Free Download: Enhance NPS® Scores using our NPS® Survey Templates
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Happy and satisfied customers are the building blocks of a successful business. As 71% of customers end their relationship with a brand due to poor customer service, delivering an exceptional customer experience is extremely important for businesses to thrive in this digitally driven world. So, to make your customers happy, it’s important to truly understand them (and their choices) and figure out what they think about your brand. That’s where a customer experience survey can help! In this post, we’ll discuss the customer experience survey questions (and their types) that can help you make the most of your CX surveys:
If you need to gather actionable feedback from your customers about your brand, you have to ask them the right set of questions. As sharing information isn’t as simple as it looks and providing constructive criticism about a business isn’t the customer’s duty, surveyors should create thought-provoking customer experience survey questions that can solicit insightful information while engaging the respondents.
Based on what you need to measure, there are various types of customer experience survey questions you can ask for getting a pulse on your CX. However, it’s essential to define your objectives before creating survey questions so you’ll be aware of the data you’re trying to uncover.
This customer feedback question is known as the NPS® survey question which enables businesses to understand the customer pain points related to their product or service. This is followed by another open-ended question: ‘Why you gave us that score?’. Based on the rating given by customers, they can be categorized as promoters (with a rating between 9-10), passives (7-8), or detractors (0-6).
While Google Analytics can help you discover the number of customers that made a repeat purchase, it won’t work in case you started a new business or you’ve been selling durable goods like furniture or cars. As people don’t buy them every month, you can’t wait for years to check if customers will come back or not. Asking customers through surveys can help to capture their intent and that’s where this question type can help.
Being straightforward and easy to measure, this customer experience survey question helps you get a clear picture of your products as compared to your competitor offerings. While you can add follow-up questions further to dive deeper into the customer’s opinion, but this question itself proves to be an insightful factor for further decisions.
This is a Customer Effort Score (CES) question that helps to identify how easy or difficult it is for a customer to find the required information on your website. By determining the customer experience, this question empowers you to work on the areas that need rectification. As customers happy with a website’s navigation are more likely to return and bring more customers too!
Turn detractors to promoters. Increase Customer Loyalty. Get more customer referrals.
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