They reveal how satisfied users are, what you can do to improve their experience, etc. Turning collected insights into changes on your website will lead to better user experience and higher conversion rates. Similar to other surveys, one of the crucial factors for a successful website satisfaction survey is asking the right questions at the right moment.
5 most popular website satisfaction survey questions
1. Did you accomplish the goal of your visit?
Visitors are only satisfied when they accomplish their goals. The goals can be completely different than yours – your goal is to convert visitors into leads or buyers.
But people who visit your website might be more interested in reading content on your blog or just checking what exactly you offer to be able to compare you against the competition.
TIP: Ask this question in an exit survey.
2. How likely are you to recommend us to your friend or colleague?
NPS is usually used to track customer satisfaction but you can use it to keep track of website visitors’ satisfaction as well. The most interesting is tracking changes in scores over time – they show you whether you’re going in the right direction or not.
3. What can we do to improve your experience?
Also, don’t forget to ask a follow-up question ‘What are the reasons for your grade?’. You’ll find out what causes problems and what visitors like the most.
Don’t just guess what to do to improve the experience of your visitors. Instead, collect their ideas and consider implementing those popular ones.
4. What do you like the most about visiting our website?
It’s a very similar question to the one from a set of website redesign survey but the difference is important – you ask about the whole experience of visiting your website, not just the website itself. What is the difference?
The website experience is more than just browsing your website – it can be also talking to your support team, the frequency of updates, etc. All factors like those contribute to users’ satisfaction with visiting your website.
TIP: Ask this satisfaction question returning visitors.
5. Are you going to return to our website?
And a follow-up question ‘Why?’.
Satisfied users often want to return to the website – they find it interesting and useful. You can limit targeting to users who did not convert.
If users who exit the website without completing the purchase say they will return it’s less to be worried about. What can be most interesting are the answers of users who answer ‘No’ to the first question. Analyzing them can show you what to change to improve users’ satisfaction.
TIP: Ask this website satisfaction survey question in an exit survey.
Using the right survey tool. Survicate is one of the most versatile solutions on the market with absolutely free plan and over 50+ ready-to-use FREE survey templates that help got you covered in dozens of other use-cases:
NPS (Net Promoter Score) – Ask how likely customers are to recommend you. Predict repurchases and referrals.
CSAT (Customer Satisfaction Score) – Establish if customers are happy with your product or service.
CES (Customer Effort Score) – Measure if doing business with your company is as easy as pie.
Website Experience – Get people to rate your website’s usability, then make the right improvements!
User Experience – Ensure your users are happy with the experience they get.
Brand Awareness – Validate your product position on the market.
Churn Reason – Reduce churn by collecting insight on why your customers cancel their accounts.
Product-Market Fit – Discover what’s the key benefits people get from your product. Build products people love.
Exit Intent – Uncover why visitors leave your website or product. Remove the obstacles to reduce lost leads.
Reader Interest – Get new content ideas. Find out what your audience would like to read about next.
Buyer Personas Research – Learn more about your leads and customers so you can sell to them more effectively.
Content Rating – Establish if your audience enjoys your content, and what you can do to make it better.
How Did You Hear About Us – Find out where your clients first came from and which channels are worth investing resources in.
Likert Scale – Let your audience rate the different aspects of your business with just one question.
There is no place for sentiment here – as long as it is not an overall customer sentiment that could be measured using surveys. One of the most effective methods of collecting customer feedback that helps thousands of companies improve the satisfaction of their customers’ experience and boost business.
It’s amazing how many customers are responding to our surveys. For every dollar we spend on a Survicate subscription, we generate about $25 in additional revenue.
– Michael / Head of Marketing at Looka. Read the full Looka case study.
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