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Starter Guide: How to Create a Customer Satisfaction Survey

By Megan Jones Published February 9, 2022

Understanding the needs of your customers, how they interact with your products, or what they think about the service you provide, is crucial if you want to move your business forwards in the right direction. But often getting relevant and useful feedback from your customers can be a difficult task.

Creating a customer satisfaction survey can be an effective way to engage with your customers and collect the information you need to improve your products or services. Sending out a timely survey, especially one that includes an incentive, can result in gathering key insight from customers and clients that you can then use to inform future decision-making.

In this article, we look at the benefits of using the Gravity Forms Survey Add-On to create a customer satisfaction survey and how to get started using our free survey template, as well as share further survey resources.

Let’s jump in…

Gravity Forms Survey Add-On

With the Gravity Forms Survey Add-On, you can create a customer satisfaction survey to your exact requirements and add it to any page on your site. One of our most popular add-ons, Survey enables you to interact with your customers and collect and analyze the important data you need.

Here are a few of the top features Survey has to offer…

Survey Field Types

After installation of the Survey Add-On, you will find a Survey field added to the form editor – within this Survey field, there are eight Survey field types from which you can create your questions.

Survey field types include…

• Likert Scale – Customers can choose an answer from a scale of options.
• Rank – Customers can drag and drop options to rank them in their preferred order.
• Rating – Customers can select a star rating.
• Checkboxes – Customers can pick multiple options.
• Dropdown – Customers can select from a number of dropdown options.
• Paragraph Text – Customers can input multiple lines of text.

All survey field types are fully customizable, enabling you to create custom surveys appropriate to your survey goals and audience.

Integration with Gravity Forms’ Built-In Features

Not only does the Survey Add-On take the time and effort out of survey creation, but combined with the built-in features that Gravity Forms provides, you will also be able to quickly add powerful enhancements to your survey.

• Conditional Logic – Create smart surveys with conditional logic, showing relevant questions based on a customer’s previous answers, and ensuring you collect detailed and relevant information.

• Multi-Page Form Layouts – Split your customer satisfaction survey up into manageable chunks using the multi-page form layout feature – by giving the appearance of a shorter survey you will find completion rates increase significantly.

• After Form Submission – Gravity Forms provides advanced ‘after form submission’ functionality. Display a confirmation message, redirect a customer to a new page once they’ve submitted the form, or send a notification email thanking them for completing the survey and potentially sharing a thank you gift card, discount code, or other redeemed incentive.

• Further Integrations – Gravity Forms integrates with numerous third-party applications and services making it easy to sync your survey with a marketing provider or CRM like Mailchimp or HubSpot. Equally you can connect your survey with Zapier, enabling you to send your survey data to countless other platforms.

Survey Results

You can analyze a survey’s results right within your WordPress dashboard – Gravity Forms breaks down the results so you can get a clear insight into how your users have responded to each question. You can also view individual surveys as well as filter results, enabling you to gain an in-depth understanding of how your audience interacts and thinks about your products and/or services.

How to Create a Customer Satisfaction Survey

Setting up a customer satisfaction survey only takes a few steps, especially when using our free Survey template. Let’s take a look…

Step 1: Install The Survey Add-On

To get started, you first need to install the Survey Add-On. To do so, within your WordPress dashboard, select Forms > Add-Ons from the left-hand menu. Then scroll down the add-on page to Survey and click on Install > Activate.

Step 2: Import And Customize The Survey Form Template

Next, head over to our Form Template Library and download our pre-built survey template. To import the template, within your WordPress dashboard go to Forms > Import/Export > Import Forms. Select the downloaded survey form template and click the Import button. This will add the survey form template to your site.

You can then customize the survey to match your needs. Add more Survey fields, delete the ones you don’t want to use, change the survey field types, and create your questions.

If your survey is lengthy, we recommend that you use the multi-form Page field to help improve user experience. Within the form editor, you can also enable conditional logic, and under Form Settings configure the Confirmations and Notifications or sync your survey with other add-ons as discussed earlier – Mailchimp, HubSpot, or Zapier to name a few.

Once you have created your survey, select Save Form and Preview it to check you are happy!

Step 3: Embed your Survey in a Web Page

The last step is to embed your survey on a page of your WordPress website. If you’re using the block editor in WordPress, you can use the Gravity Forms block to add the survey to your page or post.

Start by navigating to the page where you want to add the survey. Then, within the editor, click the Plus sign and search for Gravity Forms. Under Embeds, click on Form. This will insert the Gravity Forms block.

Lastly, select your customer satisfaction survey from the drop-down menu. This will insert the survey into the page.

For further information on how to embed your survey in a page, or to do so using the Classic editor, check out this information in the Gravity Forms documentation.

Further Resources

Want to learn more about creating an effective survey with the Gravity Forms Survey Add-On? These resources can help…

• How to Improve Your Survey Form Response Rate
• This Month’s Feature Add-On… Survey.
• Gravity Forms Survey Add-On Documentation

Don’t Have Gravity Forms Yet?

If you don’t have Gravity Forms or the Survey Add-On, don’t worry. You can still test out everything in this article for free inside your own personalized Gravity Forms demo and see why Gravity Forms is the top choice for WordPress sites worldwide.

Already in love? Purchase our premium WordPress form plugin today!