Free customer satisfaction survey template for SMBs
A short copy-ready customer satisfaction survey template for small businesses, with a clear follow-up process for support and product feedback.
Is it right for you?
- Copy the short template before adding optional questions.
- Send it after a specific interaction, not at random.
- Create a recovery rule for low scores.
- Tag comments by issue type.
- Review response patterns monthly rather than reacting to one score.
Quick verdict
A useful SMB customer-satisfaction survey can fit in two questions: one rating and one optional comment. Start there, define who reviews poor responses, and only add questions when the team knows what it will do with the answer. Gorgias can connect the request to a completed ecommerce support ticket, which gives low scores the context they need.
Try Gorgias →Copy this short customer satisfaction survey
Subject: How did we do with your recent support request?
Hi [First Name],
We recently helped with [short issue]. How satisfied were you with the support you received?
Very dissatisfied / Dissatisfied / Neutral / Satisfied / Very satisfied
Optional: What is one thing we could have done better?
This form is intentionally short. A customer who has just resolved a problem can answer it in seconds. If the business does not plan to read the comment, remove the survey. Collecting feedback without a response path teaches customers that the form is theater.
Optional questions to add only when needed
Resolution
Did we resolve the reason you contacted us?
Use this when the case outcome matters more than agent friendliness.
Effort
How easy was it to get help?
Use this when customers must navigate a knowledge base, policy, or several handoffs.
Clarity
Was our explanation clear?
Use this after technical, billing, or policy-heavy cases.
Product feedback
Did a product issue contribute to your request?
Use this to keep a support score separate from a product defect.
Customer-service survey guides commonly pair a rating question with an open question because the rating shows direction while the comment explains why [Jotform, 2026]. Do not add demographics or broad loyalty questions to a post-ticket form unless the business has a specific reason to use them.
A small-team follow-up rule
| Response | What to do | What not to do |
|---|---|---|
| Very satisfied or satisfied | Tag the outcome and review positive patterns later. | Do not immediately ask for a public review in the same survey flow. |
| Neutral | Read the comment and group it with similar cases. | Do not dismiss it as acceptable without context. |
| Dissatisfied or very dissatisfied | Read the ticket, assign a recovery owner, and reply only with a useful next action. | Do not send a generic apology without reviewing the case. |
Gorgias can help ecommerce teams trigger a request from ticket activity and retain the conversation context. That matters when a complaint is about an order delay or refund policy. The score alone cannot tell the team whether the agent, the product, or the process needs attention.
When to send the survey
Send after a defined moment: a ticket was marked resolved, a refund was completed, or a delivery problem was handled. Avoid sending another request if the customer has already received one recently. The goal is a useful sample, not a maximum number of responses.
For relationship feedback, use a separate, less frequent survey. A customer should not have to answer an NPS question every time they ask where an order is.
Frequently asked questions
Q: What is the shortest useful customer satisfaction survey?
A: One satisfaction rating and one optional comment. Add an outcome question only when it changes a decision.
Q: Can I put the survey inside an email?
A: Yes, if the rating link or button works on mobile and the response is connected to the right support context.
Q: Should we ask for a review from high scorers?
A: Consider a separate request after the support survey. Keep the first feedback request focused on understanding the experience.
Q: How often should an SMB review results?
A: Review low scores promptly and review patterns on a regular cadence, such as monthly.
Q: What if only a few customers respond?
A: Treat the responses as directional feedback, not a complete measurement. Check timing, audience, and whether the question is easy to answer.