The main Customer Satisfaction survey question goes as follows:
“How satisfied are you with our company’s products/services?”
The respondents have to pick a score from 1 (completely unsatisfied) to 5 (very satisfied).
However, your Customer Satisfaction survey should always include additional, free-answer questions. They will help you identify the why-and-how behind your customers’ feelings and discover the weakest links in your business.
So, what else do you ask in a Customer Satisfaction survey? That’s up to you and the type of insights you’d like to collect. Just remember to keep your questions topically relevant and appropriate. For example, there’s no point in asking your unhappy customers about their favorite parts of your product—chances are, they’re not in the mood to give you compliments.
With survey skip logic in Surivcate, you’ll easily design different conversation paths. Play with the CSAT template above to see how it works!
Here are a few sample Customer Satisfaction survey questions:
- What is the reason for your score?
- What can we do to improve your score?
- What’s the one thing you would change about our product/service?
- What do you like most/least about our product/service?
- What kind of problems does our product/service help you solve?
- Does our product feature do you use the most often/find the most valuable?
- Why did you choose our company over the competition?
- What would be one word you’d use to describe us and why?
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