The right sample survey questions to measure customer satisfaction

Posted on: 2012-12-13

How to select the best sample survey questions to measure customer satisfaction ? 

All good maketing book will tell you: it’s much more important to keep your existing customer happy than to fight for new ones.

In today’s crowded world, gaining a customer is hard. First you need to convince prospects to try out your service, then you need to have them paid for it. It requires a lot of work, and a bit of luck. Then, there’s happiness : you did successfully sold your product or service to your prospects. Now, what should be your next step ?  Most companies are doing the mistake of shifting their focus to next prospect. 

Instead, winning businesses are spending time keep existing customers happy. And ensuring that they will buy again from them. To do so, you need to rate how excellent is your customer satisfaction services ?

MEASURING CUSTOMER SATISFACTION AND ENGAGEMENT

Why is it so important to measure customer satisfaction  ? The key to this question is to know that less than 10% of customers complain when they are not satisfied. The good news is that you’ll get a chance to get feedback and perhaps correct your mistake for those customers. The bad news is that over 90% of those unhappy customers will probably quit you without mentioning it. 

image

 

Hence, whether you are a large industrial company or a small shop owner, you need to find a way to measure your customer satisfaction and to take action to improve it in case your rate if low or make it tremendous in case your rate is high. Plus, you’ll need to communicate properly about that. 

ASKING THE RIGHT QUESTIONS TO MEASURE CUSTOMER SATISFACTION

Here are some basic, yet seldomly applied, sample customer satisfaction survey questions. It’s not only about asking «Are you satisfied», It’s about assessing your value proposition:  

Some «closed end» question to measure properly customer satisfaction :

  • How convenient is our service to use ? Use a rating,  scale or likert question
  • How much value did we add to your day ? Could be simply answered by «not much», «somehow» or «a lot»
  • Will you recommend us ? or Will you use our service again ? These are powerfull YES/NO question
  • Our prices are cheaper, more expensive or similar to our competitors ?
  • Our quality is better, worse or similar to our competitors ?

If you are in a situation where you know your customers could take the time to provide tailor feedback, then you could give a shot to a non-mandatory open question: 

  • What do you think we should improve in our service?
  • How can we serve you better ?

image

SETTING CUSTOMER SATISFACTION KPI 

As with sales figures or production ratio, our customers have been able to bring new KPI to their dashboard. It can really be a simple YES/NO indicator or something more complex, as an aggregate of several  replies. This really depends on the business your are in. A retailer will limit his scope to a one-tap likert question. A delivery business will take the time to collect a few more data point. A service company will take the time of a deeper face-to-face interview.   

Ps: Go try by yourself the customer satisfaction sample survey by using «satisfaction» as a survey code on Datafield mobile app (available here: http://app.lk/datafield)

How to select the best sample survey questions to measure customer satisfaction ? 

As all good maketing book will tell you: it’s much more important to keep your existing customer happy than to fight for new ones. 

In today’s crowded world, gaining a customer is hard. First you need to convince prospects to try out your service, then you need to have them paid for it. It requires a lot of work, and a bit of luck. Then, there’s happiness : you did successfully sold your product or service to your prospects. Now, what should be your next step ?  Most companies are doing the mistake of shifting their focus to next prospect. 

Instead, winning businesses are spending time keep existing customers happy. And ensuring that they will buy again from them. To do so, you need to rate how excellent is your customer satisfaction services ?

MEASURING CUSTOMER SATISFACTION AND ENGAGEMENT

Why is it so important to measure customer satisfaction  ? The key to this question is to know that less than 10% of customers complain when they are not satisfied. The good news is that you’ll get a chance to get feedback and perhaps correct your mistake for those customers. The bad news is that over 90% of those unhappy customers will probably quit you without mentioning it. 

image


Hence, whether you are a large industrial company or a small shop owner, you need to find a way to measure your customer satisfaction and to take action to improve it in case your rate if low or make it tremendous in case your rate is high. Plus, you’ll need to communicate properly about that. 

ASKING THE RIGHT QUESTIONS TO MEASURE CUSTOMER SATISFACTION

Here are some basic, yet seldomly applied, sample customer satisfaction survey questions. It’s not only about asking «Are you satisfied», It’s about assessing your value proposition:  

Some «closed end» question to measure properly customer satisfaction :

  • How convenient is our service to use ? Use a rating,  scale or likert question
  • How much value did we add to your day ? Could be simply answered by «not much», «somehow» or «a lot»
  • Will you recommend us ? or Will you use our service again ? These are powerfull YES/NO question
  • Our prices are cheaper, more expensive or similar to our competitors ?
  • Our quality is better, worse or similar to our competitors ?

