What is a Customer Satisfaction Survey

To improve the quality of the service/product all companies create customer feedback survey. Only with the feedback surveys they will be able to learn what the users want and in what spheres they can make improvements. I am sure that all of us have passed customer satisfaction survey once in their lifetime. Some of them were clearly designed, and some of them weren't. If you want to have a successful customer satisfaction survey, it is important to include questions, that will be easy to answer but meantime helps you get the needed data and feedback. Just sending out random customer satisfaction surveys once in a while won't make your customer experience better.

The primary goal of a customer satisfaction survey is to assess how satisfied customers are with their experiences and to identify areas for improvement. The feedback collected from these surveys helps businesses understand customer preferences, concerns, and expectations, allowing them to make informed decisions to enhance their products or services and improve overall customer satisfaction. These surveys are typically conducted through various channels such as email, online forms, phone calls, or in-person interviews.

To get useful feedback, make surveys with a purpose and ask questions that help you gather the right information. In this article, we will discover the best way to understand what your audience thinks and feels by using surveys.

Types of Customer Satisfaction Surveys

Customer satisfaction surveys typically include a variety of question types to gather comprehensive feedback from customers. If you have decided to create a customer satisfaction survey, make sure to use such question types, that will help you to get the needed data easily. Some of the main question types used in these surveys include:

1. Rating Question Type

Rating scale questions ask respondents to rate their satisfaction on a numerical scale, such as from 1 to 5 or from very dissatisfied to very satisfied. These questions are valuable because they provide data that can be easily analyzed and compared. They allow businesses to measure the degree of satisfaction across different aspects of the customer experience, such as product quality, customer service, or overall satisfaction.

2. Multiple-Choice Questions

Multiple-choice questions provide respondents with a list of predefined options to choose from, allowing them to select the answers that best reflect their experience. They offer a structured format for collecting data and can help identify common trends or preferences among customers. The biggest advantage of the given question type is that it allows the users to choose more than one answer.

3. Open-Ended Questions

Open-ended questions allow respondents to provide written feedback in their own words, offering more detailed insights and allowing for qualitative analysis. These questions are valuable because they capture the voice of the customer and provide deeper insights into their thoughts, feelings, and experiences. They allow businesses to uncover specific issues, suggestions, or areas for improvement that may not have been addressed in other question types.

4. Likert Scale Questions

Likert scale questions ask respondents to indicate their level of agreement or disagreement with a statement, typically on a scale from strongly disagree to strongly agree. These questions are useful for measuring attitudes, opinions, or perceptions, as they provide a standardized format for assessing. They allow organisations to analyze customer sentiment and identify areas of strength or concern based on the degree of agreement or disagreement with specific statements.

5. Yes/No Questions

Yes/no questions ask respondents to indicate whether they agree or disagree with the question, providing a simple way to gather feedback on specific topics. These questions are useful for collecting data and can help businesses quickly assess customer preferences, opinions, or behaviours. They offer a format for gathering feedback on specific issues or initiatives and can be used to guide decision-making or prioritize action items.

6. Ranking Questions

Ranking questions ask respondents to rank a list of items or attributes in order of importance or preference, helping to prioritize areas for improvement. These questions are useful for identifying and understanding which aspects of the customer experience are most important to customers. They offer a structured format for gathering feedback on multiple factors and can help businesses focus efforts on areas that will have the greatest impact on customer satisfaction.

7. Matrix Questions

Matrix questions ask respondents to rate each option on the same scale, allowing for comparisons across multiple factors. These questions are useful for exploring complex topics or gathering feedback on multiple dimensions of the customer experience. They provide a structured format for assessing attitudes, perceptions, or preferences and can help businesses identify patterns or trends across different aspects of the customer journey.

8. Net Promoter Score (NPS) Questions

NPS questions ask respondents how likely they are to recommend a company to others, typically on a scale from 0 to 10, to measure customer loyalty and satisfaction. These questions are useful for assessing overall customer satisfaction and loyalty, as they provide a standardized metric that can be tracked over time. They offer a simple yet powerful way to gauge customer sentiment and identify promoters, passives, and detractors, which can inform retention strategies and drive business growth.

