4 Questions that should be part of every customer satisfaction survey

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
Open Access BPO5 hours ago
China is the second-largest consumer market in the world. However, its strict business protocols make it difficult for many foreign brands to establish a local presence in the region. Open Access BPO ๐—ซ๐—ถ๐—ฎ๐—บ๐—ฒ๐—ป enables businesses to penetrate and thrive in the billion-strong Chinese global market.

Open Access BPO's expanding campus in Xiamen offers #CustomerSupport in Chinese dialects including Mandarin, Hokkien, and Cantonese.

๐—ฃ๐—ฒ๐—ป๐—ฒ๐˜๐—ฟ๐—ฎ๐˜๐—ฒ ๐˜๐—ต๐—ฒ ๐—–๐—ต๐—ถ๐—ป๐—ฒ๐˜€๐—ฒ ๐—บ๐—ฎ๐—ฟ๐—ธ๐—ฒ๐˜ ๐—ฎ๐—ป๐—ฑ ๐—ฒ๐—ป๐—ต๐—ฎ๐—ป๐—ฐ๐—ฒ ๐—ฐ๐—น๐—ถ๐—ฒ๐—ป๐˜-๐—ฐ๐—ผ๐—ป๐˜€๐˜‚๐—บ๐—ฒ๐—ฟ ๐—ฟ๐—ฒ๐—น๐—ฎ๐˜๐—ถ๐—ผ๐—ป๐˜€๐—ต๐—ถ๐—ฝ๐˜€: https://buff.ly/3WVldvs

----------
๐—˜๐˜…๐—ฝ๐—น๐—ผ๐—ฟ๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข
โ€ข Our Solutions: https://buff.ly/3XOmOEt
โ€ข Our Other Locations: https://buff.ly/3XRmtRt

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO8 hours ago
Open Access BPO's standard recruitment is a seamless process, from job announcement to contract signing.

Here are some of our recruitment best practices: https://buff.ly/3HkhKRs

---------
We hyper-customizable solutions that fit your needsโ€”from staff to its everyday ops: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO1 day ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#๐——๐—ฎ๐˜๐—ฎ๐—ฃ๐—ฟ๐—ถ๐˜ƒ๐—ฎ๐—ฐ๐˜†๐—ช๐—ฒ๐—ฒ๐—ธ aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO