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Voice of Customer Survey Template

Measure Customer Satisfaction and hear the Voice of Customer with this detailed Voice of Customer Survey Template. Understand how your brand is perceived and what your customers expect to find out what’s working and what’s not.  

Understanding Voice of Customer Survey Template

This detailed Voice of Customer survey template helps understand how customers perceive each aspect of your brand or product. The survey template also enables collecting feedback with respect to customer service and engagement for a complete 36-degree view of brand performance and customer success.

The feedback data can further be used for innovation, customer support enhancement, product improvement, and overall customer satisfaction.

You can also edit the survey questions and question types to collect the most specific data that can directly contribute to brand growth.

How to Use the Voice of Customer Survey Template?

The survey template can be edited as per where customers are in the customer lifecycle and shared in different ways:

Product/Mobile App: Add the survey directly to your SaaS product or mobile app using the feedback widget or embed surveys.

Email and SMS: Send Voice of Customer survey link via SMS or email after certain customer transactions or interactions, for example, ticket resolution.

Website: Collect feedback with website surveys, for example, website feature feedback. 

List of Voice of Customer Survey Questions

The following questions are included in this Voice of Customer Survey Template: 

  • How much do you agree or disagree with the following statements regarding the product features? 
  • Using the product is easy and effortless.
  • It offers all the key features I need.
  • I know how to set up its more advanced features.
  • It feels fast and responsive.
  • How could we improve your experience using our solution?
  • The product offers all the key integrations I need to optimize my workflow.
  • How much do you agree or disagree with the following statements regarding how the product integrates with your tools?
  • I can easily integrate with other apps/tools that I use.
  • It's easy to debug issues with my integrations.
  • How could we improve your experience connecting to other tools?
  • How much do you agree or disagree with the following statements regarding collaboration based on the product?
  • The product enables me to work with others as needed.
  • It gives me the tools I need to effectively collaborate with my team.
  • How could we improve the way you collaborate with your team?
  • We'd like to know how satisfied you are with customer success teams.
  • Who have you interacted with in the last three months? (Choose as many as you like)
  • Based on your communication with our team, how much do you agree or disagree with the following statements?
  • The support team's communication was clear.
  • They were empathetic and polite.
  • They were knowledgeable.
  • The responses were timely.
  • I was satisfied with the resolution of my issues and concerns (if any).
  • What is the one thing that you would like to see improved in your interactions with our customer success team?
  • We want to make learning our product easy and fun.
  • So, what are your favorite ways of learning how to use a new tool?
  • On a scale of 1 – 5, tell us how much you agree with the following statement:
  • I feel I have access to the knowledge and expertise I need to in order to use the product successfully.
  • What type of educational content would help you get more from the product?
  • On a scale of 1 – 5, tell us how much you agree with the following statements
  • The product's interface is intuitive.
  • It's easy to use.
  • The platform works great on all my devices.
  • The product is being continuously improved.
  • It has all the features that I need to do my job.
  • Overall, I’m very satisfied with the product.
  • I expect to continue using the product 12 months from now.
  • Investment in the product was a good financial decision for my business.
  • Based on your experience over the last three months, how likely are you to recommend us to a friend or colleague?
  • What do you love about the product?
  • And what could we do to improve your satisfaction with our product?
  • What is the main reason you use the product?
  • And what are all the things you use the product for? (Choose as many as you like)
  • How do you currently use the product?
  • How many people work in your company?
  • What department do you work in? (Choose from the dropdown menu)
  • And finally, what sector is your business in? (Choose from the dropdown menu)

FAQs 

What is an example of Voice of Customer?

The Voice of Customer methodology is a 360-degree customer feedback process. It involves brands reaching out to their customers across different channels, tracking their activity, soliciting feedback, and working on all the customer data to align the brand with customers’ voice. 

What is included in the Voice of Customer Survey?

The Voice of Customer survey must collect feedback on product, service, or brand as a whole. You can include product feature-specific questions, purchase satisfaction questions, overall customer satisfaction questions, and service-related questions like agent feedback. 

How to conduct a Voice of Customer Survey?

  • Identify channels where customers engage with your brand.
  • Create Voice of Customer surveys like transaction surveys, customer service surveys, product feedback surveys, etc.
  • Identify when to send surveys, for example, live chat survey after query resolution in product.
  • Send surveys to customers across channels where they engage.
  • Organize feedback and close the feedback loop. 
 

Create and send this Voice of Customer Survey with Zonka Feedback

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