You are reading this blog because you think feedback is important, don’t you?
Indeed, after knowing that about 91% of customers don’t complain after a bad customer experience but simply move on to your competitor’s product or service, you can become eager to know what’s on their mind.
So you may know that unsatisfactory customer experiences are behind customer churn, but does getting your customers to answer lengthy feedback forms do any magic?
The trick lies in asking the right customer satisfaction survey questions.
And you’ve been searching for them all along. Well, your search ends here.
This blog covers a list of more than 100 survey questions that your business can ask to measure customer satisfaction levels. The collected data can be of use to enhance the customer’s experience.
So let’s dive in.
Why Feedback Matters
A positive brand experience is a win-win situation. More than 80% of the companies find positive customer experience to be a major factor in gaining competitive advantage, according to the key findings of a Gartner Customer Experience Survey.
But what about when the experience is negative?
As Amazon honcho Jeff Bezos rightly said - "If you make a customer unhappy, they won’t tell five friends, they’ll tell 5,000 friends."
This negative word-of-mouth can cause significant damage to your brand image.
In the face of this, getting the right feedback using the right questions becomes immensely important to work towards customer satisfaction.
Customer Support Satisfaction Survey Questions
The customer satisfaction survey is important to provide personalized customer experience and measure a customer’s brand loyalty.
The questions asked must help in measuring the customer’s satisfaction with the product, services, and the company. Customer experience measurement metrics can be used to analyze feedback data.
You may be wondering about what questions to ask in a survey for customer satisfaction survey. For this, a few things need to be considered before you take up the customer satisfaction survey:
- Who would you survey? (New customers, old customers or renewals)
- What would you like to measure and how would you like to measure? (CSAT, NPS, CES, etc.)
- What time is suitable for sending the survey? (onboarding, after 7 days, every one month, during renewal or during product cancelation by the customer)
The customer satisfaction survey questions will majorly fall into four categories:
- Product satisfaction survey
- Website navigation satisfaction survey
- Brand satisfaction survey
- Customer service satisfaction survey
#1. Product Satisfaction Survey
A company’s success is linked to the products and services it offers. It is important to collect feedback from the customer to better understand their needs. Their feedback will act as that valuable piece of information that the product and marketing team can use to provide effective solutions.
In your customer satisfaction survey questions, you can include questions related to product quality, ease of usage, and its usefulness. Using this information, product owners can make improvements.
Here are examples of questions to ask in a customer satisfaction survey related to the product.
- How much does our product meet your expectations?
- What was our product’s feature that was most useful to you?
- If there’s anything we can do to make our product better, what would that be?
- Which of the following words would you use to describe our product? (awesome, good, average, poor quality, bad buy)
- If you are given the option to change one thing about our product, what would that be?
- What is your preferred mode to buy our product- Online or offline?
- What problem did our product help you solve?
- How satisfied are you with the product quality?
- What are the factors that influence your buying decision?
- Would you like to use or repurchase our product?
- Did you find the cost of the product justifiable?
- What was the feature of our product that added most value?
- What else can we do to meet your requirements even more?
- Give one word you feel best describes our product’s performance.
- Has our product helped achieve your goals?
- What do you think can be improved in the product?
- How often do you use the product or service?
- Did you like the product packaging?
- What is your favorite element of the product or service?
- In terms of quality and performance, do our products and services meet your needs and expectations?
- How much would you rate our quality management on a scale of 1 to 10?
- What persuades you to use our product more often?
- What do you think can be added to the product/service to make it better?
- On a scale of 1-10, how likely is it that you would recommend our product/service to a friend or colleague?
- Did you find our product/service better, worse or somewhat the same in comparison to the products offered by our competitors?
- To what extent do you agree with the following statement. "(Product name)
has added value to our business"-
- Strongly agree
- Somewhat agree
- Somewhat disagree
- Strongly disagree
- Can’t say
- According to you, which area of the product needs improvement? -Packaging, performance, marketing, others.
- Did you feel that our product is better than other products available in the market? If yes, how.
- Are there any other products or product features you would like us to offer?
- Was there anything specific about our product that was not covered in the survey?
- Do you have any other comments, queries or questions for us?
#2. Website Navigation Satisfaction Survey
On a website, a customer can have a pleasant experience or a difficult one. This might sound alright. But not to a business that is trying to establish credibility and build a strong online presence.
Poor navigation and usability are one of the main reasons why visitors may abandon your website. What’s worse? Nearly 90% of them will not return to your site after a bad experience.
When you are trying to gain a visitor’s trust, having a non-standard website style, generic labels and too many menu items is a big No-No.
Taking a survey will help you gain insights about the things that you can change about the website or incorporate into its design to enhance the user experience. The importance of having the best questions to ask in a customer satisfaction survey can’t be emphasized enough.
Here’s a look at some of the website customer satisfaction survey questions that can be asked to assess this.
