In a market characterized by constant changes in customer needs and dynamics, only a few businesses thrive – the ones that continually keep improving and meet evolving customer needs.
But to fulfill your customer expectations, you first need to understand them. And that’s where customer satisfaction surveys can help.
In this article, we talk about some helpful tips to ask the right survey questions and also share 30+ ready-to-use customer satisfaction survey questions that you can apply right now.
Importance Of Customer Satisfaction Surveys
Customer satisfaction surveys allow you to gather valuable insights about your products or services from the customers. This feedback can be used to identify areas where the business is performing well and which areas need improvement.
There are several benefits to conducting customer satisfaction surveys for your business. Let’s look at a few of them.
- Gathering valuable insights: Customer satisfaction surveys provides you with valuable insights into the preferences and needs of your customers. This information can help you understand your target market and make informed marketing and product development efforts.
- Identifying areas for improvement: Customer data helps you identify the existing gaps in your business and make improvements. This can include issues with product quality, customer service, or other aspects of the customer experience.
- Improving customer loyalty: By gathering feedback from customers, you can understand what exactly your audience wants, whether or not your brand is aligning with their expectations and take steps to increase customer satisfaction. Result? Happier customers and increased customer loyalty.
- Tracking customer satisfaction over time: By conducting regular customer satisfaction surveys, you can track changes in customer satisfaction metrics over time and identify trends. This helps you understand the impact of any changes you have made and make further improvements as needed.
4 Types Of Customer Satisfaction Surveys
There are four types of customer satisfaction surveys that businesses can use to gather feedback from their customers: Customer Satisfaction Score, Net Promoter Score, Customer Effort Score, and Product-Market Fit.
Let’s look at each of them in detail to get a better understanding of the survey types.
Customer Satisfaction Score (CSAT)
Customer satisfaction score (CSAT) survey measures how satisfied your customer is with the product or service they have received.
For instance, the customers are asked to rate their level of satisfaction on a scale of 1 to 10 (or worst to best). A higher score indicates greater satisfaction, whereas a lower score corresponds to a lower level of satisfaction.
Net Promoter Score (NPS)
NPS is a customer loyalty metric that measures the likelihood of them recommending your company’s products or services to others. The survey typically asks the customers to rate their responses on a scale of 0 to 10, with 0 representing “not at all likely” and 10 representing “extremely likely.”
The respondents for this type of survey are divided into three categories:
- Promoters- Rate your company a 9 or 10. They are satisfied customers who are likely to recommend your brand to others.
- Passives- Provide a rating of 7 or 8. They are neutral and will not put much effort to promote your brand.
- Detractors- These customers rate your company 0 to 6 and are unlikely to recommend it to others.
To calculate an NPS, the percentage of promoters is subtracted from the percentage of detractors. The resulting score can range from -100 (all respondents are detractors) to 100 (all respondents are promoters).
A positive NPS is generally considered good, as it indicates that the majority of customers are likely to recommend your company to others.
Customer Effort Score (CES)
This metric measures the efforts taken by your customers to use your product or receive support. In this type of survey, the customers are asked to rate their perceived level of effort on a scale of 1 to 5 (or 7), with 1 representing “very low effort” while the highest end represents “very high effort.”
CES is a great way to understand the user-friendliness of your products or services and to evaluate customer service, as it provides insight into how easy it was for customers to get the help they needed and how smoothly the resolution process went.
Product-Market Fit (PMF)
Product Market Fit (PMF) refers to the degree to which your product meets the expectations of its target market. It is essential in product development, as a product that is well-aligned with the needs of its target market is more likely to be successful.
There are a few key indicators of product market fit including:
- Demand for the product: Is there a sufficient level of demand for the product in the target market?
- Customer satisfaction: Are customers satisfied with the product and do they continue to use it?
- Revenue and profitability: Is the product generating sufficient revenue and profitability for the company?
- Market share: Is the product gaining market share in its target market?
To determine PMF, you may conduct market research and gather feedback from customers through surveys, focus groups, and other methods.
5 Tips To Prepare The Customer Satisfaction Survey Questionnaire
It’s easy to create different surveys but tricky to pick the right questions to encourage responses from your customers. To help you out, here are 5 solid tips to prepare a survey questionnaire that gets insightful product feedback.
Short & Precise Questions
It’s important to create survey questions that are specific and easy to answer. A good idea is to choose a single survey topic and ask questions only about it. This makes the response process fairly simple for your customers and helps you get deeper insights.
Relevant To Your Sample Audience
If your survey questions are not relevant to your sample audience, it not just prevents you from gaining valuable information but can also lead to survey fatigue among your respondents. To avoid this, always segment your customers based on similar variables and strategize survey questions accordingly.
Avoid Leading Questions
You don’t want to get biased answers that are not completely honest. But sometimes, this is caused by the type of questions asked. This makes it very important to not frame questions in a way that guides customers toward a desired answer.
