40+ Popular Customer Satisfaction Survey Questions

by Venkatesh
Updated on : July 12, 2023

Best-Practices-to-Handle-Customer-Complaints

Business surveys are broadly classified into product, marketing, demographics, and (CSAT) customer satisfaction survey questions.

They all serve different purposes, assessing different aspects of customers and their experiences at different stages of the buying process.

In this blog, I’m going to take you through some popular questions you should consider when using CSAT surveys.

What is a customer satisfaction survey?

A customer satisfaction survey is a questionnaire sent to customers by businesses to help them understand their customers’ opinions about their products, services, or policies.

Additionally, it aids in obtaining customer recommendations for how the business, product, or service could be improved.

Customer satisfaction survey reports in particular gauge how customers perceive your business and the level of their satisfaction with your service.

Customer satisfaction survey questions enable businesses to expand their markets.

Customer satisfaction metrics

Customer satisfaction survey questions can entail both closed-ended and open-ended questions.

It is important to understand the metrics that can be derived from CSAT survey questions and how to collect client feedback surveys.

This will help you determine the level of client happiness and the true success of your product.

Here are some examples of customer feedback metrics:

Customer satisfaction (CSAT) score

A customer satisfaction (CSAT) score is an aggregated measure of how satisfied customers are at each step using a product or service.

Most responses to CSAT survey questions are based on a numerical value, such as 1 to 5, where 1 indicates the least satisfaction and 5 indicates a very satisfied customer.

The following formula is used to calculate a CSAT score.

Customer satisfaction (CSAT) — CSAT Score Formula

For example:

If you have 30 responses and 22 are positive, then your CSAT score would be 73%.
For “1 to 5” scales, 4s and 5s are considered positive responses, 3s are fair, and 2s and 1s are negative.

Net promoter score (NPS)

A net promoter score (NPS) determines how likely customers are to suggest your company’s goods and services to others.

The aim of an NPS is to measure customer loyalty, trust, and satisfaction.

NPS is calculated on a “0 to 10” scale.

Customers that rate as 9 or 10 are delighted, loyal customers.
Those that rate as 6 or 7 are passive or indifferent customers.
Those that rate as 0 to 6 are detractors that may hurt your company’s reputation.

To calculate your NPS, use the following formulas:

Net promoter score (NPS) — Net Promoter Score Formula

Where:

Percent of promoters = (number of promoters [customers who rate 9 or 10])/(number of respondents)×100
Percent of detractors = (number of detractors [customers who rate 6 or lower])/(number of responses)×100

Customer effort score (CES)

The amount of effort customers expend to use your product or service is measured by a metric called customer effort score (CES).

CES reveals whether customers find your company easy, somewhat difficult, or challenging to interact with to address issues, answer questions, and more.

When measuring CES, a commonly used scale is 1 to 7.

1 means the customer finds the company very difficult to interface with.
7 means the customer finds the company very easy to work with.

To calculate CES, use the following formula.

Customer effort score (CES) — CES Formula

Product-market fit (PMF)

An analysis of a company’s product-market fit (PMF) identifies how well a product or service currently meets market demand.

A PMF estimates your chance for success in the market. It gauges how displeased consumers would be if your goods or services suddenly disappeared.

Gauging PMF also gives a company an idea of how it can acquire more customers, improve the product, and grow the business.

Common customer satisfaction survey questions

Customer satisfaction survey questions provide valuable insights into a business.

If you never question your customers, you won’t get the information needed to make better decisions.

However, customers rarely enjoy filling out customer service survey questions.

It is your responsibility to employ the best practices for CSAT surveys to ensure the questions have all the key characteristics, such as being:

Clear
Brief
Relevant
Precise

Here are some of the most asked and most useful CSAT survey questions for different use cases.

Product usage and satisfaction

To understand customer satisfaction, knowing how other people view your product or service is essential. These CSAT survey questions gauge consumers’ overall satisfaction using an ordinal scale.

You can ask customer service survey questions to:

Learn about clients’ experiences while using your brand. This will help you get clear, qualitative responses.
Help you identify whether your product or service meets clients’ expectations.
Define your product-market fit and determine brand development.

Examples of Product Usage and Satisfaction:

1. Was our product or service up to your standards?

2. On a scale of 1 to 10, how satisfied are you with our brand quality?

3. Please rate the quality of our services.

4. Rate your satisfaction with our support team in your issue resolution.

5. How pleased are you with the pace at which we provide our goods or services?

6. How pleased are you with the speed at which we provide our goods or services?

7. Are you delighted with how quickly we service you?

Customer loyalty

This is an NPS survey question that determines how likely it is for your customers to tell others about your company.

It produces quantitative answers that enable you to assess your performance in relation to your competitors.

Consequently, such customer survey questions help you forecast which of your customers are likely to continue doing business with you.

