So, you’ve decided it’s time to collect some data. You want to know just how happy your customers are.
The best way to find out is with a customer satisfaction survey.
It helps you learn how satisfied your customers are while finding ways to improve your products or services. And, finally, it helps you identify people who love your products and might be your brand ambassadors.
But, where do you start?
It can be confusing trying to decide the best questions to ask. In this article, we’re going to help you.
Here are the three best questions to ask in a customer satisfaction survey.
#1: What is your biggest challenge in ___?
Depending on your business, you can fill in the blank at the end of this question.
Your goal is find out what the biggest problem your customers are facing as it pertains to your company, services or products.
When you find out what their challenges are, you can meet them head on and help them solve their unique issues.
Hopefully, once you start receiving responses, you’ll see some common threads so you can create actionable solutions.
Here are some example questions you might ask:
- What is your biggest challenge in speaking to our customer service staff?
- What is your biggest challenge in using our services?
- What is your biggest challenge in using our products?
#2: What would you most like us to know about ___?
This is a great open question that lets your customers know you really care about their opinion. You’ll find that you gather some very useful information through this question.
It can be tricky to elicit the right answers from this question. So you will need to direct your customers a bit. You might limit the number of characters they can use in the text box or give them a few choices so you can narrow their answers.
#3: How would you describe us to a friend?
Wouldn’t you like to know what terminology your customers use to describe your business, products and services?
With this open-ended question, you’re sure to gain a great deal of insight. You can use the answers to this question to position your company and fine-tune your marketing strategy.
This question also provides good verbiage for testimonials and reviews on your website. Please just make sure you have permission to use them.
Through this question, you can also pick up on any negativity and make plans to change it.
For those of you still on the fence about sending out a customer satisfaction survey, we’re going to leave you with a few reasons why you should think about sending a survey at least once a year.
You can find out if your customers have had any problems with your company and your products or services. Some of your customers won’t complain, so a survey is a great way for them to respond anonymously.
Customer satisfaction surveys can shed light on the performance of your staff. You’ll learn how they respond to your customers.
Finally, the last two important parts of conducting a customer satisfaction survey are compiling the data and actually doing something with it. Don’t let the data sit on a shelf. Act on it to improve your business and your customers’ happiness.
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