What Questions Are On Your Customer Survey?

[NikkiQSM]

Greetings all -

I am looking for ideas and thoughts from all on what questions you have on the customer surveys you send out to your customers...

The survey we use, asks the customer to rate (using 1 - 5) on:

Customer Service Response Time​

Customer Service Helpful / Knowledgeable​

Product Delivered On-Time​

Packaging Quality​

Product Quality​

Then there are several questions at the end of the survey, such as:

What can our Company do to better serve you?


Based on your experience using our Company as a Supplier, would you recommend us to others?


Are there any specific quality issues with our product, packaging, delivery or customer service that you have experienced recently?​

Would you use any of these 3 questions?

Are there other questions you would add?

What are your thoughts?

Thank you much -

 

[Mikishots]

We've included more open-ended questions, because we all realize that some rated surveys we fill out just don't allow us to really say what we want. Examples such as "What do you like most about dealing with our company?" and "What do you like the least about dealing with our company?" can reveal some very intersting information that your other questions can never show.

In addition, be careful about how you interpret your scores - fives on all questions (assuming fivesd are good) and a one on one question will still yield an excellent average, but doesn't tell the whole story.

 

[WCHorn]

I am looking for ideas and thoughts from all on what questions you have on the customer surveys you send out to your customers...

Ours is short and sweet. An officer of the company calls the customer's key procurement person and asks two questions:

Name three things we do well.
Name three things we should improve.

We get 100% response. We categorize the responses and use the data at management review meetings to help justify improvement projects. The responses are circulated to all department leaders and officers for review so they can address specific issues cited or congratulate employees cited by the customer for excellent service.