Customer service satisfaction survey questions template

Website and User Experience These types of questions can help a business gauge how user-friendly their website, app or processes are. Did the website load efficiently? On a scale of , how easy was [feature] easy to use? Rate your level of satisfaction with the variety of options offered. On a scale of , how well does our product meet your needs? What product features are the most valuable to you? If you could solve one problem with our product, what would it be?

On a scale of , how would you rate the value of our product for the money spent? Which of the following words would you use to describe our product? How would you rate the following services? How would you rate the quality of this service? On a scale of , how satisfied are you with our shipping options?

Did [product] arrive on time? Did the description of [product] on our website accurately represent what you received? How likely are you to recommend [company] to a friend or colleague?

Was this your first time working with [company]? Will you purchase more products from [company] in the future? Would you identify yourself as a loyal customer to [company]? Compared to our competitors, how would you rate our product? On a scale of , how strongly do you feel that [company] acts in your best interest? On a scale of , how competitive do you feel our prices are? Where did you learn about [company]? Would you like to receive more information about new products or special offers?

Are you following [company] on social media? If so, which platforms? Here at Survicate , we are obsessed with customer satisfaction, and you should be too. After all, providing high-quality products, services, user experience, and customer care brings money to the bank.

How to check if your feeling of giving the best customer service checks out with reality? It's simple! Start sending customer surveys frequently and asking the right customer satisfaction survey questions. Depending on your goals, we divided the questions into 4 groups of interest:. Alternatively, jump right in and try Survicate's free plan that lets you play with all customer satisfaction survey templates, customize survey questions, and see how they work for your team!

Simply put, a product survey is a powerful way to discover what their customers think about your products or services. Product research cuts the risk of developing good-for-nothing features. You can also use product surveys for existing products to see how users enjoy the experience. Why should you care how people would describe your product?

Answers to any of those will show you how well you communicate your value proposition and product vision to users. Hint: Check what are the most common positive words used to describe your product. If they are very frequent, it may indicate that this is what your customers are looking for in your product. You can use such words in your future marketing campaigns.

This is a broad question nonetheless specific enough to provide actionable results. Offering a product or service that meets customer needs is a prerequisite to providing high customer satisfaction. This question is vital for SaaS companies. Their products tend to offer dozens of features and most of the customers use only a handful of them. Researching which ones are the most important and valuable to users will help you understand how customers interact with your product and what they really need.

We discovered exactly this with our exit intent survey — a simple feature that turned out to be a must-have for many customers. Offering exactly what your customers need helps improve their retention. The same goes for e-commerce — customers are more likely to return if you offer what they are searching for and want to buy.

Answers to this customer survey question will help you minimize risks associated with building a product roadmap or planning expanding inventory. This is a variation of question 4. This time you require information on just one change your customers would like you to introduce.

What you take into account is that your customers may have very specific needs regarding the products you already have. As with the question above, the main purpose is to improve customer retention. Take into consideration all the propositions made by your customers.

Firstly, focus on the most frequent ones. To fail to act on that is a mistake that may cost you too much too soon. This is a question that seeks information that usually cannot be gauged by analytics. Here you ask for the type of solution your customers search for. This allows you to focus on the strongest features of your product and helps to prioritize any future improvements that could be made. It may be the case that your potential customers are looking for something different than their chosen product is.

That is a very valid customer satisfaction survey question. First and foremost, you should use it while considering any changes to the pricing of your product or service. If the feedback you receive proves that your customers think that your product is too expensive, you should definitely reconsider your plans to up your prices. Maybe you could reach your financial goals by introducing some sales or discounts instead.

It may be a follow-up after a finalized purchase, e. This is a must-have question to use when there are any changes in the design of your website. What you may consider innovative, easy, and user-friendly, maybe not so much for your customers. Take into consideration any feedback you receive.

Unheard complaints from your users may result in their churn, so make sure they are happy with what they see and find on your website. When it comes to new users or potential customers, it is also great to ask them this customer satisfaction survey question. They look at your website with a fresh eye and may notice things from a totally different perspective. It is worth taking a look at their opinion on the matter. The happier they are with the navigation of your website and the time they take to get the information they need, the higher the chance they will return and bring new customers with them.

It may be worth a shot to add another section to the menu that would link directly to that subpage. Net promoter score surveys ask customers to rate how likely they are to recommend your products to friends, family, and colleagues. Once you compare the number of detractors to the number of promoters, you can assess customer satisfaction. Customer Effort Score measures the amount of effort it takes to use your product, resolve an issue, make a payment, and much more.

It provides insight into the usability and convenience of your offerings. Milestone surveys provide insights to understand the user experience better, they are sent out at critical moments in the customer journey. A milestone survey can be set up for specific times Example: 2-weeks after receiving their product or for particular experiences Example: after receiving support for an issue.

Knowing how your customers feel is incredibly important as it is instrumental to your growth. In addition, customers appreciate it when businesses are keen to improve their products or services. But apart from asking for feedback, it is equally important to thank them for providing it just as a form of appreciation. Your email address will not be published. Save my name, email, and website in this browser for the next time I comment.

GO TOP. Career Contact Us Login. Digital Care. Listening and Insights. Review Management. Conversational AI. Google My Business. Google Business Messages. Web Chat.

In App Chat. Google Verified SMS. By Use Case. By Business Type.