Customer satisfaction surveys are critical tools for assessing how well a company meets the needs and expectations of its customers.
Engaging with customers and gathering feedback can reveal valuable insights into areas of success and opportunities for improvement.
AdvertisementBelow are 30 sample questions you can use in your customer satisfaction survey, organized by different themes.
30 Sample Customer Satisfaction Survey Questions
1. General Satisfaction
1.1. How satisfied are you with our product/service?
(Very satisfied, Satisfied, Neutral, Unsatisfied, Very unsatisfied)
1.2. How likely are you to recommend our product/service to others?
(Definitely will, Probably will, Might or might not, Probably will not, Definitely will not)
1.3. Overall, how would you rate your experience with our company?
(Excellent, Good, Average, Poor, Very poor)
2. Product/Service Quality
2.1. How well does our product/service meet your needs?
(Extremely well, Very well, Moderately well, Slightly well, Not at all)
2.2. How would you describe the quality of our product/service?
(Excellent, Good, Average, Poor, Very poor)
2.3. What features of our product/service do you value the most?
(Open-ended)
2.4. Are there any features you feel are missing from our product/service?
(Open-ended)
3. Customer Support
3.1. How satisfied are you with the customer support you received?
(Very satisfied, Satisfied, Neutral, Unsatisfied, Very unsatisfied)
3.2. How easy was it to contact customer support?
(Very easy, Easy, Neutral, Difficult, Very difficult)
3.3. Was your issue resolved in a timely manner?
(Yes, No)
3.4. How would you rate the knowledge and professionalism of our customer support team?
(Excellent, Good, Average, Poor, Very poor)
4. Communication
4.1. How effectively do we communicate information about our products/services?
(Extremely effectively, Very effectively, Moderately effectively, Slightly effectively, Not at all)
4.2. Do you feel informed about updates and changes to our products/services?
(Always, Often, Sometimes, Rarely, Never)
4.3. How would you rate the clarity of our product/service documentation?
(Excellent, Good, Average, Poor, Very poor)
5. Pricing
5.1. How would you rate the value for money of our product/service?
(Excellent, Good, Average, Poor, Very poor)
5.2. How satisfied are you with our pricing structure?
(Very satisfied, Satisfied, Neutral, Unsatisfied, Very unsatisfied)
5.3. Do you believe our product/service is priced fairly compared to competitors?
(Yes, No)
6. Improvement and Feedback
6.1. What is one thing we could do to improve your satisfaction?
(Open-ended)
6.2. What other products or services would you like to see us offer?
(Open-ended)
6.3. Are you likely to continue using our product/service in the future?
(Definitely will, Probably will, Might or might not, Probably will not, Definitely will not)
7. Demographics
7.1. What is your age group?
(Under 18, 18-24, 25-34, 35-44, 45-54, 55-64, 65+)
7.2. What is your gender?
(Male, Female, Prefer not to say, Other)
7.3. What is your location?
(City, State, Country – open-ended)
7.4. How did you first hear about our product/service?
(Social media, Online search, Word of mouth, Advertisement, Other)
8. Additional Insights
8.1. How often do you use our product/service?
(Daily, Weekly, Monthly, Rarely)
8.2. What problems have you encountered while using our product/service?
(Open-ended)
8.3. What do you like most about our product/service?
(Open-ended)
8.4. If you could change one thing about our product/service, what would it be?
(Open-ended)
8.5. Can you provide any examples of how our product/service has benefited you or your business?
(Open-ended)
8.6. Would you be willing to participate in a follow-up discussion regarding your feedback?
(Yes, No, Maybe)
Conclusion
These questions can serve as a foundation for creating a comprehensive customer satisfaction survey. Tailoring them to your specific industry or target audience will enhance their effectiveness.
Remember to simplify and streamline your survey to encourage higher response rates, and always analyze the feedback to implement actionable changes that improve customer satisfaction and loyalty.