Conducting surveys can help representatives of the management in making crucial decisions about the different aspects of a product and its marketing.
Finding out what the customer thinks about an existing product can help in deciding its future and of ways to better it.
There is no surefire way of conducting surveys.
While you may have to keep a conversational tone while you are in the process of taking an oral survey, your questions will typically be particular to the product or service you are surveying about and not necessarily any mundane questions.
It is up to whoever creates a survey to decide what type of questions will be involved. Some people prefer creating MCQs (multiple choice questions) because they are easier to answer than their open-ended counterparts.
However, in some circumstances, you may not be able to gauge a customer response accurately by asking an MCQ. Here, you will need the customer to tell you what he thinks in his own words.
Many customer satisfaction survey questions are an amalgamation of both multiple choices and open-ended ones. Let us look at some examples here.
Sample Customer Satisfaction Survey Questions
1. How long have you used our product?
A question asked at the beginning of almost every customer satisfaction survey to gauge how loyal a customer has been. Answer choices will typically include:
o Less than 6 months
o 1 year to 3 years
o 3 years to 5 years
o 5 years and more
2. Which one of our services do you use?
This helps the person taking the survey to understand what questions to ask which is related to your answer. A list of products that the company offers is important here along with an “other” option.
3. How would you rate your satisfaction level with the company and its products?
It will be a good idea to include a comment section here to see what a customer has to say about your company and its products based on his answer. Answer choices will typically include:
o Very satisfied
o Somewhat satisfied
o Somewhat dissatisfied
o Very dissatisfied
4. How likely is it that you will recommend our company’s products to a friend?
Here you are attempting to find out the level of satisfaction of one customer which can have a trickle-down effect on other people using similar products from another company. Typical answers will of course be:
o Very likely
o Somewhat likely
o Somewhat unlikely
o Very unlikely
5. Please provide a rating on the following attributes of our company/product.
A brilliant chance to find out what customers feel about your company: you can include areas such as professionalism, customer service, product/service quality, price vs. quality, and sales staff attitude.