70+ Customer Satisfaction Survey questions

Rating Questions

1. Please rate your level of satisfaction with your overall experience with our company on a scale of 1 to 10.

2. How satisfied are you with the quality of our products/services? Please rate from 1 to 5, where 1 means very dissatisfied and 5 means very satisfied.

3. Rate your satisfaction with our customer service on a scale of 1 to 10.

4. How likely is it that you will recommend our company to your friends or colleagues? Please rate from 0 to 10, where 0 is not at all likely and 10 is very likely.

5. Please rate the speed of response to your request from our customer support team from 1 to 5, where 1 is very slow and 5 is very fast.

6. How satisfied are you with the variety of our products/services? Please rate from 1 to 10, where 1 is completely dissatisfied and 10 is completely satisfied.

7. Rate your level of satisfaction with the process of ordering our products/services on a scale from 1 to 5.

8. How easy is it for you to find the information you need on our website? Please rate from 1 to 10, where 1 is very difficult and 10 is very easy.

9. Please rate your overall satisfaction with paying for our products/services on a scale of 1 to 5.

10. How satisfied are you with the performance of our online store? Please rate from 1 to 10, where 1 is completely dissatisfied and 10 is completely satisfied.

Multiple-Choice Questions

1. Which of the following services have you used in the last month? (Select all that apply)

• Custom products
• Request customer support
• View information on the site
• Participation in promotions and special offers
• Other (specify)

2. How often do you use our services?

• Daily
• A few times a week
• Once a week
• Several times a month
• Less than once a month

3. What communication channels do you prefer to communicate with our company? (Select all that apply)

• Telephone
• Email
• Online chat on the website
• Social media
• Personal office visit

4. How did you hear about our company?

• Recommendations from friends or acquaintances
• Internet advertising
• Advertising on television or radio
• Advertising brochures or leaflets
• Other (specify)

5. How would you rate the quality of our products/services?

• Excellent
• Good
• Satisfactory
• Below the average
• Bad

6. How would you rate our customer service?

• Excellent
• Good
• Satisfactory
• Below the average
• Bad

7. How likely are you to use our services again?

• Very likely
• Probably
• Uncertain
• Unlikely
• Not at all likely

8. How do you rate the information content of our website?

• Very informative
• Informative
• Average information
• Uninformative
• Uninformative

9. Which of the listed factors had the greatest influence on your choice of our company? (Select all that apply)

• Quality of products/services
• Price
• Company reputation
• Recommendations from friends or acquaintances
• Other (specify)

10. How do you rate the speed of delivery of our goods/services?

• Very fast
• Fast
• Average
• Slow
• Very slow

Open-Ended Questions

1. Please describe your experience with our company. What did you like and what didn't you like?

2. What aspects of our product/service do you find most valuable or useful to you?

3. If you could change one thing about our service or product, what would it be?

4. How can we improve your experience with our company?

5. Is there anything we do well that you would like to highlight or share with us?

6. How would you rate the level of professionalism of our customer support team?

7. What features or functionality would you like to see in our products/services in the future?

8. Please tell us about any problems or difficulties you encountered while using our services.

9. How can we make your experience on our website more convenient and enjoyable?

10. Do you have any additional comments or suggestions about our company or services?

Likert Scale Questions

1. How satisfied are you with your overall experience with our company?

• Not satisfied at all
• Completely satisfied

2. To what extent do you agree with the level of quality of our products/services?

• I completely disagree
• I completely agree

3. To what extent do you agree with the level of quality of our products/services?

• I completely disagree
• I completely agree

4. How likely are you to recommend our company to friends or colleagues?

• Not at all likely
• Quite likely

5. How do you assess the level of efficiency of our online store?

• Very low
• Very tall

6. How satisfied are you with the variety of our products/services?

• Not at all happy
• Completely satisfied

7. What is your opinion about the speed of response to your request from our customer support team:

• Not satisfied at all
• Completely satisfied

8. How do you rate the information content of our website?

• Not at all informative
• Completely informative

9. Your overall satisfaction with the process of ordering our products/services:

• Very low
• Very high

10. How easily can you find the information you need on our website?

• Not easy at all
• Completely easy

Yes/No Questions

1. Would you recommend our company to your friends or colleagues?

2. Would you like to use our services again?

3. Are you satisfied with the quality of our products/services?

4. Did you receive the support you needed from our customer support team?

5. Was your experience with our website positive?

6. Did you find useful information on our website?

7. Was your experience with the checkout process convenient?

8. Are you satisfied with the speed of delivery of our goods/services?

9. Have you encountered any problems while using our services?

10. Would you like to receive additional services or features from our company?

Ranking Questions

1. Please indicate which of the following aspects of your experience were most important to you (from most important to least important).

