

1

7.

Extremely Likely

2

3

4

5

Did you encounter any problems on our website today? If yes, please give us as much (Long text) information as possible. Optional Type your answer

8. How likely are you to recommend [comapny name] to a friend or colleague?

(Net Promoter Score®)

1

2

3

4

5

6

7

8

9

10

9. Are there any other comments you’d like to make?

Optional

(Long text)

Type your answer

6 survey templates that will get you results Website feedback survey

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In-store visit survey In our example, we’ve used a combination of multiple-choice, CSAT and NPS questions to measure and understand how shoppers felt about their visit. This will give you key information about how to improve your in-store experience and attract more high street shoppers.

If you have a physical location as well as a digital one, it’s vital to measure the experiences of both. In-store surveys allow you to understand everything from how helpful the staff were, to why people visit your stores or branches in the first place.

With more people shopping online than ever before, your physical locations are under increasing pressure to earn their keep by offering an experience your customers can’t get on the internet.

Try the survey here

Did you know?

Feefo’s automatically generated short sharing URLs make them perfect for sharing anywhere, including on receipts!

6 survey templates that will get you results

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In-store visit survey example 1. What date did you visit our store?

(Short text)

Type your answer

2. Which branch did you visit?

(Dropdown)

^

Type or make a choice Portsmouth Guildford Petersfield

3. Typically, how often do you visit our stores?

Choose only one

(Multiple choice)

More than once a week Weekly A few times a month Monthly Less often/hardly ever If the answer is less often/hardly ever then jump to question 4, in all other cases jump to question 5.

4. What would make you visit more often?

You can choose more than one

Optional

(Multiple choice)

Longer opening times Wider product choice Personal shopping service Exclusive offers Type other answer...

6 survey templates that will get you results In-store visit survey

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5. Did you find everything you needed in our store?

(Multiple choice)

Choose only one

Yes No I was just browsing

6. How happy are you with the level of service you received during your visit? (Customer Satisfaction Score)

If the answer is lower than 3, jump to question 7.

7.

If the answer is greater than 3, jump to question 8.

In all other cases jump to question 9.

Sorry to hear that, is there anything we could do better? Optional (Long text) Type your answer

Always jump to question 9.

8. That’s great to hear! Can you tell us a bit more about the service you received? (Long text) Type your answer

9. How likely are you to recommend [company name] to a friend or colleague?

(Net Promoter Score®)

1

2

3

4

5

6

7

8

9

10

10. Is there anything else you would like to tell us about your visit?

Optional

(Long text)

Type your answer

6 survey templates that will get you results In-store visit survey

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Product feedback survey of well-recognised metrics, including customer effort score (CES), Net Promoter Score (NPS) and customer satisfaction score (CSAT), so you could easily benchmark your products against one another if you decided to run multiple product surveys. The inclusion of a short text question at the end gives you the option to collect email addresses too, helping to maintain your customer relationships.

While public-facing product reviews are fantastic for boosting sales and helping you understand what people like and dislike about your products, private feedback surveys allow you to dig a lot deeper. You can ask specific questions about particular features, as well as more general questions, such as if they would recommend your product to others.

Product feedback surveys are especially good if you’re trialling new products, which is the direction we’ve taken in the example below. We’ve used a combination

Try the survey here Top tip Keep your surveys as short, simple and to the point as possible to boost response rates.

6 survey templates that will get you results

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Product feedback survey example 1. To which gender identity do you most identify?

(Multiple choice)

Choose only one

Male Female Rather not say Type other answer...

2. What is your age?

(Dropdown)

Type or make a choice

^

Under 18 18 - 24 25 - 34 35 - 44 45 - 54 55+ Rather not say

3. Overall, how satisfied were you with [product name]?

(Customer Satisfaction Score)

4. What feature did you like the most?

(Multiple choice)

Choose only one

Fast charging Camera Screen/display 5G Type other answer...

6 survey templates will get you results Product feedbackthat survey

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5. How easy was it to setup [product name]?

(Customer Effort Score) Very Difficult

Very Easy

1

2

3

4

5

6. How likely are you to recommend [company name] to a friend or colleague?

(Net Promoter Score®)

1

7.

2

3

4

5

6

7

8

9

10

Are there any other comments you would like to make about [product name]?

Optional

(Long text)

Type your answer

8. We’d love to keep you up to date with our latest products. Please enter your email address if (Short text) you’re happy for us to contact you. Optional Type your answer

6 survey templates will get you results Product feedbackthat survey

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Customer service survey question to measure the customer’s level of satisfaction, followed by multiple choice answers to understand if their issue has been resolved and whether they’ve needed to contact us before. By using the logic function on the dropdown question, you can ask questions about each specific member of staff, allowing you to get more detailed feedback.

Customer service is one of the most important parts of any business, as they’re the team who pick up the pieces when things go wrong. They also may be the team that answers enquiries from prospective or existing customers. Making sure they’re knowledgeable, friendly and efficient is incredibly important to your overall customer experience and reputation, so surveying people after they’ve interacted with your staff is a great way to understand if you’re providing excellent customer service or you need to improve.

