Get inspired by these customer satisfaction survey examples from real brands. The only question it asks is whether the customer is likely to. These 7 customer satisfaction survey questions are a great way to start collecting customer experience data. Generally speaking, the optimal customer relationship survey can be divided into four (4) sections, each with its specific questions.
If it is too complicated for a mobile respondent, survey participation will decrease. Use internal or industry jargon- Your customers must be able to clearly understand each question without hesitation and using internal or industry jargon is confusing to respondents.
Nevertheless, timing surveys is extremely important.
Customer Satisfaction Surveys [6 Questions & Examples] | Qualtrics
You can solicit feedback face-to-face when they leave your store, email, online survey, phone, or within your mobile app. Customer satisfaction surveys can be sent at every touchpoint in the process. After the customer books their flight— Feedback after the initial purchase is important because you want to understand if the person was satisfied with their checkout or purchase experience.
Send an email with a link to an online survey after the customer purchases their flight to find out how satisfied they were with the booking process.
Optimizing your customer relationship survey
Consumers want easy transactions, so look for ease-of-use in your data. After the actual flight— Post-purchase evaluations reflect the satisfaction of the individual customer at the time of product or service delivery or shortly thereafter.
After a customer service encounter- If the customer initiates contact with customer service, a CES survey should be sent immediately after the issue was resolved. For airlines, this could be a call to change a flight date or report lost baggage.
The goal is to see how much effort it took to resolve the issue. Six months after the flight— To measure the long-term customer loyalty, relational NPS or CSAT surveys can be sent months after the transaction occurred to see if your customers are still loyal to your brand. In-app mobile feedback— You can request customer feedback on the mobile app or customer experience through a feedback tab in the app.Customer Feedback Survey - Good Customer Service or Not?
Getting mobile app feedback is important only your customers can tell you what will make them more satisfied with their experience. Other Questions to Ask In Your Satisfaction Survey Adding additional questions can help you sort through and take action on your customer feedback, just remember that shorter is generally better when it comes to survey completion rate.
While some companies use third party vendors to collect information about competitors, companies can use their own customer relationship survey to help them know how they compare to the competition. Survey respondents simply compare your company to a comparison group e.
The comparative response options and specific scale values allow your customers to provide valuable benchmark information about your company and your competitors. Sample competitive benchmark questions are: How do our products compare with the alternatives? What best describes our performance compared to the competitors you use?
Because the C-PeRk score is based on your current customers, you can use it to help you understand how your industry ranking impacts customer loyalty. You can use this metric as an extra customer experience question in driver analysis and segmentation analysis. Additional Questions Companies may have a need to ask additional questions. These questions, driven by specific business needs, can include demographic questions, open-ended questions, and targeted questions.
Customer Satisfaction (CSAT) Surveys: Examples, Definition & Template
When you do not have easy access to this type of information, ask a few key questions about your customers. These questions will help you segment your customers to help you understand different constituencies. Typical questions in B2B relationship surveys include: