Customer perception and satisfaction are the two most considering factors that influence the success of the business. Therefore, checking customer perception of the brand is mandatory for your business growth. There are many companies that employ the Customer Feedback Survey to understand the psychology and behavior of the customers and strive to deliver them with the next-level customer experience.
If you are employing the Customer Feedback Survey to measure your customer satisfaction, then you need to focus on the content of the survey. Usually, customers avoid filling survey as they think that it consumes a lot of time. It is important for you to incorporate your survey with the crisp and response-driven inputs and make your survey feedback form more relevant.
There are various simple mistakes or items that may be overlooked while designing survey customer feedback survey. Some common customer feedback survey mistakes will cause your customers to either not respond, or abandon your survey.
So, if you want to amplify the survey response rate, then you should definitely include the below 5 questions in your customer feedback survey.
5 Important Questions You Should Ask in Your Customer Feedback Survey
- How likely is it that you would recommend our product/service to a friend or colleague?
- Based on experience today, how would you rate us?
- How well does our product meet your needs?
- Which features are the most valuable to you?
- Compared to our competitors, is our product quality better, worse, or about the same?
1. How likely is it that you would recommend our product/service to a friend or colleague? (Net Promoter Score Question)
Net Promoter Score question, also known as the Ultimate question, allows you to get you a deep insight into what your customers think about your brand and their likelihood to recommend your brand, or product, or services. The Net Promoter Score question is a simple question - How likely are you to recommend our product or service to a friend or colleague? It is rated on a scale of 0 to 10 where 0-6 are detractors, 7-8 are passives and 9-10 are promoters. The detractors are disloyal to your brand, passives are neutral and promoters are your brand ambassadors. Learn how to convert your detractors to promoters here.
You can calculate your NPS by using this simple question in your customer feedback system and gauge your customer's level of satisfaction and willingness to recommend you to others. The NPS question is relevant in multiple scenarios and can be used post a transaction or interaction (as transactional NPS) as well as a generic, on going question (as a relationship NPS).
2. Based on experience today, how would you rate us?
Post transaction, asking a customer's experience is almost mandatory in a feedback form. For example, taking customer feedback post a meal, post a purchase, post an interaction, post a training session can help you to improve your products/services along with the customer experience.
Asking the question "based on experience today, how would you rate us?" evokes your customers to share their genuine views and opinions about the product and its quality. Sometimes they also give you suggestions that can help you a lot to improve your product/service and make it more customer-centric. When you ask this question to your customers, this will show them that you are concerned about their experience and striving to improve it. Thus, this helps you to increase customer loyalty for your brand and strengthen customer relationship. Send them an automatic email or a short survey after every customer interactions like post purchase or subscription.
3. How well does our product meet your needs?
This is one of the broadest questions that can make your customer feedback survey a result-driven action. “How well does our product meet your needs?” type of question can help you to extract the actionable insights. Further, these insights help you to identify the strengths and weaknesses of your product/service and expand the scope of its improvement.
Also Learn: Customer Feedback Touchpoints here.
Such questions are useful for the product manager of the company. It helps them to ascertain the level of the customers expectations from the product/service. Based on the results, you can easily enhance your product to meet the requirements of the users and reduce the customer churn rate.
Did You Know?
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
4. Which features are the most valuable to you?
This question expands the scope of adding value to your product and make it more appealing to attract your customers. Through this question, you can easily identify the strong areas of your product/service. If you are a SaaS company dealing with the different product ranges, then this question will help you to add more value to the feature of the product/service.
Apart from product improvement, this question helps you to understand the psychology and user-behavior of your customers. Along with this, you will also get to know how your customer interacts with your product and what they really need.
5. Compared to our competitors, is our product quality better, worse, or about the same?
Competitive Analysis plays a crucial role in business success. If you want to grow your business and take it to a level ahead of your competitors, then you need to check what your competitors are delivering. One of the best ways to do competitive analyses is customer feedback.
If you ask your customers with the question like “Compared to our competitors, is our product quality better, worse, or about the same?” When you ask this question from your customers, they will provide you with pragmatic suggestions on product enhancement and help you to improve your product/services and take your business a level ahead of your competitors.
So, these are the best questions you should for sure include in your Customer Feedback Survey to increase your response rate. But make sure that your survey should not be too long. This may let your respondents loose interest in your survey as well as in your brand.