How to Write Customer Survey Questions
Customer surveys are a great way to measure customer satisfaction. If you need to measure customer satisfaction with a service or product, or gather improvement suggestions from customers, a customer survey is the perfect tool. Survey results can be used to improve products or services to positively change the customer experience.
- Difficulty:
- Moderately Easy
Instructions
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1
List each product feature that you want to evaluate. These might include ease of use, flavor, durability, etc.
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2
Identify customer service characteristics that you want to evaluate. These characteristics might include friendliness, effectiveness, time on call, etc.
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3
Determine other areas you want to evaluate. For example, technical support.
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4
Decide what question types would best measure each item listed in steps 1-3. For example, if you want to rate the effectiveness of a customer service rep, a Yes/No question gives feedback in harsh extremes, while a Likert scale (rate from 1-10) tells you more. If you want details about each customer's experience, a open-ended question with unlimited text response is a great option.
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5
Write at least one survey question for each item listed in steps 1-3.
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6
Conclude the survey with a generic, open-ended question that allows the customer to give any additional feedback. If a customer had a particularly good or bad experience, he can share his experience in a short narrative. This is often the most detailed and valuable feedback.
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1
Tips & Warnings
A variety of question types (Yes/No, Likert scale, multiple choice, etc.) keeps the customer engaged and interested in the survey. A long series of the same type of question bores the customer and may cause the customer to rush through the survey, which can produce inaccurate answers.