Examples of Recommendation Questions:

8. How likely are you to recommend our brand to others?

9. What’s the probability of you recommending our product/service to a friend or co-worker?

10. What’s the likelihood that you would recommend our brand to others?

11. Based on this experience, would you recommend others to use our brands?

Customer experience

These types of questions determine how easy it is to use your customer service. According to Oracle, 90% of companies consider customer experience as their key focus.

Customer experience-related questions help you determine how helpful your consumers find your self-service capabilities.

Customers’ answers like—simple, neither simple nor challenging, or difficult—will inform you of where support processes or issue workflows can be streamlined.

Examples of Customer Effort Questions:

12. How simple did you find it to address your issue?

13. How effective was our self-service tools?

14. Did you find it easy or difficult to resolve your concerns?

15. How would you describe your experience with our brand?

16. How easy was it to resolve your issue?

Product market-fit questions

You can use product market-fit (PMF) questions to know the level to which your product satisfies a market need or resolves an issue.

More directly, these CSAT survey questions show you whether clients need your brand or not.

Examples of PMF Questions:

17. If we stopped offering our product or service, how would you feel?

18. How would you feel if we shut down our service?

19. How would you feel if you couldn’t use our product anymore?

20. Is our product or service a necessity for your business?

Open-ended questions

When you need in-depth feedback from clients, open-ended inquiries are useful. Their recommendations can amend negative situations and help you win back dissatisfied clients.

Both positive and negative feedback from former customers is a key tool to proactively match your brand road map with your consumers’ needs.

Note that positive customer feedback may not help you grow as much as negative feedback can.

Examples of Open-Ended Questions:

21. What stopped you from using or purchasing our brand?

22. What’s the main problem you faced while using/interacting with our brand?

23. What would you recommend us to improve or change in our product or service?

24. What is the one thing you would change about our brand?

25. Do you have any suggestions on how we can improve our brand? If yes, kindly mention.

26. How can we make your experience with our company better?

27. Are you satisfied with the assistance provided by our support team?

28. How was your experience talking to our customer support agent?

Demographic and psychographic questions

It’s key to follow up on your clients’ behaviour and motivations. Create memorable interactions by considering psychographic data, such as individual beliefs and values, in relation to the type of product your company offers.

You can gauge your client’s preferences, attitude, and desires about your product, its role as a solution, and the market segmentation of the brand.

This helps gauge client expectations and enables you to plan for future shifts in the product space or industry.

Examples of Psychographic Questions:

29. What is more important for you when purchasing a product or service: quality or price?

30. What expectations do you have from brands you interact with?

31. How many hours a week do you spend on social media sites?

32. What is your age group?

33. What is your name?

34. What is your gender?

35. Please rate the following on a scale of 1 to 10: quality, brand, cost-effectiveness and reliability.

Follow-Up Questions

At the conclusion of any customer service experience, using these CSAT survey questions for client follow-up is a great strategy.

These customer satisfaction survey questions require you to invest enough time with your clients to make sure they know that you care about them and their issues.

Examples of Follow-Up Questions:

36. How was your experience talking to our customer support agent?

37. Is there anything you dislike about our product or service?

38. Do you have any concerns about your industry and how it relates to our product?

39. How would you rate the call?

40. Was the issue resolved to your satisfaction?

41. How well have we responded to your questions or concerns regarding our products?

42. How successful is our response to your worries about our products?

43. Did we react to your queries or complaints about our products in a way that met your expectations?

General questions

These client feedback survey questions are genuinely global. No matter what the topics of your CSAT survey questions are, it is always beneficial to inquire if your respondents have any more comments.

CSAT survey questions help you obtain extra insight into unexpected topics.

Moreover, they can provide new perspectives that may not be found within your company.

How are customer satisfaction surveys applied to BoldDesk?

At BoldDesk, we use customer satisfaction survey questions to get customer feedback in order to better understand our clients and market trends.

For instance, we have actively used customer survey questions to drive important development decisions.

In addition, feedback from our clients has transformed our product into more productive help desk software.

The following example is a typical BoldDesk CSAT survey template:

How are customer satisfaction surveys applied to BoldDesk? — BoldDesk Customer Satisfaction Survey Template

The benefit of using BoldDesk CSAT survey templates is that they provide easy ways for you to improve your customer communications and create a responsive environment from the start.

It enables your organization to effectively carry out all customer support and follow-up processes with ease.

Conclusion

It is important for any business to create customer service survey questions to obtain feedback from both pleased and irate consumers, which can guide you to offering a better product.

With this in mind, we built CSAT survey features into BoldDesk that make it simpler for you to address consumer issues. You can request a live demo and experience BoldDesk’s feedback capabilities with our free trial. Reach out to our BoldDesk support team for any inquiries.

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Benefits of Using BoldDesk CSAT Surveys

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