Mga tanong sa customer satisfaction survey
Ilang studies ang nagpapatunay na:
- Ang isang di kuntentong customer ay magkukuwento sa mga 9-15 katao tungkol sa kanilang negatibong karanasan sa isang business
- Mga average ng 12 positibong karanasan ang katumbas ng isang hindi naayos na negatibong karanasan
- Ang mga customer na nagbibigay sa inyong business ng 5-star rating sa scale na 1-5 ay may 6 na beses na pagkakataong bibili ulit sila sa inyo
Ang ibig sabihin nito ay mataas ang itinataya ng mga business pagdating sa customer satisfaction, at ang customer satisfaction surveys ay isa sa pinaka-epektibong paraan para malaman ninyo kung ano ang nararamdaman ng inyong customers tungkol sa business ninyo. Natutulungan din ng mga survey na matukoy kung ano ang epektibo, ano ang hindi, at ano ang kailangan ninyong pagbutihin para makapagbigay ng mas magandang karanasan sa customers.
Ano ang customer satisfaction surveys?
Ang customer satisfaction survey ay mga questionnaire na ginawa para tulungan ang mga business na maintindihan ang level ng satisfaction ng customers sa kanilang mga produkto, serbisyo, personal na karanasan, brand image, o customer support. Ang pinaka-silbi ng customer satisfaction survey ay para suriin kung gaano kakuntento o hindi kuntento ang customers sa iba’t ibang aspekto ng inyong mga produkto, serbisyo, o mga proseso.
Maaaring kasama sa customer satisfaction surveys ang iba’t ibang uri ng tanong tulad ng multiple-choice questions (rating scale questions, binary scale “yes/no” questions, nominal questions, Likert scale questions, semantic differential questions) at mga open-ended na tanong o anumang kombinasyon ng mga ito.
Best practices para sa customer satisfaction surveys
- Dapat maikli lang ito – ang mga survey na may 1-3 tanong ang may pinakamataas na average completion rate (83.34%)
- Maglagay ng mga tanong na malinaw ang pakay at matatag ang dahilan kung bakit sila naisama
- Huwag maglagay ng doble-dobleng tanong na hagip ang higit sa isang isyu
- Iwasang gumamit ng internal o industry jargon na maaaring ikalito ng mga respondent
- Gumamit ng yes/no questions kapag nagtatanong tungkol sa isang aspektong may simpleng outcome
- Maglaan ng paraan para sa open text feedback – baka may matisod kayong panibangong insights na di ninyo inaasahan
- Siguraduhing ang survey ninyo ay naka-optimize para sa mga mobile gadget.
- Isipin kung ano ang pinakamahusay na paraan sa pagpapakalat ng survey para sa inyong business (emails, on-page pop-ups, feedback widgets, etc.)
- Isipin ang ideyal na oras para ipakalat ang inyong surveys sa iba’t ibang stage ng customer lifecycle
- Mag-offer sa survey respondents ng bonus, (kung nararapat ito) – ipinakita ng studies na tutulong ang incentives sa pagtaas ng survey response rates ng 5% hanggang 20%.
- Pasalamatan ang customers sa kanilang feedback, anuman ang maging uri ng feedback nila
Mga tanong para sa customer satisfaction survey
Para makakuha ng mahalagang feedback sa inyong customers, dapat tama ang mga tinatanong ninyo sa kanila. Narito ang ilang sa pangkaraniwang tanong sa customer satisfaction survey (pang-general at product-specific) na magagamit ninyo sa paggawa ng sarili ninyong CSAT surveys.
Mga tanong sa general customer feedback survey
-Overall, how satisfied are you with our products?
-How satisfied are you with the diversity of our product/ service line?
-How often do you use the product/ service?
-What would persuade you to use [Product name] more often?
-Does [Product name] help you achieve your goals?
-How well does our product meet your needs?
-How has our product/service made an impact on you/ your business/ your lifestyle?
-How would you rate the quality of the product?
-How would you compare the quality of our products to that of our competitors?
-Compared to our competitors, is our product quality better, worse, or about the same?
-Compared to our competitors, are our prices higher, lower, or about the same?
-Are our products/services priced appropriately?
-How would you feel if you couldn’t use [Product name] anymore?
-How satisfied are you with the payment options we provide?
-How easy was it to complete your purchase?
-On a scale of 1 (not easy) to 10 (very easy), how easy was your checkout experience?
-Did you encounter any problems during checkout?
-Was there anything in your checkout process we could improve? If so, what?
-What was the main concern or fear you had before purchasing?
-What, if anything, almost stopped you from purchasing from us?
-What was the main thing that persuaded you to purchase?
-How satisfied are you with our product packaging?
-How satisfied are you with the delivery of our products?
-How would you rate the delivery time?
-How satisfied are you with our return policy?
-If we provided [rewards program/ discounts/] would you use it?
Mga tanong sa SaaS product feedback survey
-How did you hear about us?
-Which of our competitors did you consider before choosing us?
-What is the primary reason for choosing our product over competitors?
-What was the one thing that almost stopped you from signing up?
-How do you use our product/ service?
-What are you trying to solve by using our product /service?
-Have you used a similar [product/ service] before?
