Customer Survey Questions

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Companies may feel they know everything there is to know about their customers. You may underestimate the fact that the most loyal customer today can easily switch to your competitor in split seconds. When sales are not up to the mark, statistics might aid you to understand what went wrong. But, if you want to find out why it happened, then a customer survey might help you.

Customer surveys can help you understand your customers. It provides you with information on how they view your products. Every product is created to either solve a user’s problem or meet their requirements. 

Customers that are pleased with your products will eventually spread the word about them, resulting in increased sales. So, it is critical to ask them questions centered around their experiences to ensure they have a pleasant experience. Leverage online survey tools that enable you to build engaging surveys and ask relevant questions. 

In this article, we’ll take a look at what a customer survey is and a few customer survey questions to kickstart your survey.

Exploratory Research Guide

Conducting exploratory research seems tricky but an effective guide can help.

What is a customer survey?

Customer Survey Questions Research

A customer survey determines whether or not the customers are satisfied with the products or services offered to them. The data acquired can be used to bridge the gap between the expectations of customers and the services provided by you. 

Customer needs and requirements are constantly evolving. Businesses must adapt to this transformation and modify their products to the needs of their customers. A customer survey can help in this situation. Leverage survey software that can help you gauge customer experience at key touchpoints and gather data at the right time. Use surveys to extract customer perceptions about websites, products, and customer service.

What is the importance of customer surveys?

Customer surveys help you understand them better and enable you to deliver on their expectations. We have listed four such importance to help you learn why you should use these surveys. 

  1. Customer surveys are a way to gather honest feedback about the products. This will assist you in determining what you’re doing correctly and what makes you stand out from the competition.
  2. Customer feedback can provide you with valuable insights that may not have been considered earlier. It also aids in the generation of new ideas. Seeking information about your customers’ expectations can help you decide on what new products to offer, what features to add to your existing products, and more.
  3. Customer surveys also shed light on areas of improvement and give an idea of what you could do better. Customers may face difficulty with shipping, website, discovering a product suiting their requirements, etc. Collecting the correct feedback will ensure that customers have a smooth experience. 
  4. Asking for feedback shows customers that you care about what they have to say. The cherry on top is when you put the feedback into action.

Types of customer surveys questions

Customer Survey Questions Research

There are three commonly used question types to gather customer feedback. Use market research tools that allow you to conduct these surveys and more. 

  • Customer Satisfaction  

As the name suggests, a customer satisfaction survey measures the satisfaction levels of customers concerning your products and services. The options range from very satisfied to very dissatisfied.

  • Customer Effort Score  

This survey is used to determine how much effort customers had to put in to execute various tasks, such as interacting with customer care or finding suitable products. Calculate your CES score using our CES calculator

  • Net Promoter Score  

NPS is used to assess how loyal the customers are to your brand. They ask the customers how likely they are to recommend your brand to friends/family. Calculate your NPS score using our free NPS calculator

See Voxco survey software in action with a Free demo.

Best customer survey questions to ask

Create customer surveys that help you understand their experience from their point of view. Understand what makes them happy or disappointed with your brand. 

Here‘s a list of questions you can use to gauge customers’ experience in different aspects. 

Customer Service Questions

  1. How would you rate your experience with our customer service?
  2. Were you treated in a friendly manner?
  3. Did our staff answer all your questions?
  4. Did the staff make you feel valued?
  5. Was your issue resolved?
  6. Did you receive prompt service?
  7. What can we do to improve your experience?
  8. Was your issue resolved by our customer service team?

Product Experience Feedback

  1. How would you rate our products?
  2. How likely are you to recommend our products to your friends/relatives?
  3. How did you learn about us?
  4. Did our products meet your expectations?
  5. Are there any products or services that we are lacking?
  6. How would you describe your experience in our store/website?
  7. How satisfied are you with the product?
  8. What aspects of the product would you change?

Website Experience

  1. How would you rate our website?
  2. Rate the usability of our website.
  3. Was the website appealing to the eye?
  4. How satisfied are you with the options available?
  5. Was it easy for you to navigate through the website?

Questions for product improvement

  1. What are your favorite features?
  2. What features you didn’t find useful?
  3. Does the product provide value for money?
  4. Are there any features you wish the product had?
  5. If you could change one thing about the product, what would it be?

Customer Loyalty

  1. Would you use our products/services in the future?
  2. Was it your first time purchasing from us?
  3. How would you rate us in comparison to our competitors?
  4. How frequently do you use our products?
  5. What would you do if our products were no longer available to you?

Marketing

  1. How did you hear about us?
  2. Would you like to subscribe to our newsletter?
  3. Would you like to stay up to date on offers?
  4. What social media platforms do you use?
  5. Do you follow our blog?
  6. Which competitors in the same category would you buy from?

General questions about customers

  1. Select your age group.
  2. What is your age?
  3. What is your profession?
  4. What is your highest level of education?
  5. Do you prefer easy or detailed, personalized service?
  6. Do you take advantage of special offers/coupons?
  7. Do you prefer a TV/smartphone or laptop?

Follow up questions

  1. Would you be interested in taking part in the survey next year?
  2. Could we get in touch with you to conduct an in-depth follow-up?
  3. Shall we contact you to ensure that your issues were resolved properly?
  4. After we add key characteristics, shall we contact you to record your experience?

Conclusion

This sums up our article on customer survey questions. Asking questions to the target audience will help you uncover how you can deliver exceptional experiences and make them your loyal customers. 

Leverage survey software like Voxco to create engaging and branded surveys and gather data across a wide range of channels. Leverage the statistical and text analysis to make sense of their data and covert them into actionable insights.

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Hindol Basu 
GM, Voxco Intelligence

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