Sample Customer Satisfaction Survey Questions

BusinessZeal Staff Oct 4, 2018
Well drafted customer satisfaction survey questions are one of the best tools to get useful feedback from your customers. This write-up shares some insights on the same, along with some sample questions for your reference.
The primary goal of a customer satisfaction survey is to get feedback from customers. The right feedback helps one know about the strengths and drawbacks of a product or service, so that what to change and what to keep doing is understood. This process ultimately helps gain more clients, that obviously results in more profit.
Due to this reason, many companies spend a lot of their money and energies on equipping their employees with exceptional customer service skills, so that they can deal with all types of customers. But this step comes later. What has to be done before is designing a good customer feedback questionnaire.

Tips to Prepare Survey Questions

  • Ask short and few questions and not the lengthy ones as it may cause inconvenience to clients.
  • Maintain a logical flow of questions.
  • Use simple and easy words while asking the question instead of complected and pompous words.
  • Use a short and crisp language. Do not bore your customers with heavy language.
  • Use a professional yet affectionate language. Often make use of words such as, kindly, please, thank you, etc.
  • Keep the tone of the questions very humble. Remember, the customer is doing a favor to you by answering your questions.
  • Make sure there are no grammar mistakes and spelling mistakes, in case of printed questionnaires.
  • It is advisable to ask close ended questions instead of open ended. You may ask one or two open ended questions in case they are unavoidable.
  • For more accurate answers having objective type questionnaire is ideal. It saves a lot of time for clients and with more options clients can give the most appropriate answer.
  • In short, design a questionnaire that gives you a clear idea about what a customer thinks about your product or service.
  • And last but not the least, tell your client about the feedback process but never force them to undergo it.
If you draft the questions considering the mentioned tips, you are most likely to get the right response from your customers. However, what you do with the answers is what helps in increasing your profits. You must be open for criticism and try to improve the shortcomings, making your product or service more perfect and efficient.

Sample Questions

Given here are sample questions that you can refer to. It would give an idea about what kind of questions need to be asked. However, it is important to note that the following are general ones, and hence, you may need to personalize them as per your requirements, and make it more suitable for your industry.
(First, thank your customers for visiting your store or making a purchase of your service/product and then request them to spare some time and answer the questionnaire.)
Q.1 How do you find our product/service?
  • Average
  • Satisfactory
  • Good
  • Excellent
Q.2 How was the customer service you received?
  • Average
  • Satisfactory
  • Good
  • Excellent
Q.3 How do you find our other products/services?
  • Average
  • Satisfactory
  • Good
  • Excellent
Q.4 How do you find our company overall?
  • Average
  • Satisfactory
  • Good
  • Excellent
Q.5 How likely you would purchase a product/ service from us again?
  • Always
  • Often
  • Rarely
  • Never
Q.6 How likely you would recommend our products/services to others?
  • Always
  • Often
  • Rarely
  • Never
Q.7 How likely you would recommend our company?
  • Always
  • Often
  • Rarely
  • Never
Q.8 Any other suggestions or comments:
This will help you draft concise, comprehensive, and effective questions, that would elicit more information about what your customers really think about your services or products.
It would also improve the customer service process of your business. You can provide your customers with the questionnaire when they are about to leave your showroom or company. You can also mail the questionnaire to them, but make sure you do that soon when the event is still fresh in their minds.