Asking your customers the right questions post-purchase helps you gather invaluable input and reveal opportunities your business didn’t know existed. Surveying your customers (and responding to their feedback) also reassures them about how important they are to you through the effort you take to maintain that relationship.
Customers expect businesses to reach out to them and ask for feedback, but you need to make sure this feedback is meaningful and actionable.
Why is it important to ask your customer questions?
According to research by Microsoft, brands are viewed more favorably by 77% of customers if they proactively invite and accept customer feedback.
It helps you gather feedback on your product or service: you can find out what’s working and what has room for improvement. Don’t just assume that you are meeting your customers’ needs – actually ask them about their experiences with your products and services so you can make appropriate changes.
You can also collect feedback about your customer service experience – find out whether your support team is meeting expectations, evaluate your team’s performance, as well as individual performance. Customers will appreciate being asked about their experience and you will gain deeper insights into how you can improve your operations.
25+ questions to ask your customers, and what to do with their answers
Demographic customer questions
When it comes to marketing and advertising, understanding who your customers are is key to success. You need to know what they pay attention to, and what they respond to in order to deliver relevant marketing messages customers will actually like. Ask for demographic data from your customers in order to build a picture of who they are, develop customer personas, and improve the customer experience.
Examples:
1.What is your age?
2. Where do you live?
3. What is your job title?
4. What is the size of the company you work for?
5. Do you read paper books, magazines, and newspapers, or read online?
6. What do you use most: TV, smartphone, or laptop?
How demographic customer questions help you
Using demographic customer questions helps you understand the types of customers you have, their likes and dislikes, and factors that may influence them to purchase. You can develop marketing messages that are more relevant to your target audience and increase conversions.
You can define how these demographics influence their expectations, opinion about the product, purchase decisions, and post-purchase problems. You’ll be able to segment customers based on their traits such as age, income, and spending habits to provide more targeted marketing communications.
Customer service questions
Customer service is the factor that can be the difference between long-term happy customers and customers who churn quickly. It’s important to find out what customers think of the experience they had with you.
Examples:
7. Are you satisfied with the service you received?
8. Were you greeted in a friendly manner?
9. Did our staff answer your questions?
10. Did you find our staff helpful and courteous?
11. Were you served promptly with the right resolution?
12. How can we make our support even better?
How customer service questions help you
Evaluate your existing customer service setup for efficiency and find out common points along the customer journey that leave customers less than satisfied. You can define the areas in which your support staff require more training so they can better meet the needs of your customers.
You can also upgrade support processes that consume more time and that keep your customers waiting around, gain insight into the activities that are draining the resources of your support reps and find out if you need to train your staff on empathy and product knowledge.
Questions for churned customers
Just as it’s important to survey existing customers, it’s also important to reach out to those customers who have churned and no longer want to buy from your business. If you don’t conduct an exit survey of your churned customers, you’ll never get the chance to find out what you did wrong and how to avoid the same situation with other customers.
Examples:
13. Is our product/service no longer useful to you?
14. Did the price of our product/service cause you to leave?
15. Have you decided to test out a competitor?
16. What would you like to see changed?
17. What would you say about your experience?
How survey questions for churned customers help you
With this feedback, you can identify where your offering did not live up to customer expectations and then make changes to the user experience.
You can build a better value proposition after understanding customer pain points and match up to competitors. Identifying why your customers churn will enable you to come up with churn reduction strategies and, as a result, speed up business growth.
Customer questions for user experience
In general, you want your website and the rest of your online offerings to be attractive, intuitive, and helpful for your customers. Use a pop-up survey to ask customers about their online experience with your brand to see whether it is working for them, and see where you can make improvements to your offerings.
Examples:
18. What did you think about our online experience?
19. Did you find all the necessary information on our website?
20. How easy was it to resolve issues from our self-service portal or get on a chat with us from your account?
21. How was your ordering experience?
How customer questions for user experience help you
Gathering customer feedback in user experience can help you fine-tune the digital experience you offer, considering it plays an important role in all modern-day businesses. You can measure customer satisfaction and the likelihood of whether they would recommend your brand to others.
You can make all customer touchpoints smoother and influence more online conversions by making the process easier.
Post-purchase customer questions
If someone has already decided to buy from you then you need to make completing the purchase as easy as possible. Errors in this process will turn customers away at the crucial moment, and undermine your efforts to bring customers to the point of sale. Ask your customers for feedback on the purchasing process to help make improvements.
Examples:
22. Are you satisfied with your purchase?
23. Does the product you’ve bought meet your expectations?
24. Would you renew your purchase?
25. How willing would you be to recommend our products to those around you?
26. What features would you like us to add or improve on?
How post-purchase customer questions help you
A post-purchase survey can help you uncover the positives(and negatives) of doing business with you. You can improve post-purchase customer engagement by soliciting customer feedback and making sure the experience doesn’t just stop at the checkout page. Feed this information back into your marketing loop to reduce friction during the checkout process.
If customers have positive things to say, you can increase customer advocacy by inspiring good word of mouth about your product since you took the time to survey your customers.
You can also identify opportunities to finesse your offerings and also explore new ways to solve customer problems.
Tailor customer questions to your industry
Customer survey questions help find out what they really think about your company and learn more about their expectations. You can then use this information to improve the customer experience and deliver better services or products. Create your surveys with this end goal in mind and you’ll be able to gather quality and actionable feedback from your customers.
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