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16 (+4) Best Customer Satisfaction Survey Questions To Use


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Retaining current customers is 5x cheaper than acquiring new ones. It's important to keep your customers happy. Here're 20 customer satisfaction questions which you can use instantly!

Published in: Business
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16 (+4) Best Customer Satisfaction Survey Questions To Use

  1. 1. 16 (+4) Best Customer Satisfaction Survey Questions To Use Survicate
  2. 2. What'll learn about Product feedback Customer effort feedback Your competitive position feedback Experience with the company feedback
  3. 3. Product feedbackQuestion category
  4. 4. Which of the following words would you use to describe our product? Buggy Fine, but there are some issues Fine Great Life-saving Hint: Find the most common positive words used to describe your product. If they're frequent, it may indicate it's what your customers look for in your product. You can use these words in your future marketing campaigns. 10#1
  5. 5. How well does our product meet your needs? Badly Fine Well Very well Hint: To make this customer feedback question even more actionable, ask the following two questions. #2
  6. 6. Which 3 features are the most valuable to you? Customer responses Custom integrations Design customisation Great html code Easy navigation Various survey types #3
  7. 7. What are the 3 most important features we’re missing? Customer responses Custom integrations Design customisation Great html code Easy navigation Various survey types You're not missing any features #4
  8. 8. If you could change just one thing about our product, what would it be? This is a variation of the fourth question. However, it's in an open-ended form. #5
  9. 9. What problem would you like to solve with our product? Leave it as an open-ended question. Hint: Ask this question before finalizing the sale. Maybe that your potential customers are looking for something different to their chosen product. #6
  10. 10. How would you rate the product's value for money? Bad Average Good Hint: It’s worth asking your customers this question after they spent a little time using your product. It may also be a follow-up after a finalized purchase, e.g. two weeks or one month after the sale. #7
  11. 11. Customer effort feedback Question category
  12. 12. How easy is it to navigate around our website? Very difficult Difficult Average Easy Very easy #8
  13. 13. Were you able to find the information you were looking for on our website? Yes No Hint: If there is information which your visitors find hard to find, make sure it’s in a visible place to enable quick access. It may be worth adding another section to the menu that would link directly to that subpage. #9
  14. 14. How much effort did you have to put to have your issue resolved? A lot of effort Average amount of effort Small amount of effort #10
  15. 15. How did the effort compare with your expectations? Leave it as an open-ended question. Hint: Send it in a follow-up survey along with question 10, after providing customer support. Send it a day or two from that date, to get a fresh insight into the quality of the provided support. #11
  16. 16. How responsive were we to your questions or concerns about our products? Very responsive Quite responsive Very responsive #12
  17. 17. To what extent do you agree with the statement: The company made it easy for me to handle my issue. Hint: As with questions 10-12, this CSAT survey should be sent to your customers soon after providing support. Fresh perspective can give you a clear indication of what you do right or wrong. Strongly agree Agree Partly agree Disagree Strongly disagree #13
  18. 18. Your competitive position feedback Question category
  19. 19. Compared to our competitors, is our product quality better, worse, or about the same? Better The same Worse #14 Hint: Send this CSAT survey between two weeks and one month from the purchase. Let your customers use your product for some time to get to know it a bit before judging it against your competitors.
  20. 20. Why did you choose our product over competitor’s? Use it as an open-ended question. #15
  21. 21. What other options did you consider before choosing our product? Leave it as an open-ended question. #16 Hint: Asking this question will allow you to find out what your customers consider your competition.
  22. 22. Experience with the company feedback Question category
  23. 23. On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague? Where 0 means not likely and 10 means very likely. #17 Hint: NPS is usually sent to customers via email. However, if you run a news website or another type of business where you don’t have customers, an NPS can also be used. Just run the survey on a website using targeted website surveys.
  24. 24. How likely are you to buy from us again? Very unlikely Rather unlikely Likely Very likely #18 Hint: Send it to your customers regurarly, e.g. once a year – depending on your industry and customer lifecycle. Try to observe the medium purchasing frequency.
  25. 25. What would you say to someone who asked about us? Leave it as an open-ended question. #19
  26. 26. What else would you like us to know?#20 Hint: You can either send it in a targeted website survey (e.g. after the website visitors responds to your questions about pricing while on the pricing page), in- message surveys via email (either with the follow-up surveys after the purchase or the provided customer support) or in your exit/return intent surveys (it can give you the answer to why they decided to churn or return the product). Leave it as an open-ended question.
  27. 27. Create your first CSAT survey with Survicate! It's FREE! It's FREE!