70 Customer Feedback Questions to Improve Your Business [2023]

Dragan Berak
Co-Founder at Simple Testimonial
September 5, 2023
In This Article

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Customer feedback is an essential aspect of any business. It is the most reliable way to understand what customers think about your products or services.

Feedback helps businesses identify areas that need improvement and make necessary changes to increase customer satisfaction. However, not all feedback is equally valuable. The type of questions asked and the methods used to collect feedback can greatly impact the quality of the information gathered.

To help businesses improve their feedback collection process, we have compiled a list of 101 customer feedback questions. These questions cover a wide range of topics, from product quality to customer service, and can be used to gather valuable insights from customers. By asking the right questions, businesses can identify areas that need improvement and make changes that will increase customer loyalty and satisfaction.

The 15 Most Important Customer Feedback Questions

Asking the right questions is essential when it comes to gathering customer feedback. Here are the 15 most important customer feedback questions that businesses should ask their customers to improve their products and services:

  1. How did you hear about us?
  2. Were your expectations met, unmet, or exceeded?
  3. Did our employees or customer service staff help you? How?
  4. What did you like or dislike about our product/service?
  5. Which features of our product/service are not useful for you?
  6. What are the biggest challenges you faced using our product/service?
  7. Did our product/service meet your expectations?
  8. How did our product/service impact your life/company?
  9. What could we have done differently to improve your experience?
  10. Would you recommend our product/service to others? Why or why not?
  11. What other products/services would you like to see us offer?
  12. How likely are you to purchase from us again?
  13. How easy was it to navigate our website?
  14. Did you find our product/service to be a good value for the price?
  15. Is there anything else you would like to share with us?

By asking these questions, businesses can gain valuable insights into their customers' experiences and preferences. This information can help businesses make data-driven decisions to improve their products and services, enhance customer satisfaction, and ultimately drive growth and success.

Use These 55 Customer Feedback Questions to Improve Your Business

Asking the right questions can help businesses improve their customer experience, product or service, and overall success. Here are 101 customer feedback questions that can help businesses gather valuable insights from their customers.

To Solve Problems

  • What issues have you experienced with our product/service?
  • How can we improve our product/service to better meet your needs?
  • What can we do to resolve any issues you have experienced with our product/service?
  • Have you had any negative experiences with our company? If so, can you describe them?
  • What can we do to make your experience with our company more positive?

To Improve Customer Service

  • Were you satisfied with the level of customer service you received?
  • Was our customer service team helpful in resolving your issue?
  • How can we improve our customer service to better meet your needs?
  • Did our customer service team respond in a timely manner?
  • How can we make it easier for you to reach out to our customer service team?

To Improve Your Product or Service

  • How satisfied are you with our product/service?
  • What features would you like to see added to our product/service?
  • How can we improve our product/service to better meet your needs?
  • What do you think of the quality of our product/service?
  • Would you recommend our product/service to others?

To Understand Customer's Need

  • What problem were you trying to solve when you purchased our product/service?
  • How does our product/service help you solve that problem?
  • What other products/services have you tried to solve this problem?
  • What are your biggest challenges when using our product/service?
  • What benefits have you seen from using our product/service?

To Understand The Purchasing Experience

  • Was the purchasing process easy to navigate?
  • Did you encounter any issues during the purchasing process?
  • Was the checkout process easy to understand?
  • How can we make the purchasing process easier for you?
  • What can we do to improve the overall purchasing experience?

To Improve NPS Scores

  • On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?
  • What can we do to improve your likelihood of recommending our product/service?
  • What would make you more likely to continue using our product/service?
  • How can we improve our customer loyalty program?
  • What are your thoughts on our referral program?

To Assess a Product, Service or Strategy

  • What are your thoughts on our pricing strategy?
  • How does our product/service compare to our competitors?
  • What do you think of our marketing strategy?
  • How can we improve our sales strategy?
  • What are your thoughts on our product/service roadmap?

