Customer Satisfaction Survey Questions

Ask the right customer satisfaction surveys questions with Zoomerang's Online Survey Software

Get better survey results with a clear objective and sharp customer satisfaction survey questions

Zoomerang's online customer satisfaction surveys deliver invaluable data — if you have a clear objective and pay careful attention to how you word your online customer satisfaction survey questions.

Closed-ended (e.g.. yes/no) customer satisfaction survey questions can produce very useful answers. Stay away from ambiguous, multi-part survey questions with multiple, biased or mutually exclusive answers.

Use Zoomerang Pro's skip logic so customers can answer customer satisfaction survey questions pertinent to them, based on the responses that the customers have already given. Use multiple-choice survey questions to supplement, and if you decide to use scale questions, make your scale consistent.

Give customer satisfaction survey takers the option to decline to answer customer satisfaction survey questions they don't want to, or can't answer. Doing so improves the overall quality of your customer satisfaction survey, because customers aren't forced to reply to inapplicable queries with incorrect or false answers. Use mandatory customer satisfaction survey questions with care.

Finally, don't make your customer satisfaction survey read like the tax code — limit the number of scale questions you have on a page to no more than five, so that customer satisfaction survey takers can quickly and accurately complete your customer satisfaction survey.

Select the right customer satisfaction survey question type to gather the most actionable data

As anyone knows who's asked an open-ended question when a closed-ended question would do, asking the right question the right way is a critical factor in making your customer satisfaction survey a success.

Use open-ended questions when you want to hear what your customer has to say, or you're unsure of what all the responses might be. Closed-ended questions have a finite number of answers, so their answers can be analyzed quantitatively. With 15 customer satisfaction survey question type examples to choose from, Zoomerang's online survey tool gives you the capability to ask the following types of closed-end questions:

Closed-ended customer satisfaction survey questions
Use when you can categorize all response data, and when you want to perform quantitative statistical analysis — for example, a yes/no question

Likert-scale customer satisfaction survey questions
Use when you want to assess a person's feelings on a scale (typically 1-5, with 5 being the highest)

Multiple-choice customer satisfaction survey questions
Use when you have a fixed number of options — and remember to tell the customer satisfaction survey participants if they can select more than one answer (remember to instruct customers as to the number of answers to select)

Ordinal customer satisfaction survey questions
Use when you want the customer satisfaction survey participants to rank items in order of importance

Categorical customer satisfaction survey questions
Use when the answers are categories and each response must fall into exactly one of them.Take advantage of our online customer satisfaction survey template examples and expertise.

Zoomerang Pro's extensive free Knowledge Base is the first place to go to find a wealth of resources to help you design your web customer satisfaction survey. Or, gain insights from other Zoomerang users in our forums. Best of all, Zoomerang Pro subscribers can also talk live to our dedicated customer support team toll-free.

If you need help programming your online survey, or want to boost response rates by sending your survey through confidential third-party deployment, our survey experts are available.

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