4 Questions that should be part of every customer satisfaction survey

Alistair Roque Published on July 29, 2015

smiling-redhead-employee-in-glasses-using-a-tablet-surrounded-by-postits-wht-questions-marks
A customer satisfaction survey is a timeless tool that guides businesses in identifying components of the customer experience that may need to be improved. Gathering customer feedback and taking responsible actions based on survey responses are some of the most commonly shared practices among brands that excel in customer service.

Soliciting feedback from customers is a great way to become better. It s also a reliable method of knowing your brand s competitive advantage. In order to extract useful responses, however, you need to ask the right questions. Otherwise, all you will be getting are vague responses that you can t use to identify specific areas for improvement.

Here are four questions related to customer satisfaction that you should never miss when conducting a customer survey:

 

1. What made you decide to buy from us?

woman-in-glasses-in-front-of-laptop-staring-at-credit-card

Every purchasing decision has an underlying influencer. This question lets you know the priorities of your customers when making this decision. Your task is to know what exact factors can convince your customers to do business with you mostly for marketing purposes. It lets you evaluate how effective your advertisements and lead generation processes are in sending an actionable message.

 

2. Compared to other brands, what’s the one thing that we do best?

woman-with-short-hair-holding-up-a-blue-ribbon

The only way to win a tight competition is by standing out. This question will give you insights on how to differentiate your brand from the rest. Branding is all about knowing what people value the most about what you do. Knowing why customers chose you over other similar brands can let you improve your core marketing message. This question may not always get an answer especially when asking first-time shoppers but in time, you will be able to hear about similar experiences shared by your customers.

 

3. What can we do to improve your buying experience?

man-wearing-headphones-carrying-computer-parts-boxes

You may have an idea about how a perfect buying experience looks like, but your customers may have a different opinion. Understanding your customers’ demands will let you create innovation that’s reflective of what your market truly wants. This question can be divided further into more specific areas (e.g., friendliness of staff, quality of products, pricing, etc.), so that you can gather enough suggestions for every aspect of your business.

 

4. Will you refer us to other people?

male-storekeeper-introducing-winde-recommendation-to-female-customer

The only thing that can be more fulfilling than knowing your customers are highly satisfied is being told that they are willing to promote your brand. This question can be your ultimate customer satisfaction test. You can dig deeper by asking people who answered “yes” as to why they’re willing to recommend your products or services to their families and friends. The responses to this item will also let you know how many people are hesitant about advocating for your brand and what exact reasons are preventing them from doing so.

Customer surveys are made not only to serve as yardsticks of satisfaction, but to make sure your customers will get what they truly want. Although the process of market analysis doesn t end with asking these questions, at least you are starting it right by choosing the most appropriate questions for your survey.

Join us on facebook
Open Access BPO 19 hours ago
Your team embodies your brand to customers, from representing your values to delivering a top-notch experience.

That's why hiring those who match your brand's promise is a must. Otherwise, their inadequacies will misrepresent you as an unreliable company.

𝐇𝐞𝐫𝐞'𝐬 𝐡𝐨𝐰 𝐫𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐚𝐟𝐟𝐞𝐜𝐭𝐬 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞:
https://buff.ly/3TSCwPJ

----------
Outsourcing with us today and get a team of dedicated experts for your business needs.
We develop programs from the ground up to ensure each process and solution matches with your brand’s needs and deeply addresses your customers' demands.

Contact us today and let our program developers know what your goals are, and we’ll help you get there: https://buff.ly/499VtSb

#WeSpeakYourLanguage
#CustomerSupport #CallCenters
#CX #oustourcing #recruitment
Open Access BPO 20 hours ago
Unresolved #CustomerService issues cause repeat complaints, which can have severe consequences like:
• customer dissatisfaction;
• loss of sales opportunities;
• increase in #CX expenses; and
• a blow to your brand reputation.

Minimize repeat complaints and elevate #CustomerSatisfaction and loyalty with these invaluable #CustomerExperience tips:
https://buff.ly/4962400

----------
Heighten CX by partnering with the right industry expert: https://buff.ly/3Tx9aoC

#WeSpeakYourLanguage
#CSat #CustomerSupport
Open Access BPO 5 days ago
No matter how popular your brand is, losing customers is something you can't avoid.

But instead of panicking and worrying incessantly when your customers start leaving, face the situation with an open mind and learn: https://buff.ly/490iW8d

----------
Prevent customer churn with our smart #CustomerExperience solutions: https://buff.ly/3TK5Jfl

#WeSpeakYourLanguage
#CustomerSatisfaction #CSat #CX
Open Access BPO 5 days ago
#𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐢𝐬 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐣𝐮𝐬𝐭 𝐚 𝐧𝐢𝐜𝐞-𝐭𝐨-𝐡𝐚𝐯𝐞; 𝐢𝐭'𝐬 𝐚 𝐦𝐮𝐬𝐭-𝐡𝐚𝐯𝐞.
Happy customers become loyal customers, and they're more likely to spread the good word about your brand.

But if you want to keep your customers happy, you need to avoid these cardinal sins: https://buff.ly/3x8omB6

---------
Let's start building a #CustomerService program that addresses your needs head-on: https://buff.ly/3TLqV4U

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO 6 days ago
Traditional #CallCenters focus on handling calls quickly. But what if the secret to true efficiency lies in a surprising place: fun?

𝗛𝗲𝗿𝗲'𝘀 𝘄𝗵𝘆 𝗰𝗮𝗹𝗹 𝗰𝗲𝗻𝘁𝗲𝗿𝘀 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝗺𝗮𝗶𝗻𝘁𝗮𝗶𝗻𝗶𝗻𝗴 𝗮 𝗳𝘂𝗻 𝘄𝗼𝗿𝗸 𝗲𝗻𝘃𝗶𝗿𝗼𝗻𝗺𝗲𝗻𝘁: https://buff.ly/43pSvYq

----------
Open Access BPO's #CX teams thrive in a positive work environment, fueled by our #EmployeeEngagement activities that boost morale and #productivity.
That means happier employees delivering exceptional results for our clients.

Contact us today so we can start building your team: https://buff.ly/3vb2TXA

#WeSpeakYourLanguage
#OABPOonHappinessDay #CustomerService
#InternationalDayOfHappiness #HappinessDay
#WorldHappinessDay #CustomerExperience
Open Access BPO 7 days ago
Emails from brands should have a professional yet relaxed vibe for customers to entertain them.

How can your brand nail this tone? Follow these tips: https://buff.ly/3x3dfcv

----------
Let's create a program hyper-customized for your brand's goals, needs, budget, and customer demands: https://buff.ly/3x1cDUM

#WeSpeakYourLanguage
#CustomerService #CX
Open Access BPO