Field service customer satisfaction survey

A field service customer satisfaction survey is a short form where the customer rates the technician and the work after a visit. In this Excel template the customer scores five questions from 1 to 5 and says whether the first visit fixed the problem. NPS is the percentage of 9–10 answers to the 0–10 recommend question minus the percentage of 0–6 answers.

Excel file (.xlsx), five sheets: an A4 form, a log ready for 2,000 responses and a summary.

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One row per form, results next to it

The table comes from the sample data in the file. Type your own responses into the same columns and the average, NPS group and call-back flag recalculate.

Sample data, first 10 of 20 responses. Customer comments sit in the last column of the file.
	A	B	C	D	E	F	G	H	I	J	K	L	M	N
1	Date	Service report no.	Customer	Technician	On time	Work explained	Technical skill	Left clean and tidy	Overall satisfaction	Fixed on first visit	Recommend (0–10)	Average	NPS group	Follow-up
2	10/01/2026	SR-2026-0101	Sample customer 01	Technician 1	5	5	5	4	5	Yes	10	4.80	Promoter
3	10/01/2026	SR-2026-0102	Sample customer 02	Technician 2	4	4	5	4	4	Yes	9	4.20	Promoter
4	10/02/2026	SR-2026-0103	Sample customer 03	Technician 3	3	4	4	3	3	No	7	3.40	Passive
5	10/05/2026	SR-2026-0104	Sample customer 04	Technician 1	5	4	5	5	5	Yes	9	4.80	Promoter
6	10/05/2026	SR-2026-0105	Sample customer 05	Technician 4	2	3	4	4	3	Yes	6	3.20	Detractor	Call back
7	10/06/2026	SR-2026-0106	Sample customer 06	Technician 2	5	5	4	5	5	Yes	10	4.80	Promoter
8	10/07/2026	SR-2026-0107	Sample customer 07	Technician 3	4	3	3	2	3	No	5	3.00	Detractor	Call back
9	10/08/2026	SR-2026-0108	Sample customer 08	Technician 1	4	4	4	4	4	Yes	8	4.00	Passive
10	10/09/2026	SR-2026-0109	Sample customer 09	Technician 4	5	4	4	5	4	Yes	8	4.40	Passive
11	10/12/2026	SR-2026-0110	Sample customer 10	Technician 2	3	4	5	4	4	No	7	4.00	Passive

Sample data, first 10 of 20 responses. Customer comments sit in the last column of the file.

The questions and what to do when one scores low

Each question measures one moment of the visit that the customer sees. A low score points to the habit to fix.

Question	What it measures	When it scores low
On time	Whether the schedule held and the customer was given the right arrival time.	Check each technician's daily job count and travel time. Make it a rule that the office calls the customer when a visit runs late.
Work explained	Whether the customer understood what broke and what was done.	Before leaving, the technician explains the fault, the work done and the next service in two sentences.
Technical skill	How much the customer trusts the technician's work.	Repeated low scores on the same equipment type point to a training need. Send an experienced technician along on hard jobs.
Left clean and tidy	The work area the customer sees once the job is done.	Keep covers, gloves and bin bags in the van. Have the technician add a photo of the area to the report before closing the job.
Overall satisfaction	The overall impression the visit left.	Look at the other four scores. If they are all good, the reason may be waiting time, parts or the invoice; call the customer and ask.
Fixed on first visit	Whether the fault was cleared in a single visit.	Note the reason for every no: no part on the van, wrong diagnosis or missing equipment details. Adjust van stock to these notes.
Recommend (0–10)	Whether the customer is pleased enough to recommend you. NPS comes from this question.	Have the service manager call anyone who gives 0–6 within the same week. Listen, then tell the customer what will be done and when.

Three numbers on the Summary sheet

Track these three next to the average score. The Summary sheet calculates each in total and per technician.

NPS: The percentage of 9–10 answers to the recommend question minus the percentage of 0–6 answers. The result runs from −100 to 100. Answers of 7–8 only count towards the total.
First-time fix rate: Yes answers divided by yes plus no answers. Only forms with yes or no ticked are counted.
Call-back list: A customer who gives 1 or 2 on any question, or 0–6 on the recommend question, gets Call back in their row. The Summary counts these rows.

Use the template in four steps

1
Print the form
The Form sheet fits one A4 page. Put your company name on the top line. The technician leaves the form with the service report.
2
Or ask on the phone
Call the customer a day or two after the visit and read the seven questions in order. Type the answers straight into the Responses sheet.
3
Log the answers
One row per form: service report number, customer, technician and scores. You pick the technician from the list on the Technicians sheet.
4
Check the Summary weekly
The Summary sheet shows NPS, first-time fix rate and results per technician. Call the customers flagged Call back within the same week.

Excel file (.xlsx), five sheets: an A4 form, a log ready for 2,000 responses and a summary.

We confirm your email address with a code. The file downloads and a copy arrives in your inbox.

What is in the file

How to use: Steps for use, the rating scales and how each number is calculated.
Form: A feedback form that prints on one A4 page: service details, seven questions, a comment box and the customer's signature.
Responses: Where you type each form into one row. The average, NPS group and call-back flag come from formulas.
Summary: Response count, average per question, NPS, first-time fix rate and a table per technician.
Technicians: Your team's names, up to 10. The technician list on the Responses sheet comes from here.

Signed report, rating by link

In PureField Field Service the customer signs the service report on site, the PDF goes out by email and the work order closes. The customer rates the visit through a link. PureField Field Service

Frequently asked questions

How many questions should a customer satisfaction survey have?

As many as a customer can finish in two minutes. This form has five rating questions, one yes/no question and one recommend question. You can reword the questions on the Form sheet to suit your work; the columns on the Responses sheet stay the same.

How is NPS calculated?

Take the percentage of customers who answer 9 or 10 to the recommend question and subtract the percentage who answer 0 to 6. If 6 of 10 answers are 9–10 and 1 is 0–6, NPS is 60 − 10 = 50. The template calculates NPS on the Summary sheet, in total and per technician.

When should the form be filled in?

The technician can leave the form when the job is done, or the office can call the customer within a day or two and read the questions. Whichever you choose, use the same way for every visit so that months compare with each other.

Is it fair to compare technicians on a few responses?

With only a few responses, one customer's score moves the average a lot. Compare over a month or longer and read the response count on the Summary next to each result.

Which programs open the template?

The file is an .xlsx workbook. It opens in Microsoft Excel, Google Sheets and LibreOffice Calc, and the formulas work in all three. The Form sheet is set to print on one A4 portrait page.

Why do you ask for an email address?

We also send the file to the address you confirm, so you do not lose it. Product news is optional. Leave the box unticked and you only get the file.

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