Customize a free service-business survey, copy a follow-up email and use a fictional response example to calculate CSAT and choose the next improvement.
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Ask about a recent service visit, learn which part needs attention and close the loop with customers who want a reply. This reusable pack includes a short survey, invitation and follow-up wording, and a worked interpretation example.
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Change the title, instructions and fields, then download a reusable HTML file. Edits stay in this tab until you download; no answers are collected by SimilarForm. The downloaded file lets you fill answers, save an editable copy and print to PDF.
Replace bracketed details before sharing. Use a monitored contact address and realistic response times.
Required marks are guidance on the local file; it saves drafts without blocking incomplete answers. This file has no submit destination or automated booking workflow.
Prefer a blank master? These files open in your browser and remain editable offline.
Replace the business name, support contact and privacy details. The questions cover overall satisfaction, communication, completion of agreed work and one improvement. All answers are optional, and the satisfaction question includes a non-rating choice so a customer is not forced to invent an opinion.
Send the survey after the customer has had a reasonable chance to assess the completed service. For a short visit, a day or two is a practical starting point to test; it is an editorial suggestion, not a universal optimum. For repeat customers, choose a consistent monthly or quarterly sampling rule so they are not asked after every small interaction.
Invite honest feedback using the same wording for satisfied and dissatisfied customers. Do not ask for a particular rating. If you send a reminder, suppress people you know have already replied and honor requests to stop. If you cannot identify respondents, acknowledge in the reminder that they may have already answered.
The form asks separately whether the customer wants contact. Follow up only when they chose Yes and supplied an email; if permission or contact information is missing, use the feedback for internal improvement. A supplied email makes that response identifiable, so do not promise anonymity. To collect replies with the local file, attach the blank HTML survey with return instructions. Customers fill it, save an editable copy and return it through your chosen channel. The local form does not send invitations or reminders automatically.
For this five-point question, CSAT is the number of 4 and 5 ratings divided by the number of valid 1–5 ratings, multiplied by 100. Exclude blank and “Not applicable / prefer not to answer” responses from that denominator. Track them separately. If there are no valid ratings, report “not enough responses,” not 0%.
Keep the question, scale, invitation timing and eligibility rule consistent when comparing periods. Show counts alongside percentages. A small or self-selected response group does not establish what every customer thinks, and a score change alone does not prove an operational change caused it.
Group comments by concrete topic, such as arrival communication, work quality or cleanup. Read comments alongside the work-completion answers. An urgent unresolved job may deserve attention even when the average score looks positive.
Choose an owner and one action you can check next cycle. Keep the same form and replace only the campaign dates or service details. New monthly or quarterly articles are not required for recurring campaigns.
Harbor Home Services is a fictional service business. It sent one invitation per completed service customer, using the same timing rule. Sixty invitations were delivered and 24 surveys were returned. These invented figures teach the calculation; they are not product results or an industry benchmark.
| Overall satisfaction answer | Responses | Treatment |
|---|---|---|
| 1 — Very dissatisfied | 1 | Valid rating |
| 2 — Dissatisfied | 2 | Valid rating |
| 3 — Neither satisfied nor dissatisfied | 3 | Valid rating |
| 4 — Satisfied | 8 | Satisfied rating |
| 5 — Very satisfied | 6 | Satisfied rating |
| Not applicable / prefer not to answer | 2 | Excluded from CSAT |
| No answer | 2 | Excluded from CSAT |
Valid ratings: 1 + 2 + 3 + 8 + 6 = 20. Satisfied ratings: 8 + 6 = 14. CSAT: 14 ÷ 20 × 100 = 70%.
Returned surveys: 24 ÷ 60 delivered invitations × 100 = 40%. The rating denominator is 20, not 24 or 60. Four returned surveys had no usable satisfaction rating.
Six of the 24 surveys mentioned unclear arrival windows, including three with a 4 or 5 rating. That is a useful investigation lead, not proof of a cause. The operations lead will test a clearer arrival message and review related comments in the next comparable campaign.
Do not treat 70% as a target for your business or generalize this small fictional sample. Record the same counts and collection method when reviewing your own next period.
Replace every bracket, check the recipient and send through your usual email process. These are also included in the downloadable guide.
Subject: How was your [service] from [business name]? Hi [customer name], We would value your feedback on the service completed on [date]. Please tell us what worked and what we could improve: [survey link or attached form and return instructions]. Answering is optional; honest feedback of any kind is welcome. For an urgent issue, contact [support route] directly. Thank you, [Name / business]
Subject: Optional feedback on your recent [service] Hi [customer name], If you have not yet had a chance and would like to share feedback, here is our survey: [link or return instructions]. If you have already replied, thank you; no further action is needed. You can skip this request. Thank you, [Name / business]
Subject: Following up on your [service] feedback Hi [customer name], Thank you for your feedback and for saying we may contact you. You mentioned [specific concern, in neutral terms]. I understand the issue as [brief summary]. Have I understood correctly? [Owner] will [specific next step] by [realistic date]. If that does not address your concern, please reply with what we have missed. Thank you, [Name / role / contact]
Count ratings of 4 or 5, divide by all valid ratings from 1 to 5, and multiply by 100. Exclude blank and non-applicable responses. With no valid ratings, report that there are not enough responses to calculate a score.
No. It means 70% of respondents who gave a valid rating selected 4 or 5. Nonresponse and selection can affect the result. Report the counts, collection period and invitation method.
These free resources do not send emails or collect hosted responses. Copy and adapt the templates in your usual email process. The hosted SimilarForm workspace is still in prelaunch.
Source and product compatibility check: October 15, 2026. This reusable resource has no scheduled monthly or quarterly rewrite. Review it when your process or the available product features change; dated fictional examples remain labeled.
Search-intent and question-format reference. The survey and follow-up messages here are original.
Supports the five-point, top-two-rating calculation, experience-specific timing and response-bias limitations. Published June 22, 2020; checked October 15, 2026.