If you want to succeed as a business, understanding your customer's needs is crucial. That's where customer satisfaction surveys are very valuable, but simply putting a survey in front of your customers isn’t enough.
You need to ask the best customer satisfaction survey questions you can to gain valuable insights, and the questions should be carefully curated to cover various points along the customer journey.
In this post, we’ll give you the ten best customer satisfaction survey questions to include in your next survey to collect meaningful data. Let’s jump in!
10 best survey questions for customer satisfaction
Question 1: Did our product/service meet your expectations?
This is the most essential thing you’d want to know after your customers have interacted with your product or service. It’s also the quickest way to generate some data for your Customer Satisfaction Score (CSAT). Here, we’re really asking if we’ve met our customer’s needs.
This is a binary question, which means there are only two answers, so a multiple-choice question would fit best for it. While you’re welcome to just do Yes/No, you may want to get more creative (e.g., Thumbs Up/Down, Happy/Sad Emoji, etc.).
Question 2: On a scale of 1 to 10, how satisfied are you with our product/service?
It’s always a good idea to follow up a binary question with a more in-depth question to gauge the specific level of agreement and disagreement or satisfaction and dissatisfaction expressed in the first question.
Doing this also allows you to detect subtle changes over time in your customer satisfaction level, if there are any, and make appropriate changes. The linear scale question format is the best for these types of questions.
However, if you’d like to break down this question into individual parts, use the multiple-choice grid format here.
Question 3: On a scale of 1 to 10, how likely are you to recommend our company to a friend or colleague?
Happy customers can be your best marketers. Once you have some idea of customer satisfaction, it’s time to add some Net Promoter Score (NPS) survey questions.
The NPS question allows you to see how likely your customers are willing to promote your products or services to others. This should also be a linear scale question, and you can also follow up this question with a short answer like “What is the primary reason behind your score?”
Question 4: Is there anything specific that our company excels at?
Once you know whether or not your customers are willing to be your brand ambassadors, maybe you’d like to know what precisely works in your favor. This question is great because it shows what your product or service excels at.
You can leave it as an open-ended question by selecting the short paragraph or paragraph format, or you may give your customer multiple choices. Multiple-choice questions are better than open-ended questions at cutting through resistance that customers might face in answering questions, but open-ended questions will yield more interesting answers.
Question 5: How easy was it to use our product/service?
This question is typical for measuring Customer Effort Score (CES). The CES tells you how much effort the customer has to put in to use your product or to get issues resolved related to your products or services.
Another way to phrase the same question may be, “Did our product/service make it easier for you to accomplish your goal? Please rate on a scale of 1 to 5.” Either of these questions could be linear scale or multiple choice.
Question 6: Were we able to resolve your issue?
Not being able to resolve customers’ issues is a sure-shot way to lose them. Customers love companies or brands that put as much effort into post-sale services as marketing. Other questions that check the quality of customer service are:
- How would you rate the support you received?
- How satisfied were you with the process of purchasing our product/service?
- How quickly were we able to resolve your issue?
- Did you find our representative sufficiently knowledgeable about your issue?
Question 7: How likely are you to continue using our product/service in the future?
When the competition is high, customer churn can be a big problem. Questions like this one aim to determine the level of loyalty you’ve garnered from your customers. With this question on your surveys, you can see just how many customers are loyal to your brand, an incredible metric to track.
Question 8: How long have you been using the product?
Going off of customer loyalty, this question aims to understand how long your products/services are being used. Understanding more about how your products are used is a critical component of product improvement.
Other similar questions may be:
- How often do you use the product or service per week/month?
- Which other products did you consider before purchasing the product?
- What is your favorite aspect of the product or service?
Question 9: What is your level of education?
The more you know your customers, the better you can serve them. This question and other questions of this category are specifically designed to give you demographic data that can enhance your ideal customer profiles.
Depending on your product or business, other questions might include:
- What is your age range?
- What is your approximate annual household income?
- What is your current occupation?
- What industry do you work in?
Question 10: Do you have any suggestions for how we can improve our customer experience?
Lastly, it’s a great idea to leave an open-ended feedback question that the customers may answer any way they want. This is a paragraph or a short answer question format, so it’s a good idea to keep it at the end of your survey. Not all customers are inclined to write, so you can also leave it optional if you’re using an online form.
Share customer satisfaction results better with Form Publisher
With that, you’ve got 10 of the most crucial customer satisfaction survey questions for your form. Next, you may want to share summaries of your customer satisfaction survey results with your colleagues to make data-driven experiences.
You can easily do this with Form Publisher! Form Publisher is a Google Forms add-on that can create customizable and personalized documents out of Google Forms submissions. You can also create automated workflows to have documents sent to decision-makers.
Interested? Check out Form Publisher!