In our example, we’ve started with a CSAT

6 survey templates that will get you results

Try the survey here

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Customer service survey example 1. Based on your most recent interaction with our customer service team, how satisfied are you with our service?

(Customer Satisfaction Score)

2. Did we manage to solve your issue today?

(Multiple choice)

Choose only one

Yes completely Yes partially No

3. Have you contacted us about this issue before?

(Multiple choice)

Choose only one

Yes No

4. Who did you speak to today?

(Dropdown)

^

Type or make a choice Claire John Tom Maggie Can’t remember

If the answer is Claire, jump to question 5. If John, jump to question 6. If Tom, jump to question 7.

If Maggie, jump to question 8. In all other cases, jump to question 17.

5. How helpful was Claire?

(Scale)

Not at all helpful

1

Extremely helpful

2

3

4

5

Always jump to question 9.

6 survey templates will get you results Customer servicethat survey

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6. How helpful was John?

(Scale)

Not at all helpful

1

Extremely helpful

2

3

4

5

Always jump to question 10.

7.

How helpful was Tom?

(Scale)

Not at all helpful

1

Extremely helpful

2

3

4

5

Always jump to question 11.

8. How helpful was Maggie?

(Scale)

Not at all helpful

1

Extremely helpful

2

3

4

5

Always jump to question 12.

9.

How friendly was Claire?

Not at all friendly

1

Extremely friendly

2

3

4

5

Always jump to question 13.

10. How friendly was John?

Not at all friendly

1

Extremely friendly

2

3

4

5

Always jump to question 14.

11. How friendly was Tom? Not at all friendly

1

Extremely friendly

2

3

4

5

Always jump to question 15.

6 survey templates will get you results Customer servicethat survey

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12. How friendly was Maggie?

Not at all friendly

1

Extremely friendly

2

3

4

5

Always jump to question 16.

13. Are there any other comments you would like to make about the service you received from (Long text) Claire today? Optional Type your answer

14. Are there any other comments you would like to make about the service you received from (Long text) John today? Optional Type your answer

15. Are there any other comments you would like to make about the service you received from (Long text) Tom today? Optional Type your answer

16. Are there any other comments you would like to make about the service you received from (Long text) Maggie today? Optional Type your answer

17. Are there any other comments you would like to make about the service you received today?

Optional

(Long text)

Type your answer

6 survey templates will get you results Customer servicethat survey

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Employee engagement survey Surveys aren’t just for quizzing your customers, they’re also a great tool for measuring employee engagement and improving staff retention. Whether you’re trying to prevent burnout within your customer service team, or simply want to measure how happy your employees are, the anonymity of surveys makes them the ideal tool to listen to your team and get their honest opinions.

In the example below, we’ve used scale questions to measure how strongly your staff members feel about the statements presented to them. If the answer is particularly negative, you may want to add logic to ask further questions and understand why they gave that answer.

Try the survey here Did you know?

Survey logic allows you to tailor surveys based on the answers your participants give. In our examples, we’ve mapped out the survey logic so you can see how the survey is built.

6 survey templates that will get you results

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Employee engagement survey example 1. What department do you work in?

(Dropdown)

^

Type or make a choice Marketing Sales Operations HR Accounting

2. What is your job title?

Optional

(Short text)

Type your answer

3. Generally speaking, I enjoy my job

(Scale)

Strongly disagree

1

Strongly agree

2

3

4

5

Strongly disagree

1

If the answer is lower than or equal to 2, they’re asked question 4.

Strongly agree

2

3

4

5

If the answer is higher than or equal to 3, they’re asked question 5.

4. We’re sad to hear that, could you explain why?

Optional

(Long text)

Type your answer

5. I feel supported by my manager

(Scale)

Strongly disagree

1

Strongly agree

2

3

4

5

1

If the answer is lower than 4, they’re asked question 6.

6 survey templates that willsurvey get you results Employee engagement

Strongly disagree

Strongly agree

2

3

4

5

If the answer is higher than 4, they’re asked question 7.

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6. What do you need to feel better supported?

(Long text)

Type your answer

7.

In my role, I often feel...

(Multiple choice)

You can choose more than one

Calm Happy Satisfied Supported Comfortable Challenged Successful None of the above

8. I feel proud to work for [company name] Strongly disagree

1

9.

(Scale)

Strongly agree

2

3

4

5

Is there anything else you would like to raise with us?

Optional

(Long text)

Type your answer

6 survey templates that willsurvey get you results Employee engagement

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Start building surveys with Feefo The six templates above are just examples of the types of questions you can ask your customers and the insight you can gain about your business. Feel free to truly experiment with surveys, as they can be used in so many scenarios, to learn so many different things.

much about your business, and your customers, as possible. Our surveys are easy to distribute too - once created, you can share your survey via a short URL which can be placed anywhere you’re able to post a link.

You can even create multiple URLs so you can check response rates across distribution platforms.

Every single example is built using Feefo’s own Surveys tool, which is designed to work in combination with your public-facing customer reviews, allowing you to learn as

You can find out more about Feefo Surveys here or you can get in touch with us directly to request a free demo. sales@feefo.com

020 3196 8098

feefo.com

6 survey templates that will get you results

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