Satisfaction Survey Questions

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What is a Satisfaction Survey?

Companies perform satisfaction surveys to determine how satisfied customers are with their products and services. Your products aim to fulfill your clients’ wants and specifications. How will you know whether or not your products are favorably received by customers? By sending out a satisfaction survey. 

Customer satisfaction surveys gather feedback on products, feature enhancements, and customer service, among other things. An organization, no matter how big or small, creates products tailored to the needs of its customers. Therefore, it is important to gather feedback from them as it helps you to improve the client experience. The responses from satisfaction surveys will help you improve marketing tactics, enhance products and help the company succeed. Customers that are pleased with their experience will tell their friends about it, resulting in happier results.

Satisfaction survey questions are centered around the following elements:

  • Customer service: 

The customer service team is responsible for resolving the difficulties of your customers. Your questions should focus on understanding if the customers’ problems were solved promptly.

  • Delivery 

The success of your product goes beyond its ability to meet customer requirements. Incorporating questions about delivery and purchase will help you improve the client experience.

  • Website

Online shopping has boomed in recent times. Customers are slowly switching to purchasing products through online mode. It is important to understand whether your website is easy to navigate and customers can find the product they need. 

  • Customer loyalty

You can use the Net Promoter Score to measure the loyalty of customers towards your brand. Satisfaction survey questions based on customer loyalty will provide data that can be used to improve NPS.

  • Marketing 

You need to make sure that the right products reach the right audience. Marketing strategies ensure that your customers discover your products. Questions based on marketing will enable you to choose the right medium to reach your customers.

Exploratory Research Guide

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

How to conduct an effective satisfaction survey?

Satisfaction Survey Questions Satisfaction Survey

A well-planned satisfaction survey will enable you to gain accurate insights. Remember to keep the following points in mind while creating a satisfaction survey – 

Planning

  • Target group

You need to have a clear understanding of who is going to take your survey. You can segregate the target audience based on demographics or other factors. This way you can design questions that are specific to your audience group.

  • Timing

How often are you going to conduct a survey? Is it being conducted in response to a significant event such as a product purchase or customer onboarding? Timing is important to improve the response rates of the survey.

Questions

  • Purpose

It is important to have a clear idea of the kind of data you need – qualitative or quantitative. You can then decide if you need to ask open-ended or closed-ended questions.

  • Be precise

Questions should be short and straightforward. Asking a direct question will ensure that you get honest feedback.

  • Avoid double-barreled questions

Your questions should focus on one subject at a time. Avoid combining two questions in one. For example, was the customer service satisfactory and were you able to find the right product on our website? A double-barreled question is what it’s called, and it happens more often than you might imagine. Split the questions into two separate questions to get clear responses.

  • Use open-ended questions when necessary

Open-ended questions are time-consuming. Yes. But that shouldn’t stop you from using them. Include one or two open-ended questions, preferably at the end to gain deeper insights.

Satisfaction survey questions to ask

General satisfaction questions

Satisfaction Survey Questions Satisfaction Survey

Likert scale questions

  • On a scale of 1-10, how would you rate your satisfaction levels?
  • How would you rate our products/services?
  • How would you rate your experience on our website?
  • How often do you use our products?
  • How likely are you to recommend our products to friends/family?

Multiple-choice questions

  • Which product features are most important to you? (Continue with a list of options)
  • What is the purpose of your use of our product?

Dichotomous Questions

  • Have our products been able to satisfy your requirements?
  • Would you buy from us in the future?

Open-ended questions

  • What feature do you like the most?
  • What aspects of the product would you change?
  • What can we do to give you a smooth customer service experience?

 

See Voxco survey software in action with a Free demo.

See Voxco survey software in action with a Free demo.

Product launch questions

Likert scale questions

  • On a scale of 1-10, how valuable is our new product to you?
  • How satisfied are you with our new product?

Dichotomous questions

  • Is our product simple to use?
  • Have you tried our latest product?

Open-ended questions

  • Do you have any recommendations for how we could improve our product?

Purchase survey questions

Likert scale questions

  • How would you rate your experience with us?
  • How would you rank our customer service during the purchase process?
  • How easy was it for you to find your way through our website?

Dichotomous questions

  • Did you receive your order on time?
  • Was the product you bought exactly as described?
  • Did the product meet your expectations?

Open-ended questions

  • How could we have enhanced your shopping experience?
  • What difficulties did you encounter when shopping?

Customer service questions

Likert scale questions

  • How would you rate your interaction with our customer service team?
  • On a scale of 1-10, rate the responsiveness of the team?
  • How easy was it for you to communicate with our customer service?

Dichotomous questions

  • Did you receive assistance when required?
  • Did you find the information you were looking for?

Open-ended questions

  • What would you improve in our customer service?
  • Please give us feedback on our support procedure.

By using the right satisfaction survey questions, you can get actionable data. This will allow you to improve your overall customer experience while also increasing your revenue. A win-win situation for you and your customers!

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Hindol Basu 
GM, Voxco Intelligence

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