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Business surveys are broadly classified into product, marketing, demographics, and customer satisfaction survey questions.
They all serve different purposes, assessing different aspects of customers and their experiences at different stages of the buying process.
In this article, we’ll explore the advantages of CSAT questions and highlight standout examples from leading companies to help you get started.
Advantages of conducting customer satisfaction questionnaires
Conducting customer satisfaction surveys helps improve your customer service by identifying areas that need improvement.
The following are other advantages you can unlock for your business by measuring customer satisfaction metrics.
- Improves communication and engagement: Customer satisfaction questionnaires give clients a voice, helping businesses understand their needs, tailor services, and build stronger relationships through meaningful communication.
- Proactively detects hidden issues: Customer satisfaction survey questions reveal problems that often go unreported. By acting on these insights early, brands can enhance service quality and boost customer retention and loyalty.
- Enables fast customer feedback and response: Monitoring satisfaction scores gives agents real-time insight into customer experiences, allowing quick action on private feedback before it escalates publicly helping protect and strengthen your brand reputation.
- Provides marketing content through positive customer views: Open-ended customer satisfaction survey questions give enthusiastic clients a chance to express what they love most about your products. These responses reveal which features resonate most, insights your company can spotlight in promotions.
40+ Examples of customer satisfaction survey questions
Customer satisfaction survey questions provide valuable insights into a business. If you ask for feedback from 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 employ the best practices for customer satisfaction surveys to ensure the questions are clear, brief, relevant and precise.
Here are some of the most asked and useful customer satisfaction survey questions for different use cases.
Product usage and satisfaction
To understand customer satisfaction, knowing how other people view your product or service is essential. These customer satisfaction survey questions gauge consumers’ overall satisfaction using an ordinal scale.
You can ask customer service survey questions to:
- Learn about clients’ experiences while using your brand. This will help you get clear, qualitative responses.
- Help you identify whether your product or service meets customer expectations.
- Define your product-market fit and determine brand development.
Examples of product usage and satisfaction questions
1. Was our product or service up to your standards?
2. On a scale of 1 to 10, how satisfied are you with our brand quality?
3. Please rate the quality of our services.
4. Rate your satisfaction with our support team in your issue resolution.
5. How pleased are you with the pace at which we provide our goods or services?
6. How pleased are you with the speed at which we provide our goods or services?
7. Are you delighted with how quickly we service you?
Customer loyalty
These customer satisfaction survey questions determine how likely it is for your customers to stick around after doing business with your company.
It produces quantitative answers that enable you to assess your performance in relation to your competitors.
Consequently, such customer survey questions help you forecast which of your customers are likely to continue doing business with you.
Examples of recommendation questions:
8. How likely are you to recommend our brand to others?
9. What’s the probability of you recommending our product/service to a friend or co-worker?
10. What’s the likelihood that you would recommend our brand to others?
11. Based on this experience, would you recommend others to use our brands?
Customer experience
According to Oracle, 90% of companies consider customer experience as their key focus.
Customer experience-related questions determine how easy it is to use your customer service and how helpful your consumers find your self-service capabilities.
Customers’ answers, such as, simple, neither simple nor challenging, or difficult, will inform you of where support processes or issue workflows can be streamlined.
Examples of customer effort questions:
12. How simple did you find it to address your issue?
13. How effective were our self-service tools?
14. Did you find it easy or difficult to resolve your concerns?
15. How would you describe your experience with our brand?
16. How easy was it to resolve your issue?
Product market-fit questions
You can use product-market-fit (PMF) questions to know the level to which your product satisfies a market need or resolves an issue.
More directly, these customer satisfaction survey questions show you whether clients need your brand or not.
Examples of PMF questions:
17. If we stopped offering our product or service, how would you feel?
18. How would you feel if we shut down our service?
19. How would you feel if you couldn’t use our product anymore?
20. Is our product or service a necessity for your business?
Open-ended CSAT questions
When you need in-depth feedback from clients, open-ended inquiries are useful. Their recommendations can amend negative situations and help you win back dissatisfied clients.
Both positive and negative feedback from former customers is a key tool to proactively match your brand roadmap with your consumers’ needs.
Note that positive customer feedback may not help you grow as much as negative feedback can.
