It is the customers’ feedback which makes or breaks a business. So it is essential that one has the arrow of gathering feedback from the real users in the quiver of their marketing strategy and customer satisfaction survey is the most reliable and quickest way to find about what the audiences feel about one’s products/services.
Implementing the survey is not as difficult as designing the questionnaire. Here are 11 question ideas for creating the perfect customer satisfaction survey.
1. Overall Satisfaction Questions
To begin with, you can ask the users about the overall satisfaction level and the value that they have received from using your products/services. It will act as a comprehensive measure of how well you, as a company and its management are offering services to the customers. A few questions that can be asked are:
Que: What is your overall satisfaction with (company name)?
Answer options: ‘Highly Unsatisfied’, ‘Unsatisfied’, ‘Neutral’, ‘Satisfied’, and ‘Highly Satisfied’.
Que: How satisfied were you with our new product (product name)?
Answer options: ‘Highly Unsatisfied’, ‘Unsatisfied’, ‘Neutral’, ‘Satisfied’, and ‘Highly Satisfied’.
Que: Have you ever got in touch with our customer support?
Answer options: ‘Yes’ and ‘No’.
Que: If yes, were your issues resolved?
Answer options: ‘Yes’ and ‘No’.
Que: How would you rate the quality and value for money of our products/services?
Answer options: ‘Excellent’, ‘Average’, and ‘Poor’.
2. Attribute-based Questions
The attribute-based questions highlight specific satisfaction and dissatisfaction areas and give actionable insights. A few attribute-based questions are:
Que: How satisfied you are with the longevity of the product?
Answer options: ‘Highly Unsatisfied’, ‘Unsatisfied’, ‘Neutral’, ‘Satisfied’, and ‘Highly Satisfied’.
Que: How satisfied you are with the promptness of our service?
Answer options: ‘Highly Unsatisfied’, ‘Unsatisfied’, ‘Neutral’, ‘Satisfied’, and ‘Highly Satisfied’.
3. Behavioral Questions
Generally, there are only two behavioral questions asked in a customer satisfaction survey:
Que: What is the likelihood of you recommending the product/service to someone?
Que: What is the likelihood of you buying/using our product/service again?
You can measure these questions on a scale of 1 to 10 in which 1 would stand for ‘Not at all likely’ and 10 would stand for ‘Extremely Likely’.
Based on the number selected by a respondent, you can consider their ‘Net Promoter Score’ (NPS). Those who tick 9 or 10 can be considered as ‘Promoters’, 7-8 are happy customers, 6 or less than that can be considered as ‘Detractors’. To calculate the NPS, you’ll have to simply subtract the percentage of detractors from that of the promoters. This would help you find your patrons.
4. Demographic Questions
Demographic questions are useful to segment the customers. Some of these are:
Age
Gender
Geography
Income
Duration of customer relationship
Familiarity with product
5. Open Ended Questions
Lastly and most importantly, always include open-ended questions in the customer satisfaction questionnaire as it gives the opportunity to the users to explain the reason behind giving the ratings. Moreover, you would want to take suggestions from the customers regarding the way you can improve your products/services. A few good examples are:
Que: Kindly share a few things that we can do better.
Que: If you would like to share any comments or experiences about using our products/services, kindly share them.
6. Description
Add some quirkiness to the survey by asking a question like: How would you describe our product/services in one or more words?
7. Comparison with competitors
As much it is important to ask the audiences about their thoughts on your products/services, it is equally important to know what they think about your competitors. So you can ask them a question like: On a scale of 1 to 5, how much will you rate our products/services in comparison to our competitors? Or Why did you choose our products/services?
8. Comparison with luxury goods
It is another smart way to get your customers’ perception of your products/services. You can ask them a question like – ‘If our products/services were a car, which car would it be? If their answer is a fancy sports car, then you know how high they consider your offerings.
9. Experience-based
Under this category, the questions that can be asked are:
Que: How often do you use our products/services?
Que: What is it that you find most frustrating about our products/services?
Que: How easy is it to use our products/services?
10. Suggestion-based
Que: What is that one thing which you would like to change about our products/services?
11. Likeness
Ask the users about the features that they like the most and the least.
Customer satisfaction is the core of any business’ success. With Survtapp, you can analyze and measure the most pleasurable experiences and the not-so ones easily to ensure high customer retention, loyalty, satisfaction, and influence other positive future behaviors of the customers that will go a long way to support your business and its goals. For further details about the next-gen survey app, kindly get in touch with us at [email protected].
