How to Create a Customer Satisfaction Survey Form

Anton Chernikov, founder of Nerdy Form by Anton Chernikov  |  Updated: May 02, 2023

Customer satisfaction is a critical factor in the success of any business. It helps companies retain loyal customers, attract new ones, and improve overall performance. One effective way to measure customer satisfaction is through surveys. In this blog post, we'll guide you through the process of creating a customer satisfaction survey form using a form builder. 

Customer satisfaction survey form

Identifying goals and objectives of the survey

Before creating your survey form, it's essential to define the purpose of the survey and set specific objectives and Key Performance Indicators (KPIs). This will help you understand your target audience and ensure the survey yields meaningful results.

The Importance of Choosing the Right Questions for Your Online Survey

Crafting the right questions for an online survey is a critical element that can significantly impact the quality of your results. This is because the quality of data gathered hinges on the precision, clarity, and relevance of the questions asked. Poorly formed questions can lead to inaccurate results, misconceptions, or even survey abandonment. Therefore, it's essential to carefully design your survey questions, ensuring they are unbiased, straightforward, and align with the objective of your study. The right questions will not only increase engagement but also deliver insightful, actionable data that can drive decision-making and strategy development.

Selecting the right survey format

Choose between quantitative and qualitative survey formats. Quantitative formats include multiple-choice questions and scale questions, while qualitative formats involve open-ended questions. Each format has its pros and cons, so it's best to use a mix of question types to create a balanced survey.Ensuring data privacy and compliance

Data privacy and compliance are crucial aspects of creating and conducting customer satisfaction surveys.

As a business, you must adhere to relevant privacy regulations and laws, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States. Failure to do so can result in significant fines and damage to your company's reputation.
To ensure data privacy and compliance in your survey, consider the following:

Ensuring data privacy and compliance in surveys
Understand privacy regulations Familiarize yourself with the data protection laws that apply to your business and target audience. These regulations may vary depending on your industry and the countries or regions where your customers reside.
Obtain informed consent Before collecting any personal data from respondents, make sure to obtain their informed consent. This can be done by including a clear and concise statement in your survey, explaining the purpose of data collection, how the data will be used, and any third parties involved. Respondents should also be given the option to opt-out of the survey if they do not wish to provide their personal information.
Anonymize responses Whenever possible, anonymize survey responses to minimize the risk of identifying individual respondents. This can include removing personally identifiable information (PII) or using aggregated data for analysis.
Implement data security measures Protect the collected data by implementing appropriate security measures, such as encryption and access controls. Ensure that any third-party service providers, like survey tools or data storage providers, also adhere to strict security standards.
Establish data retention policies Define clear policies for how long you will retain collected survey data and when it will be deleted. This should be based on the specific requirements of the privacy regulations that apply to your business and the purpose of the data collection.
Provide transparency and control Inform respondents about their rights under the applicable privacy regulations, such as the right to access, correct, or delete their personal data. Make it easy for them to exercise these rights by providing appropriate contact information and procedures.

By taking these steps to ensure data privacy and compliance in your customer satisfaction survey, you not only protect your respondents' personal information but also build trust with your customers and maintain a strong reputation for your business.

Analyzing and acting on survey results

Once you've collected the responses to your customer satisfaction survey, it's crucial to analyze the data and use the insights to make informed decisions for your business. The process of analyzing and acting on survey results involves several key steps:

First, collate and organize the survey responses. This will help you get a clear overview of the data and make it easier to identify patterns and trends. You can use spreadsheet software or specialized data analysis tools to organize and visualize the data, depending on your preferences and level of expertise.

Next, look for patterns and trends in the data. This might include identifying common themes in the feedback, discovering areas where customers are particularly satisfied or dissatisfied, or uncovering specific demographic groups that have unique needs or preferences. Pay close attention to any outliers or unexpected results, as these may indicate areas that require further investigation.

Once you've identified the key insights from your survey data, use this information to develop recommendations for improvement. These recommendations should be specific, actionable, and aligned with your business goals and objectives. Be sure to prioritize the most critical areas for improvement, focusing on those that will have the greatest impact on customer satisfaction and your bottom line.

Finally, implement the recommended changes and monitor their impact over time. This may involve updating your products or services, enhancing your customer support processes, or making adjustments to your marketing strategies. Keep track of any changes in customer satisfaction and other relevant KPIs to ensure that your efforts are producing the desired results.

By analyzing and acting on your survey results, you'll be able to make data-driven decisions that lead to improved customer satisfaction, increased loyalty, and ultimately, better business performance.

Designing the Survey Form with a Form Builder

Utilizing a form builder is an excellent choice for creating your survey form. These tools offer user-friendly interfaces and customizable features, making it easy to create a survey that fits your specific needs. Learn more.

When structuring your survey, ensure it is well-organized by dividing it into sections. This will help respondents to navigate the form more easily. Additionally, it's important to sequence the questions logically so that the flow of the survey remains smooth and coherent.

As you write your questions, focus on using clear and concise language. This means avoiding jargon and complex terminology, keeping questions short and to the point, and ensuring that they remain unbiased and neutral.

Another useful feature provided by form builders is the ability to incorporate skip logic and branching. This allows you to personalize the survey experience for respondents, ensuring that they only see questions relevant to their previous answers. This can help reduce survey fatigue and increase completion rates.

Survey Form with Conditional Logic

Skip logic and branching, also known as conditional logic, is a powerful feature in survey design that allows you to create more personalized and dynamic survey experiences for respondents. This feature enables you to show or hide certain questions or sections based on a respondent's previous answers, ensuring that they only answer questions relevant to their specific circumstances.

Skip logic works by setting predefined rules or conditions for a particular question or section. When a respondent's answer meets the specified condition, the survey will either skip to the next relevant question or branch to a different section, bypassing any unrelated questions.

Here are some benefits and applications of skip logic and branching in survey design:

Benefits of using conditional logic in survey form
Improved relevance Conditional logic helps you tailor the survey to each respondent, making the questions more relevant and engaging. This can lead to higher response rates and more accurate results.
Reduced survey fatigue By only presenting questions applicable to each respondent, you can keep your survey shorter and more focused, reducing the likelihood of survey fatigue and dropouts.
Streamlined data collection With skip logic and branching, you can collect more targeted data, making it easier to analyze and draw meaningful insights from your survey results.
Enhanced survey flow Conditional logic helps maintain a logical flow in your survey by avoiding abrupt transitions between unrelated questions or sections, which can be confusing for respondents.

To implement skip logic and branching in your survey, start by mapping out the possible paths respondents might take based on their answers. Identify the questions or sections that should be skipped or branched to under specific conditions. Then, use the form builder's conditional logic feature to set up the rules that govern these skips and branches. By doing so, you'll create a more dynamic and personalized survey experience for your respondents, ultimately leading to more reliable and actionable results.


Creating a customer satisfaction survey form is a crucial step in understanding and improving your customers' experience. By following the steps outlined in this blog post, you'll be well on your way to creating an effective survey. Nerdy Form is a form builder that offers all the functionality needed to build survey forms, even on their free plan. Give it a try and see how it can help you create the perfect customer satisfaction survey for your business.

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