Creating engaging and insightful feedback forms is essential for gathering actionable data on customer experiences. By asking the right questions, CX professionals can better understand customer needs, improve satisfaction, and foster loyalty. Feedier’s Customer Intelligence Platform (CIP) enables organizations to collect and analyze feedback at key moments in the customer journey.
This list of 100 questions includes question types and descriptions, helping you create forms that yield meaningful insights.
1. General Customer Satisfaction Questions
These questions help gauge customer satisfaction and identify areas for improvement.
1. How would you rate your overall experience with [Product/Service]?
- Question Type: Rating Scale (1-5 or 1-10)
- Description: This question assesses the general level of satisfaction and can be used to identify overall positive or negative experiences.
2. Did [Product/Service] meet your expectations?
- Question Type: Yes/No
- Description: A simple yes or no question to quickly gauge whether the service met customer expectations.
3. How likely are you to recommend [Product/Service] to others?
- Question Type: NPS (Net Promoter Score)
- Options: 0 (Not Likely) – 10 (Very Likely)
- Description: Measures customer loyalty by asking how likely they are to recommend the product, often used as a key metric in customer satisfaction.
4. What did you like most about your experience with [Product/Service]?
- Question Type: Open-Ended
- Description: This question allows customers to highlight what they enjoyed, providing insights into features that resonate with users.
5. What did you dislike about your experience with [Product/Service]?
- Question Type: Open-Ended
- Description: By inviting customers to share what they disliked, you can identify specific pain points and improvement areas.
6. How satisfied are you with the quality of [Product/Service]?
- Question Type: Rating Scale (1-5)
- Description: Provides insight into perceived quality, which can inform product or service development.
7. How does [Product/Service] compare to similar products you’ve used?
- Question Type: Multiple Choice
- Options: Much Better, Better, About the Same, Worse, Much Worse
- Description: Helps assess how the product stands in comparison to competitors.
8. Was the product/service easy to use?
- Question Type: Customer Effort Score
- Description: This question evaluates ease of use, a key factor in user experience.
9. How would you rate your satisfaction with our company overall?
- Question Type: Rating Scale (1-10)
- Description: Assesses overall satisfaction with the company, providing a broad view of customer sentiment.
10. How would you describe your experience with our brand in one sentence?
- Question Type: Open-Ended
- Description: Allows customers to share their perception of the brand, helping you understand overall brand sentiment.
2. Loyalty and Retention
These questions help assess customer loyalty and identify factors that influence retention.
11. What was the main reason you chose [Product/Service] over others?
- Question Type: Multiple Choice
- Options: Price, Quality, Features, Brand Trust, Other
- Description: Identifies the main factor that drove the customer’s decision to choose your product or service.
12. How frequently do you use [Product/Service]?
- Question Type: Frequency Scale
- Options: Daily, Weekly, Monthly, Rarely
- Description: Determines usage frequency, which can indicate engagement levels.
13. How likely are you to renew your subscription or repurchase [Product/Service]?
- Question Type: Rating Scale (1-5)
- Description: Predicts customer retention by assessing the likelihood of repurchase or renewal.
14. Have you recommended [Product/Service] to others?
- Question Type: Yes/No
- Description: This question evaluates advocacy, a key metric in understanding brand loyalty.
15. What would make you more likely to continue using [Product/Service]?
- Question Type: Open-Ended
- Description: Gathers suggestions on improvements or changes that could increase loyalty.
16. What could we do to make your experience with [Product/Service] even better?
- Question Type: Open-Ended
- Description: Allows customers to provide actionable feedback for enhancing their experience.
17. How likely are you to explore other products/services from our brand?
- Question Type: Rating Scale (1-5)
- Description: Measures interest in additional offerings, helping gauge cross-selling potential.
18. How much do you trust [Product/Service]?
- Question Type: Rating Scale (1-5)
- Description: Trust is essential for loyalty; this question assesses the level of trust customers have in your brand.
19. What factors are most important to you when choosing a provider?
- Question Type: Multiple Choice
- Options: Cost, Quality, Customer Service, Features, Brand Reputation
- Description: Identifies key decision drivers that impact customer choice.
20. What, if anything, would make you switch to a competitor?
- Question Type: Open-Ended
- Description: Helps identify potential risks for churn by understanding factors that may lead to switching.
3. Product and Service Feedback
Gathering product-specific feedback helps guide development and enhance the user experience.
21. How would you describe your experience using [Product/Service]?
- Question Type: Open-Ended
- Description: Allows customers to provide in-depth feedback on their experience with the product.
22. Which feature of [Product/Service] do you find most valuable?
- Question Type: Multiple Choice
- Options: [List Features]
- Description: Identifies the feature that offers the most value, helping focus on what matters most to customers.
