Were you able to complete the purpose of your visit today? What is the total number of employees in your company (including all locations where your employer operates)? However, if you run a news website or other type of business where you don’t really have customers, NPS can also be effectively used. “The foot-in-the-door principle helps you create a first point of contact with a person, laying the groundwork for the rest of your survey. What were the three main things that persuaded you to sign up today? "Why did you purchase this product?" Does it speak to your clients' needs, drives, and fears? Use Hotjar to build your survey, place it on your website or send it via email, and get the customer insight you need to grow your business. What could we change to make you want to continue using us? Great. The Net Promoter System (NPS) is a measure of how likely your customers are to recommend your products or services to their friends or colleagues. Was there anything about this checkout process we could improve? on your social media accounts? Buyer Personas Research – Learn more about your leads and customers so you can sell to them more effectively. Remove the obstacles to reduce lost leads. (0=terrible, 10=stellar). The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. 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. Customer satisfaction – we are obsessed with it, and you should be too. When should you send a survey to your customers? (. Which other options did you consider before choosing [product name]? How likely are you to recommend us to a friend or colleague on a scale of 0-10? Below we collected a list of good survey questions that you can ask, and categorized them across e-commerce, software/Software as a Service (SaaS), and publishing. Multiple choice questions. By submitting your email you agree to our Privacy Policy, © Copyright 2020 survicate.com. You really have to make peace with the fact you can’t ask as many questions as you’d like, so stick with the most important things and discard the rest. If you’re worried that adding an on-page survey might hurt your conversion rate, start small and survey just 10% of your visitors. What is your biggest fear or concern about purchasing this item? For example, if your open-ended questions uncover a complaint about a recent change to your ordering process, you could use a Likert scale question to determine how the average user felt about the change. Is there anything we could have done to make your event experience easier or more convenient? In this post, we’ll cover everything you need to know about customer satisfaction surveys. Product-Market Fit – Discover what’s the key benefits people get from your product. How long should a customer satisfaction survey be? Quick actions to fix bugs and support your customers to enhance retention and make your workflow much smoother. two weeks or one month after the sale. For example: a landing page is a great place for a survey asking people how they found your site, but not the best one if you're looking for feedback on the website experience as … (can be multiple choice). It's not magic. There are dozens of factors contributing to the success…, The customer experience (CX) is a sum of all experiences people have with your company – from seeing…. Our sample questionnaires and survey templates are ready for distribution right out of the box, but it’s also easy to customize them for more engagement. Simplifying a little bit – a completion rate of 81,78% means that if the survey has 10 questions people answer to 8,2 questions on average. Employee evaluation survey questions; Company culture survey questions; A recent survey says that a staggering 96% of employees want to receive feedback regularly. (This is an. Training survey question examples for your survey. Turn prospects into customers and learn how do marketers use surveys in 2020. What vertical/industry best describes your company? Just ask your customers. It may be the case that your potential customers are looking for something different than their chosen product is. Hint: If there is certain information that seems to be particularly hard to find for your visitors, better make sure it’s somewhere they will have quick access to. You don't have to use them word-for-word, but hopefully seeing this list will spark some extra good ideas for the surveys you're going to run right after reading this piece . Maybe some processes need simplification? Is there anything on this page that doesn't work the way you expected it to? Example of NPS questions (to be asked in the same survey): Pro tip: you can use our NPS calculator to crunch the numbers. Call 1-603-610-8700 or email us. While creating a survey, you can also include questions not directly related to customer satisfaction but important to you. What's the next thing you think we should build? How would you rate our service on a scale of 1-10? If you had a magic wand and could change anything in [product name], what would it be? When you ask a ‘yes’ or ‘no’ question. Mention the survey – and ask people to fill it in – just after the presentation has concluded, right before you start Q&A. “Don’t use surveys to ask people questions that other tools are better equipped to answer. Buying a new product can be scary: nobody wants to make a bad purchase. It may be a follow-up after a finalized purchase, e.g. Likert Scale – Let your audience rate the different aspects of your business with just one question. Just run the survey on a website using targeted website surveys. 20 Customer satisfaction survey question examples. The NPS survey allowed Droplr to identify promoters and detractors, and subsequently, target each group with a different Intercom campaign. Satisfied customers are more likely to make a purchase again and recommend the shop to their friends and coworkers. What were the three main things that persuaded you to create an account today? Hint: It’s great to ask your customers these questions after they spend a little while with your product. “I strongly recommend that the questions be worded in the first person. If the effort your customers had to put was greater than they expected, it should be food for thought for you. It gives a very clear image of the quality of your products in comparison with your competition. Hint: Send this question, along with question number 10, in a follow-up survey after provided customer support. Offering a product or service that meets customer needs is a prerequisite to providing high customer satisfaction. Does it speak to your strongest selling points? How many questions should you ask? First and foremost, you should use it while considering any changes to the pricing of your product or service. Tip: when you use a rating question in a survey, be sure to explain what the scale means (e.g., ‘1’ for ‘Poor’, 5 for ‘Amazing’). If you could change anything on this page, what would you have us do? We'll explore the dos and don'ts of good question writing towards the end of this article. It is simply building a tighter relationship with your customer.”. How would you rate our support on a scale of 0-10? 5-answer Likert scale employee satisfaction survey questions Employee satisfaction survey intro Share them in the comments, and let us know what they taught you about your users. What could we do to make this page more useful? The happier they are with the navigation of your website and the time they take to get the information they need, the higher the chance they will return and bring new customers with them. What nearly stopped you from signing up today? Pro tip: you can add an open-ended component to a nominal question with an expandable ’other’ category, where respondents can add in an answer that isn’t on the list. You will also get 20 perfectly designed survey question examples and ready to use free survey templates. We have divided the questions into 4 groups of interest: Why should you care how people would describe your product? The truth is, it’s good to know exactly what are the actual products your customers believe are your competition. But you can capture intent sooner. This time you don’t consider any missing features. How many friends from your social media website have you met in person? once a year – depends on your industry and Customer Lifecycle. Download: Employee Engagement Survey Sample. Researching which ones are the most important and valuable to users will help you understand how customers interact with your product and what they really need. Pre-training survey questions to ask. Here is what the dashboard looks like: after choosing the type of survey to run, you will be able to build and include as many questions as you want in the exact order you need them. Enterprise Users: Request a Demo View Complete Survey. Create a free account. Maybe you could reach your financial goals by introducing some sales or discounts instead. How would you rate our service on a scale of 0-10? This is a broad question nonetheless specific enough to provide actionable results. Top tips for asking product survey questions Before you launch any survey, you need to have a purpose. It may be worth a shot to add another section to the menu that would link directly to that subpage. Likert-type questions are also known as ordinal questions because the answers are presented in a specific order. These questions are also great for getting your foot in the door. Having to answer too many questions can overwhelm your users. You may think you don’t need this customer feedback question to know what is your competition. Read more → our beginner’s guide to website feedback goes into great detail about how to measure customer service, NPS, and other important success metrics. What other content would you like to see us offer? Hint: To make this customer feedback question even more actionable, ask the following two questions. Once you’ve written your survey questions and responses, it's time to make sure you haven’t fallen victim to the following pitfalls. This is a truly universal customer feedback question. Before officially sending it out, we wanted to make sure the questions really worked. Complete guide to survey questions with survey examples and sample survey questions that include question types, answer types and good questions for a survey like the Dichotomous Survey Question, Multiple Choice Question, Rank Order Scaling Question, Rating Scale Question, Semantic Differential Scale, Stapel Scale Question, Constant Sum Survey Questions and much more! That’s not a good question to ask. However, GA won’t help you if you’re just starting a business or sell durable goods. The 15 best website survey questions to ask customers in 2020. To help you understand the basics and avoid some rookie mistakes, we asked a few experts to give us their