If you are in a situation where you know your customers could take the time to provide tailor feedback, then you could give a shot to a non-mandatory open question: 

  • What do you think we should improve in our service?
  • How can we serve you better ?

image

SETTING CUSTOMER SATISFACTION KPI 

As with sales figures or production ratio, our customers have been able to bring new KPI to their dashboard. It can really be a simple YES/NO indicator or something more complex, as an aggregate of several  replies. This really depends on the business your are in. A retailer will limit his scope to a one-tap likert question. A delivery business will take the time to collect a few more data point. A service company will take the time of a deeper face-to-face interview.   

Antoine

Ps: Go try by yourself the customer satisfaction sample survey by using «satisfaction» as a survey code on Datafield mobile app (available here: http://app.lk/datafield)

How to select the best sample survey questions to measure customer satisfaction ? 

As all good maketing book will tell you: it’s much more important to keep your existing customer happy than to fight for new ones. 

In today’s crowded world, gaining a customer is hard. First you need to convince prospects to try out your service, then you need to have them paid for it. It requires a lot of work, and a bit of luck. Then, there’s happiness : you did successfully sold your product or service to your prospects. Now, what should be your next step ?  Most companies are doing the mistake of shifting their focus to next prospect. 

Instead, winning businesses are spending time keep existing customers happy. And ensuring that they will buy again from them. To do so, you need to rate how excellent is your customer satisfaction services ?

MEASURING CUSTOMER SATISFACTION AND ENGAGEMENT

Why is it so important to measure customer satisfaction  ? The key to this question is to know that less than 10% of customers complain when they are not satisfied. The good news is that you’ll get a chance to get feedback and perhaps correct your mistake for those customers. The bad news is that over 90% of those unhappy customers will probably quit you without mentioning it. 

image


Hence, whether you are a large industrial company or a small shop owner, you need to find a way to measure your customer satisfaction and to take action to improve it in case your rate if low or make it tremendous in case your rate is high. Plus, you’ll need to communicate properly about that. 

ASKING THE RIGHT QUESTIONS TO MEASURE CUSTOMER SATISFACTION

Here are some basic, yet seldomly applied, sample customer satisfaction survey questions. It’s not only about asking «Are you satisfied», It’s about assessing your value proposition:  

Some «closed end» question to measure properly customer satisfaction :

  • How convenient is our service to use ? Use a rating,  scale or likert question
  • How much value did we add to your day ? Could be simply answered by «not much», «somehow» or «a lot»
  • Will you recommend us ? or Will you use our service again ? These are powerfull YES/NO question
  • Our prices are cheaper, more expensive or similar to our competitors ?
  • Our quality is better, worse or similar to our competitors ?

If you are in a situation where you know your customers could take the time to provide tailor feedback, then you could give a shot to a non-mandatory open question: 

  • What do you think we should improve in our service?
  • How can we serve you better ?

image

SETTING CUSTOMER SATISFACTION KPI 

As with sales figures or production ratio, our customers have been able to bring new KPI to their dashboard. It can really be a simple YES/NO indicator or something more complex, as an aggregate of several  replies. This really depends on the business your are in. A retailer will limit his scope to a one-tap likert question. A delivery business will take the time to collect a few more data point. A service company will take the time of a deeper face-to-face interview.   

Antoine

Ps: Go try by yourself the customer satisfaction sample survey by using «satisfaction» as a survey code on Datafield mobile app (available here: http://app.lk/datafield)

How to select the best sample survey questions to measure customer satisfaction ? 

As all good maketing book will tell you: it’s much more important to keep your existing customer happy than to fight for new ones. 

In today’s crowded world, gaining a customer is hard. First you need to convince prospects to try out your service, then you need to have them paid for it. It requires a lot of work, and a bit of luck. Then, there’s happiness : you did successfully sold your product or service to your prospects. Now, what should be your next step ?  Most companies are doing the mistake of shifting their focus to next prospect. 

Instead, winning businesses are spending time keep existing customers happy. And ensuring that they will buy again from them. To do so, you need to rate how excellent is your customer satisfaction services ?

MEASURING CUSTOMER SATISFACTION AND ENGAGEMENT

Why is it so important to measure customer satisfaction  ? The key to this question is to know that less than 10% of customers complain when they are not satisfied. The good news is that you’ll get a chance to get feedback and perhaps correct your mistake for those customers. The bad news is that over 90% of those unhappy customers will probably quit you without mentioning it. 

image


Hence, whether you are a large industrial company or a small shop owner, you need to find a way to measure your customer satisfaction and to take action to improve it in case your rate if low or make it tremendous in case your rate is high. Plus, you’ll need to communicate properly about that. 

