Business surveys can be broadly classified into product, marketing, demographics, and customer survey questions. They all serve different purposes, assessing different aspects of customers and their experiences at different stages of the buying process. Customer satisfaction survey questions in particular gauge how customers perceive your business and the level of their satisfaction with your service provision. In this blog, I’m going to take you through some popular questions you should use in all of your customer satisfaction questions.
What is a customer satisfaction survey?
A customer satisfaction survey is a questionnaire sent to customers by businesses to help them understand their customers’ opinions about their products, services, or policies. Additionally, it aids in obtaining customer recommendations for how the business, product, or service could be improved. Furthermore, customer satisfaction survey questions enable businesses to expand their markets.
Customer satisfaction metrics
Customer satisfaction survey questions can entail both closed-ended and open-ended questions. Understand the metrics that can be derived from CSAT survey questions and how to collect client feedback surveys. It will help you determine the level of client happiness and the true success of your product. Here are some examples of customer feedback metrics.
Customer satisfaction (CSAT)
Customer satisfaction (CSAT) is an aggregated measure of how satisfied customers are at each step of using a product or service. Most CSAT responses are based on a numerical value, such as 1 to 5, where 1 indicates the least satisfaction, and 5 a very satisfied customer.
Learn more about CSAT Report in this article.
The following is a formula used to calculate a CSAT score.
CSAT Score = (Positive responses / Total responses) * 100
For example, if you have 30 responses and 22 are positive, then your CSAT score would be 73%.
For the 1 to 5 scales, 4s and 5s are considered positive responses, 3s are fair, and 2s and 1s are negative.
Net promoter score (NPS)
Net promoter score (NPS) determines how likely customers are to suggest your company’s goods and services to others. The aim of NPS is to measure customer loyalty, trust, and satisfaction. NPS is calculated on a 0–10 scale. Customers that rate as 9 or 10 are delighted, loyal customers. Those that rate as 6 or 7 are passive or indifferent customers, and those that rate as 0 to 6 are detractors that may hurt your company’s reputation.
To calculate your NPS, use the given formulas:
% Promoters=(Number of Promoters (customers who rate 9 or 10))/(Number of Respondents)×100
% Detractors=(Number of Detractors (customers who rate 6 or less))/(Number of Responses)×100
NPS=% Promoters-% Detractors
Customer effort score (CES)
The amount of effort customers expend to use your product or service is measured by a metric called customer effort score (CES). CES reveals whether customers find your company easy, somewhat difficult, or challenging to interact with to address issues, answer questions, and more.
When measuring CES, a commonly used scale is 1 to 7. 1 means the customer finds the company very difficult to interface with. 7 means the customer finds the company very easy to work with. To calculate your CES, use the following formula:
CES = Sum of all the individual customer effort scores / Total number of respondents.
Product-market fit (PMF)
An analysis of a company’s product-market fit (PMF) identifies how well the product currently meets market demand. A PMF estimates your chance for success in the market. It asks consumers how angry they would be if your goods or services suddenly disappeared. PMF also gives the company an idea of how it can acquire more customers, improve the product, and grow the business.
Common customer satisfaction survey questions
CSAT survey questions can provide valuable insights to businesses. If you never question your customers, you won’t get the information needed to make better decisions. However, customers rarely enjoy filling out customer service survey questions. It is your responsibility to ensure the CSAT survey questions are clear, concise, and relevant. In addition, when creating customer service survey questions, you must be brief, precise, and to the point.
Here are some of the most asked and most useful CSAT survey questions:
1. Was our product or service up to your standards?
This typical customer service survey question gauges consumers’ overall satisfaction using an ordinal scale. You can ask such CSAT survey questions to learn about their experiences while using your brand. They will help you get clear, qualitative responses, like these customer satisfaction examples:
- Very satisfied
- Satisfied
- Fairly Satisfied
- Not Satisfied
- Very Dissatisfied
Moreover, customer service survey questions help you identify whether your product or service is delivering what your clients expect. This better defines your product-market fit and determines future product or service development.
2. What’s the probability of you recommending our product to a friend or coworker?
This NPS survey question determines how likely it is for your customers to tell their peers about your company. Certainly, it produces quantitative answers that enable you to assess your performance in relation to your competitors. Consequently, such a question helps you forecast which of your customers are likely to continue doing business with you.
Similarly, you can ask this question in the following ways:
- What’s the likelihood that you would recommend our product to others?
- Based on this experience alone, would you recommend others to use our product?
