25 Customer Experience Survey Questions You Shouldn't Miss

Are you looking to build a loyal customer base that will support your business for years to come? Then it’s time to understand and improve your customer experience. And the best way to do that? Through customer experience survey questions.

A remarkable customer experience has become the key to success in this fiercely competitive marketplace. That’s where customer experience survey questions come in. By getting feedback straight from your customers, you can gain insights into what's working and what needs improvement. 

In this blog post, we’ll cover:

• 10 essential customer experience survey questions that your business should be asking.
• 15 additional customer experience survey questions for key areas
• How to create the perfect customer experience questionnaire with SurveySparrow

10 Best Customer Experience Survey Questions to Drive Growth

The key to delivering an exceptional customer experience starts with asking the right questions. Below, we’ve got a free customer experience survey template that's ready for you to use.

Not only is this template customizable, but with the AI-powered survey maker, you can quickly launch the perfect survey for your goal—at no extra cost.

Ready to get started? Click below to start using the survey: 

Customer Experience Survey Template

Preview Template

Use This Template

Now let’s get to the heart of the matter: the ten essential customer experience survey questions that every business should be asking. These questions are designed to give you a comprehensive understanding of your customer’s experiences with your business, and to find areas for improvement. 

#1: How likely are you to recommend our business to a friend or colleague?

This question, often called the Net Promoter Score (NPS), indicates customer loyalty. Customers who give a high score are more likely to repeat customers and recommend your business to others, while customers who give a low score may be at risk of leaving your business.

#2: How would you rate your overall experience with our business?

This question gives you a broad understanding of how your customers feel about your business as a whole. Use it to identify areas where you may need to make improvements. 

#3: Did our staff make you feel valued and appreciated?

Your staff plays a crucial role in the customer experience. Use this question to identify any issues with how your team interacts with customers and to make improvements as necessary.

#4: How easy was it to find the information you were looking for on our website?

In today’s digital age, your website is often the first interaction customers have with your business. Use this question to identify any issues with your website’s usability and to make improvements as necessary.

#5: Did our product or service meet your expectations?

Ultimately, the success of your business depends on whether or not you’re meeting your customers’ needs. Use this question to gauge whether or not your products or services are meeting the expectations of your customers.

# 6: Were there any issues or problems you encountered during your experience with our business?

No business is perfect. But it’s essential to address any issues or problems that your customers may encounter. Use this question to identify common issues and to make improvements as necessary.

#7: How would you rate the speed and efficiency of our service?

In today’s fast-paced world, customers expect fast and efficient service. Use this question to identify any areas where you may need to improve your speed and efficiency. Feel free to use Customer Satisfaction Surveys to churn out responses with higher response rates.

 #8: Did our business exceed your expectations in any way?

Going above and beyond for your customers can increase loyalty and positive word-of-mouth. Use this question to identify areas where your business is excelling and to continue to build on those strengths.

#9: How can we improve your experience with our business in the future?

This question gives your customers the opportunity to provide specific feedback on how you can improve their experience. Use this feedback to show your customers that you’re committed to providing the best possible experience for them.

#10: Is there anything else you’d like to tell us about your experience with our business?

This open-ended question gives your customers the opportunity to provide additional feedback or share any other thoughts they may have about their experience with your business. Use this feedback to gain a deeper understanding of your customer’s needs and to make improvements as necessary.

Cheatsheet: 15 Customer Experience Survey Questions for Key Areas

These questions are designed to cover various aspects of the customer journey—from product feedback to open feedback.

1. How would you rate your overall experience with our company? (Scale of 1-10)
2. How satisfied are you with our product/service? (Very satisfied, Satisfied, Neutral, Dissatisfied, Very dissatisfied)
3. Which product feature do you find most valuable, and why?
4. What improvements would you suggest for our product/service?
5. How well does our product/service meet your expectations? (Scale of 1-5)
6. How would you rate the quality of customer support you received? (Scale of 1-5)
7. Did your issue get resolved in a timely manner? (Yes/No)
8. How easy was it to navigate our website/app? (Very easy, Easy, Neutral, Difficult, Very difficult)
9. Did you encounter any challenges during the purchasing process? If yes, please specify.
10. How likely are you to recommend our product/service to a friend or colleague? (Scale of 0-10)
11. What would be the primary reason for recommending or not recommending us?
12. Can you share a positive experience you had with our company recently?
13. Is there anything else you would like to share about your experience with us?
14. How well do you believe our product/service delivers value for the price you paid? (Scale of 1-5)
15. What factors would influence your decision to continue using our product/service in the future? (Open-ended response)

How to Create the Perfect Customer Experience Questionnaire with SurveySparrow

SurveySparrow’s Customer Experience Surveys are a powerful tool for businesses to gather customer feedback. These surveys are designed to be engaging and interactive, which can increase response rates and provide more accurate data.

With SurveySparrow, you can design the perfect questionnaire in a few easy steps. Its user-friendly interface and powerful features make it easy. Here’s how you can create the perfect customer experience questionnaire:

1. Sign in or sign up to create a free account.

1. Start with a template or start from scratch if you prefer.
2. Ask the right questions. If you're stuck, you can prompt the AI survey maker to generate questions for you.
3. Customize the questions, adjust the design, and even add your logo to give it a personal touch.
4. Use logic to personalize responses. This makes the survey more relevant to each customer, increasing completion rates.
5. Share across channels. You can use email, SMS, social media, or even embed it on your website. SurveySparrow makes it easy to reach your customers wherever they are.
6. Analyze and act on feedback. SurveySparrow provides insightful analytics to help you identify trends and areas for improvement.

You can integrate these surveys with 5,000+ other business tools, such as CRM and marketing automation platforms, for better data collection and analysis.

Wrapping Up

Conducting a customer experience survey is an essential tool for any business looking to improve the customer experience. By asking the right questions and listening to your customers’ feedback, you can gain valuable insights and make informed decisions about improving your business.

The ten essential customer experience survey questions we’ve discussed in this blog post are a great place to start but don’t be afraid to customize your survey questions to fit your specific business needs. For further assistance, you could always try customer experience surveys from SurveySparrow.

Remember, the ultimate goal is to provide your customers with the best possible experience and build a loyal customer base that will support your business for years to come.