Customer Satisfaction Survey Questions
Healthy organizations care about their customers. And customer research can help you understand and serve those customers better as their needs evolve.
Interviews allow you to ask open-ended questions and dig into the heart of the matter. Interviews can help you uncover hidden insights that demand digging to unearth. However, interviews take time to prepare, conduct, and analyze afterward.
Surveys, on the other hand, offer an easier start to customer research. They’re methodical and can be conducted online relatively quickly. In exchange, the information you gather will be less nuanced. Since respondents interact with a tool (e.g. Survey Monkey, Typeform) and not a person, they’ll have less patience and provide less detail. That said, surveys can provide strong insight, help highlight reoccurring themes, and give your organization substantiation.
The closest to the customer wins.
To help get started, I’ve shared a set of questions below. With a few small adjustments to fit the nuances of your organization, your customer satisfaction survey can be ready to roll.
What’s the best thing about {organization}?
How satisfied are you with {organization}?
How likely is it that you would recommend {organization} to a friend, colleague, or family member?
What three words do you think best describe {organization}?
What do you think about {organization} looks, feels, or sounds? What are the first things that come to your mind?
Are you aware of any other organizations that do the same thing as {organization}?
If yes, please list the ones you’d consider using instead of {organization}.
What makes you choose {organization} over these others?
How has {organization} changed the way you feel about {service}?
How could {organization} improve for you?
Sooner begun, sooner done.
The sooner you start taking action the more likely it can grow into something bigger and better. Rather than waiting for a perfect system and perfect planning, take the time to understand your customers today. The insight from this survey provides a great jumping-off point as you build or evolve your brand strategy.
Whenever you’re ready, here are 3 ways I can help:
Brand Strategy: Build your brand holistically to create favorability with your target market.
Brand Identity: Confidently market, internally and externally, with a toolbox of visual and verbal assets that make your brand distinct.
Brand Marketing: Establish a distinct relationship with your current and future customers.