23. What, if anything, do you find challenging about using [Product/Service]?
- Question Type: Open-Ended
- Description: Collects insights on usability or product challenges to inform potential improvements.
24. How easy was it to navigate through [Product/Service]?
- Question Type: Rating Scale (1-5)
- Description: Assesses ease of navigation, an important factor in customer experience.
25. What additional features would you like to see in the future?
- Question Type: Open-Ended
- Description: Gathers customer suggestions for new features, aiding in product roadmap planning.
26. How well does [Product/Service] integrate with your existing tools?
- Question Type: Rating Scale (1-5)
- Description: Measures integration quality, particularly useful for products that complement existing software or workflows.
27. Do you feel that [Product/Service] is priced fairly?
- Question Type: Yes/No
- Description: Provides a quick assessment of perceived value and pricing fairness.
28. Are there any features you don’t use? If so, why?
- Question Type: Open-Ended
- Description: Helps identify underutilized features and understand why customers may not use them.
29. How satisfied are you with the performance of [Product/Service]?
- Question Type: Rating Scale (1-5)
- Description: Directly assesses customer satisfaction with product performance, offering insight into reliability.
30. What specific functionality do you find most useful in [Product/Service]?
- Question Type: Open-Ended
- Description: Helps determine which specific functions customers find most beneficial.
4. Customer Effort and Journey Experience
These questions help identify friction points in the customer journey, allowing for improvements in usability and accessibility.
31. Was it easy to find what you were looking for on our platform?
- Question Type: Yes/No
- Description: Determines whether customers find your platform intuitive and easy to navigate.
32. How would you rate the ease of setting up [Product/Service]?
- Question Type: Rating Scale (1-5)
- Description: Assesses the initial setup experience, a crucial aspect of onboarding satisfaction.
33. Did you encounter any issues during the purchasing process?
- Question Type: Yes/No
- Description: Identifies potential pain points in the purchase journey.
34. How intuitive was the onboarding process for you?
- Question Type: Rating Scale (1-5)
- Description: Measures the ease and clarity of the onboarding process.
35. How easy was it to complete your desired action?
- Question Type: Rating Scale (1-5)
- Description: Assesses ease of completing key actions, such as signing up, purchasing, or using a feature.
36. How user-friendly did you find our website/app?
- Question Type: Rating Scale (1-5)
- Description: Evaluates the user experience on digital platforms, identifying potential areas for improvement.
37. How quickly were you able to get support, if needed?
- Question Type: Rating Scale (1-5)
- Description: Measures response time effectiveness, a crucial factor in customer satisfaction.
38. How much effort did it take to resolve your issue?
- Question Type: Effort Scale (1-5)
- Description: Gauges the amount of effort customers need to invest in resolving issues, helping to identify process inefficiencies.
39. What could make your experience with our product easier?
- Question Type: Open-Ended
- Description: Allows customers to suggest ways to reduce friction and improve usability.
40. How likely are you to use our self-service resources in the future?
- Question Type: Rating Scale (1-5)
- Description: Assesses the effectiveness and appeal of self-service resources, such as FAQs or help centers.
5. Quality of Customer Support
Customer support quality has a significant impact on brand loyalty. These questions help evaluate your support team’s effectiveness.
41. How satisfied were you with the speed of our support team’s response?
- Question Type: Rating Scale (1-5)
- Description: Measures satisfaction with response time, an important component of support quality.
42. Was your issue resolved to your satisfaction?
- Question Type: Yes/No
- Description: A quick check to ensure that the support team addressed the customer’s concern effectively.
43. How would you rate the friendliness of our support staff?
- Question Type: Rating Scale (1-5)
- Description: Evaluates the interpersonal skills of the support team, which can impact customer perception.
44. How knowledgeable did our support team seem?
- Question Type: Rating Scale (1-5)
- Description: Assesses the expertise of support representatives, a key factor in issue resolution.
45. Did you feel supported during your interaction with our support team?
- Question Type: Yes/No
- Description: Determines whether customers felt genuinely helped and supported during the interaction.
46. How well did our support team understand your issue?
- Question Type: Rating Scale (1-5)
- Description: Measures the ability of the support team to comprehend and address customer issues effectively.
47. How satisfied were you with the follow-up provided by our support team?
- Question Type: Rating Scale (1-5)
- Description: Evaluates the effectiveness of post-interaction follow-ups, ensuring issues are thoroughly resolved.
48. What could we improve in our support process?
- Question Type: Open-Ended
- Description: Allows customers to suggest ways to enhance the support experience.
49. How likely are you to contact support in the future if needed?
- Question Type: Rating Scale (1-5)
- Description: Predicts future reliance on support, often indicating the clarity of existing resources.
