Looking to enhance your customer feedback? Explore the top customer satisfaction survey questions to help you understand and improve your customers' experience.
Approximate read time: 7 minutes
Customer service and satisfaction should be one of the primary focuses of any business.
Happy customers = better reviews and recommendations, less time spent dealing with issues, and more time keeping customers rather than fighting to make new ones.
But how do you know when customers are satisfied (or not)? Many businesses wait for bad reviews. They may check social media or emails and see nothing. No news is good news, right? Except not really. In fact, you can use different types of surveys to learn more today.
So, today, we have a list of the best customer survey questions for your website. These survey questions will get better data that can lead to real changes.
So, let's get started.
14 Customer satisfaction survey question examples
- How satisfied are you with our product/service?
- What words would you use to describe our service?
- How likely are you to recommend our product/service to others?
- How do you rate the quality of our customer service?
- What do you like about our service?
- What do you not like about our product/service?
- How easy is it to use our product/service?
- What are your favorite features/services?
- What can we do to improve your experience?
- How well does our product/service meet your needs?
- How responsive have we been to your questions or concerns?
- Would you like to add any other comments or suggestions?
- How would you rate the value for money of our product/service?
- What feature/service would you like to see next?
1. How satisfied are you with our product/service?
This question is a great starting point because it's simple and direct. Using a 1 to 5 scale makes it easy for customers to answer and see their overall happiness.
High scores mean customers are happy, and low scores show a problem. This information is crucial for seeing how well you're doing and identifying trends.
2. What words would you use to describe our product/service?
This question is great because it shows how customers feel about your product or service.
Asking for specific words helps you clearly understand their thoughts and experiences. More positive words like "helpful," "reliable," or "efficient" highlight what you're doing well. Negative words like "confusing," "expensive," or "unfriendly" show what you need to fix.
You can either leave this open-ended or give them a few options. A multiple-choice one is more likely to get a response, but it's also possible that leading questions don't quite capture what the customer feels.
3. How likely are you to recommend our product/service to others?
This question measures customer loyalty, or Net Promoter Score (NPS). NPS survey questions are easy to answer, and customers rate it from 0 to 10. 10 means very likely, and 0 means not likely at all.
People who rate from 9 to 10 are called promoters. These are people who love your product and tell others about it. 7 to 8 are passives who like your product but won't likely recommend it. 0 to 6 are detractors. These people aren't particularly satisfied and may spread negative word of mouth.
Knowing this customer satisfaction score helps you understand how your brand is viewed and the areas you can improve. A Likert scale question is often a good rating scale to use here.
4. How do you rate the quality of our customer service?
Customer service is a HUGE part of the customer experience.
You can also get direct feedback on how your team is doing by asking customers to rate it. This feedback helps you know if you need to make any changes. For example, more training or improved processes can help provide better service.
You could do a multiple-choice with the option to leave a comment to find out more details.
5. What do you like about our product/service?
This gives you the chance to get some positive feedback. Knowing what you’re getting right is important because it gives insight into your customers’ thoughts and needs.
If you're not already, build on what you're good at and use that as your selling point. Positive feedback like "easy to use" and "great quality" show your strengths. Knowing what customers appreciate helps you focus on these areas, keeping current customers and bringing in new ones.
6. What do you not like about our product/service?
Now, the counter to the previous question. These questions are great to pair together to get the good and the bad of your product or service.
This gives you direct feedback on what's frustrating your customers and what they strongly dislike. Feedback like "too complicated" or "poor quality" highlights serious issues you must fix. Understanding these dislikes helps you make those changes sooner rather than later, avoiding lost customers.
7. How easy is it to use our product/service?
The easier it is for customers to use a product or service, the more likely they will use it.
Customer friction is real, and finding how easy your product/service is to use can help reduce it. This is a quick way to identify any usability issues or roadblocks customers experience.
This is a quick way to keep customers engaged and your product or service engaging and accessible.
8. What are your favorite features/services?
This question is similar to the previous one in some ways. However, it focuses on what your customers love most, so you know your standout features.
Knowing your customer's sentiments helps maintain and improve products to meet customers' needs. A satisfied customer is a repeat customer.
9. What can we do to improve your experience?
It's perhaps even more important to know where you're going wrong.
This question can help you pinpoint your areas for improvement so you can get to work on them. It can also turn what could become negative reviews into something more useful. If unhappy customers feel they're being heard directly, they'll be less likely to take to social media.
It signals to customers that you're committed to their satisfaction and willing to evolve and adapt to meet their needs.
10. How well does our product/service meet your needs?
A fast and accurate way to measure customer satisfaction.
By asking this, you can determine if there is a gap between what you offer and what customers want. Higher scores mean you're doing a great job of meeting demand. Lower scores mean you have a lot of room for improvement.
Also, lower scores don't mean you have a bad product or service — they mean you need to align it more with customer expectations.
Questions like this are usually offered a multiple choice of "Very Well," "Well," "Neutral," "Poorly," or "Very Badly" so that it's easier to get a quantitative figure of how many people are happy or unhappy.
11. How responsive have we been to your questions or concerns?
Similar to the question about customer support, this question targets its effectiveness.
Asking how responsive your team has been can help you see if it meets expectations. This is a fast way to improve customer service processes. Maybe you need to hire more customer support for faster responses, or maybe there's a gap in the customer service chain, leading to slow response rates.
Either way, improving this will have a direct impact on customer satisfaction.
12. Would you like to add any other comments or suggestions?
This section is handy because it lets customers express anything not covered.
It's an open invitation for feedback, whether good or bad. This helps you get all the insights and feedback you need to ensure you don't miss anything. Also, showing you're open to all feedback shows you truly value customers' opinions.
Open-ended questions require more effort to answer. So, try to limit the number of these types of questions to two or three.
13. How would you rate the value for money of our product/service?
This multiple-choice question could help you understand how much value people get from your product or service.
If people feel it's not good value for money, this could be a reason for a smaller customer list. You can then focus specifically on developing the value of your product or service or revisiting your pricing structure.
14. What feature/service would you like to see next?
Nothing makes a customer feel more valued than like they're a direct part of the product development process.
Asking what they want to see next means you understand their priorities/wants. This feedback gives you direction for any future updates or releases.
If you want a sure way to boost customer satisfaction and loyalty, this is it.
Ready to boost customer satisfaction?
So, there are 14 sample customer satisfaction survey questions to get started.
But don't just get the questions and stop here. It's time to take action to improve your customer journey. And that starts by creating a customer satisfaction survey now! If you're using WordPress, we recommend checking out our form builder plugin, Formidable Forms.
It has everything you need to create surveys today to gather customer feedback. So click the button below to start!
And join our community on Facebook, Twitter, and YouTube to learn more survey best practices!
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