Examples of open-ended questions:
21. What stopped you from using or purchasing our brand?
22. What’s the main problem you faced while using/interacting with our brand?
23. What would you recommend us to improve or change in our product or service?
24. What is the one thing you would change about our brand?
25. Do you have any suggestions on how we can improve our brand? If yes, kindly mention it.
26. How can we make your experience with our company better?
27. Are you satisfied with the assistance provided by our support team?
28. How was your experience talking to our customer support agent?
Demographic and psychographic questions
It’s key to follow up on your clients’ behavior and motivations. Create memorable interactions by considering psychographic data, such as individual beliefs and values, in relation to the type of product your company offers.
You can gauge your client’s preferences, attitudes, and desires about your product, its role as a solution, and the market segmentation of the brand.
This helps gauge client expectations and enables you to plan for future shifts in the product space or industry.
Examples of psychographic questions:
29. What is more important for you when purchasing a product or service: quality or price?
30. What expectations do you have from brands you interact with?
31. How many hours a week do you spend on social media sites?
32. What is your age group?
33. What is your name?
34. What is your gender?
35. Please rate the following on a scale of 1 to 10: quality, brand, cost-effectiveness, and reliability.
Follow-up CSAT survey questions
Sending follow-up questions at the end of every customer interaction is a great customer follow-up strategy.
These customer satisfaction survey questions require you to invest enough time with your clients to make sure they know that you care about them and their issues.
Examples of follow-up questions:
36. How was your experience talking to our customer support agent?
37. Is there anything you dislike about our product or service?
38. Do you have any concerns about your industry and how it relates to our product?
39. How would you rate the call?
40. Was the issue resolved to your satisfaction?
41. How well have we responded to your questions or concerns regarding our products?
42. How successful is our response to your worries about our products?
43. Did we react to your queries or complaints about our products in a way that met your expectations?
General questions
These client feedback survey questions are genuinely global. No matter what the topics of your customer satisfaction survey questions are, it is always beneficial to inquire if your respondents have any more comments.
General customer satisfaction survey questions help you obtain extra insight into unexpected topics.
Moreover, they can provide new perspectives that may not be found within your company.
Customer satisfaction survey examples
Let’s examine some customer satisfaction survey examples from popular brands to give you some ideas of how best to implement your own customer feedback surveys.
Subway
Subway sells customized, made-to-order sandwiches through an enormous network of franchised outlets worldwide.
Subway’s customer satisfaction survey uses a combination of questions with 10-point Likert scale responses and follow-up questions that appear after the customer responds to an initial question.
The follow-up questions have predefined responses that customers can select from a dropdown list.
Delta Air Lines
Delta Air Lines provides air travel services to passengers and cargo.
Some of the factors that affect the satisfaction of Delta Air Lines customers are the conduct of flight attendants, the comfort of seats, in-flight entertainment, and meals.
Delta Air Lines uses short yet detailed customer satisfaction survey questions for its passengers to assess the satisfaction of passengers with the services provided by flight attendants.
Namecheap
Namecheap provides affordable domain name registration, hosting, and other web services.
After concluding a customer support session, Namecheap sends feedback questions to determine the customer’s satisfaction score and net promoter score.
The survey also has a comments box where users can elaborate on the rating they provided.
Netflix
Netflix is a streaming service that offers a wide variety of TV shows, movies, and more.
Netflix studies customer behavior to recommend personalized entertainment content. It periodically collects customer feedback including ratings, likes, and dislikes, to improve its offerings.
In this customer satisfaction survey, Netflix uses a few brief questions with responses based on a Likert scale. Each question is succinct to collect precise feedback on very specific categories of Netflix’s products.
Unlock powerful insights with top customer satisfaction survey questions
Creating effective customer satisfaction surveys is essential for any business. They help you gather valuable feedback from both happy and dissatisfied customers—insights that can guide you in refining your products and services.
BoldDesk has in-built customizable, user-friendly survey tools that make it easy to collect detailed feedback and improve your offerings.
Moreover, with BoldDesk’s free CSAT Score Calculator you can instantly turn raw survey data into actionable insights and understand how satisfied your customers are with your service or product.
Want to see it in action? Contact us to schedule a live demo and explore its features. Or jump right in with our free trial for instant access.
Got ideas for more survey questions we should include? Drop them in the comments below, we’d love to hear from you!
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1 comment
Alphonse Stillwagon
April 9, 2023 at 6:49 amI love the helpful information and resources on your website. Your contact center services seem like they would be a valuable asset to any business.