Questions for Customer Service:

Customer support is the main touch point between your customer and your company.
Making sure that your customers are having an optimal experience with your agents can
be just as important as their happiness with your product or service – a good customer
support team inspires loyalty and trust.

To understand how crucial the relationship between your customer service team and
your customer.

 42% are put off by rude or unhelpful staff

 29% are annoyed by a lack of staff knowledge
 32% are fed up of speaking to multiple agents
The following questions can help you assess customer service competency:

1. Are you satisfied with how your agent handled your inquiry?
2. Did your agent resolve your issue competently?
3. Was your solution/answer delivered in a timely manner?
4. How many agents assisted you today?
5. Did your agent communicate in a clear manner?
6. Did you feel confident in your agent’s ability to help you?
7. Overall, did you feel that your agent was knowledgeable about the
company/product?
8. Was your agent professional and courteous?
9. Did your agent make you feel like a valued customer?

Questions for Products and Shipping:

Your product is the bread and butter of your business. If your customer isn’t enjoying
your product, or isn’t receiving it in the best way possible, the long-term success of your
company could be in jeopardy.
And customer expectations surrounding shipment are growing: 38% of European
shoppers expect that their shipment will arrive the next day.

The questions below are important to add to your survey if you’re testing a new product
or shipment option, or just want general feedback:

10. Are you happy with your shipping options? If not, what type of shipping could we
offer to enhance your shopping experience?

12. Did the product arrive on time?

13. Did the product meet your expectations?

14. Did the photograph of the product on our website accurately represent what you
received?

15. Did the description of the product on our website accurately represent what you
received?

16. Did you receive the correct product?

17. Is using product/service X simple? If not, what are you having trouble with?
The questions below will help establish how your customers truly feel about doing
business with you, now and in the future:

18. Would you recommend our services/products to a friend? If not, why?

19. Will you use our services/products to meet your X needs in the future?

20. Will you buy more/similar products from our company?

21. Do you identify as a loyal customer of our brand?

22. Would you like to receive information regarding our new releases/future sales?

Questions for Marketing and Community

Outreach:
Although it’s easy to overlook, knowing how your customers found you gives you
knowledge of how to best attract customers in the future.
Though your marketing team puts a lot of effort into getting your name out there,
sometimes visitors find your brand through channels you didn’t even know existed.

Perhaps a customer found a review of your product on a blog you didn’t know about, or
received a recommendation from a well-known industry leader. In this case, knowledge
truly is power.

Use the following to strengthen your understanding of what’s bringing customers to your
door:

23. Where did you learn about our services/products? Would you consider that source
to be a trusted and reliable resource?

24. Would you consider speaking to one of our agents for X minutes about how we can
improve our products/services?

25. Are you following us on social media? If so, which platforms do you follow us on?

26. Are you a subscriber to our email newsletter?

27. Do you regularly read our blog?