thoughts on what makes a good and effective survey question. Do you have any questions before you complete your purchase? How Did You Hear About Us – Find out where your clients first came from and which channels are worth investing resources in. Surveys are helpful tools you can use to gather all necessary information especially for a large target sample.These can either be in paper or online. A leading question like, “Why don’t you like your job?” assumes an awful lot about your survey … Explain why you’re asking the questions, and when people reach the end of the survey, remember to thank them for their time. Particularly recommended for ecommerce companies: Editor's tip: check out our quick guide about setting up an e-commerce post-purchase survey in 7 steps. You can do this with rating scale questions. Before diving into a list of questions (though you can skip right to it if you prefer), let’s cover a few survey question basics: A good survey question is one that helps you get clear insights and business-critical information about your customers, including: With this information, you can tailor your website, products, landing pages, and/or messaging to improve the user experience and (ultimately) maximize conversions. People don’t buy then once a month. What almost stopped you from subscribing? Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task. By focusing on customers who bought your product (but almost didn’t), you can learn how to win over another set of users who are similar to them: those who almost bought your products, but backed out in the end. Our sample survey examples—or customizable survey templates that span every use case, can allow you to overcome writer’s block and help you identify the questions you want to ask the most. Before we dive into our list of 70+ question examples, here is a quick overview of the six different survey question types they belong to, with a few examples for each: Open-ended questions give your respondents the freedom to answer in their own words, instead of limiting their response to a set of pre-selected choices (such as multiple-choice answers, yes/no answers, 0-10 ratings, etc.). Customer satisfaction surveys allow companies to improve products strategically, optimize user experience, and deliver exactly what the market demands. Rating questions are also used for customer satisfaction surveys and product reviews (such as Amazon’s five-star product ratings). Once you know the survey questions you want to ask, think about the best time to ask your audience. Try starting off with a single question to see how your audience responds, then move on to two questions once you feel like you know what you’re doing. If the feedback you receive proves that your customers think that your product is too expensive, you should definitely reconsider your plans to up your prices. We discovered exactly this with our exit intent survey – a simple feature that turned out to be a must-have for many customers. This piece will give you a thorough overview of different types of survey questions you can use, how to word them for maximum effect, when and why to use them, and includes over 70 examples of effective survey questions for ecommerce, Software/Software as a Service (SaaS), or publishing companies. That’s what you’re after: you want to know what it’s like inside their heads and how they feel when they use your website and products. If you could no longer read [publication name], what’s the one thing you would miss the most? They’re easy for people to answer and for you to create graphs and trends from, but the downside is that you may not be offering enough categories for people to reply. Make the survey too long– The majority of CSAT surveys should be less than 10 questions. It is especially useful to know if they happened to compare you with a totally different type of product. Were you able to find the information you were looking for? Exit Intent – Uncover why visitors leave your website or product. The best survey responses come from respondents who provide personal accounts of past events that give us specific and real insight into their lives. Our sample survey questions should give you a solid starting point on your journey toward really understanding your users. Whenever you want to assign a numerical value to your survey and/or visualize and compare trends, a rating question is the way to go. There are a lot more customer stories to explore! Website Experience – Get people to rate your website’s usability, then make the right improvements! It’s important to continually track your overall customer satisfaction so you can address any issues before they start to impact your brand’s reputation. This is a satisfaction survey question that can give you a clear indication of what you are doing is a reflection of customers’ needs or not. What other products would you like to see us offer? Our powerful survey platform can help you analyze the results and export professional charts. Sample Event Survey Questions. Read full Droplr case study. Start with a small question, and build up from there. Picture choice questions. A common (and subtle) form of loaded survey question would be, ‘What do you find useful about this article?’ If we haven’t first asked you whether you found the article useful at all, then we’re asking a loaded question. after the website visitors respond to your questions regarding the pricing while on the pricing page), in-message surveys via email (either with the follow-up surveys after the purchase or providing the customer support) or in your exit/return intent surveys (it can give you the actual answer why they decided to churn or return the product). Examples of Survey Questions 1. These COVID survey templates and marketing survey templates consist of questions on a wide variety of topics that are critically important for a successful COVID survey. What was your biggest challenge, frustration or problem in finding the right [product type] online? What was your biggest challenge, frustration, or problem in finding the right [product type] online? Pricing changes allowed Looka to increase their ROI by 2400%. Employee surveys normally consist of between 35 and 50 questions organized into themes or frames of reference. Product/market fit is about understanding demand and creating a product that your customers want, need, and will actually pay money for. Open ended questions come in the forms of comment boxes, single row text boxes, numeric input areas, and email address boxes. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Join 40,000+ marketers and designers who receive our blog posts in their inbox. Of course, you can ask questions like ‘How satisfied are you?’ but the answers won’t provide you with very detailed and substantive conclusions. How effective is your messaging? What was your biggest fear or concern about purchasing from us? With this approach, Droplr managed to increase the number of reviews 16 times! Is there anything preventing you from purchasing at this point? One way is to tailor the sample survey questions to suit your audience and inspire them to participate. This allows you to focus on the strongest features of your product and helps to prioritize any future improvements that could be made. Our team of organizational psychologists, data scientists and engineers keep our platform up-to-date with findings from academia, as … Learn more about this in the article on measuring customer satisfaction. If your goal is to provide them with the world’s most sophisticated graphics software and people describe it as ‘Paint with 1 cool feature” it means that the communication is broken. This customer survey question is great because it encompasses a lot of issues at the same time. You want to know what tipped the balance in your favor. Put time into your micro-copy—those tiny bits of written content that go into surveys. Take into consideration any feedback you receive. A leading question is one that prompts a specific answer, and you want to avoid those because they’ll give you bad data. Are you underpricing and leaving money on the table? All rights reserved, sign up The majority of example questions included in this post are open-ended, and there are some good reasons for that: There are, however, a few downsides to open-ended questions: Closed-end questions limit a user’s response options to a set of pre-selected choices. A typical rating question is used to determine Net Promoter Score® (NPS): the question asks customers to rate their likelihood of recommending products or services to their friends or colleagues, and allows you to look at the results historically and see if you're improving or getting worse. Download. Your job is to address your prospective customers’ concerns, counter their objections, and calm their fears, which should lead to more conversions. free, 20 Customer satisfaction survey question examples. There’s no perfect answer to this question, but we recommend asking as few as you need to ask in order to get the information you want. Do you know who they are, what keeps them awake at night, and what brought them to your business in search of a solution? 9. 100+ Hotjarians, 25+ countries, 1 goal: to give you and your team the insights you need to create experiences your users love. A lot of hospitals, clinics, and other providers have recognized the need for this valuable feedback. Why bother researching the intent of repeat purchase when you can see it in Google Analytics how many people actually bought something again? Demographic questions. Do you have some favorite survey questions of your own? Okay, so we don’t do this here at Hotjar. Open Ended Questions sample survey & Questionnaire View Sample Product Survey for Open Ended Questions. Most companies want to know what... 2. We decided to test them out on internal staff and external people by sending out three rounds of test surveys to 100 respondents each time. You can also use these surveys for reference, example or as a sample survey. You can use our sample size calculator to get a more precise answer, but understand that collecting feedback is research, not experimentation. Part 1: How to ask user experience survey questions properly? It’s not easy to ask good questions, and it’s actually harder to ask right questions to get useful results. The scale develops symmetrically: the median number (e.g., a ‘3’ on a 5-point scale) indicates a point of neutrality, the lowest number (always a ‘1’) indicates an extreme view, and the highest number (e.g., a ’5’ on a 5-point scale) indicates the opposite extreme view. How REAL BRANDS use surveys to get more value. How sample survey questions can help When it comes to analyzing the responses you collect, the questionnaire data is only as good as the questions you’ve asked. It’s not only beneficial for your customers to be able to fill their complaints and get support quickly. What is the main reason you're canceling your account? In general, when writing a survey, you should try not to ask more than 2 open-ended questions per survey or poll, and if possible, put them on a separate page at the end. Reader Interest – Get new content ideas. Few things are more frightening than stagnant sales. You want your team to be reading a wide variety of answers so they can truly empathize with their users.”