Customer Satisfaction (CSAT/NPS): 15 essential questions for your forms

In the subscription economy (SaaS) and e-commerce in 2026, ignoring your customers' opinions is a fatal error. A silent, dissatisfied customer will go straight to the competition, while leaving a negative review on Google.

To turn your buyers into ambassadors, you must establish a Feedback Loop. But what questions should you ask to obtain actionable data?

Here are the 15 strategic questions to integrate into your next surveys, categorized by the 3 major global indicators (NPS, CSAT, CES), and how FormDZ's architecture allows for automate them.

1. The Net Promoter Score (NPS): Measuring Global Loyalty

The NPS is the king indicator. It measures attachment to your brand over the long term. It is generally requested a few weeks after purchase.

1. The classic question: « On a scale of 0 to 10, how likely are you to recommend our company/product to a friend or colleague? »
2. For Promoters (Scores 9 to 10): « What do you like most about our service? »
3. For Passives (Scores 7 to 8): « What could we improve to earn a 10 next time? »
4. For Detractors (Scores 0 to 6): « What was the main problem during your experience with us? »
5. Action Question: « Would you agree to be contacted by our team to discuss your feedback? »

The FormDZ Tip: Use conditional logic. If the customer clicks a score below 6, dynamically display question #4. Then connect a Webhook so that an urgent alert is sent to your customer service team's Slack channel or CRM to catch this customer immediately.

2. The Customer Satisfaction Score (CSAT): The Hot Interaction

CSAT is measured "hot," meaning immediately after a specific interaction (closing a support ticket, delivery of an order). The scale often ranges from 1 (Very Dissatisfied) to 5 (Very Satisfied).

6. « How satisfied are you with the resolution of your support ticket today? »
7. « How do you rate the quality of the product received compared to your expectations? »
8. « Was the delivery time respected? »
9. « Did you find the information you were looking for on our website? »
10. « How would you rate the friendliness of the representative in-store/on the phone? »

The FormDZ Tip: CSAT forms must be ultra-short. Use the Multi-step format to offer the star scale on the first screen. It's fast, frictionless, and compatible with any smartphone.

3. The Customer Effort Score (CES): Measuring Friction (UX)

The CES is based on a simple principle: the more effort a customer makes to use your service, the less loyal they will be.

11. « On a scale of 1 (Very Difficult) to 7 (Very Easy), how easy was it to finalize your online payment? »
12. « Is our software's interface intuitive to learn? »
13. « Did you need to contact support to understand how your product works? »

4. Open and Qualitative Questions

Numbers provide the trend; free text provides the context.

14. « If you could add just one feature to our product, what would it be? »
15. « Is there anything else you would like to share with our team? »

Conclusion: The Black Gold of Your Business

Don't let Google or Trustpilot reviews be the only place your customers express themselves. By taking the lead with regular satisfaction surveys, you identify problems before they become public.

By using FormDZ's professional infrastructure, you are not just creating simple questionnaires. You are setting up intelligent, automated, and sovereign workflows that can transform a furious customer into a loyal ambassador thanks to the responsiveness of your teams.

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