Introduction and greeting
Start your survey with a short introduction.
Welcome your customers and explain the purpose of the survey.
Assure them that participation may be anonymous and that the results will be used to improve service, for example.
Example text:
“Thank you for taking the time to give us your feedback.
Your opinion is extremely important to us as it helps us to further develop our products and services and tailor them optimally to your needs.
With your valuable input, you are helping us to continuously improve our service and offer you an even better experience.”
General questions on customer satisfaction
First ask overarching questions to get an overall picture of satisfaction.
Example question:
• “How satisfied are you overall with our products / services?”
• “To what extent does our company meet your expectations?”
• “Do you think our offer represents good value for money?”
• “How clear and understandable do you find the information we provide?”
Specific questions on individual areas
Deepen the survey by having different aspects of your offer or services evaluated.
• Product quality: “How satisfied are you with the quality of our products?” • Customer service: “How would you rate the friendliness and competence of our customer service?” • Delivery times: “How satisfied are you with the speed of our delivery?”
Use a mixture of scale questions, open questions and multiple choice options to gain detailed insights.
Net Promoter Score (NPS)
Integrate the Net Promoter Score to measure your customers’ willingness to recommend you.
Example question:
“How likely are you to recommend us to a friend or colleague?”
Open questions for detailed feedback
Give your customers the opportunity to express their opinion in their own words.
Example questions:
• “What do you particularly like about our products/services?”
• “What improvements would you like to see?”
• “Is there anything you miss about our offer?”
• “What would convince you to stay with us instead of switching to a competitor?”
Open questions often provide the most valuable insights, as customers can make specific suggestions or criticisms here.
Demographic questions (optional)
If it is important for your analysis, you can add demographic questions, e.g:
• “What is your gender?”
• “What age group best describes you?”
• “What category does your current job status correspond to?”
• “How long have you been a customer with us?”
Make sure you only ask for really relevant information so as not to reduce the willingness to participate.
Conclusion and thank you
End the survey with a thank you and let your participants know how the results will be used.
Optionally, you can offer an incentive, e.g. a discount or participation in a competition.
Example text:
“Thank you for your valuable feedback!
Your opinion is invaluable to us as it helps us to continuously improve our products and services.
We greatly appreciate your time and trust and look forward to continuing to inspire you with our products and services in the future.”
Customer satisfaction survey template from easyfeedback
easyfeedback’s customer satisfaction survey template offers you a simple and effective way to gain valuable insights into your customers’ experiences.
With this ready-made template, you can quickly create a customized survey that specifically addresses the needs and wishes of your customers.
The template contains tried-and-tested questions that help you measure the most important aspects of customer satisfaction, such as product quality, service experience and the likelihood of recommendation.
This gives you meaningful results that provide you with a sound basis for improvement measures.
Thanks to the flexibility of easyfeedback, you can adapt the template to your specific requirements and send the survey directly to your target group.
This survey template saves you time and resources while ensuring you ask the right questions to measure customer satisfaction.
Use the easyfeedback survey template to strengthen your customer relationships and continuously work on improving your offering.
Conclusion
A well-structured customer satisfaction survey is the key to gaining valuable insights into the needs and wishes of your customers.
With a clear introduction, targeted questions and a well thought-out conclusion, you can create a survey that delivers meaningful results.
Use this data to continuously improve your products, services and customer relationships.
Customer satisfaction is not only an indicator of success – it forms the basis for long-term customer loyalty and sustainable growth.
More about Customer Satisfaction
- Everything you need to know about customer satisfaction
- 8 methods for analyzing customer satisfaction
- How to prioritize customer satisfaction measures
- 8 (atypical) measures to improve customer satisfaction
- Proving customer satisfaction with key performance indicators
- 8 reasons why increasing customer satisfaction doesn’t work!
- How you can measure the level of customer satisfaction
- Customer Satisfaction and Customer Loyalty: correlation and differences
- Customer Satisfaction and Customer Retention: success factors for sustainable growth
