Questions to Ask and Score for Customer Reviews

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28 of our favorite customer feedback questions

Here at Hotjar, nosotros strongly believe that what'south best for your users and customers is best for your concern. But how practice y'all know what's best for your users?

You have to ask them.

28 client feedback questions

Here is a listing of 28 client feedback questions we recommend you use to go closer to your customers and their needs. Proceed reading past the list if you desire to know more well-nigh why or when you lot should ask each 1.

1. How would you lot describe yourself in i sentence?

2. What is your chief goal for using this website/product?

3. What, if anything, is preventing you from achieving that goal?

4. What is your greatest concern well-nigh [product/brand]?

5. What changed for you after you lot started using our product?

6. Where did you lot commencement hear about us?

7. Have you lot used our [product or service] before?

8. Why did yous choose to utilise our [product or service] over other options?

9. Have yous used a similar [product or service] before?

10. How do you use our production/service?

11. How tin can we make this page better?

12. What's the ONE thing our website is missing?

13. What, if anything, is stopping you from [taking action] today?

14. What are your chief concerns or questions nearly [product or service]?

15. Thank you for [taking action]! How are you planning to utilise [product or service]?

16. How would yous describe the ownership experience?

17. Do you experience our [product or service] is worth the cost?

18. What convinced you to buy the product?

19. What challenges are you trying to solve?

20. What well-nigh stopped you from buying?

21. What practise you like nearly about our [product or service]?

22. What do you like to the lowest degree?

23. What characteristic/option could we add to make your experience better?

24. How could nosotros take gone above and beyond?

25. Internet Promoter Score (NPS): how likely are you to recommend our products?

26. Customer Satisfaction (CSAT): how satisfied are you with our product/services?

27. Customer Effort Score (CES): how easy did (organization) make it for yous to solve your effect?

28. Is there anything y'all'd like to add?

Customer feedback questions that help you understand your customers

Outset of all, you tin't assistance your customers if you lot don't know who they are and what they want in the first identify. Asking your customers about themselves helps you gather psychographic information that can exist used to create user personas: semi-fictional characters based on the existent people who use your product. These personas come in handy for more targeted marketing and for improving user experience.

ane. How would you describe yourself in one sentence?

This prompt is designed to aid you get together demographic data about your customers. The question is open-ended, merely you tin encourage your respondents by giving them an example of what you are expecting (due east.g., "I am a 35-year-old editor based in the UK who enjoys writing manufactures about client feedback."

2. What is your chief goal for using this website/production?

What practise your customers want? Use this question to make up one's mind why people have turned to your product and what their expectations are.

3. What, if anything, is preventing y'all from achieving that goal?

What challenges are the customers facing, and are you doing enough to help them overcome those challenges?

4. What is your greatest concern about [product/brand]?

What is stopping your customers, or potential customers, from handing over their hard-earned money? Their answers tin can requite you lot a window into the barriers and objections you might need to address to convince them to progress, and besides signal to gaps in the services yous offer or a lack of information on your website. Use this information to accost your visitors' concerns head on—which, in turn, should help yous improve conversion rates.

v. What inverse for you after you started using our product?

This will only apply to existing users of your production or service, but it helps you lot understand the details of how your product helps customers get their job done—and you can feature their statements in your testimonials to help convince other prospective customers to join y'all.

Customer feedback questions to improve your marketing efforts

Marketing can be time- and money-intensive, and so it helps to apply your customers' feedback to make sure your efforts are effective and well-targeted.

6. Where did you first hear most us?

Web analytics data tin can tell you where traffic is coming from, but it can't identify the driver thatultimately led someone to type the name of your site into the URL bar. Customers may take heard virtually your product from a friend or on a podcast or perhaps on social media—the only way to collect that information is to enquire directly.

7. Have you used our [product or service] earlier?

This helps mankind out the customer'southward human relationship history with your visitor. Are they a long-time user of your services, or is this their beginning spin? That information tin can inform the rest of their survey answers by letting you know their familiarity and expertise with your offerings.

8. Why did you choose to use our [production or service] over other options?

What sets you apart from your competitors? This helps you approximate how y'all're competing with others in your customers' mind on price, service, solutions offered—and you might even observe a competitive advantage you were non aware of.

ix. Have you used a similar [product or service] before?

Acquire whether the customer has used one of your competitors previously or whether this is their kickoff experience with you. Knowing their experience level with your product—and others like information technology—can add context to their other survey answers.

