Customer and client feedback is essential for every type of business. However, when your clients have high customer satisfaction expectations, it becomes more crucial to get insight and understand how you can improve and exceed expectations. Finding the right customer satisfaction survey questions can give you meaningful and measurable answers to help you thrive in your industry, and Tab Service Company can help.
Why are customer satisfaction questionnaires important?
If you want to continue your success and meet your customers’ needs, feedback is an excellent way to stay on top of your game. Not only do you get valuable opinions and suggestions that can improve your process, products, or services, but you’re also giving your clients a voice. You’re letting them know that you care what they think and want them to share their experience.
What are the best customer satisfaction survey questions? It’s a good idea to include different types of questions, including:
- Rating questions
- Yes or no questions
- Open-ended questions
Here are the top 10 to include in your surveys or questionnaires.
- How satisfied are you with your purchase?
While this is a general question, it gives you an overall idea of whether you met your customers’ expectations. You should provide a satisfaction scale that allows your customers to rate their satisfaction. For example, you can ask them to rate you on a scale of 1 to 10, with 1 being very unsatisfied and 10 being extremely satisfied. This gives you quantifiable data that is easier to analyze.
- How likely are you to recommend our product or service?
This is another rating question that can provide measurable data and insight. The more likely a customer is to recommend what you offer, the better your chances are of getting return clients and new qualified leads. If you’re getting feedback that indicates a significant percentage of your customers would not recommend your product or service, it’s time to evaluate your strategy.
- How would you rate our customer service?
For businesses that offer services, providing customers with a ratable scale makes it easy for them to share their level of satisfaction. It’s quick, easy, and an invaluable way to build measurable feedback.
- Was our service representative able to resolve your issue?
This yes-or-no question is a good one to include for service-based businesses. If your goal is to collect feedback regarding a customer service call, this question is essential to understand if the ultimate goal of helping your customer was accomplished.
- Was the customer service representative knowledgeable or well-trained?
Again, this applies more to customer service calls where people are trying to get answers or assistance with an issue. When customers are answering “no” to this question, it tells you that you need to invest more time and resources to improve training and knowledge of the product or service you offer.
- Was it easy to contact our team?
One way to ensure you’re effectively helping your customers is to make it easy to reach your team when they need assistance. When customers are spending a disproportionate amount of time trying to figure out how and when to contact you, the less likely they will be to buy from you again.
- May we contact you regarding your responses?
Negative feedback can often leave you with more questions than answers. What happened? Who was involved? When did this take place? Asking if your customer is open to a follow-up call lets you know if they’re comfortable with explaining the details of their experience. This feedback can give you a deeper understanding of how you can improve.
- What can we do to improve your experience?
This open-ended question can help you get specific suggestions on what would make the customer experience better. That could be a more streamlined checkout process, an improved product feature, or even subtle differences in the way your representatives communicate with clients.
- Why did you choose us over a competitor’s product or service?
If your market is particularly competitive, knowing what gives you an edge over the competition is vital to your sustainability and growth. Collecting these insights can help you continue and develop those aspects of your business.
- How would you describe your satisfaction with the product or service?
Giving your customers or clients a way to share what they think about their purchase allows you to gather feedback on the specific product or service they bought.
Survey Data Processing Services
Gathering feedback and customer insight is helpful if you can analyze the data and take action based on the results. If you’d like to learn more about survey data processing and how Tab Service Company can help, contact us today! We offer everything from online-based surveys to paper survey administration and survey data capture to survey design and support.