18 Survey Questions For Customer Experience

What are some survey questions for customer experience?

How often do you use the product/service?
How long have you been using it?
How does it help in your everyday life?
What is your favorite part/aspect of the product/service? Why?
What problems have you encountered with our product/service?
How likely are you to recommend our product/service to a friend?
Describe how you feel about the company/product/service in your own words.
Why did you choose our product/service instead of our competitors?
Do you have any additional comments for us?
In your opinion, what is missing from our product/service?
If you were able to suggest a feature to add to our product, what would it be? Why?
In what ways do you think we could improve our product/service?
If it were up to you, which part of your experience with us would you like to change?
How else could we make your experience better?
What are the most common compliments/complaints that you hear from your customers?
What difficulties do you typically face when dealing with customers?
Are there any pain points in our customer experience that we have yet to address?
How do you propose to tackle those pain points?

In today’s business-led society, all of us become customers one way or another. Think back to the times when you were served at a restaurant or when you talk to a company about a product. How fondly did you remember that memory? Did you feel a connection or desire to repeat the services? All of these are factors in customer experience. Anyone who caters to customers should look for feedback, and one way to do this is with survey questions for customer experience.

Broadly speaking, customer experience is all the aspects of a business that affect a customer’s perception and opinion. It differs from customer satisfaction because the latter only measures how well the business meets or exceeds the customer’s expectations. Customer experience (CX) employs a more holistic approach. Not only would it measure the product’s performance, but it would take into account everything from the very first time the customer makes contact with a business. One can even think of it as the sum of all of the customer’s experiences with the company.

Why Customer Experience Is Important

Customer experience should be prioritized by all businesses because it is directly tied to brand loyalty and customer retention. In other words, the better the customer’s experience in every step of their journey with your brand, the more likely that they’ll return. They could even go as far as recommending it to their friends and family.

Brand loyalty is an important asset, especially in a very saturated field. A friend of mine once had a tremendous time in a local coffee shop that she would travel there every time she wanted coffee, skipping over the Starbucks that was much closer to her home. But the part that really stuck out to me is how she raved about enjoying answering their customer experience survey because of how happy she was with them.

Good Customer Experience Survey Questions

To understand how customer experience is affecting your brand, you should acquire it straight from the horse’s mouth. And doing a survey is the best way to do it.

If my friend’s experience is any indication, then customers will be more than willing to share their sentiments with you if you do a good job. All you have to do is ask the right questions. To help you gauge your brand’s customer experience, here are some survey questions for you!

For Customer Satisfaction

Customer satisfaction is only one part of the overall customer experience, but it’s one of the most important ones nonetheless. Some good customer satisfaction questions for customer experience are:

How often do you use the product/service?
How long have you been using it?
How does it help in your everyday life?
What is your favorite part/aspect of the product/service? Why?
What problems have you encountered with our product/service?
How likely are you to recommend our product/service to a friend?
Describe how you feel about the company/product/service in your own words.
Why did you choose our product/service instead of our competitors?
Do you have any additional comments for us?

You may also direct survey questions for customers who churn or react negatively to your brand to learn about the weak parts of their customer experience.

Product and Feature Requests

Another important aspect to look at when measuring customer experience is the suggestions that they have for the improvement of the brand. Here are some sample questions that you can add to your survey:

In your opinion, what is missing from our product/service?
If you were able to suggest a feature to add to our product, what would it be? Why?
In what ways do you think we could improve our product/service?
If it were up to you, which part of your experience with us would you like to change?
How else could we make your experience better?

For Customer-Facing Employees

Getting feedback from your customer-facing employees is also a crucial step in improving the customer experience. They can provide deeper insights that you could easily miss. For this internal survey, try using the following questions:

What are the most common compliments/complaints that you hear from your customers?
What difficulties do you typically face when dealing with customers?
Are there any pain points in our customer experience that we have yet to address?
How do you propose to tackle those pain points?

Key Takeaway

With our suggestions for survey questions for customer experience, you should be able to create a comprehensive survey to get more insights into your brand’s customer experience. Although these questions are good, keep in mind that they are only suggestions and not to be universally used. Also, remember to always customize your surveys to match your company’s needs and what information you wish to gather for better results.

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