Customer Satisfaction Survey Questions for Repair and Service Companies
28 ready-to-use questions to find out how customers feel about your service, plus a short sample survey, the best time to send it and what to do with the answers.
When to send a customer satisfaction survey
Send the survey as soon as the job is completed, ideally the same day. The visit, the technician and the price are still fresh, and customers are more likely to answer.
Keep it short. Five to seven questions, most of them answered with one tap, get many more responses than a long form. Always include one open question: it is often where the most useful comments appear.
Choosing the rating scale
| Scale | Best for | Example |
|---|---|---|
| 1 to 5 stars or points | Satisfaction with specific parts of the service | How would you rate the quality of the work? |
| 0 to 10 | Likelihood to recommend (the idea behind the Net Promoter Score) | How likely are you to recommend us? |
| Yes / No | Facts that are either true or not | Did the technician arrive on time? |
| Open text | Reasons, ideas and complaints | What could we do better? |
Use the same scale across surveys so you can compare results over time, by technician and by type of job.
28 customer satisfaction survey questions
Pick the questions that matter for your business. You do not need all of them in the same survey.
Overall satisfaction
- Overall, how satisfied are you with the service you received?
- Did we solve the problem you contacted us about?
- How does our service compare with what you expected?
Booking and communication
- How easy was it to request the service?
- Did we explain clearly what would happen and when?
- Were you kept informed about the progress of your job?
- Was it easy to reach us when you had a question?
- How clear was the estimate before the work started?
The technician and the work
- Was the technician courteous and professional?
- Did the technician explain the problem and the solution in a way you understood?
- How would you rate the quality of the work?
- Was the work area left clean and tidy?
- Did the technician have the parts and tools needed?
- Do you trust the recommendations the technician made?
Timeliness
- Did the technician arrive within the time window we gave you?
- Was the job completed when we said it would be?
- How satisfied are you with the total time it took to complete the job?
- If there was a delay, did we tell you in advance?
Price and billing
- Was the final price in line with the estimate?
- How would you rate the value for money of the service?
- Was the invoice clear and easy to understand?
- How easy was it to pay?
Loyalty and recommendation
- How likely are you to recommend us to a friend or colleague? (0 to 10)
- Would you use our service again?
- Would you like us to remind you when your equipment is due for maintenance?
Open questions
- What did we do especially well?
- What is one thing we could do better next time?
- Is there anything else you would like to tell us?
A short sample survey you can use today
If you only send one survey, this one covers what most repair and service customers care about:
- Overall, how satisfied are you with the service you received? (1 to 5)
- Did we solve the problem you contacted us about? (Yes / No)
- Was the job completed when we said it would be? (Yes / No)
- How would you rate the technician? (1 to 5)
- Was the final price in line with the estimate? (Yes / No)
- How likely are you to recommend us to a friend or colleague? (0 to 10)
- What is one thing we could do better next time? (open)
Questions to avoid
- Leading questions such as "How great was our technician?". Ask "How would you rate the technician?" instead.
- Two questions in one, such as "Was the technician fast and friendly?". If the answer is low, you will not know which part failed.
- Questions you will never act on. Every question costs responses, so each one should lead to a decision.
- Internal jargon. Customers do not know what "first-time fix" or "dispatch" means.
What to do with the answers
- Call back low scores within a day. A quick call often turns an unhappy customer into a loyal one, and you learn what went wrong.
- Look at the results by area. Compare technicians, branches and types of job instead of only the overall average.
- Watch the trend. Compare each month with your own previous results rather than with a generic industry figure.
- Share good comments with the team. Positive feedback is one of the cheapest ways to motivate technicians.
- Fix recurring complaints. If several customers mention delays or unclear estimates, change the process, not just the message.
Sending surveys automatically with RSS
With satisfaction surveys in RSS, you assign a survey to each work order and the customer is invited to answer it when the job is completed. Use the predefined surveys or create as many custom surveys as you need, for example one for shop repairs and another for on-site visits.
Customers answer from the customer portal, by scanning a QR code or from a link sent by WhatsApp, and RSS shows the results by question and by area.
Frequently Asked Questions
How many questions should a customer satisfaction survey have?
Five to seven is a good range for service companies. Short surveys answered on a phone get far more responses than long forms.
When is the best time to send a satisfaction survey?
Right after the job is completed, ideally the same day, while the customer still remembers the details of the visit.
What is a good customer satisfaction score?
The most useful comparison is with your own results over time and between technicians, branches and job types. Look for trends and for the reasons behind low scores.
Should customer surveys be anonymous?
For service companies it is usually better to link each answer to the job, so you can follow up on problems and see results by technician. Tell customers how their answers will be used.
Send a survey with every completed job
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