What are a few good questions for a customer satisfaction survey?

When executing customer satisfaction surveys, it's not so much the questions that you're asking that matter most, but the reasons why you're asking them. For example, if you ask your user base something like, "Please rate our new website design from 1 to 10, where 1 is poor and 10 is excellent." All you're going to find out is whether people like your new design or not. You're not going to get any useful insights into what you should change, how qualified your user base is to provide feedback, and what (if anything) your users would prioritize as being the most important items to fix. Asking highly specific questions is really what makes a great customer survey. As an example, at http://feedbacklite.com we recently ran a survey asking our website visitors which feature they'd like to see us develop next out of a list of 5 possible options. We could have asked our customers how satisfied with our product they were, but this wouldn't have given us much to go on. We knew these 5 items were good options, because we'd already had some feedback indicating their worth, we just needed to put it out to a wider audience to confirm our suspicions. After we ran the survey for a couple of weeks, there was no doubt which feature we should invest our time developing, and we got a great result! This is thee sort strategy you should aim to replicate, so you can ensure customer satisfaction, not so you can determine customer satisfaction.

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While customer satisfaction surveys can be a great way to see where you're standing with your service or product, they can be quite time-consuming and yield a low number of answers. Customers are much more likely to give their opinion soon after the purchase, rather than at random times when surveys are being conducted. Review collecting companies are a great alternative way of gathering feedback. http://ekomi.com/us/ and http://www.bazaarvoice.com/ both offer great solutions to help you monitor customer satisfaction in real time and to keep your finger on the pulse when problems arise. In my opinion this is the best way of monitoring your clients' satisfaction as it offers a long-term insight into your product's performance and most importantly - brings you more responses.

You can find some really great templates on SurveyMonkey for customer satisfaction surveys! There also have some great articles tin their blog on how to write such surveys. Some key points: Keep it short and sweet No leading questions or answers so you can get true data No more than 3-5 questions per page Here's some info on the template: https://www.surveymonkey.com/blog/en/customer-satisfaction-survey-template/. Hope that helps!

Make it simple just ask one question...how likely are you to recommend this company’s product or service to a friend or a colleague? Here for more info: http://www.medallia.com/net-promoter-score/

I've read a number of the replies and I have to side with the answers that suggest going with short surveys that are anywhere from one to three questions long. At QuickTapSurvey, we have found that people have a very short attention span that this is even more true when there isn't a direct incentive or reasons to participate. We usually suggest 10 questions at most for an intercept survey and for customer satisfaction, NPS and/or CSAT plus an open ended question works best.

Thanks for the A2A. Since the product or service has not been specified, I have made a list of the questions that came to my mind. Choose the relevant questions as per need. How did you come to know of our product? Were you happy with our product? How would you rate your experience of (website name)? Any suggestions for the improvement of website? Was the product delivered in time? Any problem with the delivery? What did you like about our product? What did you dislike about our product? What more varieties would you like to see in our products? If you found the same product with same quality somewhere else at a cheaper rate, do inform us. You will be awarded with X. Would you recommend our product to your friends/family? How often do you use our products? How satisfied you are with our customer care/service? P.S: Will keep on editing with more questions. If the product or service is known I can attempt for a more specific answer.

Few brief recommendations would be: Do not ask leading questions; Do not ask too much questions; Use different types of questions; Provide opportunity to skip the question; Make your questions and answering options precise and clear; Use conditional branching to avoid unnecessary questions; Avoid questions that contain double structure. More extended recommendations and examples of questions you will find under the following links:https://www.examinare.com/en/customer-satisfaction-surveys/customer-survey-questions/ https://news.examinare.com/2013/10/24/client-satisfaction-survey-questions/ Good luck! :)

This is a great discussion that we have going on here! I actually recently wrote a blog post on this very subject. Here's a helpful list of resources from around the web to help you ask your customers the right questions:http://blog.siftnlp.com/survey-questions-to-ask-customersHope this helps,Catherine