“What’s best for your customers is best for your business” – These words have stood the test of time and have proven to be the most effective advice for businesses all across the globe.
Customer feedback has proven to be one of the most important metrics for businesses to evaluate to thrive in the 21st century. Hence, businesses today are practicing the implementation of customer feedback surveys for their customers as they check out. This helps businesses in finding the exact insights they need from their customers to elevate the quality of their services.
Building up customer feedback surveys is the most crucial part of setting up a customer feedback survey software for businesses. Getting valuable insights from customers is as prevalent now as bringing in transactional customers to your business.
Hence, it is imperative that the questions asked in a customer survey be as targeted and precise as possible to gain those insights to evolve and elevate your business. Here are the 5 most important questions that you must ask in your customer feedback survey:
1. How Satisfied Were You with Our Products/Services in Your Engagement?
The merits of CSAT or customer satisfaction cannot be overlooked by businesses. Customer satisfaction is the foremost metric that a customer feedback survey can help you calculate. This is very important in determining the percentage and the segment of customers who might not be satisfied with their engagement with your business.
Knowing how satisfied your customers are with your products or services can help you chart plans for your business. Additionally, this also helps you in identifying what products or services are not generating optimum customer satisfaction, which can help you in creating new strategies for serving the customer needs that work better.
2. What Can My Business Do to Serve Your Needs Better?
There are various variations of this question such as “what can we do to serve you better?” or “how can we improve our servicing?” or ”what can we improve in our operations to meet your demands better?”
All of these questions boil down to one single goal – Knowing what the customer thinks about your services and if there’s anything you could have done to serve their needs better. A recent study found that 57% of the customers would not engage with a business if they had a bad customer experience. However, as a business, you still have a chance to retain your customers even if they had an unsatisfactory experience – Customer Feedback Survey.
A customer feedback software can capture negative feedback from customers and immediately prompt you to take the necessary steps required to service the customer better. Moreover, it can also help your business in identifying the gaps in your servicing standards and help you in developing relevant strategies to ensure that these gaps are no longer a nuisance for the customers.
3. Will You Recommend Our Business to Your Friends or Colleagues?
This particular question helps the businesses determine their NPS or Net Promoter Score. This particular survey question helps your business determine what the customers think of your brand as a whole.
For instance, you wouldn’t recommend a mediocre or bad business to your friend or colleagues if they’re looking for the same services. You’d only recommend brilliant businesses so that their experience is top-notch. There are three answers to this question – Yes, No, and I don’t know. If you’re getting a lot of “I don’t know” responses, it is time to dig deeper into what exactly is keeping your customers from recommending your business to others.
4. What Would You Change in Our Product or Service If You Could Change One Thing?
This question is very important in identifying the various pain points for customers associated with your products or services. Using a customer app, this question can be asked to the customers to assure them that their voices can be heard.
This question comes in very handy for businesses when they’re conducting market or competitor research. The various types of answers received from the customers through this question can help your business in identifying the areas of improvement and areas that need to be completely revamped to generate more value for the customers.
5. Anything Else That You Would Like Us to Know?
This is the perfect ending question for any customer survey. This simple question holds a lot of power in getting a deep understanding of your customers. The amount of intelligent, genuine, and personalized responses through this question can not only help you get a holistic view of your brand from a customer’s perspective but also give you customers a platform to voice their opinions. This sets a good stage for the customers to return to your business and maybe become a loyal customer down the line.
Now you know about the most important questions you must-have in your customer surveys. Leverage the power of these questions by promptly implementing them into your customer feedback software, and the rest will be taken care of by the software for you.