Customer Satisfaction Survey Questions To Ask (With Templates)
Customer satisfaction surveys are essential for business growth. By asking the right questions, you can build a stronger relationship with your customers, address their frustrations, and collect meaningful insights for shaping the future of your company.
Gartner’s research confirmed this, estimating that 80% of growing companies use customer surveys to analyze customer experience. But customer satisfaction surveys also have the potential to irritate customers, especially if you repeatedly ask for information. As a result, it’s important to choose the right survey format to ensure as high a response rate as possible.
That’s where ScoreApp comes in. ScoreApp’s templates give you examples of customer satisfaction questions which allow you to collect data quickly, easily, and effectively, for actionable insights into what your customers really want.
In this blog post, we’ll take you through some of the best customer survey questions to ask and explore how ScoreApp can simplify this process.
Best customer satisfaction survey questions (and why they work)
A great customer satisfaction survey requires a number of factors to come together. It’s important to consider:
- Your survey goals
- How you send the survey
- Who you send the survey to
- When you send the survey
- Your goals for the survey.
However, perhaps the most important aspect to think about is what questions you’re going to ask since biased questions, too many questions, or ambiguous questions can cause your response rate to plummet.
So, let’s look at some examples of the customer satisfaction questions to include in your survey:
1. Overall satisfaction questions
Example question: “How satisfied are you with your experience with [company]?”
Why it works: This high-level question sets the baseline for measuring overall satisfaction. It gives you an overview of your customers’ general feeling.
Alternative questions:
- “On a scale of 1 to 10, how would you rate your overall satisfaction with the [goods/service] you received?”
- “Please rate your satisfaction with [product name], with 1 being not at all satisfied and 5 being highly satisfied?”
- “Did our product meet your expectations?”
In these examples, the first two questions give you quantitative data, making it more measurable, whereas the third question lets you collect qualitative data and explore the reasons behind the answer.
How can I use this in my business? The Level Up ScoreApp template allows respondents to assess how their mindset grows and the areas they’re less satisfied with, for you to then offer personalized solutions.
2. Net Promoter Score (NPS) questions
Example question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
Why it works: The point of this question is to measure brand loyalty and help segment your customers into promoters, passives, and detractors. With this data, you can see target areas to improve and which customers are most likely to recommend you.
How it works: An NPS score = % of promoters – % of detractors. This gives you a number between +100 and -100, which you can use as a measurable benchmark.
How can I use this in my business? The question “On a scale of 1 to 10, how comfortable do you currently feel in your home?” in the Home Wellness survey template is a great example of an NPS question as it gives you an overview and lets you see which customers are ready to make a change.
3. Product/service experience questions
Example question: “How well does [product/service] meet your needs?”
Why it works: This question helps you get a little bit more specific and pinpoints the areas to improve in that product or service.
Alternative questions:
- “What issues or challenges have you experienced with our product?”
- “What is your favourite thing about [service]?”
How can I use this in my business? The Job Satisfaction Level template on ScoreApp is a great place to start, with a sliding scale question followed by an open-text question.
4. Customer support experience questions
Example question: “How satisfied are you with the support you received?”
Why it works: This type of question lets you examine the customer journey and the level of service your customers are experiencing. The responses to this question will show you the areas to focus your customer service training on.
Alternative questions:
- “Did you have any questions our team couldn’t answer?”
- “Based on your experience with [company], how likely are you to purchase from us again?”
How can I use this in my business? The ASK Feedback survey helps you gather feedback and segment customers.
5. Ease of use survey questions
Example question: “How easy was it to use our website?”
Why it works: This simple and direct question allows you to find out any usability barriers which are preventing potential customers from purchasing from you. By removing friction in the customer journey, you can maximize your sales conversions.
Alternative questions:
- “On a scale of 1 to 5, how easy (1) or difficult (5) was it to use our product?”
How can I use this in my business? The Job Satisfaction Level survey in ScoreApp shows how you can effectively use yes and no questions to create a final percentage score. You could use this to establish how easy people find the process.
6. Purchase experience questions
Example question: “How satisfied were you with the checkout and payment process?”
Why it works: This is one of the most crucial questions to avoid a sale falling through due to an issue with your payment process. If you run an e-commerce or SaaS business, this question will help you optimize the buying experience.
Alternative questions:
- “Have you ever abandoned a purchase due to payment issues?”
- “How secure do you feel making payments on our website?”
The Sustainability in Business template lets you track the customer journey and target areas to work on.
7. Customer expectations versus reality survey questions
Example question: “Did our product/service meet your expectations?”
Why it works: This data will help you spot any disparities between what your customers expect versus what you’re offering. You can increase your customer retention by addressing these issues.
Alternative questions:
- “What aspects of our product/service surprised you the most (positively or negatively)?”
How can I use this in my business? The ASK Deep Dive Survey allows you to gather data, segment your audience, and develop target marketing strategies to align and meet expectations.
8. Questions to identify pain points and frustrations
Example question: “What challenges did you face when using our product/service?”
Why it works: The responses to this question will help you spot areas where you can improve and innovate.
Alternative questions:
- “Have you ever considered switching to a competitor due to frustrations with our product/service?”
- “On a scale of 1 to 5, how easy is it to use our product/service?”
How can I use this in my business? The Small Business Fast-Growth Marketing Review helps you assess what’s working and the areas that are holding you back from growing.
9. Customer loyalty and retention
Example question: “What would make you stay with us longer?”
Why it works: This data will give you insight into the reasons customers either stay with you or leave. You can then use this to make decisions to reduce your churn and boost your retention rates.
Alternative questions:
- “How long have you been using our product?”
- “What would make you stop using our service?”
How can I use this in my business? The Happy at Work template allows you to gather data anonymously and identify areas to improve.
10. Open-ended feedback questions
Example question: “Is there anything else you’d like to share about your experience?”
Why it works: This open-ended question gives customers an opportunity to mention any points that structured questions may not cover.
Alternative questions:
- “Would you recommend us to others? Why or why not?”
- “What’s one thing we could do to make your experience even better?”
How can I use this in my business? The ASK feedback survey can be used to gain new insights and includes open-ended questions, giving space for customers to leave their thoughts unprompted.
How to get the most from customer satisfaction surveys
To get the most from your customer satisfaction survey questions, it’s important to:
- Segment respondents. Tailor your questions to new customers versus returning customers to focus on why customers first purchase from you and why they continue to buy from you.
- Optimize timing. Send surveys after key customer interactions, such as post-purchase, or after they’ve interacted with customer support.
- Use incentives wisely. You can offer discounts, free trials, or giveaways to encourage participation and maximize your response rate.
- Use ScoreApp’s analytics. You can view in-depth data at a glance and generate reports to give you essential audience insights.
How ScoreApp helps businesses run better customer satisfaction surveys
Using ScoreApp to run your customer satisfaction surveys saves you time and ensures useful insights due to:
- Easy-to-use survey templates for quick setup
- Automated follow-ups based on responses
- Data insights to track trends and improvements
- CRM integrations to streamline customer feedback management.
Start collecting better feedback today with ScoreApp
When you’re spending time and resources collecting feedback, it’s important to ask the right survey questions to improve customer experience, retention, and sales. ScoreApp makes designing, sharing, and analyzing customer satisfaction surveys easy, and gives you important insights your customers will appreciate.
Try ScoreApp to create your survey for free. Use one of the pre-made templates to create yours in just a few clicks.
