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Questionnaire template

Brand Satisfaction Survey

Measures customers' overall and aspect-level satisfaction with a brand, repurchase and recommendation intent, and problems.

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Marketing · Brand. All Marketing templates

Questions in this template

Your Relationship with the Brand

  1. Thank you for being a customer. This short survey asks how satisfied you are with our brand and what we could do better.

  2. How long have you been buying from our brand?

    Choose one:

    • Less than 6 months
    • 6 to 12 months
    • 1 to 3 years
    • More than 3 years

  3. How often do you buy from us?

    Choose one:

    • Weekly or more often
    • About once a month
    • A few times a year
    • Once a year or less

Satisfaction

  1. Overall, how satisfied are you with our brand?

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  2. How satisfied are you with each of the following?

    • Product quality
    • Value for money
    • Customer service
    • Ease of buying
    • Delivery
    • Communication from us

    For each row: choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  3. Compared with what you expected, how has our brand performed?

    Choose one:

    • Much worse than expected
    • Somewhat worse than expected
    • About as expected
    • Somewhat better than expected
    • Much better than expected

Loyalty and Recommendation

  1. How likely are you to buy from our brand again?

    Choose one:

    • Very unlikely
    • Unlikely
    • Neither likely nor unlikely
    • Likely
    • Very likely

  2. How likely are you to recommend our brand to a friend or colleague?

    A number from 0 to 10

  3. What is the main reason for the score you gave?

    Condition: Shown once a recommendation score is given

    Open answer

Problems and Improvements

  1. In the past 12 months, have you had any problem with our products or service?

    Choose one:

    • Yes
    • No

  2. What kind of problem was it? Select all that apply.

    Condition: Shown to respondents who had a problem

    Choose any that apply:

    • Faulty or damaged product
    • Late or missing delivery
    • Billing or payment issue
    • Unhelpful customer service
    • Other

  3. Please describe the other problem.

    Condition: Shown when Other was selected

    Open answer

  4. How satisfied are you with the way we handled the problem?

    Condition: Shown to respondents who had a problem

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied
    • It has not been resolved yet

  5. What one thing could we change to make you more satisfied?

    Open answer