Let’s Gather Some Customer Feedback

Is your customer service top-notch? Are your product features the best in the business? You need to ask the right customer feedback questions to find out. Asking the right way and keeping a strategy in mind will help you get the most out of your customer feedback questions.

Gathering feedback from your past clients and even potential clients can be the best and easiest way to figure out if your product or service is meeting or beating the expectations of the customer. In this challenge, the goal is to gather customer feedback from your clients or even potential clients through different mediums.

How to Get Customer Feedback

Now that you have your questions and you know what information you’re looking for, how do you ask these questions? What is the most efficient way to get customer feedback that is reliable and relevant? This partly depends on what you’re asking. You want to make sure the experience you’re asking about is fresh in the customer’s mind, and that they are comfortable responding honestly. Here are a few ways to request customer feedback. Decide which is best for you based on what you want to know and how your business works.

Email survey: You might use a quick check-in survey after a customer completes a purchase, or a longer survey to ask more in-depth questions about a customer’s overall experience.
In-Store Kiosk: This is especially helpful if you are asking about your store’s ambiance, experience, or customer service. You might mount a tablet in a prominent location and use kiosk mode to take responses.
On a Receipt: Add a link to a survey the bottom of a receipt, or include a short question or two at the bottom which your customer can fill out and return. This is ideal for questions related to the check-out experience.
Comment Cards: This classic pen-and-paper approach gives customers everything they need to report good or bad experiences in your store. You’ll have to enter and score these paper responses yourself to accurately measure data, but this method is easy to set up.
Pop-Up Survey: Instead of (or in addition to) sending an email, use a politely-worded pop-up or an additional page to ask your customers about their online experience. You might use this after a customer completes a purchase, as they are browsing your site, or when they use a deal or discount.
Exit Survey: When a customer unsubscribes, cancels or downgrades their service, or doesn’t purchase for a while, use an email or additional page to ask them why.

Below is a list of questions that you may choose from to get you started. Pick no more than 5-7 to seven questions at a time to send to your customers. It is also best if you position these questions to be multiple choice so that they can be quickly answered.

1. Were you greeted in a friendly manner?
2. Did our staff answer your questions?
3. Did you find our staff helpful and courteous?
4. Were you served promptly?
5. How can we make your experience even better?

6. Is our product/service no longer useful to you?
7. Did the price of our product/service cause you to leave?
8. Have you decided to test out a competitor?
9. What would you like to see changed?
10. What would you say about your experience?

11. How has our product/service made an impact on you/your business/your lifestyle?
12. What is your favorite thing about our product/service?
13. What would you tell your friends or colleagues about us?
14. Has any part of our business exceeded your expectations?
15. How would you rate your experience? (out of 5 or 10)

16. Which features do you love?
17. Which features aren’t useful to you?
18. Which features do you wish we had?
19. What would you change about our product/service?
20. Are our products/services priced appropriately?

21. What challenge or problem does our business solve for you?
22. How do you measure these challenges? (expenses, revenue, time, leads, clicks, etc.)
23. How long did you use our product or service before seeing results?
24. What prompted you to find a solution?
25. How could we make this solution more effective for you?

26. What is your name/age/gender/job title?
27. Do you read paper books, magazines and newspapers, or read online?
28. Which do you use more; tv, smartphone, or laptop?
29. Which do you prefer; quick and convenient or detailed and customized?
30. Do you use free trials/coupons/offers?

31. How did you find us?
32. How long have you been a customer?
33. What made you want to try us?
34. Did you use a competitor before us?
35. How often do you use our product/service?

36. What were you using before you found us?
37. What did you like about the previous product/service(s)?
38. What caused you to leave?
39. What does our business do better?
40. Is there anything you miss about the previous product/service(s)?

41. Have you used or visited our website?
42. Was it easy to find?
43. What were you looking for on the website? Did you find it?
44. Was the website easy to use?
45. What would you change about it?

46. Would you find [new feature] useful?
47. Would you buy [new product] if we had it?
48. If we introduced [new feature/product] would you be willing to test it?
49. If we provided [rewards program/discounts/another special] would you use it?
50. How much would you pay for [new feature/product]?

51. How easy or difficult was it to complete your purchase?
52. Were you able to check out in a timely manner?
53. What would you improve about the check-out process?
54. Did you have to wait in line?
55. Were you able to find what you were looking for?

56. Did an employee help you today? Who were they?
57. How would you rate your experience with this person?
58. Were they able to answer your questions or concerns?
59. Would you like to work with this person again?
60. Overall, did this person do an outstanding job?

61. How likely would you be to recommend this business to a friend? (Net Promoter Score)
62. How would you rate your overall satisfaction with our business? (Customer Satisfaction Score)
63. How would you rate your overall satisfaction with [specific product or service]? (Customer Satisfaction Score)
64. To what extent would you agree with the following: Completing my order was easy? (Customer Effort Score)
65. How easy or difficult was it for your question or problem to be resolved? (Customer Effort Score)

66. How could we make the check-out process faster or easier for you?
67. What could we change to make our product/service more user-friendly?
68. Is there anything you were expecting that you didn’t get?
69. What feature could we add that you would really enjoy?
70. How could we make it easier to resolve your questions or concerns?

71. After we implement key features, could we contact you to learn more about your experience?
72. Would you be willing to participate in this survey again next year?
73. Could we contact you for a more detailed follow-up survey?
74. May we contact you to follow-up and make sure your customer service inquiry was properly resolved?
75. Would you be willing to participate in a follow-up survey after your free trial expires?