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ISO 9001:2015 Clause 9.1.2 requires your organization to monitor customer perceptions and use that data to drive improvement. This free template gives you everything you need to start measuring customer satisfaction in a way that will satisfy an auditor: a structured survey, a scoring guide, and a documented record you can present as evidence. The template is provided as an editable Word document (.docx) that opens in Microsoft Word or Google Docs. Add your logo, adjust the return address, and adapt the questions to your sector before distributing to customers. For the full guide to building a Clause 9.1.2 process, see our guide to ISO 9001 customer satisfaction.
What You Will Get
An editable Word (.docx) survey you can adapt to your organization
16 rated questions across four sections covering product quality, communication, delivery, and overall experience
A Net Promoter Score (NPS) row with 0 to 10 scale
Three open-text response areas for qualitative feedback
A scoring summary page with interpretation guide and action guidance
Instructions connecting the template to your ISO 9001 QMS (Clauses 9.1.2, 9.1.3, 9.3, 10.2)
Free, no subscription required
What the Template Covers
The survey is organized into five components that together satisfy the ISO 9001:2015 Clause 9.1.2 requirement for monitoring and reviewing customer perceptions.
Component | What it contains |
|---|---|
Instructions | Guidance on completing and recording surveys, connecting data to the QMS, and a rating scale reference table with action guidance per score level. |
Survey details | Header fields for organization name, customer name, product or service reviewed, survey date, surveyor name, and reference number. |
Rated questions (16 total) | Section 1: Product and Service Quality (4 questions); Section 2: Communication and Responsiveness (4 questions); Section 3: Delivery and Process (4 questions); Section 4: Overall Experience (3 questions plus NPS row). |
Open-text responses | Three response areas: what we did well, where we could improve, and any other comments. |
Scoring summary | Section scores table, overall average, NPS, scoring interpretation guide, and actions arising box for audit evidence. |
The scoring summary page is the most important page for ISO 9001 compliance. It provides the documented evidence of analysis and evaluation that Clause 9.1.3 requires, and gives auditors a single page of evidence showing that customer feedback has been reviewed and acted upon.
Who This Template Is For
This template is designed for any organization implementing or certified to ISO 9001:2015, across all sectors and sizes. It is particularly useful for organizations that:
Are preparing for their first ISO 9001 Stage 2 audit and need to demonstrate that a customer satisfaction monitoring process is in place
Have received a nonconformity or observation about customer satisfaction evidence at a previous surveillance audit
Are currently using an informal or inconsistent method (such as ad hoc email feedback) and want to move to a structured, auditable process
Want a printable survey they can hand to customers at point of delivery or project completion
Need an editable template they can adapt to their branding and distribute digitally
How to Use Your Download
The Word version can be opened in Microsoft Word or Google Docs and adapted for your organization: add your logo, adjust the return address on page 4, and modify the survey questions if your business has sector-specific requirements.
Once you have adapted the template, define the following in your customer satisfaction procedure: which customers will receive the survey, when it will be sent (for example, within five days of project completion or product delivery), who is responsible for sending it, and how often the results will be analyzed and presented at management review. These decisions should be documented in a brief procedure or work instruction to demonstrate that your process is planned rather than ad hoc.
What Auditors Look for and How This Template Addresses It
The most common audit finding on customer satisfaction is not a failure to collect feedback: it is collecting feedback and failing to show that it has been analyzed and acted upon.
This template addresses that directly. The scoring summary page documents the analysis in a format that is immediately recognizable to auditors. The actions arising box provides the link between feedback data and corrective action or improvement. The how-to-use instructions explain how to connect completed surveys to your management review agenda.
For a full guide to building a customer satisfaction process that satisfies Clause 9.1.2, see ISO 9001 Customer Satisfaction: How to Measure and Improve It.