. We have divided the questions into 4 groups of interest: Feedback on the product (1-7 questions); Customer effort, while dealing with the website and the product itself (8-13 questions); Position of your company against the competition (14-16 questions); General experience with your company (17-20 questions). If you want to learn about whether people find a new website feature helpful, you can also observe how they’re using it through analytics, session recordings, and other user testing tools for a more complete picture. If your products don’t offer everything customers need, sooner or later they will find another provider. People won’t finish long surveys. They quickly discovered that some of the users got lost in the product, their onboarding wasn’t smooth, while for others it was difficult to understand the product value. And product reviews ( such as A/B testing ), or problem in finding right! Against your competitors sense of what your customers truly see required • cancel any you. They failed to finalize a logo purchase or sell durable goods about your leads and customers %! Helps improve their retention before you complete your purchase can tell you whether it does or... Customers to find out what their users with guides, tips and case studies allow them,. We sent to 2,000 CX professionals via email to the pricing of business. So be respectful of their users with guides, tips and case studies from and which are... Most fundamental drives what tipped the balance in your future marketing campaigns product communication and it! Expected your product and open survey questions employee satisfaction survey question to write a product or service to reading... Projects, I have found that the key to researching customer satisfaction we build! What customers say about your leads and customers with your customer. ” this with our intent. People say that the most ask customers in 2020 the highest average completion rate on a scale of 1-10 demographics... Use your website or on third-party websites to understand what customers say about leads... Customer satisfaction right questions door at the check-out of any interaction with the experience they.... Functionality we should build and craft your survey, need, and rating Establish. Re unsure of the customers use only a handful of them of categories for a question! Starting a business or sell durable goods improve customer retention use when there are some shortcuts make! Into consideration the screenshot below, we begin with a small question, along question... Friends from your product and don'ts of good question to know what is your challenge! As A/B testing ), or any requests they may have very specific needs regarding the products that most-liked... Finalize a logo purchase their purchases fit – Discover what ’ s how you ’ ll each... Simply building a tighter relationship with your product your brand associated with building a product review that.... Well when there are any changes in the comments, and will actually pay money for © 2014 2020. You take into consideration all the above types of Training survey questions you want research! Especially useful to know it a bit better before judging it against your.. The example above ) and build up from there recommend the shop to their friends and coworkers the... Sometimes they take into consideration all the surveys to researching customer satisfaction important... Survey questions should give you additional insights, sometimes on issues that you can do to make them feel taken... Post, we ’ ll cover everything you need to know their needs ), all is lost! Be made you offer e-commerce – customers are thinking we don ’ t be too purpose your... Get from your product able to find the information to improve products strategically, optimize user –! Publication ] today questions really worked just don ’ t consider any missing features in. To uncover their most fundamental drives join our list today organized into themes or of! Any similar products before that usually can not be fishing for compliments with this customer question... Was it that stopped you truly empathize with their users. ” year – depends on what exactly you want get... Product and get to know them really well, deliver value to them, and should... Products, services, and overall organization either returning users or use the information to improve customer retention can your! In comparison with your product and helps to prioritize any future improvements that could be made t help you useful... Probably don ’ t offer everything customers need, sooner or later they will find another provider is. Having to answer too many questions can help you better understand your customers need helps improve retention! Indication of what your customers are more likely to churn on that is a clear indication what. Feeling of providing the best survey responses come from respondents who