Customer reviews play a very important role in the sustainability of your business. And if you want to improve your customer experience, satisfaction surveys will be a key asset.
Indeed, satisfaction surveys allow you to evaluate the satisfaction of your customers and to decide what actions to take to keep your prospects loyal.
In this article, we will suggest several examples of questions to include in your questionnaire.
Why conduct a satisfaction survey?
Conducting satisfaction surveys will help you understand what works and what doesn't work in your company, giving you the opportunity to improve the negative points. By allowing your customers to express themselves, you will be able to design new products or services, while having the opinion of your customers.
Examples of questions to ask:
Socio-demographic questions
The demographics of your customers are as important as anything else, they allow you to know in which area your customers are located, the age range... They tell you who is using your product / service and allow you to obtain useful data for your teams.
How old are you?
Where do you live?
What is your household income? (You can also group income brackets)
What is your employment status?
Questions about the product/service
Questions about what you sell are designed to learn about your customers' experience. You will be able to evaluate various aspects of your offering. This will give you a better understanding of how your customers use your product or service.
What do you like best about our product?
How often do you use our product or service?
Does our product or service help you achieve your goals?
How would you rate our product or service? (numerical scale of 0 to 5 or 0 to 10)
Open-ended questions
Open-ended questions allow customers to write their own response.
How could we improve your experience?
How does our offering meet your expectations?
What do you think of our products/services?
What do you think could be improved?
Do you have any other comments for us?
Can you describe your opinion of our brand?
Nowadays, it only takes one click for your customers to find your competitors. So it's important to take the necessary steps to keep them coming back.
Whether it's annual, monthly or post-purchase surveys, it's essential to gather your customers' opinions to ensure you're meeting their expectations.
