15+ Must-ask client satisfaction survey questions to ask
When a client faces a problem with a company they take service from, they rarely complain and demand change. Instead, they opt to go for a rival company. For this reason, it is crucial to ask them about potential challenges before they become irreversible disasters.
That is why we have gathered 15+ examples of client satisfaction survey questions with their importance to guide you into your next survey. We also added some details, such as when to have them and how to create them easily. Without further ado, let us get started!
What is a client satisfaction survey?
A client satisfaction survey is a type of survey where business owners, marketers, or managers ask a number of questions to collect their opinions.
This is a very crucial step towards success as the clients are the number one source and goal of any company. The collected data can be used to form new business strategies and to improve the older ones. They are also a good way to make sure the current implementations are working properly. The question topics that are asked can be about:
- The quality of a product/service
- The effectiveness of customer support
- The comments about the prices
- Simplicity of the website
- Design of the product
- Overall Feedback
When to conduct a client satisfaction survey
Using a client satisfaction survey should be planned and done at strategic times. You would not want to bother your clients by bombarding them with surveys. That will only irritate them, and they will not take your surveys.
Instead, you can plan a schedule and share your surveys in a timely matter, for instance, post-purchase, following a major update to your product/service, around the time of subscription renewals, and customer milestones. Also, quarterly or annually done surveys are acceptable too, as long as you do not overwhelm your clients by doing them too frequently.
Benefits of client satisfaction surveys
The marketplace is very competitive, with many competitors who offer the same thing as you. You can ensure customer loyalty, simplicity of the customer journey, and effectiveness of the customer service team by asking for feedback from them. Here are some other benefits of client satisfaction surveys:
Pros of client satisfaction surveys
- It is a great way to collect feedback from the clients in a planned and organized way.
- Businesses can easily identify the areas that need improvement and make changes accordingly.
- Client satisfaction surveys are the best way of measuring customer satisfaction levels systematically.
- Businesses can identify the factors that improve customer service experience for loyal customers. Then, they can focus on working on those factors.
- Knowing what you do is appreciated by clients improves the morale of the employees.
15+ Excellent client satisfaction survey questions for your business
What you ask in your survey is as important as how you ask them and when you ask them. If you ask too generic questions or too detailed questions with wrong wordings, you may not get the maximum results. Now, let us share 15+ client satisfaction survey questions that will improve the response rate and quality of the data with some possible answer options:
1 - Where did you first hear about us?
- Online advertisement
- Social media
- Word of mouth
- Search engine
- Print advertisement
- Email marketing
This is a good question that shows where the traffic is coming from. You may be surprised about the answers and focus your energy on that source, or you may realize the source that you put your energy towards does not generate new customers at all.
2 - Why did you choose our service/product over other options?
- I was impressed by the positive reviews and recommendations from other customers.
- Your service/product offered the best value for the price.
- I was drawn to the unique features and benefits of your service/product.
- Your service/product had a better reputation and track record compared to others.
- The convenience and ease of use of your service/product stood out to me.
- I appreciated the excellent customer service and support provided by your team.
- Your service/product had a more user-friendly interface and design.
- I was looking for a specific solution, and your service/product met my needs perfectly.
This question allows you to understand what sets you apart from the market competitors. Other companies must offer the same deals as you, but there is a reason your clients choose you. It could be the quality of service, pricing, customer service, or fast solutions.
3 - What is your main concern about our service/product?
- Quality of service/product
- Price of service/product
- Customer support
- Delivery time
- Compatibility with other products/services
- User-friendliness
- Reliability
- Lack of features/functionality
- Security/privacy concerns
There might be a concern on the minds of the clients that could make them go to the other competitors. And the worst thing would be if it was a very small detail that could easily be fixed. You can not know about them without asking.
4 - How can we improve our website?
- Implement a user-friendly interface
- Add more visually appealing graphics
- Improve website loading speed
- Include customer reviews
- Enhance website navigation
- Make the website mobile-responsive
- Integrate social media sharing buttons
- Provide a live chat feature for customer support
- Offer personalized product recommendations
- Add a search bar for easier navigation
- Include a FAQ section for common inquiries
- Offer multiple payment options
- Implement a rewards or loyalty program
- Provide detailed product descriptions and images
- Conduct user testing and gather feedback for improvements
This is an open-ended question that may generate a number of responses. The clients may feel that they are satisfied with the website, or they may have complaints about it, such as too many ads, it taking too long to load, or the confusing interface.
