You’re ready to start polling your customers for better insight into who they are and how they think. Problem is, you don’t know what questions to ask. Designing surveys can be an exhausting process, and if you need some help on best practices, you can check out this blog post on survey design.
We’ve compiled some of the most common survey questions here to help inspire you when putting together a brief customer survey.
You should ask a few questions to get an idea of your customers’ identity. The purpose is to narrow down your target audience. It may even turn out your customer base isn’t who you expected it to be. Common questions include:
- What is your zip code?
- How old are you?
- What is your household income?
- What is your education level?
Customer behavioral questions
Another common set of questions gains insight into customer behavior. This is similar to customer demographics, but can answer questions regarding customer activity, not just background traits. Common questions include:
- How often do you use our products?
- How often do you watch television?
- Where did you learn about our product?
Customer feedback questions
Now you have the questions you will use to gauge feedback on your company, whether it be general perception of your brand or specific aspects of the business.
- How would you grade our business on a scale of 1-5?
- How would you grade our phone wait times on a scale of 1-5?
- Would you recommend us to a friend?
That last question is called the Net Promoter Score, and is a simple way to measure the perception of your business. Basically, if you have a lot of positive responses to this question, you’re doing something right.
These are the common types of questions that can be included in a customer service survey and some common examples of each type. Finding the right balance depends on the goals of your survey and the specifics of your business. However, you can use this guide to get started on building the right survey for your customers.
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Skip Cass is the chief executive officer at LRS and an expert in operational efficiency and creating a memorable guest experience.