Every day, new businesses pop up, and as markets become more competitive, it is essential for all businesses to continually enhance the customer experience. A client satisfaction questionnaire is the best possible platform for giving customers a place to share both their positive and negative feedback. Customers value businesses that are proactive in gathering their opinions and taking them into consideration to improve their services.
Implementing customer satisfaction surveys can also help you with client retention as you can follow-up with particular complaints and resolve the issue in a timely manner. If you want to enhance customer journey through a well-designed satisfaction survey, we're here to help you. In this article, we'll go over the main questions you should be asking in order to gain insights into your customer needs and increase satisfaction levels.
Before we get into it, let's quickly define what exactly is a client satisfaction questionnaire.
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What Is a Customer Satisfaction Survey/Questionnaire?
A customer satisfaction survey is a questionnaire created to assist businesses in learning how their clients feel about their goods and services, brand, and overall customer service. These type of surveys give businesses the opportunity to strategically improve their products, enhance user experience, and provide exactly what their target market wants. This will greatly drive organization growth, aid in market research and most importantly; maintaining satisfied customers will lead to consumer loyalty.
They usually include questions to gather feedback about specific subjects such as website navigation experience, brand shareability, product purchase or delivery, and marketing activities. Responses to these questions could be as simple as 'yes or no', but there are often rating scales (3-point, 5-point, 7-point) or text answers. For example, a question may prompt clients to rate their purchase experience as 'Excellent - Average - Poor' (which would be a 3-point rating scale).
Let's take a look at some of the most powerful customer satisfaction survey questions you should consider when creating your physical or online survey.
What Are the Best Questions to Include in Client Satisfaction Surveys?
The specific questions to ask in customer satisfaction surveys will vary from company to company. The important thing here is your questions should focus on gaining insights into your key performance indicators. Remember, it's not the customer's responsibility to provide constructive criticism, so you must do your best to design provocative questions to engage participants if you want to get more responses.
Here are some of the best questions to include in your client satisfaction questionnaire using the three different types of responses we talked about previously.
Did you receive the exact product you purchased?
Are you following us on our social media platforms?
Was it easy for you to reach out to us?
Did we resolve your issue to your satisfaction?
Are you happy with the shipping options for our products?
Would you consider our business representative to be knowledgeable?
Were you able to find the information/product/service you needed in our website?
Did the experience make you feel valued as a customer?
Would you say you are a loyal customer to our company?
Rating Scale Questions
How user-friendly would you consider our website to be?
How pleased are you with the product or service purchased?
How likely are you to recommend our products to friends, family or colleagues? (also known as net promoter score)
How pleased are you with the product's delivery time?
How clear and useful was the advice or response you were provided with?
How much effort did you have to put in to resolve your problem? (popular survey question to evaluate customer effort score)
How well does the product/service meet your needs?
How often do you utilize our products/services?
How do you feel about the product's packaging?
How likely are you to make another purchase or use our services again?
Open Ended Questions
What can we do to enhance your interaction with the business?
What can we do to make the website or the physical location better for you?
Why did you pick our product/service over a competitor's?
How did you find out about us?
What about working with our team did you like the most?
What did you not like about your experience with us?
What new feature, if any, would you like to see added and why?
Which alternatives to our brand did you consider before making your decision?
What are your expectations of the companies you usually interact with?
If you could change one thing about the product/service we provided, what would it be?
Create Perfect Customer Satisfaction Surveys With Bonsai
Need help drafting the perfect customer satisfaction survey? Bonsai's custom client forms are the best option to quickly and easily create surveys, feedback forms, intake questionnaires and many other documents to help you grow your company. Use our forms to create customer satisfaction survey templates which you can use for all of your clients to ensure consistency and make your process a lot easier.
Our pre-built forms are fully-customizable, so you can add as many questions as you'd like and incorporate your own branding elements (registered trademarks, company logos, industry-related images, etc...). Once you have your survey ready, you can either send it to your client via email, share the URL link or have it embedded to your website. But why stop there? Aside from an excellent client form builder, Bonsai offers tons of other administrative tools. Take a look at a few ways in which this all-in-one tool can help you out.
Time Tracking and Invoicing Features
Integrated time trackers, automatic timesheets and seamless invoice creation will ensure you bill your customers accurately and get paid faster.
Accounting and Tax Software
Our accounting & tax software will track your expenses and income to help you control your business finances and save time (and money) during tax season.
A dedicated business checking account with no maintenance fees and no minimum balance requirements, plus the ability to easily save up a percentage of your income for vacations, payroll, taxes or anything else you need.
Bonsai's tools are specifically designed for small business owners and start-ups looking for the ultimate administrative solution. Start your 14-day free trial today and see it for yourself!