A customer satisfaction survey is a short questionnaire that measures what your customers think of a purchase or a service: a rating, a recommendation, a comment. It gives a voice to disappointed customers, who most often leave without complaining.
Example questions
- Are you satisfied with your purchase? (stars)
- Does the product match the description? (scale from 1 to 5)
- How would you rate the delivery: lead time, packaging, condition? (matrix)
- Would you recommend us to a friend or relative? (NPS from 0 to 10)
- What could we have done better? (free text)
Five to eight questions are enough: the customer answers in under two minutes.
When should you send it?
Right after the experience: a few days after delivery for a purchase, the same day for a service. Through an email campaign to your recent customers (email address already filled in), a link in your emails, a QR code at the counter or on your website.
Calling back disappointed customers
After a low rating, a condition asks what was disappointing, then “Would you like us to contact you?”. A tag on the “Yes” answer and the notification to your team give you the list of people to call back.
For likelihood to recommend: measure and calculate your NPS.
Template and detailed questions: customer satisfaction questionnaire.
Mailpro forms, surveys and quizzes
Measure your customers' satisfaction
A short questionnaire, sent at the right time, with the customers to call back.