Planner · WTR 1998
Staff holiday planner
A leave record per person with entitlement, carry-over and every request approved, a team planner a quarter per page, and the 2026 and 2027 bank holidays by nation. As a PDF, Word and an Excel workbook.
Free download · Editable PDF
Free customer satisfaction survey template
A customer satisfaction survey asks the customer what they thought of a finished job: the service, the programme, the people on site and the work itself. This one is for the end of the 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 satisfaction survey template
3 pagesThe customer and the job
Their name, organisation and contact details, the project or property address, the date the works were completed, 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
Whether the programme was agreed and kept, whether the works finished on time, and whether your operatives were polite and tidied up. Then the finished work, scored from 1 to 10.
Overall
Satisfaction with the whole service before and during the work, scored from 1 to 10, whether they would use you again, and their 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 a customer satisfaction survey is required
Checked against the sourceNo general legal duty
No UK law requires every contractor to survey its customers. 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. Customer surveys are one of the methods the standard gives. ISO 9001:2026 keeps the requirement.
ISO 9001:2015, clause 9.1.2Social housing in England
Landlords publish tenant satisfaction measures every year, including satisfaction with repairs. The figures come from the landlord’s own perception survey, never from a survey triggered by a completed repair.
RSH Tenant Satisfaction Measures Direction, paragraph 35Telling residents how to complain
A landlord asking for feedback must give residents details of how to complain, and answers for contractors handling complaints in line with the Code.
Housing Ombudsman Complaint Handling Code 2024, paragraphs 1.6 and 5.5Publishing comments as reviews
Fake consumer reviews, and consumer reviews published in a misleading way, are banned. A firm that publishes reviews must take reasonable steps to prevent them.
Digital Markets, Competition and Consumers Act 2024, Schedule 20 paragraph 13How to use it
Send it from the office
Not by the person who ran the job. A customer will tell a form what they will not say to the supervisor standing in front of them.
Send it while the job is fresh
Within a week or two of handover. On longer works, the monthly customer feedback form asks the same questions while the answers can still change the job.
Run it without the paper
In Unibuild the same questionnaire reaches the customer in their client portal or app, by 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 satisfaction surveys.
Asked most often
Questions about
Questions about
this template.
Is this customer satisfaction survey template 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.
What should a customer satisfaction survey ask after building work?
Ask about the job in the order the customer lived it. Start with the service before work started, whether the programme was agreed and kept, time, and the operatives’ courtesy and tidiness. Then score the finished work and the overall service from 1 to 10, ask whether they would use you again, and leave room for comments.
Is a customer satisfaction survey a legal requirement?
No UK law requires every contractor to survey its customers. ISO 9001 certification requires customer satisfaction to be monitored, and a social landlord or public buyer may make it a condition of the contract. A social landlord asking residents for feedback must also tell them how to complain.
When should we send it?
Within a week or two of handover, while the job is fresh. On a long job, send the monthly customer feedback form as well, so a problem is found while it can still be fixed.
Should every question be compulsory?
No. A customer who answers three questions still leaves you three answers, and a form that demands everything is abandoned halfway. This template tells the customer that every question is optional.
Can we quote the comments in a tender or on our website?
Yes, with the customer’s agreement, which the form asks for, with or without their name. Where the customers are consumers, fake reviews and reviews presented in a misleading way are banned under the Digital Markets, Competition and Consumers Act 2024.
How does Unibuild handle customer satisfaction surveys?
Unibuild sends a monthly questionnaire while the works run and a completion questionnaire at handover. The customer answers 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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