Writing Good Customer Survey Questions

Customer survey results

The quality of your survey is determined by the results given. However, you want to have excellent questions to obtain results that meet your goals.

When designing a questionnaire, make sure to provide a smooth experience. Abandoning a questionnaire is a very common practice so that you won’t meet your specific goals. Instead, you should pay close attention to every step of the process. This will ensure honest answers, which will help you understand consumer’s behavior.

Keep it neutral

A survey will deepen your relationships with your customers, so let them express their actual experiences. Don’t share your opinion, and don’t ask if they agree with what you have said. Rather keep questions neutral and let the respondents reflect their thoughts.

If you make a specific statement, this can influence the respondent’s answer. When asking questions, don’t make a statement. And you want to avoid answers that aren’t honest. These will affect the results, so your campaign won’t give you the answers you were looking for.

Wide-set of answers

You need to provide a comprehensive set of answers so that the respondents can choose the one that matches their thoughts. If you don’t give enough options, they might provide an answer that isn’t honest. Make sure to provide options ranging from excellent to not satisfying to get honest answers.

Closed-ended questions are your focus

While writing might give you the needed results, people might not feel comfortable with it. On the other hand, open-ended questions require more time and effort. Close-ended questions provide a defined set of answers, so respondents can promptly clarify them.

Make sure to focus only on close-ended questions. If you need an open-ended response, make sure to add a maximum of two questions. These should be the last ones on the question list to get the other answers if the respondent does not have time to write.

Different questions

When designing your survey, make sure to stay away from questions that look similar. If the respondent recognizes a pattern, they will put less effort into answering and go with the flow. Instead, make sure to induce different varieties of questions. Ask your questions in different ways, change the question types, or space out the ones that look the same.

Optional choices

Be aware of the fact that the respondent doesn’t know all the answers. Or they might not feel comfortable answering specific questions. Don’t make them feel obligated to provide an answer and make tacky questions optional. According to research, a respondent will abandon the survey or give a random answer in cases like these. To avoid this behavior, mark some of the questions as optional.

Make the questions clear

Some questionnaires may contain double-barreled questions. This indicates that the question requests about providing feedback for two subjects.

The questions require the individual to share if they are satisfied with the customer support and the product itself. These are pretty different topics, so that the respondent may have different opinions. While they may love your goods, they might not be happy with the consumer assistance. Forcing respondents to resolve this subject will result in dishonest answers because the question format isn’t suitable. Therefore, make sure that each question refers to one topic at a time.

Test your survey

Once your survey is completed, don’t rush to send it out to respondents too soon. Make sure to do a double check by yourself, but also do a test. Forward it to your co-workers and ask them for an honest opinion. This way, you can discover the mistakes in advance. A good survey should present a smooth activity for respondents while allowing honest opinions.

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