Which customer service poll

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Back What is XM? Experience Management. Agent-specific survey questions Often, the agent your customer interacts with determines if they have a positive or negative experience with your company. Common questions include: Based on your recent interaction regarding insert incident , how satisfied or dissatisfied were you with our service team member? How courteous or uncourteous would you say our service team member was? How knowledgeable or unknowledgeable would you say our service team member was?

Usabilla empowers you to turn more visitors into customers by helping you optimize websites, apps, and emails. Learn more. Customer satisfaction survey questions overview. The customer satisfaction score helps you understand general satisfaction.

The customer effort score allows you to gauge your quality of service. Respondents are then placed into 3 groups:. Promoters: those who give a 9 or 10 rating, and are the most likely to stick around and recommend your business Passives: those who give a 7 or 8 rating, and are happy with your organization but can be persuaded to switch over to a competitor Detractors: those who give a rating below 7, and are the most likely to stop working with you and hurt the reputation of your business.

Using restrictive answer options. Asking two-part questions with only one response option. Requiring a response to every question. Asking too many questions. Forgetting the goal of the survey. Attaching opinions to the questions. Getting stuck in the hypothetical. And instead, ask something like:. Writing complicated questions.

Including unnecessary questions. Using yes or no answer options. Sample online customer satisfaction survey templates. Using a question like this can help you capture feedback that may be missed from multiple-choice questions. Does the product help you achieve your goals? It's especially helpful for marketing or product teams who can use these answers to study how well a product's features and supporting information meet customer needs. What products are we not carrying that you would like to see?

This is a great information gathering question to identify potential new products. Certain businesses, such as software companies, may prefer to focus on features rather than new product development. For any retail company or business that sells physical products, this question can help you define related offerings that are valued by your core audience. How likely are you to recommend the product to a friend or colleague?

This question is often presented with a rating scale of or and can be used to determine a net promoter score NPS during data analysis. Once collected, this information will tell you how many of your customers actively promote your product versus those who could be considered detractors. Based on your experience with the product, would you buy it again?

Often used for direct feedback on a product or service, this question helps connect the customer's current experience with the product to a future purchase.

It is an indicator of brand loyalty and measures the level of commitment to this product line from your customer. It is always best for this data to indicate a desire to purchase again. It's another important metric for assessing the impact your customer experience efforts are making on brand loyalty.

How would you rate the quality of service? This is a core question used on many surveys to assess the performance of the service department within a company. It is usually presented as a scale and can be combined with additional questions about the service representatives to provide an overall picture of service quality. When measuring customer satisfaction, you should always include some questions related to customer service, and this is a useful overall rating question to get you started.

Are you happy with your shipping options? This question will help you identify any dissatisfaction with the options that you provide in addition to pointing out any major shipping issues if the scores are very low. It is typically presented as a scale during a customer satisfaction survey. How satisfied were you with the amount of time it took to resolve your issue?

One of the best ways to use survey data to improve customer suppor t is by identifying training opportunities. This particular question focuses on the amount of time to resolve the customer issue.

It can help you understand any gap between your team's capabilities and your customers' expectations. Do you feel like customer support representatives acted in your best interest? This could be considered a somewhat indirect question since it does not point to any particular aspect of customer support. If your support team uses scripts that are too rigid, your customers may feel like they were not heard or involved in the resolution process.

It's an elevated version of the standard question about satisfaction with service activities. Was the customer service agent knowledgeable? Another fundamental question for customer satisfaction surveys, the data collected regarding service agent knowledge can also help you plan training activities for customer support representatives. If customers feel that a customer service representative does not know enough about an issue to help them, it is almost certain to lead to dissatisfaction.

Based on the service you received, how likely are you to recommend this product to others? Making a personal recommendation to close friends and family is often one of the most valuable forms of feedback consumers use to make purchasing decisions. Therefore, positive responses to this question will tell you if your service activities are successful and likely to lead to repeat business and new customers from referrals.

Do you have a clear understanding of how to resolve a warranty issue? Extending warranties to your customers demonstrates trust and gives them confidence that they are buying a quality product. Asking a question such as this one will help confirm if your warranty offering is clear and well understoo d. It can help identify any issues that may require clarification, ensuring that the process for resolving warranty-related issues runs smoothly. Before connecting with a customer representative, did you attempt any other channels?

Including some channel-specific questions in your customer satisfaction survey is helpful because it can give you a good understanding of the popularity of particular channels versus others.

You may find that some channels are not utilized at all. Other channels may be utilized, but your team is not able to process their requests, prompting a phone call. In any case, it can help direct your customer support improvement activities among communication channels.

How would you rate the value for money of the product? This is another popular customer satisfaction survey question because it asks the customer to consider the actual value they received from a product versus its cost. It's helpful when assessing the pricing of your product, and the feedback can help determine if customers think your offering is too expensive.

It's best presented as a range of values such as or It's an excellent question to ask after a customer has had some time to use the product. Kindly share a few things we could do better?

It also gives those that desire the opportunity to share more details about a particular issue they experienced that you may otherwise not have known. These can be helpful specifics your team can use to identify areas of improvement that should be addressed. By specifically asking for feelings, this question often yields answers that get at the heart of how a customer feels about your product or service.

It is another helpful, open-ended question to consider adding to your customer satisfaction survey. While the answers can sometimes lack specific details, you may capture some surprising insights.

How likely are you to recommend [company] to a friend or colleague? Was this your first time working with [company]? Will you purchase more products from [company] in the future?

Would you identify yourself as a loyal customer to [company]? Compared to our competitors, how would you rate our product? On a scale of , how strongly do you feel that [company] acts in your best interest? On a scale of , how competitive do you feel our prices are? Where did you learn about [company]? Would you like to receive more information about new products or special offers?

Are you following [company] on social media? If so, which platforms? Which competitors did you consider before choosing [company]? Are there any communication channels you would prefer we use? What can we do to improve your experience with [company]?

General Satisfaction and Demographics Questions about the overall opinion of a company should almost always be included in a customer satisfaction survey.

Overall, how satisfied are you with [company]? Select your age group from the ranges below: Select your level of education: