Customer Satisfaction Survey & Customer Feedback 2026/2027 – CSAT, Net Promoter Score & Excel | Word/PDF

Customer Satisfaction Survey Template 2026/2027 – customer feedback, CSAT, recommendation index, and Excel

Find out what customers think with an editable customer satisfaction survey in Word, PDF, and Excel. This complete template package provides your company with ready-made customer surveys, an invitation with a reminder, a form for feedback and improvement work, as well as a management report that follows up on both customer satisfaction and concrete actions.

With the included Excel register for customer feedback, you can compile responses according to three clearly separated scales: customer satisfaction (CSAT), recommendation index on a scale of 0–10, and the customer's perceived ease (CES). Excel includes a dashboard with eight key performance indicators, status fields, and registers for surveys, cases, and follow-ups.

Digital delivery: 15 files in a ZIP package – seven editable DOCX, seven searchable PDF, and one XLSX workbook with nine tabs. Five main Swedish templates, a Swedish user guide, and a separate English User Guide.

The material is developed for small businesses, customer service, e-commerce, consultants, and organizations that want to work in a structured manner with customer experience. It contains no real customer data, sample customers, or allegedly statistically representative results.

Excel customer satisfaction – dashboard and nine tabs

The Excel file contains the tabs Overview, Surveys, Responses, Cases, Actions, Mailings, Segments, Data protection, and Read me. You can register different surveys via survey ID, enter numerical responses, and document feedback and subsequent improvement measures.

The overview compiles eight indicators: valid recommendation responses, recommendation index, CSAT, average CES, open feedback cases, unfinished actions, registered surveys, and planned mailings. Empty registers show zero as a technical initial value – which does not mean that customer satisfaction has been measured at 0 percent.

How do the calculations work?

CSAT – customer satisfaction: Percentage of responses of 4 or 5 out of all valid responses to a five-point question, expressed as a percentage.

Recommendation index (NPS method): The proportion of recommending responses 9–10 minus the proportion of critical responses 0–6 among all valid 0–10 responses. Responses 7–8 are included in the number of responses but do not contribute positively or negatively. The index can be between −100 and +100 and is a score, not a percentage.

CES – customer effort: Average on a scale of 1–7 where the template explicitly defines 1 as very difficult and 7 as very easy. Only compare results when the question phrasing and scale direction are the same.

The formulas have been tested with temporary data: three responses, recommendation index 0, CSAT 66.7 percent, and CES 5.33. The test data is not saved in the delivery file. Automatic calculations do not provide a guarantee of statistical representativeness or that all entered responses are truthful.

How to conduct a customer satisfaction survey – 10 steps

1. Determine the purpose: do you want to track delivery quality, customer interaction, service experience, or specific improvement work?
2. Define the target group and the period the survey covers. Document which customers are being asked and how the selection is made.
3. Choose questions: a satisfaction question 1–5, recommendation question 0–10, or ease-of-use question 1–7; only combine when relevant.
4. Assess data protection: check the legal basis, what data is needed, duty to inform, and deletion/disposal.
5. Check the communication channel: mailings must not constitute hidden marketing or be sent without assessing rules for the method.
6. Send a neutral invitation that shows who is asking, the purpose, the time to respond, and where privacy information can be found.
7. Register responses in Excel with survey ID and without unnecessary names, personal identification numbers, or sensitive free-text data.
8. Interpret results with caution: report number of responses, response rate, sample, measurement period, and possible biases.
9. Create actions for recurring problems, with a responsible person or function, deadline, and exit criteria.
10. Follow up in the next period and test whether the improvements have led to a better customer experience.

GDPR and customer feedback – what does the company need to consider?

A customer satisfaction survey may involve processing personal data even if the questionnaire lacks name fields. Customer ID, email address, unique links, free-text responses, and exact timestamps can sometimes make a person identifiable. Pseudonymized data can still be personal data.

Legal basis and information

According to the Swedish Authority for Privacy Protection (IMY), the processing must have a legal basis determined before the data is collected. Having a purchase agreement with a customer does not automatically grant the right to process customer data for every individual customer survey. Consent is one possible basis but is not always appropriate or necessary; a documented balancing of interests may be applicable under certain circumstances. Clearly inform about the purpose, legal basis, recipients, and storage period.

Data minimization and storage period

Only collect data that is necessary for a concrete purpose. Avoid personal identification numbers and sensitive data in open comment fields. Once the purpose has ceased, identifiable data should normally be deleted or anonymized, unless another legal basis or obligation justifies retention.

Difference between feedback and complaints

A voluntary survey does not replace the consumer's right to complain or the company's obligation to handle actual contract or delivery errors. Separate feedback cases from formal complaints and marketing campaigns. An invitation to the survey may not automatically be treated as permission to send advertisements.

Limitations of the NPS method

The recommendation index uses an established method described by Bain & Company. NPS and related terms are associated with trademark rights. This is a standalone and independently developed document template and is not certified, sponsored, or licensed by Bain, Satmetrix, or the rights holders of the method. An index alone does not prove profitability, customer loyalty, or the cause of a change.

Related templates on Mallbutiken.se

• Complaint Register & Return Handling – for more formal customer service, complaint cases, and return processes.
• Complaint Letter for goods and services – when a customer problem involves a concrete claim or complaint.
• Privacy Policy & Cookie Policy – for privacy information and the website's personal data routines.
• GDPR register extract & data subject rights – for data subject rights cases.

Frequently asked questions about customer satisfaction surveys

What is a customer satisfaction survey?

A survey where customers provide structured feedback about an experience, delivery, good, or service. The results are used to identify strengths and areas for improvement.

Is a customer survey included in Word?

Yes. You receive a CSAT survey and a specific recommendation survey, both of which can be edited in Word and used as searchable PDF documents.

What does CSAT mean?

Here, CSAT measures the proportion of satisfied responses (4–5) to a five-point question. The calculation is based on valid responses and shows a percentage.

How does Excel calculate the recommendation index?

As the proportion of responses 9–10 minus the proportion of responses 0–6 among all valid 0–10 responses, multiplied by 100. The result is expressed as points between −100 and +100.

Can Excel show how easy customers find a case?

Yes. A CES column uses a scale of 1–7 and compiles average ease according to the template's defined direction.

Is Excel pre-filled with fictional customers?

No. The register is empty upon delivery and contains no real or made-up customer responses. The dashboard's zero values are just a technical starting state.

Can I send the survey without specific GDPR checks?

No. Assess legal basis, data minimization, duty to inform, mailing channel, and storage period for your business before sending.

Are English surveys included?

No. The five main templates are in Swedish. The package contains a Swedish guide and an English user guide.

Can I use the results as statistically certain conclusions?

Not automatically. Representativeness and certainty depend on sampling method, number of responses, non-response, how the questions were asked, and other circumstances.

Method sources and data protection

• IMY – legal basis
• IMY – fundamental principles under GDPR
• Bain – measuring Net Promoter Score

Svenska Dokumentmallar · Version 1.0 – 2026/2027 · Source check 2026-10-18 · DOCX, searchable PDF and XLSX · 15 files in ZIP.