5 - How would you describe the process of buying?
- Efficient and user-friendly.
- Could use some improvements to make it more streamlined.
- I have had a positive experience with the purchasing procedure and have no complaints.
- Could benefit from more transparency and clear instructions.
- too complicated and time-consuming.
- Well-organized and easy to navigate.
- Frustrating and confusing.
- I have a neutral opinion on the purchasing procedure, as it has not stood out to me in any particular way.
- It is efficient but could use some updates to keep up with changing technology.
You can ask this question when you think there is a fall in sales. If you ask this question to your existing customers, you can identify if the buying process is confusing or has problems that make the customer experience difficult.
6 - What convinced you to buy our service/product?
- Positive reviews
- Personal recommendation
- The product/service met my specific needs
- The price was competitive
- Free trial or demo
- The company's reputation and credibility
- Money-back guarantee
- Special offer or discount
- User-friendly interface
- Good return policy
This question helps you identify what hooks the majority of your customers to your services. First impressions and what persuades them to be your client matters. That’s why you can find this out and focus on that for new potential customers.
7 - What almost stopped you from being our customer?
- Price
- Poor customer service
- Bad product quality
- Negative reviews
- Lack of trust in the brand
- Difficulty navigating website
- Long wait times
- Limited product selection
- Unsatisfactory return policy
- Shipping delays
The thing customers feel that might cause trouble when they first become a client is important. That weak factor may turn into a bigger issue or even make the customer leave altogether. Therefore, this question shows the weakest chain in your business.
8 - What do you like most about our service/product?
Asking this question is a good way to know what parts of your company the clients appreciate the most. You can take the majority of the answers and make sure you do not risk their contentment by making changes for the worse.
9 - What do you like the least about our service/product?
This may sound too blunt for a satisfaction survey, but it should be asked in an open-ended way. You should show your clients you appreciate honesty and will work towards being a better company for them. Because even satisfied customers will have ideas that may need improvement.
10 - Was our customer support team able to help you quickly and effectively?
- Yes, they were very helpful and resolved my issue quickly.
- No, I had to wait a long time for a response, and my issue was not resolved.
- I was satisfied with the level of support I received.
- The customer support team was able to help me, but it took longer than expected.
- I was disappointed with the customer support I received.
- I had to contact the customer support team multiple times before my issue was resolved.
- The customer support team was able to help me, but the process was confusing.
- I had a negative experience with the customer support team
When clients pay for a product or service, they expect to find help when they need it. And, no matter how satisfied they are with your product or service, if they think the customer support is not effective enough, this may be the thing that pushes them to another company.
11 - What can we do to turn you into a loyal customer?
- Offer exclusive discounts and promotions
- Provide exceptional customer service
- Create a loyalty program with rewards
- Improve the quality of our products/services
- Listen to your feedback and make improvements
- Offer free shipping or delivery
- Provide a hassle-free return policy
- Send personalized thank-you notes or gifts
- Provide educational resources or tutorials
- Collaborate with other businesses to offer exclusive deals
- Host exclusive events or sales for loyal customers
- Create a community for loyal customers to connect and share experiences
You can ask this question during an after-purchase survey or when they visit your website. The answers of clients will show what your client demographic appreciates the most. You can focus on improving that, or you can implement similar initiatives.
12 - Would you recommend our services to a friend?
- Yes, I would definitely recommend your services to a friend.
- No, I have not been satisfied with your services and would not recommend them.
People usually do not recommend services that they are really pleased with. This is an indirect way of asking if they are content with what you offer. You can ask this question on a rating scale or as a simple yes or no question. You can also add a condition on this question to show another question asking why they rate low.
13 - Do you think our services are worth the price?
- Definitely worth it!
- It's a fair price for the quality of service.
- I don’t think it’s a good value.
Companies feed on money revenue, and that’s a fact. But the prices should also be optimal for clients to be able to afford them and not think they are too much. By asking this question, you can make sure to have a decent price for yourself and enough to compete with other competitors.
14 - Which method of communication would you be most comfortable with?
- Phone call
- Text message
- Video call
- In-person meeting
Some clients do not appreciate phone calls for follow-up details and find emails and messages more effective. And other clients think phone calls are faster and more effective. By asking this question, you can have targeted ad methods to use for various clients.
