Customer experience survey questions

Here's MyCustomer.com's own advice on this topic, with industry experts outlining what to ask customers in your survey and how to encourage engagement.

https://www.mycustomer.com/topic/customer-experience/what-questions-should-you-ask-your-customers-survey/162555

Hope it proves useful!

In our opinion, the number of questions in a customer survey should be between 5 and 10. After 10 questions, the attention of the respondent decreases significantly, affecting both quality of feedback and response rates. 

Another important attention point is to keep the questions and answers clear and short. Please find below the customer experience survey questions which are included in our templates. This template and other templates can be found on our website: http://surveyanyplace.com/questionnaire-design/

Hello!

How'd we do? Your satisfaction is very important to us. Please answer a few quick questions. Thanks!

Question 1: Overall, how satisfied were you with our product / service?

 Very satisfied  | Satisfied  | Neutral  | Unsatisfied | Very unsatisfied

Any comments?

Question 2: Would you recommend our product / service to colleagues or contacts within your industry?

 Definitely  | Probably  | Not sure |  Probably not | Definitely not

Any comments?

Question 3: Would you use our product / service in the future?

 Definitely  | Probably | Not sure | Probably not | Definitely not

Any comments?

Question 4: How long have you used our product / service?

 Less than a month |  2-12 months |  1-3 years | Over 3 Years

Question 5: How often do you use our product / service?

 Once a week  | 2 to 3 times a month  | Once a month | Less than once a month

Question 6: What aspect of our product / service were you most satisfied by?

 Quality  |Price | Purchase experience | Installation or first use experience  |Usage experience  Customer service | Repeat purchase experience

Any comments?

Question 7: What aspect of our product / service were you most disappointed by?

  Quality  |Price | Purchase experience | Installation or first use experience  |Usage experience  Customer service | Repeat purchase experience

Any comments?

For any customer experience survey, it is important that the survey is branded in the colors and using the logo of the surveying organization. This makes the survey more recognizable for the respondent, resulting in higher response rates. More information about branded and white-label surveys can be found here: http://surveyanyplace.com/white-label-surveys/

1. The long list of questions and statements above is designed a) for B2B customer satisfaction surveys and b) to get the thought process going.
2. In terms of the number of questions, InfoQuest limits surveys to a maximum of 60 questions and statements. Our high response rate is one of our USPs. It is currently averaging just over 70% (worldwide) and we believe that posing more than 60 question and statements could have an adverse effect on the response rates.
Stefan - I would advise that you do not use your question 4 in a B2B survey as it suggests that you don't know the customer. (It might be OK if you are interviewing someone as they leave a shop).
If anyone is interested, there is guide How To Increase Survey Response Rates - http://infoquestcrm.co.uk/how-to-increase-response-rates/

Hi David Gates,

Here is some Best Survey Questionnaire, Let me know how it worked for you.

https://www.surveysensum.com/blog/net-promoter-score-nps-survey/

Looking forward to hearing from you :)

Best
Piyush