Customer satisfaction is the backbone of a business as they are the key drivers of sales and revenue. Credibility of a business is shaped by the customer perceptions about the business, brand as well as the product and service offerings. Businesses irrespective of their size, expertise and dynamics strive to achieve customer satisfaction by delivering seamless, customized and intuitive solutions. A customer satisfaction survey is a great way to understand how customers actually feel about a business.
Well, customer surveys can be instrumental for businesses if taken seriously by the intended customers. If a customer survey questionnaire contains poorly-written, unclear, too-specific or too-obvious questions, customers are going to breeze through it without paying much attention. And, if the questionnaire requires too many scrolls, customers might feel compelled to quit the survey and concentrate on other things as per priority.
If you don’t want your customer satisfaction questionnaire to go unnoticed or futile, you must be careful while crafting out the questions. Make sure that your questions are simple, easy to understand and are devoid of any dual meaning or implications. Lengthy and confusing questions are a big turn off for today’s fast-paced generation of customers.
Be sure to include these 10 critical questions in your customer satisfaction survey.
1. How would you rate your experience with our product [XYZ]?
This is fairly one of the great opening questions to ask your customers while eyeing to obtain the customer satisfaction score or CSAT score. The results can dwell on the positive aspects with a response of ‘very satisfied’ and on the other end with a ‘very dissatisfied’ response. However, don’t forget to include a neutral option as “neither agree nor disagree”. Now, you might wonder what’s with this neutral response option. Well, don’t ignore the fact that the customer might yet be acquainted with the specific product you are talking about.
2. How likely is it that you would recommend [company name] to your friends and colleagues?
You can ask your customers to rate on a scale of 1 to 10 how likely they would recommend your brand and its product and service offerings to their personal and professional connections. The scale of 10 indicates ‘extremely likely’ while 1 indicates the ‘least likely’. The customers voting for 9 to 10 are your strong promoters and will take their brand loyalty up by a notch by spreading positive word-of-mouth about your brand. Those who are opting for 7 or less are referred to as detractors who might harm your brand reputation in the longer run. So, if you are witnessing a larger chunk of your customer base inkling towards the negative end, consider it the time to optimize your customer service and support portfolio.
3. How easy and reliable did you find us to solve your problem?
In the customer service space, the problem-solving skill is put on the pedestal. It is essential to be available with custom, situation-specific and ready solutions for any problems or challenges the customer might be facing at a given point of time. This question is vital and carries more weightage as it is a clear indicator of your problem-solving expertise.
4. How would you like us to improve your experience with us?
This is a fairly open-ended question wherein you can seek customer feedback and opinion. As the responses are not limited to fewer options, customers have the flexibility to share their own thoughts and opinions. Well, you might plan to use some of such suggestions in improving your service offerings and customer-care.
5. Feel free to share any more feedback with us?
Often, this is the question that gets ignored most of the time. Why? Because often customers view these surveys to be mere formalities rather than an actual intent of seeking their opinion. Still, this question must stay a part of your customer satisfaction survey questionnaire.
Here is a list of 5 more questions; you may plan on including in your customer survey:
6. What should we do to ‘WOW’ you?
7. Please describe yourself
8. How would you feel if the product [ABC] is no longer available for use in the future?
9. What would make you come back for more when it comes to product [XYZ]?
10. How did you like our customer survey questionnaire? Do share any feedback for improvement.
For more such insights, get in touch with the experts from one of the best customer satisfaction survey companies!