2. Please rate the importance of the following aspects of our service (on a scale of 1 to 10).

3. We ask you to rate which of the following services/products/functions are most attractive to you (in descending order of attractiveness).

4. Rank the items in order of preference for the following types of services (from most preferred to least preferred).

5. Rate the importance of the following aspects when choosing a product/service (in increasing order of importance).

6. Please rank your preferences according to the following criteria (from most important to least important).

7. Indicate which of the following characteristics are key for you (in descending order of importance).

8. Rate the importance of each of the following aspects in your experience with our company (on a scale of 1 to 10).

9. Distribute points by preference for the following characteristics (from most preferred to least preferred).

10. Please rate the importance of each of the following criteria when selecting a supplier/product (in ascending order of importance).

Matrix Questions

1. Please rate the following aspects of our service on a scale of 1 to 5, with 1 being very low and 5 being very high:

• Quality of products/services
• Effective communication with our support team
• Speed of problem-solving
• Availability of information on our website

2. Please indicate your agreement or disagreement with the statements below:

• I feel that my needs were met during my interaction with our company.
• I am pleased/satisfied with the quality of service provided by our customer service team.
• I believe that the price of our products/services corresponds to their quality.
• I would/have recommended our company to my friends or colleagues.

3. Please rate the following aspects of our service on a scale of 1 to 10, where 1 is completely dissatisfied and 10 is completely satisfied:

• Order process
• Availability of products/services
• The level of professionalism of our employees

4. How would you rate each of the following aspects of our service on a scale from 1 to 7, where 1 is not at all important, and 7 is extremely important:

• Quality of products/services
• Order processing speed
• Level of communication with clients
• Innovative capabilities

5. Please select one of the following response options for each aspect of our service:

• Very dissatisfied/dissatisfied
• Unsatisfied/unsatisfied
• Neutral/neutral
• Satisfied/satisfied
• Very satisfied/satisfied

6. Rate each of the listed aspects of our service on a scale from 1 to 5, where 1 means completely disagree and 5 means completely agree:

• Our company provides high-quality products/services.
• Timely resolution of customer problems and requests.
• Clarity and understandability of information on our website.

7. Please indicate your agreement or disagreement with the statements below:

• Our company provides a high level of customer focus.
• I feel that my questions and problems are resolved promptly and professionally.
• The level of quality of the products/services provided exceeds my expectations.

8. Please rate each of the following aspects of our service on a scale from 1 to 7, where 1 is not at all important and 7 is extremely important:

• Professionalism of the company's employees.
• The degree of individualization of customer service.
• Opportunity to receive prompt support and advice.

9. Rate each of the listed aspects of our service on a scale from 1 to 5, where 1 is not at all important, and 5 is extremely important:

• Availability of our company to clients.
• Transparency of pricing and tariffs.
• Possibility of receiving feedback and suggestions from clients.

10. Please select one of the following response options for each aspect of our service:

• Never encountered/encountered
• Very rarely
• Sometimes
• Often
• Always

Net Promoter Score (NPS) Questions

1. On a scale of 0 to 10, how likely are you to recommend our company/product/service to your friends or colleagues?

2. How likely are you to recommend us to friends or colleagues?

3. How likely is it that you would recommend our company/product/service to someone else?

4. Would you recommend us to your friends or colleagues?

5. How likely are you to recommend us to friends or colleagues?

Wrap Up!

In this article, we have come across the most used satisfaction survey questions you can use on your upcoming customer satisfaction survey. Having a well-designed survey is way too much important, as with the help of it you can get the needed results and make improvements based on your users' wishes. Want to have a successful organisation? Make sure to listen to your customers. No one better then them will be able to help you to improve the quality of your service. Before creating a customer feedback survey, you must choose the right question types, that will give them the ability to share their honest feedback with you.

So, if you are going to create your very first customer survey, check out our article and find the questions, that are important to include in your survey.

For more interesting articles, make sure to check our blog, where you can find sports trivia questions, general knowledge questions and so on.