- How did you find us online?
- What was the aim of your visit to our website? Did you meet your goal?
- Did you find our website easy to navigate? If not, why?
- Are you satisfied with the website’s loading time?
- Were you able to smoothly navigate through web pages?
- What was your first impression when you entered the website?
- What was the most beneficial element of our website?
- On our website, were you able to find the information you were looking for?
- Were you able to locate the product details?
- Which method of payment did you prefer?
- Is there anything specific that made you choose us over competitors?
- Did our customer support help you find what you were looking for?
- Did you find all the information you were looking for in our FAQs section?
- How helpful did you find our video tutorials?
- Is there anything about the checkout process that you find problematic? If yes, how can we improve?
- Did you like the design of our website?
- Did you find our video tutorials helpful?
- Were the links easy to find?
- Did you like the blogs on our website? If yes, which one(s) did you like the most?
- On a scale of 0-10, how relevant did you find the content on our website?
- Did you find the images used on our website relevant and useful?
- How much would you rate our customer service?
- Was there anything specific that made you abandon the cart?
- Was there anything missing on our website?
- What made you abandon the website?
- What was the least impressive aspect of our website?
- How was your website navigation experience on your smartphone?
- Did you have to make multiple clicks to find what you were looking for?
- Do you have any suggestions related to our website design?
#3. Brand Satisfaction Survey
Do you know what the major elements forming a brand’s quality are? Well, they include, a company’s professionalism, responsiveness and overall performance.
Modern consumers seek a personalized brand experience. More than 60% of online users want businesses to consider their preferences to create brand experiences, according to Google.
A delightful brand experience positively impacts consumer’s satisfaction. A satisfied customer is more likely to develop brand loyalty and repurchase from the brand.
However, this isn’t enough.
You need to get feedback via the best survey questions for customer satisfaction to improve the brand.
Here are examples of the survey questions to measure customer satisfaction levels with the brand.
- How much would you rate our professionalism in product delivery to you?
- Are you satisfied with our brand image?
- How long have you been buying from our company?
- From where did you hear about our business?-Friend, advertisements, social media, email, other.
- How likely are you to choose our company for your next buy?
- How likely are you to recommend our brand to a friend or colleague?
- Would you like us to notify you of our new product launches?
- How would you rate our responsiveness in dealing with you?
- How much would you rate our technical competence?
- How much would you rate (brand name)?
- Which of the following terms best describes our brand?
- How impressed are you with our brand image?
- How much would you rate our performance internally?
- Did you find us to be understanding towards your needs?
- Overall, how satisfied or dissatisfied are you with our brand?
- What problem did our company solve for you?
- Did you like the unique story we tell through our business?
- Which 3 words or adjectives best describe our company?
- Are you satisfied with the deliverables?
- Are there any suggestions, we can improve our brand?
#4. Customer Service Satisfaction Survey
Customer support has emerged as the biggest competitive advantage to a business in recent years. Nearly 70% of consumers believe that companies are making more efforts to deliver delightful customer service. There is never a limit in terms of improvement in customer support. Take up the survey questions on customer satisfaction with service as the focal point.
Here are the sample questions for customer satisfaction survey you can ask your customers to know how happy/unhappy they are with your customer support and their experience with the representatives.
- How much would you rate our customer service?
- How responsive (or unresponsive) was our company towards your needs?
- Did our customer service representative reach you on time?
- Does our staff have a good knowledge of the products/services/business?
- How much effort do you need to make to let the customer support understand your problem?
- Did the customer support representative show enough patience when listening to your issue?
- On a scale of 0-10, how much would you rate our customer support?
- Did our customer support meet your expectations?
- Are you satisfied with the language the customer support team used?
- Do you think customer support took responsibility for your problem?
As discussed previously, before asking the survey questions for customer satisfaction, companies should segment their customers based on certain criteria to cater to the needs of the customers.
Here are some sample survey questions on customer satisfaction covering their demographics that you can include in your survey to help the sales departments know their target audience.
- How old are you?
- Where do you live?
- What is your ethnicity?
- What gender do you identify yourself as?
- Which languages are you capable of speaking fluently?
- What is your current employment status?
- What is the highest degree or level of education you have completed?
- What is your marital status?
- Do you have children? If yes, how many?
- How long have you been buying from our company?
You now have a comprehensive list of questions to ask for customer satisfaction survey. If required, you can add more samples of customer satisfaction survey questions suiting your needs.
However, make sure you stick to one approach- simple customer satisfaction survey questions.
The aim of the survey is mainly to improve weak operation areas. Once you have brought the changes, send a follow-up survey to gauge if the improvements are appreciated.
If you are looking for ready-to-use customer satisfaction survey questions templates, ProProfs Survey Maker can be extremely helpful. You will be spoilt for choice with the tons of customer satisfaction survey questions available in this tool.
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