Template Questions
All 9 Survey Questions
Nine questions covering every dimension of the professional services relationship that determines whether a client renews, expands, or refers. Question 7, likelihood to work together again, is the most direct renewal predictor in any professional services survey. A client who scores this at 3 or below is a churn risk within 90 days, regardless of what they say in calls.
Question 8 (NPS) measures referral behaviour. In professional services, 47% of new business comes from word of mouth. A client who scores NPS 9 or 10 is statistically likely to refer within 6 months without being asked.
01Overall, how satisfied are you with the quality of work we've delivered for you?Scale 1–5
02How well did we meet the agreed scope, timelines, and deliverables?Scale 1–5
03How would you rate the quality of communication and updates throughout our work together?Scale 1–5
04How confident are you in the expertise and knowledge our team brought to your project?Scale 1–5
05How responsive were we when you needed input, changes, or had questions?Scale 1–5
06How well did our work represent value for the investment you made?Scale 1–5
07How likely are you to work with us again on a future project or retainer?Scale 1–5
08How likely are you to recommend us to a colleague or business in your network? (0–10)NPS Scale
09What is the one thing we could have done differently to make this engagement more valuable for you?Open Text
When to Send It
Three Moments That Drive Retention
At project completion
Send within 5 days of the final deliverable while the engagement is still fresh. This is the most common cadence for project-based agencies and gives you a baseline score for each client relationship.
Quarterly for retainer clients
A quarterly health check for ongoing retained clients catches satisfaction dips before they become renewal conversations. Clients who score 3 or below on Q7 (work together again) need an account manager call within 2 weeks, not at the next QBR.
Before a renewal or upsell conversation
Run the survey 4 to 6 weeks before a renewal date. High satisfaction scores give you social proof and reference material. Low scores give you the intelligence to address issues before the commercial conversation happens.
How It Works
From Template to Client Insight in 3 Steps
01
Customise for each client
Add the client name, project name, and any specific questions about deliverables that matter for this engagement. Takes under two minutes.
02
Send directly from your email
Include the survey link in your project completion or quarterly report email. Clients respond privately in under three minutes without creating an account.
03
Act on it before it matters
Flag clients who score 3 or below on renewal intent for immediate follow-up. Use promoter scores (NPS 9-10) as your shortlist for testimonial and referral requests.
Sample Results
What Your Dashboard Shows
After 61 client surveys across 18 project completions at a brand strategy consultancy, the responsiveness gap against expertise and delivery scores pointed to a workflow problem, not a talent problem. Adding a 48-hour acknowledgement policy for all client requests moved the responsiveness score from 3.3 to 4.2 over two quarters without changing the team:
Client Satisfaction · 61 responses18 projects · 2025
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Overall satisfaction
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Client NPS
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Renewal intent
Delivery quality4.4 / 5
Expertise confidence4.6 / 5
Communication quality4.0 / 5
Responsiveness3.3 / 5
FAQ
Frequently Asked Questions
Is this client satisfaction survey template free?
Yes. Free forever with no signup required from your clients. Up to 100 responses free. Pro ($19/month) allows 10,000 responses and a quarter-by-quarter comparison timeline, useful for tracking trends across account managers and service lines.
What questions should a professional services client survey include?
Delivery quality, meeting agreed scope and timelines, communication throughout the project, expertise confidence, responsiveness, value for investment, likelihood to work together again, NPS (referral intent), and open feedback on what would have made the engagement better. This template covers all nine.
When should I send a client satisfaction survey?
For project-based work: within 5 days of final delivery. For retainer clients: quarterly. Before a renewal conversation: 4 to 6 weeks in advance. Waiting more than 4 weeks after project completion produces vague responses that are hard to act on specifically.
Should client surveys be anonymous for professional services?
Not fully, in most cases. Clients expect their feedback to be attributed so you can act on it for their account. Making responses private to senior leadership rather than the day-to-day team often produces more candid responses about team performance. VoteGenerator lets you control visibility of individual responses.
How does client satisfaction data affect renewals and referrals?
Professional services firms with structured client satisfaction programmes see 23% higher renewal rates and 34% higher referral rates than those relying on informal relationship management alone. The NPS question in this template is the single strongest predictor of referral behaviour in professional services relationships.
Can I use this for both project-based and retainer relationships?
Yes. For project engagements, run it at completion. For retainers, run it quarterly as a health check. Add a question about strategic value for long-term clients, and adjust the delivery question to reference ongoing output quality rather than a single project.
What happens when I reach 100 responses?
Pro ($19/month) gives you up to 10,000 responses, a quarterly comparison timeline, and CSV export for QBR presentations and client reporting.
Know what clients think before the renewal conversation
9 questions. No client signup. Know who your promoters are before you need to ask for a referral.
Use This Template - FreeNo signup required · Free up to 100 responses · Pro from $19/month