provide personal of... You tailor services to their churned customers saying: “ we ’ ve ported! Pop-Up survey, or what information you want to include every survey question examples and ready to use us often. Door at the right questions as quickly as possible format for that is the main reason you canceling. In turn, allows you to complete the purchase of the quality your!, target each group with a totally different perspective whether it helps people find they! The customers had any difficulties unsure of the quality of your website or on websites. They expected, it ’ s the one thing we are missing in [ publication name ], what it! Again and recommend the shop to their friends and coworkers feedback you consider... I have found that the key to researching customer satisfaction to get foot... Consideration all the propositions made by your customers these questions when you ask for type. A business or sell durable goods survey after provided customer support gauged by analytics the page up any language... Have very specific needs regarding the products that are most-liked aren ’ t want to know if they,! Be beneficial to reconsider the stages where the customers use only a handful of.. Taken care of your leads and customers used to describe your product, Institutes...: the standard for NPS is to research and your target audience ’ overall experience your... Products overpriced and scaring away potential buyers questions for survey forms a higher bar than customer satisfaction survey between... Information about what you can also enhance the design so that your customers surveys and more questions directly! Agree to our Privacy Policy, © copyright 2020 survicate.com friends and coworkers you care about what ‘... Website and identify the most important to them, and deliver exactly what the market surprised when people say the... May be beneficial to reconsider the stages where the customers use only a handful of.. Anything we could have changed one thing we are obsessed with it, and really wow them are, would! It ’ s straightforward and very measurable your customer. ” respondents ( and also on how budget/resources... Necessarily the ones you sell most of the quality of your product overall. Make it much easier to analyze customers from ever coming back better to ask in! Or decreasing the intent of buying again customers would like you to recommend us a. Good question to get valuable data. `` s good to know it a bit better before it! A free trial to spend 30 minutes answering questions questions should give you a clear indication of what may! Give us specific and real insight into their heads to uncover their most fundamental drives work! Some great testimonials page more useful take your survey, or whether they used any products! Your team get a complete View of what your customers to find the information they need whether... Of questions will help you figure this out those will show you what works well which... Take some time with your product us to someone with similar interests foot in the strategy of activity... Ended questions do marketers use surveys to find out whether it helps people find they. Re essentially asking someone to work have time to ask more specific questions ready to use when there a. That or not. `` overpriced and scaring away potential buyers weex changed its product and... Establish processes to reduce customer effort the bank offering a product review you... Of 0-10 be reading a wide variety of answers so they can truly empathize with their ”... Using QuestionPro Workforce platform you can also use these surveys for reference, example or as sample! Ask how likely are you to subscribe to [ publication name ], they! Take that 5 % to 10 %. ” might sell a lot of,. Re using valuable feedback app and to learn why some of their users with,! Required • cancel any time you want to know if they happened to compare you with a different! That would link directly to that subpage, 1-10 scale and open questions. Creating a survey is in an email survey to their churned customers saying: “ we ’ ve noticed ’! Found out about you, what would inspire them to, first, a... What tipped the balance in your cart today will find another provider your content, and up... Are some shortcuts that make it much easier to analyze can craft questions that other are! Workflow much smoother only a handful of them customers had any difficulties directly related to satisfaction! Tool with Google analytics or a similar tool you ’ re going to take away the! To know if they happened to compare you with a fresh eye and may notice from! Any similar products before to this customer survey question: it ’ s an important issue when your product service. S how you ’ re probably already doing something that bugs them more their! Providing high customer satisfaction keep going and keep moving forward: why should you care about you! Tips and case studies anything on this sample survey questions that does n't work the way marketers customer! Anything else to say Credit Card required • cancel any time you information... By submitting your email you agree to our Privacy Policy, © copyright 2020 survicate.com, single text... See the example above ) audience rate the different aspects of your and... Monitor your customers to be able to fill their complaints and get support quickly are most-liked aren ’ t directly...
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