ASKING THE RIGHT QUESTIONS TO MEASURE CUSTOMER SATISFACTION

Here are some basic, yet seldomly applied, sample customer satisfaction survey questions. It’s not only about asking «Are you satisfied», It’s about assessing your value proposition:  

Some «closed end» question to measure properly customer satisfaction :

  • How convenient is our service to use ? Use a rating,  scale or likert question
  • How much value did we add to your day ? Could be simply answered by «not much», «somehow» or «a lot»
  • Will you recommend us ? or Will you use our service again ? These are powerfull YES/NO question
  • Our prices are cheaper, more expensive or similar to our competitors ?
  • Our quality is better, worse or similar to our competitors ?

If you are in a situation where you know your customers could take the time to provide tailor feedback, then you could give a shot to a non-mandatory open question: 

  • What do you think we should improve in our service?
  • How can we serve you better ?

image

SETTING CUSTOMER SATISFACTION KPI 

As with sales figures or production ratio, our customers have been able to bring new KPI to their dashboard. It can really be a simple YES/NO indicator or something more complex, as an aggregate of several  replies. This really depends on the business your are in. A retailer will limit his scope to a one-tap likert question. A delivery business will take the time to collect a few more data point. A service company will take the time of a deeper face-to-face interview.   

Antoine

Ps: Go try by yourself the customer satisfaction sample survey by using «satisfaction» as a survey code on Datafield mobile app (available here: http://app.lk/datafield)

How to select the best sample survey questions to measure customer satisfaction ? 

As all good maketing book will tell you: it’s much more important to keep your existing customer happy than to fight for new ones. 

In today’s crowded world, gaining a customer is hard. First you need to convince prospects to try out your service, then you need to have them paid for it. It requires a lot of work, and a bit of luck. Then, there’s happiness : you did successfully sold your product or service to your prospects. Now, what should be your next step ?  Most companies are doing the mistake of shifting their focus to next prospect. 

Instead, winning businesses are spending time keep existing customers happy. And ensuring that they will buy again from them. To do so, you need to rate how excellent is your customer satisfaction services ?

MEASURING CUSTOMER SATISFACTION AND ENGAGEMENT

Why is it so important to measure customer satisfaction  ? The key to this question is to know that less than 10% of customers complain when they are not satisfied. The good news is that you’ll get a chance to get feedback and perhaps correct your mistake for those customers. The bad news is that over 90% of those unhappy customers will probably quit you without mentioning it. 

image


Hence, whether you are a large industrial company or a small shop owner, you need to find a way to measure your customer satisfaction and to take action to improve it in case your rate if low or make it tremendous in case your rate is high. Plus, you’ll need to communicate properly about that. 

ASKING THE RIGHT QUESTIONS TO MEASURE CUSTOMER SATISFACTION

Here are some basic, yet seldomly applied, sample customer satisfaction survey questions. It’s not only about asking «Are you satisfied», It’s about assessing your value proposition:  

Some «closed end» question to measure properly customer satisfaction :

  • How convenient is our service to use ? Use a rating,  scale or likert question
  • How much value did we add to your day ? Could be simply answered by «not much», «somehow» or «a lot»
  • Will you recommend us ? or Will you use our service again ? These are powerfull YES/NO question
  • Our prices are cheaper, more expensive or similar to our competitors ?
  • Our quality is better, worse or similar to our competitors ?

If you are in a situation where you know your customers could take the time to provide tailor feedback, then you could give a shot to a non-mandatory open question: 

  • What do you think we should improve in our service?
  • How can we serve you better ?

image

SETTING CUSTOMER SATISFACTION KPI 

As with sales figures or production ratio, our customers have been able to bring new KPI to their dashboard. It can really be a simple YES/NO indicator or something more complex, as an aggregate of several  replies. This really depends on the business your are in. A retailer will limit his scope to a one-tap likert question. A delivery business will take the time to collect a few more data point. A service company will take the time of a deeper face-to-face interview.   

Antoine

Ps: Go try by yourself the customer satisfaction sample survey by using «satisfaction» as a survey code on Datafield mobile app (available here: http://app.lk/datafield)

How to select the best sample survey questions to measure customer satisfaction ? 

As all good maketing book will tell you: it’s much more important to keep your existing customer happy than to fight for new ones. 

In today’s crowded world, gaining a customer is hard. First you need to convince prospects to try out your service, then you need to have them paid for it. It requires a lot of work, and a bit of luck. Then, there’s happiness : you did successfully sold your product or service to your prospects. Now, what should be your next step ?  Most companies are doing the mistake of shifting their focus to next prospect. 

Instead, winning businesses are spending time keep existing customers happy. And ensuring that they will buy again from them. To do so, you need to rate how excellent is your customer satisfaction services ?

