Customer Satisfaction Survey Questions

A customer satisfaction survey is basically carried out to find out about customer satisfaction.

The survey can be carried out as a face to face interview, a telephone interview or through an emailed or mailed questionnaire.

The survey should be able to provide useful information.

The information gathered from the survey is however useless if it is not used to improve customer experience and customer satisfaction.

The survey can also be used to measure customer satisfaction.

When designing the survey it is important to keep the customer satisfaction survey questions short, simple and as neutral as possible.

This way you are able to get more people to participate in your survey.

Here is a list of typical customer satisfaction survey questions

1. Which one of our services or products do you buy?

2. How long have you bought from us?

3. How often do you buy from us?

4. On a scale of 1 to 10 how would you rate your satisfaction with our product or service?

5. Will you continue to buy our product or service?

6. What in particular did you like about our product or service?

7. Would you recommend our product or service to your friends and family?

8. Any suggestions on how we can improve our product or service?

These customer satisfaction survey questions are usually for measuring customer satisfaction.

9. How satisfied are you with our customer service?

10. Were you satisfied with how we handled your complaint?

11. Were you offered a follow-up call if our customer service staff could not immediately resolve your problem?

12. How long did it take for us to resolve your problem?

13. How long did you wait on hold on the phone before you could speak to a customer care person?

14. On a scale of 1 to 10 how would you rate our customer service?

These questions are meant to measure customer service support and responsiveness.

15. Have you used our product or service?

16. How satisfied are you with it?

17. Have you used our competitor’s product or service?

18. How do we compare?

These questions are to get some sort of product review and to compare with competitors.

Other questions that may be included in the customer service satisfaction survey is in regards to age, gender, income level, location, mode of purchase (online or at the physical store) etc.

These questions are aimed at segmenting the different categories of customers in order to serve them better.

The customer satisfaction survey questions should mostly be multiple choice or on a scale, however, a few open ended questions are useful to get more information.