30 Customer Experience Survey Question Examples for Better Business Results
Creating a successful business requires a deep understanding of your customers’ needs and experiences. One way to do this is through customer experience research, which includes surveys that help gather data and insights from customers.
In this article, I will be sharing 30 survey question examples I have come across over time in my work. The survey questions have been dimensioned into eight different categories with various objectives and use cases to help business owners and professionals improve their products and processes.
Marketing Survey Questions:
Objective: To understand customers’ perceptions of your marketing efforts and their effectiveness.
Use Cases:
- To identify the most effective marketing channels for reaching your target audience.
- To understand customers’ preferences for different types of marketing content.
Survey Questions:
- How did you first hear about our company?
- Online search
- Social media
- Referral
- Advertisement
- Other (please specify)
- Have you interacted with our marketing content in the past month?
- Yes
- No
- Which of the following types of marketing content do you prefer? (select all that apply)
- Blog posts
- Videos
- Infographics
- Social media posts
- Email newsletters
- Other (please specify)
Customer Satisfaction Survey Questions:
Objective: To measure customers’ satisfaction with your products, services, and overall experience.
Use Cases:
- To identify areas of improvement for your products and services.
- To track changes in customer satisfaction over time.
Survey Questions:
- On a scale of 1-10, how satisfied are you with our product/service?
- 1 (Very unsatisfied)
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 (Very satisfied)
- How likely are you to recommend our product/service to a friend or colleague?
- Not at all likely
- Slightly likely
- Moderately likely
- Very likely
- Extremely likely
- What is the primary reason for your satisfaction or dissatisfaction with our product/service? (open-ended)
Customer Education Survey Questions:
Objective: To measure customers’ knowledge and understanding of your product or service.
Use Cases:
- To identify areas where customers need more education or support.
- To develop more effective education and support resources.
Survey Questions:
- How confident do you feel in your ability to use our product/service?
- Very confident
- Somewhat confident
- Not very confident
- Not at all confident
- Which of the following resources have you used to learn about our product/service? (select all that apply)
- User manual
- Online tutorials
- Customer support
- Videos
- Other (please specify)
- Have you encountered any difficulties using our product/service?
- Yes
- No
Brand Awareness Survey Questions:
Objective: To measure customers’ familiarity with your brand and its values.
Use Cases:
- To identify areas where your brand is not well-known or understood.
- To develop more effective brand messaging.
Survey Questions:
- Have you heard of our brand before?
- Yes
- No
- What comes to mind when you think of our brand? (open-ended)
- How well do you feel our brand aligns with your values?
- Very well
- Somewhat well
- Not very well
- Not at all well
Employee Experience Survey Questions:
Objective: To measure employees’ satisfaction with their work environment, management, and overall experience.
Use Cases:
- To identify areas where employees need more support or resources.
- To track changes in employee satisfaction over time.
Survey Questions:
- On a scale of 1-10, how satisfied are you with your job?
- 1 (Very unsatisfied)
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 (Very satisfied)
- How would you rate your relationship with your manager?
- Excellent
- Good
- Fair
- Poor
- Have you received adequate training and support to perform your job effectively?
- Yes
- No
Management Performance Survey Questions:
Objective: To measure employees’ perceptions of their managers’ performance and effectiveness.
Use Cases:
- To identify areas where managers need more training or support.
- To develop more effective management strategies.
Survey Questions:
- On a scale of 1-10, how effective is your manager at providing feedback and support?
- 1 (Very ineffective)
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 (Very effective)
- How well does your manager communicate goals and expectations?
- Very well
- Somewhat well
- Not very well
- Not at all well
- Does your manager provide regular opportunities for professional development and growth?
- Yes
- No
Post-Transaction Survey Questions:
Objective: To measure customers’ satisfaction with their experience after a transaction.
Use Cases:
- To identify areas where customers need more support or resources.
- To track changes in customer satisfaction over time.
Survey Questions:
- On a scale of 1-10, how satisfied are you with your recent purchase/service?
- 1 (Very unsatisfied)
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 (Very satisfied)
- How likely are you to purchase from us again?
- Not at all likely
- Slightly likely
- Moderately likely
- Very likely
- Extremely likely
- Was the issue you contacted us about resolved to your satisfaction?
- Yes
- No
Customer Onboarding Survey Questions:
Objective: To measure customers’ satisfaction with the onboarding process and their understanding of your product or service.
Use Cases:
- To identify areas where customers need more support or education.
- To develop more effective onboarding resources.
Survey Questions:
- How would you rate your experience with our onboarding process?
- Excellent
- Good
- Fair
- Poor
- Very poor
- Did you receive all the information and resources you needed during onboarding?
- Yes, I received everything I needed
- I received most of what I needed
- I received some of what I needed
- I did not receive enough information or resources
- How could we improve the onboarding process to make it more effective and helpful for new customers? (open-ended)
- Did you find the onboarding process easy to navigate?
- Yes, it was very easy
- It was somewhat easy
- It was somewhat difficult
- No, it was very difficult
- How would you rate the clarity and usefulness of the information provided during the onboarding process?
- Very clear and helpful
- Somewhat clear and helpful
- Somewhat unclear and unhelpful
- Very unclear and unhelpful
- Was the onboarding process completed in a timely manner?
- Yes, it was completed on time
- It was completed somewhat later than expected
- It was completed much later than expected
- It is not yet complete
Gathering feedback from customers is crucial for improving your product and service and ensuring a positive customer experience. The survey questions we’ve provided in this article cover various areas of customer experience research, including marketing, customer satisfaction, customer education, brand awareness, employee experience, management performance, post-transaction, and customer onboarding.
Regularly conducting surveys will help gather insights that inform your product and service improvement efforts, build stronger customer relationships, and grow your business.
If you’re looking for more survey question ideas, check out our ebook titled “120+ survey question ideas for better business results” to get additional insights and inspiration in developing your surveys.
The eBook was designed to make survey ideation easier for business owners and professionals seeking customer insights by compiling over 120 survey questions sectioned into over 20 categories from Website UX surveys, to Mobile App Experience, Onboarding, Employee satisfaction and much more.
Remember, the key to success in today’s business world is listening to your customers, understanding their needs, and continuously improving your product or service to meet those needs.
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