Customer survey question examples

How to use these examples

These customer survey questions examples are grouped by what you want to learn. Do not use them all. A good survey takes one score question, one open question and at most two or three others from the group that matches your decision. Replace bracketed words with your own and keep the scale consistent.

Satisfaction

• "How satisfied were you with your visit today?" (1 to 5)
• "How satisfied are you with [product] so far?" (1 to 5)
• "What is the main reason for your rating?" (open)

Effort

• "How easy was it to [return an item / book an appointment / get help]?" (1 to 5)
• "How many times did you need to contact us about this?" (once, twice, three or more)

Loyalty and recommendation

• "How likely are you to recommend [brand] to a friend or colleague?" (0 to 10)
• "How likely are you to shop with us again in the next three months?" (very unlikely to very likely)
• "If you shop elsewhere for [category], why?" (open)

Product

• "How well does [product] meet your needs?" (not at all to completely)
• "Was the product as described?" (yes / partly / no)
• "What, if anything, would you change about it?" (open)

Staff and service

• "How helpful were staff when you needed them?" (1 to 5, or did not need help)
• "Did staff have the knowledge to answer your questions?" (yes / partly / no)
• "How long did you wait to be served?" (bands)

Price and value

• "How would you rate the value for money of your purchase?" (very poor to very good)
• "Were prices clear in store?" (yes / no)
• "Did you find any price at billing different from the shelf?" (yes / no)

Store visit

• "Did you find everything you came for?" (yes / some items missing / no)
• "How clean and tidy was the store?" (1 to 5)
• "How long did you wait to pay?" (bands)

Delivery

• "Did your order arrive in the promised window?" (yes / no)
• "Was everything correct and undamaged?" (yes / no)
• "How satisfied were you with the delivery person?" (1 to 5)

Website and app

• "Were you able to do what you came to do today?" (yes / no)
• "How easy was it to [find a product / pay / track an order]?" (1 to 5)
• "What, if anything, got in the way?" (open)

Open questions that work

• "What is one thing we should improve?"
• "What almost stopped you from buying today?"
• "What did you expect that we did not do?"
• "Is there anything else you would like to tell us?"

Profile questions, only if needed

Ask for age band, city or visit frequency only if you cannot get it from your own data and will use it to cut results. Put these last and make them optional.

Common mistakes

• Using every question on the list.
• Asking what you already know.
• Mixing scales within one survey.
• Leading wording.
• No open question.

Common questions

Checklist

• Decision defined.
• One score question.
• One open question.
• Two or three diagnostics at most.
• Consistent scales.
• Profile questions optional and last.

In short

Choose customer survey questions by the decision they support: one score, one open question and a few diagnostics from the right group, with neutral wording and consistent scales.

Doing this with Falcon

Falcon does not run surveys or feedback forms. It analyses the unprompted feedback customers already leave in Google Maps reviews of your locations and Google Play reviews of your app: each review is classified into themes, sub-themes and specific issues from your own taxonomy, with the sentiment of each mention and the exact quote behind it. The groups in this list (staff, price, availability, delivery, digital) work as review themes too. Falcon tracks negative share for each from reviews by store and month, which you can compare with your survey answers.