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 2 days ago
Open Access BPO recently kicked off our new fitness programs with a sunset yoga session: https://buff.ly/3UMe81m

โ€Held on the newly launched scenic 7th-floor terrace of our Makati HQ, the session provided employees with a unique opportunity to unwind, de-stress, and connect with colleagues in a beautiful outdoor setting.

Our fitness program is set to resume this week with new Rope Flow and Zumba program.

----------
Learn more about our company culture and the many benefits we offer our employees by visiting our website today: https://buff.ly/44Rlllq

#WeSpeakYourLanguage
#OneForHealth #IdeaHubOABPO
#EmployeeEngagement #WellnessAtWork
#HealthyWorkplace #MindfulnessAtWork
Open Access BPO 2 days ago
Customers today expect more! ๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ ๐—ป๐—ฒ๐—ฒ๐—ฑ๐˜€, ๐—ฝ๐—ฟ๐—ผ๐—ฑ๐˜‚๐—ฐ๐˜๐˜€, ๐—ฎ๐—ป๐—ฑ ๐—ฐ๐—ผ๐—ป๐˜€๐˜‚๐—บ๐—ฒ๐—ฟ ๐˜๐—ฟ๐—ฒ๐—ป๐—ฑ๐˜€ ๐˜„๐—ถ๐—น๐—น ๐—ฎ๐—น๐˜„๐—ฎ๐˜†๐˜€ ๐—ฐ๐—ต๐—ฎ๐—ป๐—ด๐—ฒ, ๐—ฎ๐—ป๐—ฑ ๐˜€๐—ผ ๐˜€๐—ต๐—ผ๐˜‚๐—น๐—ฑ ๐˜†๐—ผ๐˜‚๐—ฟ ๐˜€๐˜๐—ฟ๐—ฎ๐˜๐—ฒ๐—ด๐—ถ๐—ฒ๐˜€, ๐˜๐—ผ๐—ผ๐—น๐˜€, ๐—ฎ๐—ป๐—ฑ ๐—ฎ๐—ฝ๐—ฝ๐—ฟ๐—ผ๐—ฎ๐—ฐ๐—ต.

Don't wait for your consumer base to grow or even wither before you update your #CustomerSupport strategy.

Here are 4 signs that your #CustomerService action plans need an upgrade: https://buff.ly/3QOCVAu

----------
Provide your customers with excellent #ConsumerExperience from one of today's trusted multilingual #CX experts: https://buff.ly/3wtloHp

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO 2 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—–๐—ผ๐—ป๐˜€๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜๐—ฒ๐˜€ ๐— ๐—ฎ๐—ป๐—ถ๐—น๐—ฎ ๐—ฆ๐—ถ๐˜๐—ฒ๐˜€ ๐—œ๐—ป๐˜๐—ผ ๐—–๐—ฒ๐—ป๐˜๐—ฟ๐—ฎ๐—น ๐—›๐˜‚๐—ฏ ๐—ณ๐—ผ๐—ฟ ๐—ฆ๐—ฒ๐—ฎ๐—บ๐—น๐—ฒ๐˜€๐˜€ ๐—ข๐—ฝ๐—ฒ๐—ฟ๐—ฎ๐˜๐—ถ๐—ผ๐—ป๐˜€ | https://buff.ly/4dRxqv0

Open Access BPO, a leading provider of outsourced business solutions, recently brought all its Manila operations under one roof. This consolidation into a central hub, in the Makati Business District, signifies a commitment to enhanced efficiency and service excellence.

By uniting their Manila workforce and expertise, the company aims to foster stronger collaboration and innovation, ultimately benefiting both their clients and employees. The state-of-the-art facilities boast modern technology and ergonomic workstations, creating an optimized environment for top-notch agent performance and seamless service delivery.

This consolidation marks a significant step forward for Open Access BPO, solidifying their position as a frontrunner in the #outsourcing industry.

#WeSpeakYourLanguage
Open Access BPO 3 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ฐ๐—ผ๐—บ๐—ฝ๐—น๐—ฒ๐˜๐—ฒ๐—ฑ ๐—ถ๐˜๐˜€ ๐—ผ๐—ฝ๐˜€ ๐—ฐ๐—ฒ๐—ป๐˜๐—ฟ๐—ฎ๐—น๐—ถ๐˜‡๐—ฎ๐˜๐—ถ๐—ผ๐—ป, ๐—ฐ๐—ผ๐—ป๐˜€๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜๐—ถ๐—ป๐—ด ๐—ถ๐˜๐˜€ ๐— ๐—ฎ๐—ป๐—ถ๐—น๐—ฎ ๐˜€๐—ถ๐˜๐—ฒ๐˜€ ๐—ถ๐—ป๐˜๐—ผ ๐—ฎ ๐—ฐ๐—ฒ๐—ป๐˜๐—ฟ๐—ฎ๐—น ๐—ต๐˜‚๐—ฏ ๐—ถ๐—ป ๐— ๐—ฎ๐—ธ๐—ฎ๐˜๐—ถ ๐—–๐—ถ๐˜๐˜† | https://buff.ly/3K37xur

The strategic move allows for enhanced communication, streamlined collaboration, and a more cohesive company culture.

The newly unified office space, located in Robinsons Summit Center, boasts a state-of-the-art operations floor designed to optimize agent performance and client service delivery.

#WeSpeakYourLanguage
Open Access BPO 3 days ago
A branded #CustomerExperience provides your customers with a unique and consistent interaction across various touchpoints. It reflects your brand's values, personality, and promises.

Building a branded #CustomerService strategy can differentiate your business from competitors and help you build stronger relationships with your customers.

Here's how you can develop a branded customer service strategy: https://buff.ly/3V0O0RA

----------
Outsource #CustomerDelight to a reliable #BPO without losing your #BrandIdentity: https://buff.ly/3UZGR3Q

#WeSpeakYourLanguage
#CustomerSupport #branding
#CX #CustomerSatisfaction
Open Access BPO 4 days ago
๐—ฌ๐—ผ๐˜‚๐—ฟ ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€ ๐—ถ๐˜€ ๐—ป๐—ผ๐˜๐—ต๐—ถ๐—ป๐—ด ๐˜„๐—ถ๐˜๐—ต๐—ผ๐˜‚๐˜ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€, ๐˜€๐—ผ ๐˜„๐—ต๐˜† ๐—ฑ๐—ผ๐—ป'๐˜ ๐˜†๐—ผ๐˜‚ ๐—ด๐—ถ๐˜ƒ๐—ฒ ๐˜๐—ต๐—ฒ๐—บ ๐—ฎ ๐—ฐ๐—ต๐—ฎ๐—ป๐—ฐ๐—ฒ ๐˜๐—ผ ๐˜€๐—ฝ๐—ฒ๐—ฎ๐—ธ ๐˜‚๐—ฝ?

Build a conversation-driven platform to boost #CustomerEngagement.

Here are some tips to generate feedback and enhance your business strategy, boost engagement, and transform the #CustomerExperience: https://buff.ly/3UydzIk

----------
Ensure your customer are always be heard by partnering with a dedicated #outsourcing partner: https://buff.ly/3R7J635

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO