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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.  

  • Try 7 days for Free
  • Lightening fast setup
Use this Voice of Survey Template to gauge customer experience with various aspects of your business, product, or services. Listen to VOC to understand their opinion about product features, usability experience, feature updates, possible bugs, intuitiveness of design, and so on. 

Questions in Voice of Customer Survey Template

  1. 1. How much do you agree or disagree with the following statements regarding the product features? Using the product is easy and effortless.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  2. 2. It offers all the key features I need.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  3. 3. I know how to set up its more advanced features.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  4. 4. It feels fast and responsive.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  5. 5. How could we improve your experience using our solution?
  6. 6. The product offers all the key integrations I need to optimize my workflow.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  7. 7. 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.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  8. 8. It's easy to debug issues with my integrations.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  9. 9. How could we improve your experience connecting to other tools?
  10. 10. 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.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  11. 11. It gives me the tools I need to effectively collaborate with my team.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  12. 12. How could we improve the way you collaborate with your team?
  13. 13. 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)
    • Support Team
    • Account Managers
    • Other Team Members (Sales, Marketing, etc.)
    • None of the above
  14. 14. 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.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  15. 15. They were empathetic and polite.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  16. 16. They were knowledgeable.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  17. 17. The responses were timely.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  18. 18. I was satisfied with the resolution of my issues and concerns (if any).
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  19. 19. What is the one thing that you would like to see improved in your interactions with our customer success team?
  20. 20. We want to make learning our product easy and fun. So, what are your favorite ways of learning how to use a new tool?
    • Email tips and tricks
    • Live webinars
    • How-to articles
    • Video tutorials
    • Other
  21. 21. 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.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  22. 22. What type of educational content would help you get more from the product?
  23. 23. On a scale of 1 – 5, tell us how much you agree with the following statements. The product's interface is intuitive.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  24. 24. It's easy to use.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  25. 25. The platform works great on all my devices.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  26. 26. The product is being continuously improved.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  27. 27. It has all the features that I need to do my job.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  28. 28. Overall, I'm very satisfied with the product.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  29. 29. I expect to continue using the product 12 months from now.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  30. 30. Investment in the product was a good financial decision for my business.
    • Strongly Disagree
    • Disagree
    • Neither Agree Nor Disagree
    • Agree
    • Strongly Agree
  31. 31. Based on your experience over the last three months, how likely are you to recommend us to a friend or colleague?
    • 0
    • 1
    • 2
    • 3
    • 4
    • 5
    • 6
    • 7
    • 8
    • 9
    • 10
  32. 32. What do you love about the product?
  33. 33. And what could we do to improve your satisfaction with our product?
  34. 34. What is the main reason you use the product?
    • Improve my product
    • Generate direct revenue
    • Attract new customers
    • Research and validate an idea
    • Engage customers
    • Work more productively
  35. 35. And what are all the things you use the product for? (Choose as many as you like)
    • Hiring
    • Keeping people engaged
    • Assessment
    • Building my audience
    • Research
    • Managing requests and reports
    • Other
  36. 26. How do you currently use the product?
    • For personal use
    • Academic
    • Business to business
    • Business to consumer
    • Government/NGO
  37. 37. How many people work in your company?
    • I'm a freelancer
    • Startup/Micro company (1-10 employees)
    • Small company (10-50 employees)
    • Medium Company (50-250 employees)
    • Big company (+250 employees)
  38. 38. What department do you work in? (Choose from the dropdown menu)
  39. 39. And finally, what sector is your business in? (Choose from the dropdown menu)

How to Use Zonka Feedback’s Voice of Customer Survey Template?

Unveil the true sentiments of your customers with Zonka Feedback's free Voice of Customer (VoC) Survey Template. This powerful Voice of Customer Surveys tool is designed to capture authentic customer feedback, providing actionable insights to enhance your business. Follow this comprehensive guide to maximize the potential of the Voice of Customer survey template:

  1. Click on 'Edit this Template': Locate the 'Edit this Template' option at the top of this page. A simple click will take you directly to the customization interface of the Voice of Customer survey template.
  2. Customize the Template: In editing mode, tailor the template to reflect your brand identity. Add questions that resonate with your customers, infuse your branding elements, and tweak the design for a seamless integration with your business image.
  3. Preview the Survey: Before finalizing your survey, take a moment to preview it. Ensure that the layout is appealing, and all functionalities work smoothly. A well-structured survey encourages higher engagement and more accurate responses.
  4. Save the Survey: After previewing and making necessary adjustments, save your customized Voice of Customer survey. Saving ensures that your changes are preserved, and your survey is ready for distribution.
  5. Prepare for Distribution: Gear up for survey distribution by choosing the most effective channels to reach your audience. Zonka Feedback offers flexibility, allowing you to connect through email, social media, or your website.

Remember, Zonka Feedback's platform empowers you to dynamically adjust questions and customize the survey flow based on respondents' answers. This ensures a personalized and tailored experience, perfectly aligned with your business requirements.

Key Features of Zonka Feedback for Effective Voice of Customer Management

Explore a range of robust features with Zonka Feedback designed to simplify the collection and interpretation of Voice of the Customer (VoC) survey data:

1. Real-time Reporting and Analytics

  • Immediate Insights: Collect and assess customer feedback in real-time, enabling prompt decision-making.
  • Data Segmentation: Understand customer demographics and behavior patterns by segmenting user data based on various parameters.

2. Customizable Survey Forms

  • Brand Alignment: Fully customize surveys with your company branding, including logos and brand elements.
  • Tailored Questions: Modify questions based on specific goals or scenarios for relevance to your unique business context.

3. Advanced Reporting Functionalities

  • Diverse Reporting: Generate various reports based on survey responses and feedback ratings.
  • Integration Capabilities: Seamlessly integrate Zonka Feedback with other tools for a unified approach to customer satisfaction analysis like HubSpot, Zendesk, Freshdesk, Front, Zapier, and so on.

4. Integrations and Automation

  • Efficient Workflows: Smooth integrations with various tools and platforms for efficient and automated CX workflows.
  • Alerts and Triggers: Set up automated alerts and real-time notifications for negative feedback and triggers for real-time feedback collection at different customer journey touchpoints.

Questions to Include in your Voice of Customer Survey Template

Maximize the insights gained from your VoC survey by incorporating diverse question types for a comprehensive understanding of the authentic voice of your customers:

1. Overall Satisfaction

  • Rating Scale: Measure the overall satisfaction with a numeric rating scale like likert scale, allowing customers to express their sentiments.

2. Open-Ended Questions

  • Detailed Insights: Utilize open-ended questions to gather qualitative data on specific aspects of the customer experience.

3. Multiple Choice Questions

  • Specific Feedback: Add multiple-choice questions to understand particular areas that can be enhanced based on VoC feedback.

4. Net Promoter Score (NPS) Question

  • Loyalty Measurement: Integrate an [NPS question](https://www.zonkafeedback.com/blog/nps-survey-question) to gauge customer loyalty and likelihood of recommendation.

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 360-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.

Unveiling the Essence of Voice of Customer Surveys

Understanding the Customer's Perspective: At the heart of every successful business strategy lies a deep understanding of the customer's perspective. VOC surveys act as a direct channel to tap into the thoughts, preferences, and feedback of your customers. By giving them a voice in shaping your products, services, and overall customer experience, businesses gain a competitive edge in a market driven by customer-centricity.

Tailoring Offerings to Customer Expectations: VOC surveys provide actionable insights that go beyond the quantitative metrics of sales figures. They delve into the qualitative realm, revealing the nuances of customer expectations. By understanding these expectations, businesses can tailor their offerings, ensuring that products and services align closely with what their customers truly desire.

The Role of VOC Survey Templates

Efficiency and Consistency: In the pursuit of understanding the voice of the customer, the efficiency and consistency of data collection are paramount. This is where the VOC Survey Template plays a pivotal role. Providing a structured format for gathering information, these templates ensure that each survey captures the essential elements needed for a comprehensive understanding of customer sentiments.

Streamlining Data Analysis: The VOC Survey Template facilitates uniformity in data collection, making the subsequent analysis more straightforward. Businesses can categorize and compare responses consistently, identifying trends and patterns that inform strategic decisions. This structured approach accelerates the pace at which businesses can extract actionable insights from the gathered data.

Unlocking the Potential of VOC Survey Forms

Real-time Feedback for Agile Adaptation: VOC Survey Forms offer a dynamic way for customers to provide real-time feedback. In an era where rapid adaptation is key to survival, businesses can use these forms to gauge customer sentiment quickly. This agility allows for prompt adjustments, ensuring that businesses stay aligned with evolving customer expectations.

Holistic Understanding of Customer Journey: A well-designed VOC Survey Form takes into account the entire customer journey. From the initial interaction with a product or service to post-purchase support, these forms cover a spectrum of touchpoints. This holistic approach provides a panoramic view of the customer experience, allowing businesses to address pain points and enhance positive interactions.

Leveraging the Voice of Customer through surveys is not just a strategy; it's a necessity. The significance of VOC surveys lies in their ability to unveil the authentic needs and desires of your customer base. By utilizing tools like the VOC Survey Template and VOC Survey Forms, businesses can efficiently gather and analyze data, providing the insights needed to thrive in an ever-changing market. Embrace the voice of your customers, and watch as your business evolves, adapts, and excels in delivering unparalleled value.

Effective ways to use Voice of Customer Template

In order to make your VOC Survey Template effective, they need to be simple and easy to understand. Here are some of the tips you can follow to truly understand and act on voice of the customer.

1. Have a clear goal

Before implementing the Survey Template make sure that you clearly define the goal of your survey to fully utilize the VOC Data. This can help you modify template questions as per your survey goals and reach your target audience more effectively.

2. Keep up the engagement

Long surveys can be overwhelming. If you are thinking of collecting deeper insights into customer experience, the answer is not always going to be more questions. Running short surveys at various touchpoints during the customer journey might be a better argument when you want to collect customer feedback that gives you better insights to read into their behaviour.

So make sure that you use easy-to-understand language and add CX metrics questions like CSAT, CES, or NPS , or rating scales, smiley surveys followed by open-ended questions to gain context that give you better results.

3. Make them personalized

Personalize your surveys with branding elements like images, logo, background, themes, etc. Use answer piping to allow the survey to take the answers from past questions to insert them in questions that follow.

Use pre-fill data to enrich your survey responses, add logic to show or hide questions based on customer responses. Survey tools allowing personalization result in increased response rates, enhance customers' trust, and take your VOC program to the next level.

Voice of Customer Template Frequently Asked Questions

  • 1. What is an example of Voice of Customer?

    The Voice of Customer Template 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.

  • 2. What is included in the Voice of Customer Survey Template?

    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.

  • 3. How to conduct a Voice of Customer Satisfaction Survey using VOC Template ?

    In order to maximize the customer engagement and gather feedback using Voice of the Customer Template, you can follow these tips:
    1. Identify channels where customers engage with your brand.
    2. Create Voice of Customer surveys like transaction surveys, customer service surveys, product feedback surveys, etc.
    3. Identify when to send surveys, for example, live chat survey after query resolution in product.
    4. Send surveys to customers across channels where they engage.
    5. Organize feedback and close the feedback loop.

  • 4. Can I customize the Voice of the Customer Survey Template?

    Zonka Feedback survey tool enables you to fully customize and control the way your template is sent to your customers to effectively understand their pain points. To begin with, you can modify or add the questions in the surveys using the no-code survey builder. You can white-label your surveys using brand logo, custom url, themes, logos, and much more. In your Voice of the Customer template, you can improve response rate and gather customer feedback more effectively by adding persoanlizing elements like skip logic, answer piping, and more. To learn more about survey customization, start your free trial.

  • 5. How to analyze Customer Feedback from Voice of the Customer template?

    In order to analyze the customer experience using Voice of the Customer template, Zonka Feedback platform offers advanced reporting and analytics feature. Here's a summary of how you can analyze responses from new or existing customers with real-time sync into your CRM systems.
    Snapshot report - Give you a quick summary and analysis of CX metrics, responses, and survey channels.
    Response Insights - Are customers happy or unsatisfied? Gain deeper insights into survey responses and CX metrics.
    Location Insights - Have multiple business locations? Identify customer pain-points and compare location-wise performance, collect reviews and run analysis of scores.
    Team Performance Report - Using Voice of the customer template, you can even get a comparison of your each team members' performance based on questions and the metrics.
    Trends Report - Track trends of how customer experience changes over time with this powerful reporting feature.
    Text Analysis - Make sense of the open-ended feedback and unstructured data received from your Voice of the Customer Template using text analysis feature.

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