To Improve Your Marketing Message

  • What do you think of our brand messaging?
  • Does our marketing message resonate with you?
  • What can we do to improve our marketing message?
  • How can we better communicate the benefits of our product/service?
  • What channels do you prefer to receive marketing messages from us?

To Remove Sales Objections

  • What are your concerns with using our product/service?
  • What can we do to alleviate those concerns?
  • What are your thoughts on our return policy?
  • How can we better communicate the value of our product/service?
  • What can we do to make it easier for you to purchase our product/service?

To Highlight Strengths

  • What do you like most about our product/service?
  • What benefits have you seen from using our product/service?
  • What sets our product/service apart from our competitors?
  • What are your thoughts on our customer support team?
  • What can we do to continue providing excellent customer service?

To Gather Quantifiable Data

  • How often do you use our product/service?
  • On a scale of 1-10, how satisfied are you with our product/service?
  • How long have you been a customer of our company?
  • Have you referred anyone to our company?
  • How likely are you to continue using our product/service?

Asking these questions can help businesses gather valuable insights from their customers and make data-driven decisions that can improve their customer experience, product or service, and overall success.

Methods to Collect Customer Feedback

Collecting customer feedback is essential for any business that wants to improve its products or services. There are several ways to collect customer feedback, including customer surveys, video testimonials, and more.

Customer Surveys

One of the most effective ways to collect customer feedback is through surveys.

Surveys can be conducted through email, website, social media, or even in-person.

Customer feedback surveys can be used to gather information about customer satisfaction, customer preferences, and more.

When creating customer feedback surveys, it is important to keep the questions concise and relevant.

The survey questions should be designed to provide actionable insights that can be used to improve the business.

Video Testimonials

Video testimonials are another effective way to collect customer feedback.

Video testimonials can be used to showcase customer satisfaction and provide social proof for the business.

Types of Customer Feedback Questions

When it comes to collecting customer feedback, businesses have several types of questions to choose from. Each type of question has its own advantages and disadvantages, and choosing the right type of question can help businesses get the most valuable feedback from their customers.

Open-Ended Questions

Open-ended questions are questions that allow customers to provide detailed feedback in their own words. These questions are great for getting in-depth feedback and uncovering new insights. However, they can be time-consuming to answer and can be difficult to analyze.

Examples of open-ended questions include:

  • What did you like most about our product/service?
  • What could we improve about our product/service?
  • Is there anything else you would like to tell us about your experience?

Yes or No Questions

Yes or no questions are questions that can be answered with a simple "yes" or "no." These questions are great for getting quick feedback and can be easy for customers to answer. However, they can be limiting and may not provide enough detail.

Examples of yes or no questions include:

  • Did you find our website easy to navigate?
  • Was our customer service representative helpful?

Sliding Scale Questions

Sliding scale questions ask customers to rate their experience on a scale. This type of question allows businesses to quantify customer feedback and can make it easier to analyze. However, it can be difficult to choose the right scale and customers may interpret the scale differently.

Examples of sliding scale questions include:

  • How satisfied were you with your experience? (1-10)
  • How likely are you to recommend our product/service to a friend? (0-10)

NPS Questions

NPS (Net Promoter Score) questions ask customers to rate how likely they are to recommend a product or service to a friend or colleague. This type of question is useful for measuring customer loyalty and can provide businesses with a benchmark to track over time. However, it may not provide enough detail about why customers are or are not likely to recommend.

An example of an NPS question is:

  • On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?

Best Practices for Collecting Customer Feedback

Collecting customer feedback is an essential part of improving a business. Here are some best practices for collecting customer feedback:

1. Make it Easy for Customers to Give Feedback

Customers are more likely to give feedback if it is easy for them to do so. Provide multiple channels for customers to give feedback, such as email, phone, social media, and feedback forms on your website. Make sure the feedback process is simple and straightforward, so customers don't get frustrated and abandon the process.

2. Ask the Right Questions

To get valuable feedback, it's important to ask the right questions. Ask open-ended questions that encourage customers to provide detailed feedback. Avoid leading questions that suggest a particular answer. Use a mix of quantitative and qualitative questions to get a well-rounded view of customer satisfaction.

