When designing a customer experience survey, it's important to include questions that will provide insights into how customers perceive your brand, product, or service.
At Survicate, we've designed our customer experience survey template to include questions that help businesses better understand their customers' experiences.
Our template consists of the following questions:
How easy or difficult was it to accomplish the task with [product name]?
This question helps businesses stay on top of the performance of the key features and identify areas that need improvement before they cause churn.
In the past 6 months, have you felt disappointed with us?
This question helps businesses understand if customers have had negative experiences with the brand in recent months. This can help companies to identify areas where they need to improve to retain customers.
How likely are you to recommend [product name] to someone like you?
The question helps businesses understand how likely customers are to recommend their product to others. This can help businesses gauge the health of their business and assess customers' loyalty. Together with a product-market fit question, the Net Promoter Score is a sound predictor of growth.
All of these questions are followed up with open-ended questions investigating the details. Open-ended questions allow respondents to provide more detailed feedback in their own words, which can provide valuable insights into specific pain points or areas of opportunity.
In addition to these questions, here are three other sample customer experience survey questions that you can include in their survey templates:
How satisfied are you with the level of customer service you received?
Asking about customer service satisfaction can help businesses identify areas where they need to improve their support processes or training.
How frequently do you use [product name]?
This question helps businesses understand how often customers are using their product, which can provide insights into usage patterns and opportunities for upselling or cross-selling.
How likely are you to continue using [product name] in the future?
This question helps businesses understand if customers are likely to continue using their product or if there are any factors that may cause them to switch to a competitor. This can help businesses identify areas where they need to improve to retain customers.
By including a combination of closed-ended and open-ended questions, businesses can gain valuable insights into their customers' experiences, identify areas of improvement, and make changes that improve customer satisfaction and loyalty.
At Survicate, customer experience is key to building a successful business. We're dedicated to providing tools that help companies gather the insights they need to create exceptional customer experiences.
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