25 Examples of Feedback Survey Questions for Customer Satisfaction

Introduction

“The key to learning is feedback. It is nearly impossible to learn anything without it.”

- Steven D. Levitt [American economist and author]

Customer feedback is a goldmine for businesses striving to enhance their services. Crafting the right survey questions is crucial in tapping into this valuable resource. By asking thoughtful and targeted questions, companies can gain deep insights into customer satisfaction, uncovering areas for improvement and innovation.

Feedback surveys serve as a direct line to understanding what customers really think about your products and services. They help identify pain points, highlight successes, and reveal trends that might otherwise go unnoticed.

Moreover, well-crafted survey questions can significantly impact business success. They provide actionable data that can inform strategic decisions, improve customer experiences, and ultimately drive growth. By valuing and acting on customer feedback, businesses can build stronger relationships, foster loyalty, and stay ahead in a competitive market.

In this article, we will go through 20 examples of feedback survey questions for customer satisfaction to improve your services.

Types of Feedback Survey Questions

Before getting into the examples, let’s first explore different types of survey questions that you can use to collect feedback from users.

1. Dichotomous Questions

These questions are straightforward, typically offering two options like "Yes" or "No."

Example - "Did you find our customer service helpful?"

Options: Yes / No

They are good for getting clear, immediate answers and can quickly show trends in customer satisfaction.

2. Open-Ended Feedback Questions

These questions invite customers to share their thoughts in their own words. They are effective for capturing detailed opinions and insights that you might not have considered.

Example - "What do you think we can do to improve your experience with our service?"

No need for specific options. Here users are free to answer as per their liking.

Open-ended questions allow customers to express their experiences and suggestions in a more personal and meaningful way.

3. Multiple-Choice Questions

These questions offer several options for respondents to choose from. They are useful for collecting quantifiable data and making it easier to analyze trends and patterns.

Example - "Which of the following features do you use the most?"

Options:

A) Online Chat Support

B) Email Support

C) Phone Support

D) FAQ Section

Multiple-choice questions help you understand the preferences and behaviors of your customers in a structured format.

4. Likert Scale Questions

These questions measure the degree of opinion or feeling towards a statement, typically on a scale from "Strongly Disagree" to "Strongly Agree."

Example - "How satisfied are you with the ease of use of our website?"

Options:

A) Strongly Disagree

B) Disagree

C) Neutral

D) Agree

E) Strongly Agree

They are valuable for gauging the intensity of customer opinions and are often used to assess satisfaction levels or attitudes toward specific aspects of your service or product.

Using a mix of these question types in your surveys can provide a comprehensive understanding of your customers' experiences and help you improve your services effectively.

Nudge offers a ‘Survey’ feature which allows you to conduct surveys to collect user feedback and tailor your app to increase conversion rates. Choose from multiple types of questions and set up the logic for each of them right inside the dashboard.

25 Examples of Feedback Survey Questions

Now it's time to see the example questions based on different situations that you can apply for your next customer survey:

Customer support questions

How likely are you to seek assistance from our customer service team in the future? [Open-ended]
Are you satisfied with the availability and responsiveness of our customer support channels? {Options - Very Satisfied, Satisfied, Neutral, Not-Satisfied, Completely Not-Satisfied} [Likert Scale]
Did our customer service team resolve your ticket /inquiry to your satisfaction? [Dichotomous]
Did our customer service team keep you informed about the status of your inquiries or issues? [Dichotomous]
On a scale of 1 to 5, how would you rate the responsiveness of our customer service team? {Options - 0, 1, 2, 3, 4, 5} [Likert Scale]

Feedback collection on products/services

On a scale of ‘Never’ to ‘Very Often,’ how frequently do you use our product/service? {Options - Very Often, Often, Sometimes, Never} [Likert Scale]
How satisfied are you with [specific feature]? [Open-ended]
What improvements would you suggest for the user interface or design? [Open-ended]
From 0 - 10, how has our product/service positively impacted your day-to-day responsibilities? {Options - 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10} [Likert Scale]
Please rate the (specific product/service) on a scale of 1 to 5. {Options - 0, 1, 2, 3, 4, 5} [Likert Scale]

Questions for user loyalty

On a scale of 0 to 10, how likely are you to recommend our company to others? {Options - 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10} [Likert Scale]
Would you consider our company your first choice for similar needs in the future? [Dichotomous]
How likely are you to explore other products/services our company offers? {Options - Very Often, Often, Sometimes, Never} [Likert Scale]
What do you value most about our product/service? [Open-ended]
Would you like to purchase the (specific product/service) again in the near future from us? [Dichotomous]

Questions on user emotion

Do you find that our product/service provides good value for its price? [Open-ended]
Did you find our product/service user-friendly? [Open-ended]
Are there specific features of our product/service that you’re most satisfied with? [Open-ended]
On a scale of 1 to 10, how satisfied are you with our product/service? {Options - Very Satisfied, Satisfied, Neutral, Not-Satisfied, Completely Not-Satisfied} [Likert Scale]
On a scale of 1 to 5, how well do we tailor our features/offerings to meet your needs? {Options - 0, 1, 2, 3, 4, 5} [Likert Scale]

Survey questions for user experience

How would you describe your overall experience with our company? [Open-ended]
Could you find the information you were looking for easily? [Dichotomous]
Did you encounter any challenges during the purchasing/checkout process? [Open-ended]
Are you satisfied with the quality and speed of our service? [Dichotomous]
On a scale of 1 to 5, rate how seamless your experience was with our product/service. {Options - 0, 1, 2, 3, 4, 5} [Likert Scale]

Use these feedback survey questions as per your needs based on specific circumstances. With Nudge, you can easily curate personalized surveys and launch them among targeted users at scheduled time.

