Customer Satisfaction Survey

Customer satisfaction feedback collected through informal email requests or unstructured comment forms produces data that cannot be aggregated, compared over time, or used to drive systematic improvement. Satisfaction ratings are applied inconsistently because respondents are not working from the same scale or question set. Loyalty indicators such as likelihood to recommend or repurchase are not captured. Usage frequency context is missing. Without a consistent, structured survey, identifying what is driving or undermining customer satisfaction requires guesswork rather than analysis.

The Customer Satisfaction Survey template for SharePoint, built with Infowise Ultimate Forms, provides a structured survey that captures respondent contact details, seven rated satisfaction dimensions, an open-ended improvement question, likelihood to recommend and repurchase ratings, a value-for-money assessment, usage frequency, and additional comments. Every response is stored as a consistent, comparable record in SharePoint.

How it works

Respondent details

The survey captures the respondent's name, email address, and phone number. Linking every response to identified contact details enables the organization to follow up with respondents who report low satisfaction or raise specific issues, and to segment responses by customer type or account where relevant.

Seven-dimension satisfaction rating

The survey asks respondents to rate seven dimensions of their experience on a one-to-five scale: overall quality, ease of use, delivery or shipping process, customer service, product pricing, product features, and product reliability. Using a consistent scale across all seven dimensions makes it straightforward to aggregate scores, compare satisfaction profiles across dimensions, and track changes in each area over time. Capturing ease of use and reliability as separate rated dimensions from overall quality enables the product and service teams to identify specific areas of the offering that require attention independently of the overall satisfaction score.

Open-ended improvement feedback

An improvement suggestions column invites respondents to describe what the organization could do better. This qualitative response provides the specific, actionable insight that rated dimensions alone cannot capture, ensuring the survey produces recommendations alongside scores.

Loyalty and repurchase indicators

The survey captures how likely the respondent is to recommend the product or service to others, and how likely they are to purchase again. These two indicators are the most direct measures of customer loyalty available from a satisfaction survey, and capturing them in structured rating columns makes it straightforward to report on net promoter likelihood and repurchase intent across the customer base.

Value for money and usage frequency

A value-for-money rating captures the respondent's perception of price relative to quality, providing a direct measure of pricing satisfaction that is distinct from the pricing column in the seven-dimension rating. A usage frequency column captures how often the respondent uses the product or service, providing important context for interpreting satisfaction ratings — a customer who uses a product daily has a different frame of reference than one who uses it occasionally.

Additional comments

A free-form additional comments column gives respondents the opportunity to share anything not covered by the structured questions, ensuring the survey captures the full range of customer experience rather than only what the question set anticipated.

What you get

• A comprehensive customer satisfaction survey capturing respondent name, email, and phone number
• Seven-dimension rated satisfaction assessment covering quality, ease of use, delivery, service, pricing, features, and reliability
• Open-ended improvement suggestions providing actionable qualitative feedback
• Likelihood to recommend and repurchase ratings as direct loyalty indicators
• Value-for-money rating and usage frequency providing pricing perception and context data
• Additional comments column for any feedback outside the structured questions
• Every response stored as a consistent, comparable record in a standard SharePoint list
• Free for all Ultimate Forms customers, installed automatically with a single click

Built on standard SharePoint lists

The Customer Satisfaction Survey system is built entirely on standard SharePoint lists. There is no external data storage and no custom interface. All survey responses stay inside your SharePoint environment, governed by your existing permissions and data policies. The system can be extended or adapted at any time in the browser by the administrator who manages the site.