Customer feedback is an integral part of your business. You can use it to improve your offerings and ultimately delight your customers. Customer survey questions are a direct way to collect such constructive feedback.
But first, you need to create effective customer survey questions to generate this type of data. Here are some powerful customer survey questions you can ask that will help you generate the information you need to improve your business:
Customer Survey Questions
1. How was your shopping experience?
This customer feedback question helps you determine how to improve in the area of customer experience. One possible reason for a drop in your sales could be that the purchasing process is confusing, making it difficult to buy and turning potential customers away.
Remember, your goal is to make your customer’s overall shopping experience more user-friendly. Your customer should have a great experience with every interaction with your company.
Here is an example of customer feedback from a good survey from an online grocery store, country email list Ecosci. The company also makes it easy to answer the questions. All customers need to do is choose a rating for each shopping experience-related question they are asked:
You can also ask for additional information, such as your customer's gender, age, and income level, to give you the data you need to create a buyer persona . A buyer persona is useful when your business is crafting targeted content or creating marketing campaigns. It's a way to kill two birds with one stone.
It can be difficult to ask customers why they don't buy your product/service. After all, your customers are busy. They don't like answering long surveys. But you can follow Ecosci's steps and simplify your customer survey.
Also, make it clear to them that their responses will be used to improve the purchasing process. Once they see that taking the survey can benefit them in the long run, they are more likely to respond.
2. What was the biggest challenge in the purchasing process?
Companies, whether large SaaS companies or startups, can use surveys to determine challenges in their customers’ purchasing process. That should be your answer to the first question above if your customers respond that they were not satisfied with their purchasing experience.
When you ask about your customers' purchasing process challenges, you can identify which parts of the customer journey need to change.
Here is a sample survey from Geico. To make the survey easier to answer, the company made sure to include a few options where customers might face challenges:
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Geico also provides customers with an empty field where they can provide additional information. However, filling out this field is optional. That just goes to show that Geico recognizes that its customers have busy schedules.
You would need to send out these types of survey questions regularly in customer satisfaction surveys to different groups of customers. You can use a style guide to keep your customer surveys consistent.
3. Are you satisfied with the product?
In order for existing customers to become loyal, they must be satisfied with the product. Even if you think you have done everything possible to create a good product, you should still ask your customers for feedback. What you think is a great product, after all, may not be so great for them.
Skype conducts this survey to help gather customer feedback on its product.
