It's important to ask what we can do better. This additional feedback can help businesses address and issues and improve the company long-term. For example, a customer may write that the internet speed needs to be faster, or customer service needs to be more efficient in finding solutions. In doing so, businesses can tackle the issue at hand and turn weaknesses into strengths.
You stand a better chance at expanding and improving your market with this question. It\'s incredibly helpful to know whether your marketing is reaching the right demographic, or if you\'re getting business another way. By knowing the channels that are reaching your converting customers, you can focus efforts more efficiently to engage with even more valuable customers.
“How likely is it that you would recommend a company/product/service to your friends or family?” This simple question is brilliant as it goes beyond a “regular” customer satisfaction level, actually. We tend to be more demanding when it comes to picking something for our nearest and dearest. Willingness to recommend a certain company/product/service to them is, therefore, a more powerful indicator of satisfaction level than a sole declaration that we like it. What makes the given question even more valuable from a business-oriented perspective is the role of word of mouth. It is the best way to spread the buzz surrounding a service or a product to potential customers, especially in times of social media. Various research studies show that over 90% of consumers consider peer-recommendation as one of the most important factors in deciding to make a purchase. Last but not least – we, humans, are social beings who need social proof to take action.
Determining how difficult it was for a customer to find the product they were looking for (or get the answer to a question they were asking) is extremely important to retaining customers and improving overall customer experience. This can be done through a simple question like 'Based on your recent interaction with our website, how easy or hard did you find it to achieve your goal?'. Answers provided for this question, in conjunction with an option for customers to type a full response, will provide you with valuable insight that will improve usability for future customers. A lot of businesses use questions like this to form a Customer Effort Score (CES) to get an overarching perspective on customer experience, website structure, and overall usability. This question is best asked immediately after key interactions, such as a purchase, lead form submission or support request.
If you offer a variety of services and products, you should ask this question to see what of your offerings is being used and valued, and what is not providing customers with satisfaction. So, ask your customers which products they like and which they feel offer the best value. There is a chance you could be wasting energy on products or services people aren't using or don't value. This question can help you cut waste and refocus your efforts.
"How well does our product meet your needs?" is an impactful question to ask in a customer satisfaction survey. Use a 5 or 7 point scale to determine how well your product or service is performing among your customer base. You do not need to ask a complicated question. Keep the questions simple and to-the-point. By using customer satisfaction surveys often, you'll hopefully be able to improve and extend your average customer lifecycle.
A customer satisfaction survey should get to the bottom of how effectively the agent did his or her job. Those interactions are so critical to whether a customer returns that a lot of the survey data needs to center on them. Find the areas of improvement and train your employees and new hires accordingly. Reward those employees who score well. Doing so can incentivize them to follow protocols better and boost morale. Those are just a couple of the benefits of an effective customer satisfaction survey. The best specific questions to ask would be, “How courteous was (Agent X)?” and “How knowledgeable was (Agent X)?” - or some variation of those two questions.
One useful question to ask in a customer satisfaction survey is, “What is one reason why you might choose our competitor over us?” The customers who usually fill out satisfaction surveys are either very satisfied or very upset with their experience. If they have a favorable experience, they might not even answer this question; that is fine. However, if they had a negative experience, their response can inform how you choose to improve your product or service.
What word/s would you use to describe our products or services? Asking your customers for their own descriptions of the products or services you offer can open you to various insights into how customers perceive them. The open-ended question will help you become more privy to what your customers value. Do they consider your product to provide value for money, or was it just satisfactory? Will they use words to describe your services in terms of speed or price? Regardless of how your customers answer this question, you will significantly benefit from knowing their perceptions of your offers from their descriptions. Your customers’ descriptions can also help your tailor your marketing keywords and copywriting. And you may use the most illuminating and positive responses as testimonials for your promotional efforts.
Most of the questions we find in customer satisfaction surveys are aimed at finding out what our clients didn't like about the company, product or service. Though it's important to collect such information to improve various areas in the user experience, we should also take the opportunity to ask what we are doing well to build more strategies around those answers. By asking, 'What convinced you to buy the product?' we can find out precisely what our selling point is. For example, we would be able to determine if people are responding to the quality of our product, positive reviews from previous clients, or pricepoint (to name a few).
What additional features are you most interested in? If you’re looking for a clear-cut way to discover exactly what your customers need from you as a brand, embrace the opportunity to actually ask. Not only can this lead to greater customer satisfaction, but may also spark some ideas with your marketing or creative team. Look at it as brainstorming with your clients - with positive experiences!
This is one of the most important questions to ask in a customer survey because it affects all the other data submitted by the customer. Customers with different levels of experience will respond differently, and it's a crucial metric that needs to be taken into consideration. Always ask your customers how long they have been using your products/services and take their answers into consideration when making customer-related decisions. This is an easy and clear question that should always be asked.
The whole point of a customer satisfaction survey is to identify key areas for improvement by uncovering what works and what doesn't. By asking your customers what would drive them to use your product or service more often, you can zero in on the roadblocks or challenges that are keeping you from being more popular with your users. Questions like these also verify if you truly have a good understanding of your target audience and their needs or whether you need to reevaluate your approach entirely.
A typical customer service flaw is asking for feedback before the services are completed. Sending a survey to a customer who is waiting to get their incomplete delivery handled is not only annoying but can also result in bad PR. Customising the time when the surveys are sent out and confirming this with short questions allow for controlling the process. It also improves participation rate and provides more reliable feedback based on the full service cycle and not just its part.
This question is a great way to measure customer satisfaction. It can also help you estimate customer churn rates. If a large number of customers answer “No,” it’s clear that something needs to be done to improve the customer experience. A high churn rate (also known as a low retention rate) usually indicates that there are key factors discouraging customers from returning or spreading the word about your brand. This question also helps you estimate the sustainability of your business. You can structure the responses to this question in the form of a 5 point scale or a binary response.
The key to business longevity is customer retention. No business stays successful without dedicated, returning consumers. In your customer satisfaction surveys, be sure to always ask whether or not the consumer would purchase your products and services again. The key to securing a dedicated consumer-base is to always focus on customer retention. What can your business do to maintain a strong audience? You can even take this a step further and ask if they would recommend your products & services to a friend. This provides you information regarding the customer experience, and also allows you to gauge how influential word-of-mouth marketing is going to be for your brand.
What would you improve if you could? That question can reveal your product or service pain points that you need to improve on to stay competitive. You always want to be improving as a company, and this type of additional feedback is key to deciphering the direction you should go. Surveys are an essential aspect of customer support where you can learn about your customers and their needs.
Ask how likely your customers would be to recommend your products or services to someone else. This will show not only how much they believe in your offerings but how loyal they feel towards your company. If your customers are taking the time to refer others to your company, then this is definitely a good sign that they see your company as not just good, but great.
Head of Customer Acquisition at MitoQ
Answered 4 years ago
Asking how the product has assisted or improved their life is an important question to ask. Especially if your product or service is B2B and assisting companies in bettering their work. Finding out how the product has helped them overall gives great insight into the impact the product or service provides to customers.
How would you rate our product or service’s value compared to its cost? If you’ve recently changed your product’s pricing structure, this question can help you find out whether consumers still find it worthy of their investment. Similarly, if you’re thinking about changing your prices, you can use a customer feedback survey as a temperature test to project how it would affect sales. If your customers are highly satisfied, a price change might not deter them. However, if they’re already lagging in satisfaction, you should consider adding new features and improving functionality before you increase prices to minimize the customers lost.