10. How do you use our product/service?

Learning about how the customer uses your product on a practical level tin can requite you insight into the most of import features that you offer. It might also open up your eyes to unique use cases you may not take been aware of.

Client feedback questions to ask on a web folio

In general, yous want a web page to exist attractive, intuitive, and helpful for customers. You tin can use on-folio surveys (that pop-upwards or slide-in from the side of the page) to poll customers on their opinions, which will assist you improve your web page and the overall customer experience.

Pro tip: to take this a stride farther, y'all can run a website survey in conjunction with, or as a follow-upwardly to, usability testing sessions that help you dig deeper into potential usability and clarity bug with a scattering of your customers.

11. How tin can we make this folio meliorate?

Apply a 1-question popular-up poll to assemble feedback on specific web pages. Considering this question is completely open up-ended, significant that you are not restricting your users to a yes/no or multiple-selection reply, you may receive suggestions or feedback yous hadn't considered.

12. What's the Ane thing our website is missing?

Even if a customer is pleased with your site, there is always room for improvement. Use this question to assist place holes in your existing services and highlight areas where you can build and expand.

13. What, if annihilation, is stopping you lot from [taking action] today?

Use a pop-upwards to query potential customers nearly their purchasing reservations. Do they demand more information? Are they intimidated by the price tag?

14. What are your main concerns or questions near [product or service]?

This is a variation on question #three to a higher place—the divergence is this one is asked in the context of the website itself. Ideally, your spider web page volition answer all of the potential customer's questions and concerns and so that they tin buy with conviction; answers to this question will let you know if any important data is vague or hard for users to find.

15. Thanks for [taking activity]! How are you lot planning to employ [production or service]?

Ask this question in a post-purchase survey to become a better view of the customer's plans for your product. This will give you some insight into why people are buying your goods or services, and it may help you place niche utilise cases you could leverage farther.

Customer feedback survey questions to inquire when a production isn't selling

When your product is underperforming, turn to your customers to find out what yous're doing wrong and how yous tin improve. Information technology's hard to ask people why they aren't ownership your product, but you can get a sense of your target audience's needs: email an open-ended survey to recent customers to learn more than nigh how they felt well-nigh purchasing your product.

16. How would you describe the buying experience?

One possible reason for a dip in sales is that the buying process is too confusing or onerous and is driving potential customers away. Enquire existing customers about their ownership experiences to place areas for improvement for all of your potential ones.

17. Practice you feel our [product or service] is worth the price?

Another major sticking point for potential customers is toll. If your offerings are perceived as poor value for money, you lot may demand to reevaluate your pricing structure or work to make your value clearer/more explicit.

18. What convinced you to buy the product?

What were the hooks that persuaded your customers to accept the plunge? Effort to understand these driving forces, then replicate and emphasize them.

19. What challenges are you trying to solve?

What are the major issues that are causing customers to turn to your product for assist? Knowing this can help yous make sure you are meeting their expectations.

20. What most stopped you from ownership?

Finally, what are the barriers or obstacles that might deter potential customers from following through? You desire to identify and try to minimize these issues.

Customer feedback questions to amend a production or service

Enquire your customers for honest feedback about your actual products and services to larn what'due south pleasing them and what isn't working. Continue to refine and better your offerings to better meet customer needs.

21. What do you lot like well-nigh nearly our [product or service]?

It's ever skilful to know what parts of your products are pleasing customers. Make certain to maintain or expand on those attributes in future product iterations.

22. What do you like least?

Likewise, it'southward of import to place areas for comeback.

23. What feature/option could we add to make your feel better?

Fifty-fifty satisfied customers may accept ideas for new features or ways to improve your product.

24. How could we take gone in a higher place and beyond?

Learn what would make your customers sit down up and say "wow!" These suggestions may not be obtainable, but they're a good window into what delights your customers.

Customer feedback questions to measure the customer experience

The concept of "a practiced customer experience" can wait a bit intangible and difficult to mensurate—and this is exactly where the adjacent 3 questions come up in.

25. Net Promoter Score (NPS): how likely are you lot to recommend our products?

Studies accept shown that customers' willingness or reluctance to recommend your product to friends and family is an fantabulous indicator of their level of satisfaction.

Ask customers to rank, on a calibration of 0-10, how probable they are to recommend your products. This information will allow you to summate your customers' Net Promoter Score, or NPS.

