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Template

Customer Feedback Survey

A short survey that surfaces themes and product gaps without leading the respondent.

In short

A customer feedback survey template designed to surface real product gaps without leading the respondent. It mixes an outcome question, an open problem question, and a light priority question, keeping the survey short so completion stays high and the answers feed directly into your feedback queue and themes.

Long surveys with leading questions produce data that confirms what you already believed. A short, neutral feedback survey surfaces problems you did not anticipate, which is the whole point.

This template keeps the survey to a handful of questions and favors open prompts over rating scales. The open answers feed your triage queue, where they become tagged, scored requests rather than a static chart.

Template

CUSTOMER FEEDBACK SURVEY

Intro line: A few quick questions to help us build the right things. Takes two minutes.

1. What were you trying to accomplish with ____ recently?
   ____

2. What was harder than it should have been?
   ____

3. If you could change one thing about the product, what would it be?
   ____

4. How well does the product fit your needs today?
   Very well / mostly / partly / poorly

5. (Optional) What would have to be true for the product to fit better?
   ____

6. (Optional) May we follow up on your answer?
   Yes, contact me at ____ / No

CLOSING
Thanks. Answers go straight to our product team, and we will tell you if
something you mentioned ships.

How to use it

  1. 1Keep it to six questions or fewer so completion stays high and answers stay thoughtful.
  2. 2Lead with the outcome question so respondents frame problems in their own words.
  3. 3Avoid rating-only questions. Open answers reveal the why that a number hides.
  4. 4Route open answers into your feedback queue so they get triaged, not just charted.
  5. 5Honor the closing promise. Follow up when something a respondent mentioned ships.

Frequently asked questions

Should I use rating scales or open questions?

Use mostly open questions for discovery and one light scale for a quick pulse. Scales are easy to chart but rarely tell you what to build. The open answers are where the actionable requests come from.

How do I avoid leading the respondent?

Ask what they were trying to do before you ask about any feature. Never embed your proposed solution in the question. Neutral phrasing surfaces problems you did not expect, which is the reason to run the survey at all.

Related

Run this live in Kithspark

Templates get you started. Kithspark runs the whole loop, from the first request to the shipped release, with every contributor kept in the loop.

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