30 Questions for Your Next Feedback Form

Knowing what your customers are thinking isn't always easy. But giving them a feedback form to answer is a great way to see what they love, what they hope for, and what they are concerned about.

Feedback forms are a great way to guide yourself into the next step of your business. You can gauge customer satisfaction, employee interactions, product improvement, and even go fishing for compliments to add to testimonials.

Keep 3 different types of questions in mind:

Open-Ended Questions: You can gain more information since the response requires more details. But be careful and sparingly with them. Customers are more likely to skip questions that require more effort.

Options: Answers are more specific than "yes" or "no" and can be combined into well-organized data. However, be particular about the answer options you give since customers only have the selections you provide.

Yes/No: These are the quickest to answer, so customers are likely to answer more. These questions can help you quickly identify issues, but not necessarily give you much insight as to how to fix them.

You'll want to be strategic in what questions you ask, how many you include, and when you ask your customers to answer them.

Improving Customer Service:

1. How were you greeted?
2. Did you find our staff helpful?
3. How can we improve your experience?

Understanding Your Customers' Needs:

1. How does our business solve a problem or challenge you have?
2. How long did you use our product/service before seeing results?
3. Can we make this solution more effective?

Understanding Your Customers:

1. What is your age/gender/job title?
2. Which do you use more: TV, phone, or laptop?
3. Do you use free trials, coupons, or other offers?

Improving Product/Service:

1. Which features do you love?
2. Which features do you wish we had?
3. What would you change about our product/service?

Showcasing Strengths

1. How has our product/service made an impact on you?
2. What would you tell your friends about our business?
3. How would you rate your experience?

Solve Problems

1. Is our product/service no longer useful to you?
2. Is there another reason that has caused you to leave?
3. Are you testing out a competitor?

Improve Marketing Message:

1. How did you find us?
2. How long have you been a customer?
3. How often do you use our product/service?

Learn About Competitors

1. What were you using before you found us?
2. Do you miss anything about the product/service you've used before?
3. What can our business do better?

Improve Website:

1. Was our website easy to use?
2. Did you find what you were looking for easily on our website?
3. What would you change about our website?

Test a Product or Service Strategy:

1. Would you find [new product] useful?
2. If we provided [rewards program/discounts/special] would you use it?
3. Would you be interested in testing [new product]?

You can reward customers for filling a form out (discount coda, gift card drawing). You can keep it short (and let them know it'll just take a moment of time). You can also use it as a reason to follow up with specific customers (Thanks for letting us know about this issue, we are working to fix it and will let you know when we have a solution).

But the key is to take action for improvement after. After all, your business isn't good to anyone if it stays stagnant for too long.

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