Blog

5 Questions to Ask on Customer Satisfaction Surveys

Blog

5 Questions to Ask on Customer Satisfaction Surveys

Blog

5 Questions to Ask on Customer Satisfaction Surveys

Blog

5 Questions to Ask on Customer Satisfaction Surveys

Blog

5 Questions to Ask on Customer Satisfaction Surveys

Blog

5 Questions to Ask on Customer Satisfaction Surveys

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Blog

5 Questions to Ask on Customer Satisfaction Surveys

Sarah Quezada
/
March 3, 2015
Blog

5 Questions to Ask on Customer Satisfaction Surveys

MIN
/
March 3, 2015
About the Episode
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Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.
Blog

5 Questions to Ask on Customer Satisfaction Surveys

Blog

5 Questions to Ask on Customer Satisfaction Surveys

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Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.
Panelists
No items found.
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5 Questions to Ask on Customer Satisfaction Surveys

Use this proven formula to create successful customer satisfaction survey questions that gather helpful feedback to guide your business.
Download InfographicDownload Infographic

Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.

Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.

Collecting payments with online forms is easy, but first, you have to choose the right payment gateway. Browse the providers in our gateway credit card processing comparison chart to find the best option for your business. Then sign up for Formstack Forms, customize your payment forms, and start collecting profits in minutes.

Online Payment Gateway Comparison Chart

NOTE: These amounts reflect the monthly subscription for the payment provider. Formstack does not charge a fee to integrate with any of our payment partners.

FEATURES
Authorize.Net
Bambora
Chargify
First Data
PayPal
PayPal Pro
PayPal Payflow
Stripe
WePay
ProPay
Monthly Fees
$25
$25
$149+
Contact First Data
$0
$25
$0-$25
$0
$0
$4
Transaction Fees
$2.9% + 30¢
$2.9% + 30¢
N/A
Contact First Data
$2.9% + 30¢
$2.9% + 30¢
10¢
$2.9% + 30¢
$2.9% + 30¢
$2.6% + 30¢
Countries
5
8
Based on payment gateway
50+
203
3
4
25
USA
USA
Currencies
11
2
23
140
25
23
25
135+
1
1
Card Types
6
13
Based on payment gateway
5
9
9
5
6
4
4
Limits
None
None
Based on payment gateway
None
$10,000
None
None
None
None
$500 per transaction
Form Payments
Recurring Billing
Mobile Payments
PSD2 Compliant

Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.

Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.

Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.

Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.

Post last updated October 14, 2019.Most companies ask for customer feedback. And if you follow up with enough incentives, your surveys will get answered.There’s only one problem: Most customer satisfaction surveys result in watery, unreliable feedback.People are whizzing through checkboxes for a chance to win something. Or they’re ranting about one bad experience. They’re not thinking long and hard to give you deeply insightful answers. And if your questions don’t relate directly to the experiences they had, they’re even less likely to give them much thought.It’s not them. It’s you. The questions you ask and how they are worded matter. A lot. The way to get useful survey results is to stick to a proven formula.[Tweet "The questions you ask on a customer satisfaction survey matter a lot. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer's help ticket has been resolved. These questions will help you capture meaningful feedback you can put to work throughout your business to create a better customer experience in the future.

1) Was your issue resolved to your satisfaction?

We start with this question because it gives key insight and is easy to answer. A quick “yes” or “no” tells you how well your customer service team is doing its job. For “no” answers, you can use Conditional Logic to ask the respondent for suggestions on how the situation could have been handled differently.

Learn More: How to Write Survey Questions People Will Actually Answer


2) How professional was the service you received?

This question is important for customer satisfaction surveys because it provides a deeper look at how your employees are perceived. Using the Matrix Field will allow customers to quickly rate their overall experiences. Responses may lead you to consider additional training or employee evaluations.

3) How helpful was your customer service rep?

Now you’re really digging. If you stick to questions that focus only on general interactions, it’s tough to identify areas for improvement. Ask how helpful specific reps are, and you can learn if employees are going out of their way to solve issues or merely churning through calls and chats.

Read Next: Creating Effective Online Surveys: The Ultimate Guide


4) Based on the service you received, how likely are you to recommend this product to others?

It may seem like a stock customer satisfaction survey question, but psychologically, this one’s very important. People contact customer service to solve a problem. When customers are still willing to recommend something after interacting with your team, it’s a sure sign they’re getting the assistance they need to remain loyal to your brand.

5) Is there anything you’d like to add?

At this point, many customers will have nothing left to say. Still, this question can yield important insights—both good and bad—you might otherwise never uncover. Don’t make it a required field, but definitely end your survey with it.
The key is to ask customer satisfaction survey questions that can be answered both quickly and thoughtfully. Using these 5 questions will ensure your customers provide helpful insights you can use to transform your business and boost revenue.

Creating customer satisfaction surveys is easy with Formstack. Visit our online surveys page to learn more about the features and functionalities that make our form builder a great survey tool.
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