Use Open-ended Questions
A great way to get meaningful insights is to allow your customers to speak their hearts out. Open-ended questions allow your respondents to provide an in-depth review of their experience in the form of open text and not just a “yes” or “no”.
Balance The Response Types
Your survey length shouldn’t be too long but must be able to bring you meaningful customer data. This can be done by balancing your survey with questions that require different response types. Make it easy for your audience to answer the questions but also ensure you collect as much data as possible.
30+ Effective Customer Satisfaction Survey Questions to Ask
Now that you know the different customer satisfaction survey types and some smart tips to create the right questions, let’s dig into some ready-to-use questions that you can incorporate in your next survey.
Customer Demographics
These questions allow you to understand and segment your audience based on demographical characteristics. When you understand their priorities, you are more likely to ideate their purchasing behaviors and make iterations. For example, if you figure out most of your customers are millennials, you can modify your marketing strategies to suit their tastes better.
Here are some of the questions that you can include in this category:
- What is your age?
- What is your gender identity?
- What is your marital status?
- Where do you live?
- What is your primary language?
- Do you have children under the age of 18?
Customer Behavior
These questions help you understand two important aspects of your business:
- How your brand is being perceived by your audience
- How well your competitors are performing in the market.
Once you get enough understanding of your consumer’s behavior, you can take necessary actions to retain them over your competitors.
Here are some examples of customer satisfaction survey questions that can help you understand your customer better:
- How likely are you to recommend our company to a friend or colleague?
- How did you hear about our company?
- What is your main goal for using our product/service?
- Would you use our product/service again?
- To what extent did our product satisfy your needs?
- What is the most important thing to you while selecting a product/service?
- What type of product/service do you usually purchase?
- How would you compare our products/services to our competitors?
- Would you switch to a cheaper alternative if available?
- What additional features would you like to see?
Product Or Service Experience
If you want to understand how well your product/service is being perceived by your target audience or develop it further, you need to gather frequent product feedback from your customers. Use these questions to find out.
- How satisfied are you with the product/service you purchased?
- What is the best thing about the product?
- What did you like the least about our product?
- What can we do to improve the product further?
- Was our website/platform easy to navigate?
- Did you easily find the information you needed on our platform?
- How was your checkout experience?
- Was the website visually pleasing to you?
- Are you satisfied with the range of available products?
- Based on your experience with the product/service, would you repurchase it?
- How can we improve our product/service for you?
Customer Service Experience
As per Hubspot research, 93% of customers are likely to make repeat purchases with companies offering excellent customer service. This is one of the most important aspects of your business that determines the level of customer satisfaction.
Ask these questions to get a better understanding of your existing customer support and the areas of improvement.
- Did we resolve your issue?
- How happy are you with our resolution?
- How would you like to rate the support you received?
- Are you satisfied with the resolution that is provided?
- What can we improve to provide better support?
- Are you satisfied with the service of our customer support representative?
- Did you find our customer service representative knowledgeable about the product?
- Do you have any additional comments or suggestions for improvement?
How Reviewfy.io Can Help You With Customer Satisfaction Surveys?
Asking the right questions to your customers can give you the needed information to skyrocket your business growth. You will be able to serve what your customers exactly need and always be one step ahead of your competitors.
If you want to enjoy the maximum benefits of customer satisfaction surveys and create campaigns that can encourage your respondents to act, Reviewfy.io is here to help. Our unique questionnaires and powerful survey strategies ensure your surveys never get ignored and bring you the data they are supposed to. Whether you are an enterprise-level corporation or a business starting out, our survey tool makes tapping into customer feedback easier.
Sign up for free to see how Reviewfy.io is the right solution for your Customer survey.
FAQs:
- Why use customer satisfaction surveys?
Customer satisfaction surveys can provide you with meaningful customer insights and product feedback that helps you to make more informed decisions and business improvements. - Why a customer satisfaction survey is important?
Customer satisfaction survey is important to tap into customer feedback and integrate it into your business. The best way to utilize customer satisfaction surveys is to ask them the right questions that provide you with meaningful insights. - How to create a customer satisfaction survey?
To create a customer satisfaction survey, you need to 1. Determine the objective and create a plan that aligns with it 2. Prepare the survey questionnaire 3. Decide your sample audience 4. Use an online survey tool to implement the survey campaign - How often should you conduct a customer satisfaction survey?
While there can be multiple answers to this question depending on your business, the best way to decide this is to follow the strategy “often enough to always stay updated with their needs and problems, but not frequent enough to stress them out.” - What are the 5 types of survey questions?
The 5 types of survey questions are: Open-Ended Questions, Multiple Choice Questions, Ordinal Scale Questions, Interval Scale Questions, and Ratio Scale Questions.
