When you’re creating a customer satisfaction (CSAT) survey, it’s crucial to ask the right questions to get meaningful insights. Below, I’ve outlined 50 customer satisfaction survey questions across different categories, from general satisfaction to product-specific questions. These examples will not only help you measure satisfaction but also guide improvements in your product or service.
1. General Customer Satisfaction Questions
These questions provide a broad understanding of how satisfied customers are with your product, service, or overall experience. They are essential for gaining a high-level view of customer sentiment.
| Question |
Type of Question |
| How satisfied are you with our product/service overall? |
Likert Scale (1-5) |
| How satisfied are you with your overall experience with our company? |
Likert Scale (1-5) |
| To what extent did we meet your expectations? |
Likert Scale (1-5) |
| How would you rate your recent experience with our support team? |
Likert Scale (1-5) |
| How would you describe the quality of our product/service? |
Likert Scale (1-5) |
2. Net Promoter Score (NPS) Questions
Net Promoter Score (NPS) measures customer loyalty by asking how likely they are to recommend your product or service. It helps you identify promoters (loyal customers), passives, and detractors who may require attention.
| Question |
Type of Question |
| On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague? |
NPS (0-10) |
| Why did you give us that score? |
Open-Ended |
| What could we do to improve your experience and increase your likelihood to recommend us? |
Open-Ended |
| How likely are you to recommend us based on your most recent interaction? |
NPS (0-10) |
| How likely are you to continue using our product/service? |
Likert Scale (1-5) |
3. Customer Effort Score (CES) Questions
These questions measure how easy it is for customers to interact with your product or service. The lower the customer effort, the more likely they are to continue using your service.
| Question |
Type of Question |
| How easy was it to interact with our customer service team? |
Likert Scale (1-5) |
| How easy was it to find what you were looking for on our website? |
Likert Scale (1-5) |
| How easy was it to navigate through the product/service? |
Likert Scale (1-5) |
| How easy was it to complete your purchase? |
Likert Scale (1-5) |
| How much effort did you have to put in to solve your issue? |
Likert Scale (1-5) |
4. Post-Purchase Questions
These questions are essential for understanding the immediate satisfaction of customers after they have made a purchase. They help you identify issues with the buying process and determine how well your product meets expectations.
| Question |
Type of Question |
| How satisfied are you with your recent purchase? |
Likert Scale (1-5) |
| Did our product meet your expectations? |
Yes/No |
| How would you rate the checkout process? |
Likert Scale (1-5) |
| How satisfied are you with the delivery process? |
Likert Scale (1-5) |
| Was the product/service as described? |
Yes/No |
5. Product/Service-Specific Feedback
These questions dive deeper into specific product features or aspects of your service, helping you understand what resonates with customers and what needs improvement.
| Question |
Type of Question |
| How well does [specific product feature] meet your needs? |
Likert Scale (1-5) |
| How would you rate the ease of use of [specific feature]? |
Likert Scale (1-5) |
| How useful do you find [specific product feature]? |
Likert Scale (1-5) |
| How well does [specific service] solve your problem? |
Likert Scale (1-5) |
| How satisfied are you with the quality of [specific product feature]? |
Likert Scale (1-5) |
6. Customer Support Experience
Customer support is a crucial touchpoint for customer satisfaction. These questions allow you to measure how effective and efficient your support team is in resolving issues.
| Question |
Type of Question |
| How satisfied are you with the response time of our support team? |
Likert Scale (1-5) |
| How knowledgeable was the support representative? |
Likert Scale (1-5) |
| Was your issue resolved to your satisfaction? |
Yes/No |
| How satisfied are you with the resolution provided by our support team? |
Likert Scale (1-5) |
| How easy was it to contact our support team? |
Likert Scale (1-5) |
7. User Experience and Usability
These questions assess how intuitive and user-friendly your product or service is. They help you identify areas where customers may face challenges in navigation or ease of use.
| Question |
Type of Question |
| How easy was it to navigate our website/app? |
Likert Scale (1-5) |
| How satisfied are you with the overall design of our product? |
Likert Scale (1-5) |
| How intuitive do you find the navigation within our product? |
Likert Scale (1-5) |
| How satisfied are you with the performance of our website/app? |
Likert Scale (1-5) |
| How would you rate the speed of our website/app? |
Likert Scale (1-5) |
8. Value for Money
These questions focus on how customers perceive the value they receive from your product or service. They are critical for understanding if customers feel they are getting what they paid for.
| Question |
Type of Question |
| How would you rate the value for money of our product/service? |
Likert Scale (1-5) |
| Do you feel the product/service is priced fairly? |
Yes/No |
| How likely are you to purchase from us again based on the price of the product/service? |
Likert Scale (1-5) |
| How does our pricing compare to similar products/services you’ve used? |
Likert Scale (1-5) |
| Do you believe our product/service provides good value for the price? |
Yes/No |
9. Customer Expectations
These questions help you assess whether your product or service is meeting or exceeding customer expectations. By understanding where expectations fall short, you can make improvements to align with customer needs.
| Question |
Type of Question |
| Did our product/service meet your expectations? |
Yes/No |
| How well do our product features meet your needs? |
Likert Scale (1-5) |
| How likely are you to try new products/services from our company? |
Likert Scale (1-5) |
| How satisfied are you with the variety of product/service options we offer? |
Likert Scale (1-5) |
| How would you rate the accuracy of our product/service descriptions? |
Likert Scale (1-5) |
10. Loyalty and Retention Questions
Loyalty questions measure how likely customers are to continue using your product or service in the long run. These questions help you assess retention and understand the reasons behind continued usage or churn.
| Question |
Type of Question |
| How likely are you to continue using our product/service? |
Likert Scale (1-5) |
| How likely are you to repurchase from us in the future? |
Likert Scale (1-5) |
| How likely are you to try other products/services we offer? |
Likert Scale (1-5) |
| How satisfied are you with our company overall? |
Likert Scale (1-5) |
| What is the primary reason you continue using our product/service? |
Open-Ended |
Final Thoughts
By organizing your customer satisfaction survey using these well-structured question types, you can collect a mix of quantitative and qualitative data that drives actionable insights. Use the right types of questions for different aspects of customer experience, and always be ready to refine your survey based on the feedback you receive.
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