Customer satisfaction

What questions should you ask in a customer satisfaction survey?

October 13, 2020
Marc Thomas
Co-founder

A list of some common customer satisfaction survey questions that you can use including NPS, CSAT, CES and more.

Well, if you skipped right past the last article in this guide, then maybe give that a quick read and save yourself a lot of effort.

But if you can’t be persuaded to save time using one of our custom templates, then we’ve got you covered here with a big list of potential customer satisfaction survey questions.

No explanation here for these. We just want to do a big brain dump. But if you are looking for a template, there’s a lot of them here.

NPS questions

  • How likely are you to recommend {{Company}} to a friend?
  • How likely are you to recommend {{Company}} to a colleague?
  • How likely are you to recommend {{Company}} to a family member?
  • How likely are you to recommend {{Product or Service}} to a friend?
  • How likely are you to recommend {{Product or Service}} to a colleague?
  • How likely are you to recommend {{Product or Service}} to a family member?
  • On a scale of zero to ten, how likely are you to recommend {{Company}} to a friend or colleague?
  • On a scale of zero to ten, how likely are you to recommend {{Company}} to a family member?

Follow up NPS question

NPS surveys often have a second question which asks for clarification of the score that has been given in the first question. Here’s a few examples:

  • What is the primary reason for your score?
  • Thinking of the score you just gave {{Company}}, what is the main reason for that score?

A good way to frame this question is to address the specific score in this question.

  • We’re sorry to hear that you wouldn’t recommend us, and we’d love an opportunity to learn more about what we could do to improve. What could we be doing better?
  • You scored us a 6. What could we do to improve your experience?
  • We’re happy to hear that you’d recommend us to your friends and family! Is there anyone who you think could currently benefit from using doopoll that you would introduce us to?

CSAT questions

  • How would you rate {{Product or Service}} on a scale of 1 (lowest) – 5 (highest)?
  • How satisfied are you with {{Product or Service}} on a scale of 1 (lowest) – 5 (highest)?
  • How happy are you with {{Product or Service}} on a scale of 1 (lowest) – 5 (highest)?

CES questions

  • How easy did we make it to solve your problem? 1 (Very Difficult) – 5 (Very Easy)
  • How much do you agree to the following statement: {{Company}}’s service made it easy for me to make the purchase.
  • How much do you agree to the following statement: The {{Company}} website makes shopping easy for me.
  • How much do you agree to the following statement: The support team helped me resolve my issue easily.

Post purchase questions

  • Thinking of the purchase you made recently: how easy was it to find the right product for you?
  • Did the sales team meet your expectations around ease of purchase?
  • How easy was it to buy the product?
  • Based on the {{Product or Service}} you bought, how likely are you to buy a similar thing from us in future?

Open ended questions

  • What was missing or disappointing in your experience with us?
  • Which features do you value/use the most?
  • How can we improve your experience?
  • What do you like most about {{Company}}?
  • What do you like least about {{Company}}?

These should offer a really good variation of questions that you can ask if you decide to write your own survey. But remember: be sure to make your survey align to the goals of your strategy.

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