15 - How user-friendly is our website?
Nowadays, most transactions take place online. And, even if this is not the case for your business, having a strong online presence is a key element for success. That is why you should make sure you are not losing any clients because your website takes too long to load or there are some confusing parts.
16 - Is there anything you would like to add?
It is a great idea to ask this question at the end of your survey to give the customers space to talk freely. They may write about a subject you have not thought to ask and would be left unmentioned otherwise.
How can I create a client satisfaction survey?
A customer satisfaction survey template that is free and easy can easily be found in the right source. A useful survey maker, such as forms.app will be the number one helper while creating custom surveys. It is quite easy to find your way around the website, but additionally, let us go through how to create a client satisfaction survey step-by-step:
1. Go to forms.app and log in
The first step is to go to the website and easily create your account. It is free to use with more than 4000 ready-to-use templates. Once you log in to your account, you can get started immediately.
Log into your account
2. Go to 'Templates' and use one of the existing ones
Go to the templates page, and under the title 'Survey,' find the most appropriate one for you. For example, the client satisfaction survey template is a good one to go through. You can make the form as long as you want with different question types that focus on various details. If you want to find more questions, you can also check out 25 great customer satisfaction survey questions.
💡Pro tip: When you click on the CREATE FORM button, you will see two options before you. The option that says 'blank' will take you to a page to create your form from scratch. Then, you can build your survey from the ground up.
Choose a template
3. Or create your survey using AI 💻
The other option that says 'generate with forms.app AI' is the AI feature that is the best helper for building your surveys. Basically, you give it a prompt, and it makes the survey for you in seconds. For instance, you can write, 'Create a client satisfaction survey with 7 questions', and see the magic for yourself. It really saves time and allows you to be creative as much as you want!
💡PRO TIP FOR AI #1: It is also possible to use AI on individual questions for various purposes. For example, if you click on one of the questions, you will see the purple AI icon on the right side. By clicking on it, you can rewrite the question with different tones.
💡PRO TIP FOR AI #2: You can even get AI to generate response options for yourself by clicking on the settings icon on the questions and using the 'generate options with AI' option. Therefore, when you have the questions ready, you can also have multiple response options ready in no time!
Try forms.app AI survey tool
4. Make your survey aesthetic
Go to the design option and choose a different background image if you want. You can even edit the writing font, color, and size. This way, you can fit the survey to the colors of your company logo. Once you are satisfied with all the changes, click on the eye icon on the upper right side of the page, take a look at your survey, and see if you are satisfied with it.
Customizing the design of your survey
Tips to follow
Using questions for client satisfaction surveys to collect information on the customers and the company is a great and easy way to accomplish your goal. Basically, the clients answer the questions you provide them with and answer them. But it is also important to keep some details in mind to collect the most information.
If you use the wrong format or keep it too long and complicated, people are more than likely to leave the survey without finishing it. And what good does it do when you have no data to use to improve your business? Some useful tips are:
✅Make sure to use unbiased language
Always use unbiased language and gather questions that touch on different details. If you fail to do that, the data you collected would be unreliable. When you write the questions, do not push clients to answer in a certain way.
For example, if you are gathering yes or no customer service survey questions, do not say, 'I believe the simplicity of the website makes it easy for me to find my way.' Instead, phrase the sentence as 'The website is easy enough to use.'
✅Keep the survey as short as possible
Do not use the same questions over and over with a different format. It may improve the accuracy of the data, but if you overdo it, you may push the clients away. There is not really an official optimal number of questions to ask in a survey. However, keeping the survey short will make sure the clients complete it.
✅Use different types of questions
Using different question types on the sample client satisfaction survey questions will make the survey look more interesting and will provide the company with different data. For example, forms.app offers numerous question types, including open-ended questions, multiple-choice questions, checklists, ratings, and image selection questions. For more information, you can check out the ultimate question guide.
Final words
In this article, we have gathered customer satisfaction survey questions for the service industry and businesses alike to help you with your surveys. They are a great way to collect information in a timely and planned manner. The most important factor to have in mind is not to overwhelm the clients. If you send them surveys that are too long too often, do not expect them to complete all of them.
If you keep the tips in mind and follow the steps of how to do them, you should not have any problems. You can also check out this article on customer satisfaction statistics to guide you into the minds of precious customers. Good luck with your next survey!
