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Staff holiday planner
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Free download · Editable PDF
Free customer feedback form template
A customer feedback form asks the customer how the work is going while it is still running. This one is a monthly progress questionnaire for longer works, with satisfaction scored from 1 to 10, as an editable PDF and a Word document, free to use and reuse.
- Format
- Editable PDF and Word
- Pages
- 3
- Built on
- ISO 9001:2015 clause 9.1.2 and usual practice on major works
- Cost
- Free, always
What is in the customer feedback form template
3 pagesThe customer and the month
Their name, organisation and contact details, the project or property address, the month the form covers, and your reference.
Before the work started
How satisfied the customer was with your representative who dealt with them before the work began, scored from 1 to 10.
The works so far
Whether the programme was agreed and is being kept, whether the works are on programme, and whether your workforce is polite and tidies up. Then the standard of the works to date, scored from 1 to 10.
Overall so far
Satisfaction with the service so far, scored from 1 to 10, and the customer’s comments and suggestions.
Permissions and the office
Whether you may contact them and quote their comments, a line for your complaints route, and a box for what the office did about the answers.
A guidance page
When to send it, who sends it, ISO 9001, social housing, accessibility, quoting comments and personal data. Keep it, and send the first two pages.
When customer feedback is required
Checked against the sourceNo general legal duty
No UK law requires every contractor to ask its customers for feedback. The requirement comes from a certificate the firm holds, the regulator the customer answers to, or the contract.
Primary sources checked 9 November 2026ISO 9001
A certified firm monitors customers’ perceptions of how far their needs and expectations were met, and decides how it obtains and reviews that information. ISO 9001:2026 keeps the requirement.
ISO 9001:2015, clause 9.1.2Telling residents how to complain
On social housing work, a landlord asking for feedback must give residents details of how to complain. The form has a line for that route.
Housing Ombudsman Complaint Handling Code 2024, paragraph 1.6How to use it
Send it on the same date each month
A regular date makes it routine for the customer, and makes the scores comparable from one month to the next.
Ring about any low score
Any No, any score of 4 or below, or a complaint in the comments gets a call the same week. Record what was done in the office box.
Run it without the paper
In Unibuild the monthly questionnaire reaches the customer in their client portal or app, by an emailed link, or from the QR code on the site poster during an inspection. See client satisfaction surveys.
Asked most often
Questions about
Questions about
this template.
Is this customer feedback form free?
Yes. It is free to download, use and reuse, including on paid work and for clients, with no sign-up and no email address. Download the editable PDF or the Word version.
Why ask for feedback while the works are running?
Because a problem raised in the second month can still be put right on the job. Feedback asked for only at handover reports a problem after the last chance to fix it.
How often should we ask for customer feedback?
Monthly on works that run for more than a month or two, near the same date each time, then a customer satisfaction survey at completion. On a short job, the completion survey alone is enough.
What questions does the form ask?
The service before work started and the standard of the works to date, scored from 1 to 10. Then whether the programme was agreed and is being kept, whether the works are on programme, and whether operatives are polite and tidy up. Then overall satisfaction so far, and comments.
Who should send it?
The office, not the person who runs the job. A customer will tell a form things they will not say to the supervisor standing in front of them.
How does Unibuild handle monthly customer feedback?
The progress questionnaire goes to the customer each month while the works run. They answer in their client portal or app, from an emailed link, or from the QR code on the site poster. Each response is filed against the project and emailed to your team. See client feedback.
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The same records,
without the paper.
On the platform these stop being sheets. The check, the person, the date, the signature and the action that followed are recorded as the work runs and retrieved by site.