-What did you like about the previous product/ service(s)?
-What is the most important feature of our product?
-Which 3 features are the most valuable to you?
-What’s the most important feature we should add?
-What are the 3 most important features we’re missing?
-What’s one feature we can add that would make our product indispensable for you?
-If we introduced [new feature/product] would you be willing to test it/them?
-How often do you use this feature?
-How disappointed would you be if you could no longer use [Feature name?]
-Which features aren’t useful to you?
-If you could change just one thing about our product, what would it be?
-Is our pricing clear to you?
-Do you feel our [product/ service] is worth the cost?
-What would you use as an alternative if our tool was no longer available?
-How satisfied are you with our billing and invoicing?
-To what extent do you agree with the following statement: [Product name]’s onboarding process was simple, straightforward, and painless.
-How helpful do you find our video tutorials?
-How would you rate the training and help you’ve received from our team so far?
-How could we improve your experience using our solution?
-What could we change to make our product/ service more user-friendly?
-What’s the main reason you are downgrading/ canceling?
-Did the price of our product/service cause you to leave?
-Have you decided to test out a competitor?
-Are you likely to upgrade your account in the future?
-What is the primary benefit that you have received from using our product?
-How long did you use our product/ service before seeing results?
Mga tanong sa customer experience survey
-Overall, how satisfied or dissatisfied are you with our company?
-From 1 (unhappy) to 10 (very happy), how would you rate your overall satisfaction with us?
-In your own words, describe how you feel about [Company name or Product name].
-How would you rate your last experience with us?
-How did your experience compare to your expectations?
-Were your expectations met, unmet, or exceeded?
-How responsive have we been to your questions or concerns about our products?
-How satisfied are you with our company’s overall communication efforts?
-How likely are you to return to [Company name] for your next purchase?
-If we could do anything, what should we do to WOW you?
-Which company would you say is our biggest competitor in the … market?
-What do our competitors do better than us?
-How would you compare our prices to those of our competitors?
-On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?
-Do you have any additional comments or feedback for us?
-How could we improve your experience with [Company name]?
Mga tanong sa customer service survey
-Overall, how would you rate the quality of your customer service experience?
-How satisfied are you with the overall performance of our service team?
-How responsive (or unresponsive) is our company in answering your questions?
-How well did we understand your questions and concerns?
-How much time did it take us to address your questions and concerns?
-How much effort did you personally have to put forth to handle your request?
-How easy was it to solve your issue with us, on a scale of 1-5?
-Based on your recent interaction regarding (incident), how satisfied or dissatisfied were you with our customer service representative?
-How responsive or unresponsive would you say our customer service representative was?
-How courteous or uncourteous would you say our customer service representative was?
-How knowledgeable or unknowledgeable would you say our customer service representative was?
-How effective or ineffective would you say the communication was?
-How much did you feel our customer service representative wanted to assist you?
-Did our customer support representative make you feel valued as a customer?
-Based on your recent support call/ chat session, how easy or difficult was it to interact with [Company name]?
-What can our customer service team do better?
-How could we make it easier to resolve your questions or concerns?
-What is the one thing that you would like to see improved in your interactions with our customer service team?
Mga tanong sa website feedback survey
-Overall, how well does our website meet your needs?
-What was your first impression when you entered the website?
-How satisfied are you with the design and functionality of our website?
-How well do you understand what [Company name] does from our homepage?
-How easy was it to use/ navigate our website? Did you have any problems?
-What are you hoping to accomplish by visiting our website?
-How easy was it to find what you were looking for on our website?
-Did it take you more or less time than you expected to find what you were looking for on our website?
-How visually appealing is our website?
-How easy is it to understand the information on our website?
-How much do you trust the information on our website?
-Is there a feature you wish our website had?
-What could we do to make our website more useful?
-Is there anything on this website that doesn’t work the way you expected it to?
-If you could change one thing about our website, what would it be?
-How would you rate your overall experience on our website today?
-How likely is it that you would recommend our website to a friend or colleague?
-If you were to review the website, what score would you give it out of 5?
-Do you have any other comments about how we can improve our website?
Customer satisfaction survey – Frequently asked questions
Anong mga tanong ang puwedeng isama sa customer feedback?
Dapat ang mga itatanong ninyo ay makatutulong sa inyong intindihin ang mga strength at pati mga weakness ng inyong trabaho at mga rason para sa customer satisfaction o dissatisfaction.
Paano suriin ang customer satisfaction?
Puwede kayong gumamit ng mga survey para mangolekta ng feedback mula sa customers. May ilang customers na sasagot ng survey kung may kapalit na reward ito, habang ang iba naman ay tutugon dahil gusto nilang magbahagi ng opinyon.
Paano gumawa ng tanong para sa isang survey?
Sa pagdisenyo ng isang survey, dapat ang mga tanong ninyo ay:
- Malinaw, diretso, at madaling sagutan ng respondents
- Open-ended
- Specific – para magbigay ng sapat, hindi kakaunti, na impormasyon para masagutan sila
- Closed – para limitado ang maging posibleng kasagutan ng respondents (multiple choice) kaysa sa sabihin sa kanilang isulat ang lahat ng sagot
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