26. Customer Satisfaction (CSAT): how satisfied are yous with our product/services?

How happy are customers with your product? Instead of posing this as an open-concluded question, you could likewise ask "Are yous satisfied with our product?" in a pop-up poll to calculate a customer satisfaction (CSAT) score.

27. Customer Attempt Score (CES): how like shooting fish in a barrel did (organization) make it for you to solve your issue?

In general, customers want to spend the least amount of effort when completing a task or solve a problem. When you ask them to score how much effort it took to complete a task/solve an issue, you go a clear moving-picture show of where to amend your processes moving forward.

One last question

At the end of multiple-question surveys, we like to add 1 final bonus question.

28. Is there anything you'd like to add together?

Always give your customers a chance to offer feedback at the terminate of a survey. Many people will exit this section bare, but a surprising number of people volition take a outburst of insight or a helpful answer to a question y'all never even idea to ask.

Our biggest survey tip is simply to encourage people to be honest. Really emphasize that you desire them to be brutally, 100% honest, and that all feedback is helpful. This will free them up to tell you lot what they really call up.

Final tips: getting the customer feedback you need

Customer feedback is extremely valuable because it gives your customers a phonation and an opportunity to share what parts of your business are working ornot working for them. Even so, to go reliable and useful information, you must enquire the correct questions in the right way. Here are four concluding tips:

Know what information you lot want to collect

Before you even start writing whatsoever of the questions, pin downwards exactly what you're hoping to achieve. Do y'all desire to:

• Know how people feel a specific website folio or customer procedure?

• Improve your marketing techniques?

• Begin new services to offering your existing user base of operations?

Your goals will dictate the kind of questions yous need to ask customers.

Keep your survey short

Filling out a feedback survey can be a big inquire for decorated customers, and then keep yours every bit brief as possible. You probably won't be able to enquire every question you would like, so prioritize the data that is most useful to you.

Selection the correct format

There are two major formats of customer surveys: long, multiple-question surveys and very short on-page polls.

• On-folio polls typically consist of only one or ii questions and are perfect for collecting a snapshot of information about a specific page or process. Because they take near no fourth dimension to complete, response is usually high.

• Longer surveys help you collect more in-depth information, just the more than questions you ask, the fewer responses you are probable to receive. As a dominion of thumb, inquire as few questions as possible to become the data you need.

Test the survey before sending information technology to customers

If you are new to client surveys, start off with a single-question on-folio poll. Then, work your way up to longer multiple-question surveys.

If you are sending out a longer survey, ask coworkers or other connections to make sure that it's well worded. The questions should be clear and concise then that customers know exactly what kind of information yous're looking for.

Related manufactures

User research

How tracking user behavior on your website can ameliorate customer experience

Imagine you lot're running a brick-and-mortar store. From your perch at the counter, you can see and set any issues the customers take equally they motility effectually the shop: if they have trouble navigating the aisles, you can make adjustments and aid out; when they come upwards to the counter, you can strike upwardly a conversation and learn who they are and what they're looking for.

Hotjar Team

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Understanding and measuring your Client Effort Score (CES)

There'southward a reason why moving junk food to a hard-to-reach shelf might help u.s.a. eat less of it: the location is impractical, it'south going to take effort to accomplish it, and—unless the motivation is actually stiff—nearly of the time we end up non actually bothering.

Sometimes, online businesses are exactly like that hard-to-attain shelf: something impractical that requires extra endeavour and make people lose motivation and leave.

The good news is that in that location is a simple way to find out if that's the instance with your business organisation: all y'all have to practice is enquire your visitors and customers how much effort they accept to put into doing business with you. This is the Customer Attempt Score (CES), and measuring it can help you lot make accurate predictions of futurity business success or failure.

Fio Dossetto

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The customer feedback guide: analyzing and collecting client feedback (and using it to grow)

At Hotjar, customer feedback is at the cadre of what nosotros do. Nosotros desire all of our team members to obsess over the wants, needs, and opinions of our users and customers, and in plough, we encourage our users and customers to obsess over their users and customers. It's a virtuous bike where everybody can have the best experience possible.

There are no quick hacks or fancy solutions here: the nigh directly manner to find out what's working (or non) for customers is by merely asking them. In this article, nosotros prove you why you should collect feedback from customers, how to do it, and how to utilize that information to make positive changes.

Diana de Jesus

russellarehiscied.blogspot.com

Source: https://www.hotjar.com/blog/customer-feedback-questions/

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