3. How simple did you find it to address your issue?
This is a CES question that is typically introduced after your customers have relied on your knowledge base articles, service calls, or other unique events. This question helps you determine how helpful your consumers find your self-service capabilities. Moreover, your customers’ answers to the question—like simple, neither simple nor challenging, or difficult—will inform you of where support processes or issue workflows can be streamlined.
You can also ask this question in these similar ways:
- How simple was it to use our self-help services?
- Did you find it difficult to resolve your concerns?
4. If we stopped offering our product, how would you feel?
You can use this PMF question to know the level to which your product satisfies a market need or resolves an issue. More directly, this query shows you whether clients require your goods. Consequently, having a high percentage of accepting responses indicates that your product’s target market needs to be reconsidered, while an extremely dissatisfied response could indicate that your product stands out in the market and may have some room for expansion.
You can also rephrase the question in the following ways:
- How would you feel if we shut down our service?
- What would you feel if you couldn’t use our product anymore?
5. What stopped you from using or purchasing our product?
When you need in-depth feedback from clients, open-ended inquiries like this are useful. Feedback from former customers is a key tool to proactively match your product road map with your consumers’ needs. For instance, when a client quits using your products or service, it may be a sign that something is wrong. It must be fixed instantly. Therefore, their recommendations can amend negative situations and help you win back the dissatisfied clients.
You can also ask this question as follows:
- Why did you stop utilizing or buying our product?
- What can be improved on our side to earn your business again?
Note that positive feedback may not help you grow as much as negative feedback can.
6. How can we make your interactions with us better?
You are more likely to receive lower response rates from customers when they are satisfied. Therefore, using open-ended questions can help you out in such circumstances. By sending such a question, customers are encouraged to express their ideas in depth. This approach helps further by not limiting the responses to a set list of numbers or responses. Consequently, solutions based on customer feedback can direct your efforts to improve every side of your organization. The following are similar customer service satisfaction survey questions:
- How can we improve the way you engage with us?
- What can we do to improve your work with us?
7. Is there anything about the domain of the product or service that you don’t like?
It’s key to follow up on your clients’ behavior and motivations. Create memorable interactions by considering psychological factors, such as individual beliefs and values, in relation to the type of product your company offers. With this query, you can gauge your client’s preferences, attitude, and desires about your product, its role as a solution, and the industry the brand fits in.
This helps gauge client expectations and enables you to plan for future shifts in the product space or industry. You can also frame this query like these customer feedback survey examples:
- Is there anything you dislike about our product or service?
- Do you have any concerns about your industry and how it relates to our product?
8. How pleased are you with the pace at which we provide our goods or services?
To understand customer satisfaction, knowing how other people view your product or service is essential. You can identify areas for improvement in your customer experience by asking client feedback survey questions like the one mentioned above. This can also help you better meet the needs of your clients. Additionally, you might formulate CSAT survey questions in one of the following ways:
- How pleased are you with the speed at which we provide our goods or services?
- Are you delighted with how quickly we service you?
9. How well have we responded to your questions or concerns regarding our products?
At the conclusion of any customer service experience, using these customer satisfaction survey questions is a fantastic tool. These Customer satisfaction questions require you to invest enough time with your clients to make sure they know that you care about them and their issues. You might also phrase your inquiry to be similar to the following CSAT survey examples:
- How successful is our response to your worries about our products?
- Did we react to your queries or complaints about our products in a way that met your expectations?
10. Is there anything else you’d like to let us know?
These client feedback survey questions are genuinely global. No matter what the topics of your CSAT survey questions are, it is always beneficial to inquire if your respondents have any more comments. These CSAT survey questions help you to obtain extra insight into unexpected topics. Moreover, it can provide new perspectives that may not be found within your company.
Related customer satisfaction survey examples:
- Is there any other information you would like to share with us?
- Do you have any further details you want to share with us?
How are customer satisfaction surveys applied to BoldDesk?
At BoldDesk, we use CSAT questions to get customer feedback in order to better understand our clients and market trends. For instance, we have actively used customer survey questions to drive important development decisions. In addition, feedback from our clients has transformed our product into much more productive help desk software. The following is a typical example of a BoldDesk customer satisfaction survey template:
BoldDesk provides easy ways for you to improve your communications and create a responsive environment with your customers from the start. It gives your company and its organizations a system that enables you to effectively carry out all the customer support and follow-up processes with ease.
Conclusion
One of the main duties of a company’s help desk is to create customer service survey questions for clients to provide feedback. By creating surveys, your business can obtain feedback from both pleased and irate consumers, which can guide you to offering a better product. With this in mind, we built features into BoldDesk that make it simpler for you to address consumer issues. If you have any questions about BoldDesk feedback capabilities, please feel free to use our help system to contact us.
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Alphonse Stillwagon