3. Use Incentives

Offering incentives can be a great way to encourage customers to give feedback. Offer a discount or free product in exchange for feedback. This not only encourages customers to give feedback but also shows that you value their opinions.

4. Act on Feedback

Collecting feedback is only useful if you act on it. Make sure to review all feedback and take action to address any issues or concerns. Let customers know that you are listening to their feedback and making changes based on their input.

5. Follow Up

Following up with customers after they have given feedback shows that you value their opinions and are committed to improving their experience. Send a thank-you email or follow-up survey to let customers know that their feedback was heard and appreciated.

By following these best practices, businesses can collect valuable feedback that can help them improve their products and services and better meet the needs of their customers.

Analyzing and Using Customer Feedback

Customer feedback is a vital tool for businesses to improve their products and services. Analyzing and using customer feedback can help businesses identify their strengths and weaknesses, improve based on feedback, and follow up with customers to ensure their satisfaction.

Identifying Strengths and Weaknesses

One of the primary benefits of customer feedback is the ability to identify a business's strengths and weaknesses. By analyzing customer feedback, businesses can determine what they are doing well and what areas need improvement. This information can be used to develop strategies to further improve the quality of products and services.

Improving Based on Feedback

Customer feedback can also be used to make improvements to existing products and services. Businesses can use customer feedback to identify pain points and areas where customers are dissatisfied. This information can be used to make changes that will improve customer satisfaction and retention.

Follow Up on Feedback

Following up on customer feedback is essential to ensure customer satisfaction. Businesses should use customer feedback to address any issues or concerns that customers may have. This can be done through feature requests, improving customer service, or addressing specific pain points. Additionally, businesses should track their customer satisfaction score and net promoter score to gauge the effectiveness of their efforts.

Using customer feedback can help businesses grow by improving their marketing strategy and customer retention. By understanding their customer demographics and preferences, businesses can tailor their products and services to better meet the needs of their customers. Additionally, businesses can use customer feedback to generate positive reviews and reduce unsubscribe rates.

In conclusion, analyzing and using customer feedback is a crucial aspect of any business. By identifying strengths and weaknesses, making improvements based on feedback, and following up with customers, businesses can improve their quality, retention, and sales.

Customer Feedback Best Practices

To get the most out of customer feedback, it's important to follow some best practices. These practices will help businesses collect targeted feedback, manage negative feedback, and use feedback to improve their brand, content, and user interface.

Targeted Feedback Collection

The first step in effective feedback management is to collect targeted feedback. This means asking specific questions that will provide actionable insights. Businesses can collect targeted feedback through customer feedback surveys, customer surveys, and reviews.

When creating surveys, it's important to keep questions short and simple. Use multiple-choice questions wherever possible to make it easy for customers to respond. It's also important to ask open-ended questions that allow customers to provide detailed feedback.

To encourage customers to provide feedback, businesses can offer incentives such as discounts or free products. However, it's important to avoid offering incentives that are too large, as this can lead to biased feedback.

Managing Negative Feedback

Negative feedback can be difficult to manage, but it's important to handle it in a professional and constructive manner. When responding to negative feedback, businesses should acknowledge the customer's concerns and offer a solution or explanation.

It's important to respond to negative feedback promptly, as this can help to prevent the situation from escalating. Businesses should also use negative feedback as an opportunity to improve their products or services.

To avoid negative feedback in the first place, businesses should focus on providing excellent customer service. This includes listening to customer feedback and addressing any issues promptly.

Overall, following these best practices will help businesses to collect targeted feedback, manage negative feedback, and use feedback to improve their brand, content, and user interface.

Key Takeaways

The questions you decide to ask are a core driver of the responses you get, that will allow you to improve upon the focus areas of your business.

  • Asking the right questions is crucial for collecting valuable customer feedback.
  • There are various methods to collect customer feedback, and businesses should choose the one that best suits their needs.
  • Analyzing and using customer feedback effectively can help businesses improve their products and services and increase customer satisfaction.