25 Best Customer Satisfaction Survey Question and Examples

Businesses revolve around customers, whether it’s a product or service to fulfill their needs or provide a solution to a problem. But companies aren’t successful just because they fulfill a need or fill a market gap, they are successful because they know how to satisfy and retain existing customers.

Feedback from customer satisfaction surveys is a goldmine of data that can significantly boost your service or product from being good to impeccable. But there’s more to it than just asking for feedback, for optimal results and information, you need to ask the right question.

This is one instance where there is such a thing as silly questions.

Before you send out these customer satisfaction surveys, ensure that the questions serve a purpose and add value.

They are confusing, the last thing you want to do is confuse your customer and get an inaccurate answer.

Example: “Was the customer service representative not unhelpful?”

Asking customers why they liked or disliked something can provide more valuable information than just asking if they liked it.

This may depend on the purpose of the survey itself, but asking why can produce better actionable insights.

Example: “Why do you like our Vitamine C serum?”

If you are asking a customer to rate something, ensure that the response format matches the question.

If you ask customer’s “How likely are you to recommend this product?” the response should be a Likert scale (e.g. 1–5 or 1–10).

If you ask customers, “Are you satisfied with your experience?” the response format would be “Yes or No”.

Don’t ask customers leading questions like, “Are you satisfied with our award-winning products?”

It makes customers feel obligated to say yes, rather than give their honest opinion.

If you ask a customer for their age, give them a range to select (e.g. 18–24, 25–35, etc.).

It is also essential to be inclusive while asking questions about gender, marital status, and other personal questions in customer satisfaction surveys.

Sometimes customers refrain from sharing personal details about themselves if the questions have any social or psychological barriers like “What is your annual income?”

Customer satisfaction survey questions are typically binary, yes or no questions, for example, “Are you satisfied with your current subscription plan?” or “Are you happy with our quality of service?” These surveys usually produce positive results and high scores, so if there is a dip in your score, it is a clear indication that there might be an issue that needs to be addressed immediately.

Net promoter score surveys ask customers to rate how likely they are to recommend your products to friends, family, and colleagues. Once you compare the number of detractors to the number of promoters, you can assess customer satisfaction.

Customer Effort Score measures the amount of effort it takes to use your product, resolve an issue, make a payment, and much more. It provides insight into the usability and convenience of your offerings. For example, “How easy is it to use our app?” The response to these questions is typically a 5-point or 10-point scale that goes from very easy to very difficult.

Milestone surveys provide insights to understand the user experience better, they are sent out at critical moments in the customer journey. A milestone survey can be set up for specific times (Example: 2-weeks after receiving their product) or for particular experiences (Example: after receiving support for an issue).

All the questions other than open-ended ones can have a follow-up question asking “Why”.

This will help you figure out what exactly is wrong with the experience.

Knowing how your customers feel is incredibly important as it is instrumental to your growth. In addition, customers appreciate it when businesses are keen to improve their products or services. But apart from asking for feedback, it is equally important to thank them for providing it just as a form of appreciation.

Start your journey to better customer satisfaction with Simplify360!

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