What is the customer case study questionnaire form template?
The best case studies follow a simple arc — the problem, why the customer chose you, and what changed — backed by a real result and a quote in the customer's own words. Getting all of that usually takes a long call, several follow-up emails and a separate conversation about what you're allowed to publish.
This customer case study questionnaire does the groundwork before you write a word. It asks about the customer and their organisation, the challenge and how they handled it before, why they chose you and how they got started, what has changed since, measurable results and a short quote. The final page records exactly how they want to be credited, whether you can use their logo and photos, and where the story may appear.
Every response is saved as a PDF in your FileIt vault with the uploaded logo and photos, so your marketing team has the source material and a clear record of what the customer agreed to.
- Best for
- Marketing teams, agencies, SaaS companies and service businesses
- Filled in by
- Happy customers who have agreed to take part in a case study
- Time to complete
- About 15 minutes
- Includes
- Challenge, solution and results sections, a 0–10 recommendation scale, attribution choices, logo and photo uploads, two consents
Who uses a customer case study questionnaire form?
- A software company collecting stories from customers for its website
- An agency showing results from client projects in pitches
- A consultancy building anonymised case studies for regulated sectors
- A customer success team gathering proof points for sales
- A B2B supplier collecting stories for a trade press article
- Preparing for a recorded customer interview with the basics already covered
Questions on this customer case study questionnaire form
29 questions over 5 pages · includes file upload, conditional questions, multiple pages, consent checkbox, ratings.
1 About you & your organisation
- Your name*
- Job title*
- Organisation*
- Email*
- Website
- Industry Retail & e-commerce · Professional services · Healthcare · Education · Manufacturing · Technology · Financial services · Hospitality · Nonprofit · Public sector · Construction & property · Other
- Organisation size 1–10 people · 11–50 · 51–200 · 201–1,000 · Over 1,000
- Customer since (roughly)
- Products or services you use
2 The challenge
- What problem were you trying to solve?*
- How were you handling it before?
- What was it costing you?
- Other options you considered
3 The solution
- Why did you choose us?*
- How did you get started, and how long did it take?
- Which features or parts of the service matter most?
4 Results
- What has changed since?*
- Measurable results
- When did you first see results? Within the first week · Within a month · Within three months · Longer than three months
- In one or two sentences, how would you describe the difference we've made?*
- How likely are you to recommend us to a colleague?
5 Publishing & approval
- How may we credit you?* Name, job title and organisation · Organisation only · Job title and industry only — no names · Internal use only — don't publish
- May we use your organisation's logo? asked only when it applies
- Logo file asked only when it applies
- Headshot or photos of your team or work
- Would you be happy to do a short follow-up interview?
- Where may we share it? asked only when it applies Our website · Sales presentations · Social media · Email newsletters · Press and PR · Printed materials
- Review before publishing*
- Authority*
The customer case study questionnaire form, page by page
1 About you & your organisation
The customer gives their name, job title, organisation, email and website, their industry and organisation size, roughly when they became a customer, and which products or services they use.
2 The challenge
They describe the problem they were trying to solve, how they handled it before, what it was costing them in time, money or errors, and any other options they considered.
3 The solution
The customer explains why they chose you, how they got started and how long it took, and which features or parts of the service matter most to them.
4 Results
They describe what has changed, list measurable results with before and after figures where they have them, say when they first saw results, write a short quote and rate how likely they are to recommend you on a 0–10 scale.
5 Publishing & approval
The customer chooses how they may be credited — full name and organisation, organisation only, anonymised by job title and industry, or internal use only. Full credit opens a question about using their logo, with an upload. They can add photos, say whether they'd do a follow-up interview, choose where the story may be shared, ask to approve the final version before publishing and confirm they're authorised to share the information.
Make the template yours
- Replace the product field with a dropdown of your own products or services
- Add industry-specific result questions, such as hours saved or conversion rates
- Remove the logo questions if you only publish anonymised stories
- Send it as a personal request to each customer, prefilled with their name and email, so you can see who has responded
- File responses in a Marketing or Case studies folder
- Thank participants in the confirmation message and say when they'll see a draft
Tips for a better customer case study questionnaire form
- Ask the customer's permission before sending the questionnaire, not after
- Use their exact words for quotes, and let them approve any edits
- If they don't have hard numbers, ask for a specific example instead
- Keep the approved final version on file with the questionnaire
- Respect the attribution choice — an anonymised story is still valuable
Every response becomes a PDF in your vault
When the questionnaire is submitted, FileIt saves it as a PDF with the logo and photos attached, files it in your vault and notifies you. The customer can receive a copy of their answers.
Your writer can work straight from the PDF, and the attribution and sharing answers stay on record with it. The Responses table lets you track which customers have responded and export the answers to CSV.
- Start from this template. It opens in the FileIt Forms designer — change any question, add pages, set the rules for when questions appear.
- Share it. Turn on a public link, or send it to people by email, each with their own link. They don’t need a FileIt account.
- Get the answers as PDFs. Each response is saved as a PDF in the vault folder you choose, with uploaded files attached — and listed in a Responses table you can export to CSV.
Customer case study questionnaire form: frequently asked questions
Is this case study questionnaire free?
Yes. It's a starter template in FileIt's Forms app, available on every plan including the free plan.
Can customers stay anonymous?
Yes. They can choose organisation only, job title and industry only, or internal use only, and the sharing questions adjust to match.
Does submitting the form mean I can publish?
Not on its own. The form records the customer's choices and their request to approve the final version; publish only once they've approved it.
Can customers upload their logo?
Yes. If they choose full credit and agree to logo use, an upload field appears for the logo file.
Do customers need a FileIt account?
No. You send them a link and they fill it in without signing up.
Where are responses stored?
Each response is saved as a PDF in your FileIt vault and listed in the Responses table.