16 (+4) Best Customer Satisfaction Survey Questions To Use

16 (+4) Best Customer
Satisfaction Survey
Questions To Use
Survicate

What'll learn about
Product feedback
Customer effort feedback
Your competitive position feedback
Experience with the company feedback

Product feedbackQuestion category

Which of the following words would
you use to describe our product?
Buggy
Fine, but there are some issues
Fine
Great
Life-saving
Hint: Find the most common positive words used to describe your product. If
they're frequent, it may indicate it's what your customers look for in your
product. You can use these words in your future marketing campaigns.
10#1

How well does our product
meet your needs?
Badly
Fine
Well
Very well
Hint: To make this customer feedback question even
more actionable, ask the following two questions.
#2

Which 3 features are the most
valuable to you?
Customer responses
Custom integrations
Design customisation
Great html code
Easy navigation
Various survey types
#3

What are the 3 most important
features we’re missing?
Customer responses
Custom integrations
Design customisation
Great html code
Easy navigation
Various survey types
You're not missing any features
#4

If you could change just one thing
about our product, what would it be?
This is a variation of the fourth question. However,
it's in an open-ended form.
#5

What problem would you like
to solve with our product?
Leave it as an open-ended question.
Hint: Ask this question before finalizing the sale. Maybe
that your potential customers are looking for something
different to their chosen product.
#6

How would you rate the product's
value for money?
Bad
Average
Good
Hint: It’s worth asking your customers this question after they spent a little time
using your product. It may also be a follow-up after a finalized purchase, e.g. two
weeks or one month after the sale.
#7

Customer effort
feedback
Question category

How easy is it to navigate
around our website?
Very difficult
Difficult
Average
Easy
Very easy
#8

Were you able to find the information
you were looking for on our website?
Yes
No
Hint: If there is information which your visitors find hard to find, make sure
it’s in a visible place to enable quick access. It may be worth adding
another section to the menu that would link directly to that subpage.
#9

How much effort did you have
to put to have your issue
resolved?
A lot of effort
Average amount of effort
Small amount of effort
#10

How did the effort compare
with your expectations?
Hint: Send it in a follow-up survey along with question 10,
after providing customer support. Send it a day or two
from that date, to get a fresh insight into the quality
of the provided support.
#11

How responsive were we to your
questions or concerns about our
products?
Very responsive
Quite responsive
Very responsive
#12

To what extent do you agree with
the statement: The company made
it easy for me to handle my issue.
Hint: As with questions 10-12, this CSAT survey should
be sent to your customers soon after providing support.
Fresh perspective can give you a clear indication of
what you do right or wrong.
Strongly agree
Agree
Partly agree
Disagree
Strongly disagree
#13

Your competitive
position feedback
Question category

Compared to our competitors, is our
product quality better, worse, or about
the same?
Better
The same
Worse
#14
Hint: Send this CSAT survey between two weeks and one month from the
purchase. Let your customers use your product for some time to get to know it a
bit before judging it against your competitors.

Why did you choose our product
over competitor’s?
Use it as an open-ended question.
#15

What other options did you consider
before choosing our product?
#16
Hint: Asking this question will allow you to find out what your customers
consider your competition.

Experience
with the
company feedback
Question category

On a scale from 0 to 10, how
likely are you to recommend our
company to a friend or colleague?
Where 0 means not likely and 10 means very likely.
#17
Hint: NPS is usually sent to customers via email. However, if you run
a news website or another type of business where you don’t have
customers, an NPS can also be used. Just run the survey on
a website using targeted website surveys.

How likely are you to buy from
us again?
Very unlikely
Rather unlikely
Likely
Very likely
#18
Hint: Send it to your customers regurarly, e.g. once a year – depending on your
industry and customer lifecycle. Try to observe the medium purchasing
frequency.

What would you say to
someone who asked about us?
#19

What else would you like us to know?#20
Hint: You can either send it in a targeted website survey (e.g. after the website
visitors responds to your questions about pricing while on the pricing page), in-
message surveys via email (either with the follow-up surveys after the purchase
or the provided customer support) or in your exit/return intent surveys (it can
give you the answer to why they decided to churn or return the product).

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16 (+4) Best Customer Satisfaction Survey Questions To Use

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