Best Customer Experience Survey Questions To Boost Sales
How a customer feels about their interaction with your business directly affects how successful your business is. A positive customer experience leads to higher customer satisfaction, loyalty, and sales. Conversely, poor customer experience damages customer retention and your reputation. In fact, 67% of consumers said poor customer service was the reason they wouldn’t purchase from a company.
This highlights the need for businesses to gather and act on customer feedback to protect their brand reputation, boost sales, and ensure customer loyalty. After all, happy customers tend to buy more often, spend more, and tell more people about you.
ScoreApp makes it easy for businesses to gather this data so you can identify and solve sticking points in your sales funnel and turn dissatisfied customers into loyal buyers.
In this blog post, we’ll look at the most effective customer experience survey questions to improve your sales strategy and show you how to incorporate them into your ScoreApp surveys.
Best customer experience survey questions to ask
So now that we can see that customer feedback can boost brand loyalty, create more sales, and increase the likelihood of customers making repeat purchases, we need to know how to collect it effectively.
Let’s take a look at some of the best customer experience survey questions for improving sales.
1. How satisfied are you with your recent experience?
This question is designed to give you a high-level overview of how customers feel about your brand and how this is changing over time. While it doesn’t provide the details, it’s a great starting point to establish the general impression customers have of your brand.
You can use this type of question to track customer satisfaction over time. Whether your results are trending up or down you can use it to boost sales by:
- Pinpointing and addressing problem areas
- Assessing how customers are responding to changes you’ve made.
2. What was the main reason for your score?
This open-ended question begins to fill in some of the details, providing you with deeper insights into customer opinions. While the first question gave you the ‘what’, this question answers the ‘why’.
The open-ended nature of this question is key, as it offers you an opportunity to uncover factors that matter to customers which you may not have considered.
You can use the qualitative responses to adjust your sales approach or improve service quality, leaning into the things your customers appreciate and minimizing any aspects causing them frustration.
3. How easy was it to complete your purchase?
The answers to this question will highlight any issues with your checkout process which are leading to customers giving up on their purchases—and your business losing sales. If the customer has reached this point, it’s unlikely the product is preventing them from purchasing, but rather the process.
Passing on this data to your website team allows your developers to make small changes which may have a huge impact on your bottom line. By optimizing your website and simplifying your payment methods, you can remove the friction points that are costing you sales.
4. Did you find all the information you needed before purchasing?
This data will highlight any gaps in your content which are affecting whether potential customers are converting into sales. Customers who feel like they’re lacking key information may be more hesitant to buy.
If you discover that customers don’t feel they have all the information they need, your content writing team can improve your product descriptions and FAQs, and produce educational content.
You may also want to develop a chatbot support feature, which can pull information from your website and content library to directly answer customer questions.
5. Would you recommend us to a friend or colleague?
The net promoter score (NPS) indicates how likely your customers are to be brand advocates. On the flip side, it also determines detractors who may be having a negative impact on your sales figures.
Understanding your NPS can help you boost sales in two key ways:
1. Identify promoters and encourage them to refer others to you.
2. Identify detractors and address their issues so that they no longer pose a risk to your brand’s reputation.
6. What could we do to improve your experience?
This question is absolute gold, as it allows customers to tell you what they want in their own words. This means you no longer need to try and read your customers’ minds but instead make data-driven decisions.
You can boost sales by prioritizing and implementing changes based on customer feedback. This results in customers feeling understood, and these improvements are likely to have a significant impact on how customers perceive your brand.
7. How likely are you to make another purchase from us?
The cost of retaining customers is significantly cheaper than acquiring new clients, with the cost of a new customer being more than seven times than the cost of retaining an old one. The reality is that repeat business is essential for long-term profitability.
By asking this question, you’ll find out whether customers are likely to purchase from you again. If you spot any hesitancy, you can boost sales by introducing loyalty programs or exclusive offers for repeat customers.
8. What stopped you from making a purchase today?
This question will tell you why customers ultimately didn’t complete their purchase today. This question is best with multiple-choice answers, as it allows users to respond quickly and gives you useful quantitative data.
With this knowledge, you can adjust your pricing, customer support service, or checkout flow, depending on which factor is costing you most sales. Solving these issues will remove barriers to customers who are ready to buy.
9. Did our customer service team meet your expectations?
This question focuses on how customers perceive the service you give them. And it matters: 96% of customers say that customer service is important in their choice of loyalty to a brand. The reality is that poor customer service will drive customers away, while great customer service will boost your retention rate.
By pinpointing areas of weakness, you can create training for your team which targets these issues, increasing sales. These responses will also highlight if you need to reduce response times or provide a more personalized experience for customers.
10. What is one thing we could do to make your experience better?
Our customers are our single greatest source of knowledge. More often than not, they have specific ideas on how to improve businesses which business owners have become blind to.
Implementing these ideas, even if they seem minor, can have a significant impact on your sales and show your customers you’re listening and valuing them.
How to collect and analyze customer experience data
While it’s clear that customer experience data can offer actionable data for boosting sales, it can feel daunting. To collect and analyze customer experience data effectively, it’s important to consider the factors below.
Choose the right format
Decide between multiple-choice, rating scales, or open-ended questions based on your customers’ needs and the data you’re looking to gather. Open-ended questions are great for uncovering factors you may not have considered, while rating scales and multiple-choice questions can give you clear, quantitative data.
Segment responses
ScoreApp’s analytics will categorize feedback into actionable insights you can understand at a glance.
Follow up with personalized offers
You can strengthen customer relationships by engaging with respondents and offering them discounts, recommendations, or exclusive content based on their answers and needs.
Track trends over time
With all your data in one place, ScoreApp will show you how customer experience is impacting on your sales and retention rates.
How ScoreApp makes customer experience surveys easy
ScoreApp helps busy business owners collect customer feedback and analyze it quickly so they can implement changes right away. It’s why ScoreApp’s key features include:
- customizable survey templates that align with your business goals
- automated follow-ups to engage customers based on their responses
- detailed analytics to track satisfaction trends and revenue impact
- seamless integration with CRM tools and email marketing platforms.
Asking the right customer experience survey questions can uncover valuable insights for boosting your sales. By examining each stage of the sales funnel, you can identify customer pain points and address them.
ScoreApp gives you the tools to create, distribute, and analyze customer experience surveys without causing you stress, time, and money. Try ScoreApp for free today and start collecting insights that will fuel your business growth.