Why Feedback Survey Questions Matter

Customer feedback is more than just a series of responses; it's a vital asset for understanding and improving your business. Here's why survey questions for feedback are so important:

1. Comprehensive understanding of user feelings and satisfaction levels

Surveys help you tap into how your customers truly feel about your products and services. You can gauge their satisfaction levels and identify any pain points by asking the right questions. This understanding allows you to see your business from the customers' perspective and make necessary adjustments.

For example, YouTube uses in-app surveys to improve its recommendations based on customer preferences.

2. Facilitating data-driven decision-making

The data collected from surveys provides valuable insights that inform your decisions. Whether enhancing a product feature or improving customer service, these insights help you make informed, data-driven choices that can lead to better outcomes.

For example, ApnaKlub uses surveys to receive actionable feedback. This helps them track NPS scores, and iterate their app to make it better.

3. Enhancing loyalty and fostering a sense of value

When users see that their feedback is valued and acted upon, they feel more appreciated and connected to your brand. This sense of value fosters loyalty, as customers are more likely to stick with a company that listens to and respects their opinions.

For example, Netflix uses Email Surveys to improve content personalization for their customers so that they can feel more connected with the app.

4. Achieving a competitive advantage

In a competitive market, providing an excellent customer experience is a key differentiator. Regularly gathering and acting on feedback allows you to continually improve and offer a superior experience. This not only helps retain existing customers but also attracts new ones, giving you an edge over competitors.

For example, Uber uses surveys to get feedback and measure user satisfaction. This helps them make data-driven decisions to enhance user experience.

Also read: How B2C Companies Like Uber & Airbnb Use In-App Surveys to Drive Actionable Insights

Best Practices for Feedback Surveys

Now you have the example questions and a better understanding regarding its importance for your business. It is time to get some tips on how to efficiently implement this strategy. Here are some practices you can follow for surveys to collect feedback:

Keep It Short and Focused

Long surveys can be overwhelming and may deter customers from completing them. Keep your surveys short and focused on the most important questions to ensure higher response rates and quality feedback.

Ask Clear and Specific Questions

Ambiguous questions can lead to unclear answers. Make sure your questions are clear, specific, and easy to understand. This will help you get precise feedback that you can act upon.

Use a Mix of Question Types

Combine different types of questions such as multiple-choice, Likert scale, and open-ended questions. This variety allows you to gather both quantitative data and detailed customer insights.

Make It Easy to Complete

Ensure your survey is accessible on different devices, like smartphones and computers. A user-friendly design encourages more customers to complete the survey.

Be Timely with Your Surveys

Send surveys soon after an interaction or purchase. This timing ensures that the experience is fresh in the customers' minds, leading to more accurate and relevant feedback.

Explain the Purpose

Let customers know why you are asking for their feedback and how it will be used. When customers understand the purpose, they are more likely to provide thoughtful and honest responses.

Offer an Incentive

Consider offering a small incentive, like a discount or entry into a prize draw, to encourage participation. Incentives can significantly increase your response rates.

Follow Up on Feedback

Show your customers that their feedback is valued by following up on their responses. Share how their feedback has been used to make improvements. This builds trust and encourages future participation.

Respect Privacy and Confidentiality

Assure your customers that their responses will be kept confidential and used solely to improve your services. This encourages honest and open feedback.

Analyze and Act on the Data

Collecting feedback is only the first step. Analyze the data to identify trends and areas for improvement. Take action based on the insights you gather to enhance your products and services.

Nudge offers excellent features for surveys to collect user insights and feedback efficiently without worrying about distribution and collection separately. With us, you can collect actionable feedback from users and understand their behavior, needs, and preferences.

Conclusion

“Feedback is the compass for greatness; it tells you what to avoid, what to learn, and where to excel.”

- Henrik Ceder [Chief Growth Officer at Netigate]

Understanding your customers is at the heart of improving satisfaction, and feedback survey questions play a critical role in this process. When designed meticulously, feedback surveys become powerful tools for your business strategy. They provide the insights needed to make informed decisions and drive improvements.

Remember, every piece of feedback is an opportunity for growth. By committing to continuous improvement and valuing your customers' opinions, you can enhance their experience and stay ahead in a competitive market. Embrace feedback as a guide to better serve your customers and build a stronger, more responsive business.

Book a demo with Nudge today to get the best survey features for your business to collect feedback and data efficiently within just a few steps!