Customer Satisfaction Survey Questions: 5 Free Templates

Customer satisfaction is at the core of human experience, reflecting our liking of a company?s business activities.

High levels of customer satisfaction (with pleasurable experiences) are strong predictors of customer retention, customer loyalty, and product repurchase.

Effective businesses focus on creating and reinforcing pleasurable experiences so that they might retain existing customers and add new customers.

Properly constructed customer satisfaction surveys provide the insights that are the foundation to creating and reinforcing pleasurable customer experiences.

Since we?ve already talked about when customer satisfaction should be measured, along with some key customer satisfaction measurements, and different types of customer expectations that can affect your satisfaction measurement, it?s time to give some specific examples of satisfaction surveys.

Here are 5 customer satisfaction survey question templates you use right away to start properly measuring customer satisfaction. Keep in mind, all of these satisfaction surveys come pre-made and ready to use when you sign up for a Qualtrics Research Suite account.

2. Satisfaction and Customer Retention: General

Dear Customer:

Thank you for giving us the opportunity to better serve you. Please help us by taking a few minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for ?? We hope that you will accept this as a token of our good will.

Sincerely, [MANAGER_NAME] Manager

How often do you typically use the product?

Once a year
Daily
Weekly
Once a month
Every 2-3 months
2-3 times a year less often
Do not use

How did your [PRODUCT] perform?

How important was performance on these attributes?

Overall, how satisfied were you with your new [PRODUCT]?

Not at all satisfied
Somewhat Satisfied
Satisfied
Very Satisfied
Delighted

Have you ever contacted customer service?

Yes
No

If you contacted [COMPANY] customer service, have all problems been resolved to your complete satisfaction?

Yes, by the company or its representatives.
Yes, by me or someone outside the company
?? No, the problem was not resolved

Based on your awareness of [PRODUCT/SERVICE],is it better, the same, or worse than other brands of [ENTER CATEGORY}?

Much Better
Better
About the same
Worse
Much Worse

Please share with us a few things Product/Service] could do better.

Based on your experience with [PRODUCT], how likely are you to buy [PRODUCT] again?

Definitely will
Probably will
Might or might not
Probably will not
Definitely will not

Based on your experience with [PRODUCT], would you recommend this product to a friend?

Definitely will
Probably will
Might or might not
Probably will not
Definitely will not

If you would like to share any additional comments or experiences about [PRODUCT], please enter them below.

3. Customer Satisfaction: NPS

Net Promoter Score NPS (General)

Researcher Note:

The *Net Promoter Score is a common test of customer satisfaction that was made popular by Fred Reichheld of Bain & Company.

The score is calculated based upon one question (used twice in this survey) by sorting respondents into Promoters (High), Neutrals (Middle) and Detractors (Low), then subtracting the percentage of respondents that are Detractors from the percentage that are Promoters.

This survey calculates the Net Promoter Score for two instances: the purchase of an iPad, and overall feelings of Apple. In addition, it collects other feedback and demographic information for future segmentation.

*The Net Promoter Score is a registered trademark of Fred Reichheld, Bain & Company and Satmetrix.

Considering only your most recent purchase experience, how likely would you be to recommend the purchase of an Apple iPad to a friend or colleague? (0 is not at all likely, 10 is extremely likely)

Not at All Likely (0)
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
Extremely Likely (10)

Considering your complete experience with our company, how likely would you be to recommend our company to a friend or colleague? (0 is not at all likely, 10 is extremely likely)

Not at All Likely (0)
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
Extremely Likely (10)

(FEEDBACK FOR IMPROVEMENT) What can we do in the future to earn a score of 9 or 10?

What did we do really well?

What can we do to be even better?

Finally, please tell us a little about yourself?

What is your gender?

Male
Female

How old are you?

Under 13
13-17
18-25
26-34
35-54
55-64
65 or over

What is your current marital status?

Single, never married
Married without children
Married with children
Divorced
Separated
Widowed
Living with partner

What is the highest level of education you have completed?

Less than High School
High School / GED
Some College
2-year College Degree
4-year College Degree Masters Degree
Doctoral Degree
Professional Degree (JD, MD)

4. Customer Satisfaction: Product

Purchase Satisfaction: How much do you agree or disagree with the following statements about [PRODUCT]?

How much do you agree or disagree with the following statements about [PRODUCT]?

Conclusion?

All 5 of these customer satisfaction surveys (plus many many more) come pre-packaged within Qualtrics Research Suite.

Go sign up for a free trial and get busy properly measuring customer satisfaction.

This post is part of the Customer Satisfaction 101 series put together by Scott Smith Ph.D. Click here to see more.

Source: http://www.qualtrics.com/blog/customer-satisfaction-survey-questions/

animal house invincible jesse jackson whitney houston funeral video tyler perry whitney houston r kelly r. kelly