50. Did you feel that your issue was given the appropriate priority?
- Question Type: Yes/No
- Description: Gauges whether customers feel their issues were handled with the urgency they expected.
6. Brand Perception and Value Alignment
Understanding how customers view your brand helps refine messaging and align with customer values.
51. What three words would you use to describe our brand?
- Question Type: Open-Ended
- Description: Captures customer perception in a concise way, helping shape brand messaging.
52. How well does our brand align with your values?
- Question Type: Rating Scale (1-5)
- Description: Measures brand alignment with customer values, a critical factor in brand loyalty.
53. What drew you to our brand initially?
- Question Type: Multiple Choice
- Options: Reputation, Recommendations, Values, Product Quality, Other
- Description: Helps understand the initial attraction to the brand, valuable for refining acquisition strategies.
54. How would you rate your connection with our brand?
- Question Type: Rating Scale (1-5)
- Description: Measures the emotional connection between the customer and the brand.
55. How likely are you to engage with our brand on social media?
- Question Type: Rating Scale (1-5)
- Description: Assesses the level of engagement and willingness to interact with the brand in a digital context.
56. How consistent is our brand messaging?
- Question Type: Rating Scale (1-5)
- Description: Evaluates the perceived consistency of your brand’s message across touchpoints.
57. How would you describe our brand’s personality?
- Question Type: Open-Ended
- Description: Allows customers to share their perception of the brand’s personality, which can inform branding strategies.
58. What about our brand do you find most appealing?
- Question Type: Open-Ended
- Description: Identifies the unique aspects of the brand that resonate with customers.
59. How likely are you to explore other offerings from our brand?
- Question Type: Rating Scale (1-5)
- Description: Gauges cross-selling potential and interest in additional products or services.
60. How does our brand compare to others in the market?
- Question Type: Rating Scale (1-5)
- Description: Assesses the brand’s standing relative to competitors, valuable for competitive analysis.
7. Competitive Benchmarking
Competitive benchmarking questions help assess why customers chose your brand over competitors, and what might make them switch.
61. What other products or services did you consider before choosing ours?
- Question Type: Open-Ended
- Description: Helps understand the competitive landscape and customer decision-making.
62. How does [Product/Service] compare to similar offerings in quality?
- Question Type: Rating Scale (1-5)
- Description: Measures how your product is perceived in comparison to similar options.
63. What factors led you to choose us over competitors?
- Question Type: Multiple Choice
- Options: Features, Pricing, Brand Trust, Reputation, Other
- Description: Identifies the primary reasons customers selected your product over competitors.
64. Is there anything competitors offer that you wish we did?
- Question Type: Open-Ended
- Description: Reveals potential areas for product or service expansion based on competitor offerings.
65. How likely are you to switch to a competitor in the future?
- Question Type: Rating Scale (1-5)
- Description: Gauges the risk of customer churn by assessing potential switch likelihood.
66. How satisfied are you with our product/service relative to competitors?
- Question Type: Rating Scale (1-5)
- Description: Compares customer satisfaction with your product/service versus competitors.
67. What would make our offering more competitive?
- Question Type: Open-Ended
- Description: Allows customers to suggest changes or additions that could enhance competitive positioning.
68. How does our pricing compare to competitors?
- Question Type: Rating Scale (1-5)
- Description: Evaluates perceived pricing competitiveness, offering insights into pricing strategy.
69. What differentiates us from other brands you’ve tried?
- Question Type: Open-Ended
- Description: Identifies distinguishing factors that set your brand apart, valuable for messaging.
70. How aware are you of our competitors?
- Question Type: Rating Scale (1-5)
- Description: Assesses customer awareness of alternative options, helping to understand competitive pressures.
8. Open-Ended Feedback
Open-ended questions allow customers to express detailed opinions, revealing valuable insights beyond specific metrics.
71. What do you wish we would have asked you?
- Question Type: Open-Ended
- Description: Allows customers to share topics they feel are important but weren’t covered in the survey, providing unexpected insights.
72. How has [Product/Service] impacted your daily life or work?
- Question Type: Open-Ended
- Description: Encourages customers to share the real-world impact of your product, valuable for understanding practical applications.
73. What would make you feel more valued as a customer?
- Question Type: Open-Ended
- Description: Offers insights into customer expectations for service and experience improvements, helping enhance brand loyalty.
74. Can you describe a memorable experience with our brand?
- Question Type: Open-Ended
- Description: Captures customer stories that highlight positive or negative interactions, valuable for experience optimization.
75. Do you have any additional feedback or suggestions for us?
- Question Type: Open-Ended
- Description: Provides a space for additional thoughts or suggestions that may not have been covered by specific questions.