MEASURING CUSTOMER SATISFACTION AND ENGAGEMENT

Why is it so important to measure customer satisfaction  ? The key to this question is to know that less than 10% of customers complain when they are not satisfied. The good news is that you’ll get a chance to get feedback and perhaps correct your mistake for those customers. The bad news is that over 90% of those unhappy customers will probably quit you without mentioning it. 

image


Hence, whether you are a large industrial company or a small shop owner, you need to find a way to measure your customer satisfaction and to take action to improve it in case your rate if low or make it tremendous in case your rate is high. Plus, you’ll need to communicate properly about that. 

ASKING THE RIGHT QUESTIONS TO MEASURE CUSTOMER SATISFACTION

Here are some basic, yet seldomly applied, sample customer satisfaction survey questions. It’s not only about asking «Are you satisfied», It’s about assessing your value proposition:  

Some «closed end» question to measure properly customer satisfaction :

  • How convenient is our service to use ? Use a rating,  scale or likert question
  • How much value did we add to your day ? Could be simply answered by «not much», «somehow» or «a lot»
  • Will you recommend us ? or Will you use our service again ? These are powerfull YES/NO question
  • Our prices are cheaper, more expensive or similar to our competitors ?
  • Our quality is better, worse or similar to our competitors ?

If you are in a situation where you know your customers could take the time to provide tailor feedback, then you could give a shot to a non-mandatory open question: 

  • What do you think we should improve in our service?
  • How can we serve you better ?

image

SETTING CUSTOMER SATISFACTION KPI 

As with sales figures or production ratio, our customers have been able to bring new KPI to their dashboard. It can really be a simple YES/NO indicator or something more complex, as an aggregate of several  replies. This really depends on the business your are in. A retailer will limit his scope to a one-tap likert question. A delivery business will take the time to collect a few more data point. A service company will take the time of a deeper face-to-face interview.   

Antoine

Ps: Go try by yourself the customer satisfaction sample survey by using «satisfaction» as a survey code on Datafield mobile app (available here: http://app.lk/datafield)

How to select the best sample survey questions to measure customer satisfaction ? 

As all good maketing book will tell you: it’s much more important to keep your existing customer happy than to fight for new ones. 

In today’s crowded world, gaining a customer is hard. First you need to convince prospects to try out your service, then you need to have them paid for it. It requires a lot of work, and a bit of luck. Then, there’s happiness : you did successfully sold your product or service to your prospects. Now, what should be your next step ?  Most companies are doing the mistake of shifting their focus to next prospect. 

Instead, winning businesses are spending time keep existing customers happy. And ensuring that they will buy again from them. To do so, you need to rate how excellent is your customer satisfaction services ?

MEASURING CUSTOMER SATISFACTION AND ENGAGEMENT

Why is it so important to measure customer satisfaction  ? The key to this question is to know that less than 10% of customers complain when they are not satisfied. The good news is that you’ll get a chance to get feedback and perhaps correct your mistake for those customers. The bad news is that over 90% of those unhappy customers will probably quit you without mentioning it. 

image


Hence, whether you are a large industrial company or a small shop owner, you need to find a way to measure your customer satisfaction and to take action to improve it in case your rate if low or make it tremendous in case your rate is high. Plus, you’ll need to communicate properly about that. 

ASKING THE RIGHT QUESTIONS TO MEASURE CUSTOMER SATISFACTION

Here are some basic, yet seldomly applied, sample customer satisfaction survey questions. It’s not only about asking «Are you satisfied», It’s about assessing your value proposition:  

Some «closed end» question to measure properly customer satisfaction :

  • How convenient is our service to use ? Use a rating,  scale or likert question
  • How much value did we add to your day ? Could be simply answered by «not much», «somehow» or «a lot»
  • Will you recommend us ? or Will you use our service again ? These are powerfull YES/NO question
  • Our prices are cheaper, more expensive or similar to our competitors ?
  • Our quality is better, worse or similar to our competitors ?

If you are in a situation where you know your customers could take the time to provide tailor feedback, then you could give a shot to a non-mandatory open question: 

  • What do you think we should improve in our service?
  • How can we serve you better ?

image

SETTING CUSTOMER SATISFACTION KPI 

As with sales figures or production ratio, our customers have been able to bring new KPI to their dashboard. It can really be a simple YES/NO indicator or something more complex, as an aggregate of several  replies. This really depends on the business your are in. A retailer will limit his scope to a one-tap likert question. A delivery business will take the time to collect a few more data point. A service company will take the time of a deeper face-to-face interview.   

Antoine

Ps: Go try by yourself the customer satisfaction sample survey by using «satisfaction» as a survey code on Datafield mobile app (available here: http://app.lk/datafield)

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