76. What problem does our product help you solve?
- Question Type: Open-Ended
- Description: Helps identify the primary pain points or challenges that your product addresses, valuable for refining positioning.
77. How would you summarize your experience with our product?
- Question Type: Open-Ended
- Description: Encourages customers to describe their experience in their own words, often revealing key themes and sentiments.
78. Do you have suggestions for new product features?
- Question Type: Open-Ended
- Description: Allows customers to propose new features or improvements, helping to inform future product development.
79. What specific needs does our product fulfill for you?
- Question Type: Open-Ended
- Description: Helps identify customer needs met by your product, valuable for understanding product relevance and alignment.
80. Are there any questions we didn’t ask that you would like to answer?
- Question Type: Open-Ended
- Description: Gives customers an opportunity to share additional insights, helping capture any missed feedback.
9. Industry-Specific Feedback
For industry-specific insights, these questions assess how well your product or service aligns with the unique needs of your customers’ sector.
81. How well does [Product/Service] meet your industry-specific needs?
- Question Type: Rating Scale (1-5)
- Description: Assesses the product’s relevance and functionality within the customer’s specific industry.
82. How satisfied are you with our understanding of your industry?
- Question Type: Rating Scale (1-5)
- Description: Measures customer perception of your industry knowledge, crucial for sectors requiring specialized solutions.
83. What features specific to your industry would you like us to offer?
- Question Type: Open-Ended
- Description: Collects suggestions on features that could better meet industry-specific demands.
84. How well do we address your industry’s regulatory requirements?
- Question Type: Rating Scale (1-5)
- Description: Evaluates whether your product complies with industry regulations, critical in highly regulated sectors.
85. How often do you rely on our product for your industry tasks?
- Question Type: Frequency Scale
- Options: Daily, Weekly, Monthly, Occasionally
- Description: Determines how integral the product is to routine industry-related tasks.
86. How does our product compare to industry standards?
- Question Type: Rating Scale (1-5)
- Description: Measures whether your product meets or exceeds industry norms, valuable for competitive positioning.
87. How valuable is our product for your industry’s needs?
- Question Type: Rating Scale (1-5)
- Description: Assesses the product’s overall value and applicability within the customer’s industry.
88. What unique challenges does our product help you solve?
- Question Type: Open-Ended
- Description: Allows customers to identify specific challenges addressed by your product, helping demonstrate its unique value proposition.
89. How would you describe our industry reputation?
- Question Type: Open-Ended
- Description: Provides insights into how customers perceive your brand’s standing and reputation within their industry.
90. What challenges does our product solve for your industry?
- Question Type: Open-Ended
- Description: Identifies industry-specific problems your product addresses, valuable for targeting sector-specific messaging.
10. Future Needs and Product Development
To anticipate and meet emerging customer needs, these questions help identify new product opportunities and desired improvements.
91. What new features would you like to see?
- Question Type: Open-Ended
- Description: Encourages customers to share ideas for future product features, informing product development.
92. Are there upcoming challenges we could help you with?
- Question Type: Open-Ended
- Description: Identifies potential future needs, helping to anticipate product or service adaptations.
93. What would make you more likely to continue using our product?
- Question Type: Open-Ended
- Description: Allows customers to suggest improvements that would strengthen their commitment to your product.
94. How would you rate our product’s ability to adapt to your needs?
- Question Type: Rating Scale (1-5)
- Description: Measures perceived flexibility and adaptability of the product, valuable for assessing product-market fit.
95. Is there anything in our industry you wish we addressed?
- Question Type: Open-Ended
- Description: Collects insights on unmet industry needs that your product could potentially fulfill.
96. How likely are you to adopt new features or upgrades?
- Question Type: Rating Scale (1-5)
- Description: Gauges customer openness to future updates, valuable for product development planning.
97. How well does our product evolve with your needs?
- Question Type: Rating Scale (1-5)
- Description: Assesses whether the product keeps up with changing customer needs, crucial for maintaining relevance.
98. What additional services would you find valuable?
- Question Type: Open-Ended
- Description: Allows customers to suggest additional services that could complement your product offering.
99. Are you interested in learning more about our upcoming offerings?
- Question Type: Yes/No
- Description: Identifies customers’ interest in new products or services, valuable for pre-launch marketing.
100. How would you rate our commitment to product innovation?
- Question Type: Rating Scale (1-5)
- Description: Measures customer perception of your brand’s commitment to innovation, valuable for positioning as a forward-thinking company.
With these 100 questions categorized by type and purpose, CX professionals can use Feedier’s Customer Intelligence Platform to gather, analyze, and act on insights that drive improvements across customer touchpoints. This structured approach to feedback collection helps organizations deepen their understanding of customers and make data-driven decisions that enhance satisfaction, loyalty, and overall brand experience.
