Experts have predicted that by 2020, Customer Experience is set to take higher priority among customers than product or price. While the majority of businesses have read and understand that it’s an important factor for success, not all of them have the actual means to monitor and improve their efforts. Want to make sure your CX goes above and beyond that of your competitors’? Try these customer experience survey questions from the Mopinion Survey Marketplace!
Or learn more about customer experience survey questions below.
What is Customer Experience? And why measure it?
Gartner defines Customer Experience as ‘the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products’.
But why measure CX? Measuring customer experience allows you to understand how your customers feel about your brand, product or service. It also gives you and your team deeper insights into your customer experience journey as a whole. These insights can then be used to help you and your digital team make informed decisions and ensure your customer experience meets the needs of your customers.
Source: CloudCherry
Customer Experience Survey Questions
Ready to get started measuring your CX? Then it’s time to start deploying customer experience surveys. In the Mopinion Survey Marketplace, you will find two examples of customer experience survey questions:
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1. Customer Feedback Survey (Example)
Customer feedback surveys help users gain deep insights into the customer experience, which in turn provides them with the means to enhance their CX and bring in more customers.
What types of survey questions are best?
You can use a number of different metrics here, such as smileys, stars, ratings (1-10) and capture open comments that give you more detail into why your visitors have provided you with the rating they did.
Check out the survey example here
2. Relationship Net Promoter Score (NPS) Survey (Example)
Relationship NPS surveys are an excellent starting point for measuring both customer loyalty and customer experience, as well as identifying gaps that might need extra attention. In fact, NPS is one of the most widely used metrics among businesses. Being aware of who your detractors are gives you the opportunity to turn them into promoters.
Note: this survey example is not to be confused with the transactional NPS survey, which is only based on a certain event or transaction.
What types of survey questions are best?
Similar to a transactional NPS survey, relationship NPS surveys will ask ‘How likely is it that you will recommend us to family and friends’. The only difference is, relationship NPS is in general, whereas transactional NPS is based on a certain event or transaction. To follow up on this question you can include an open answer section or even ask the customer a little more about his/herself (to build up a persona and create customer groups).
Check out the survey questions here
More on the Survey Marketplace
Mopinion recently launched the Survey Marketplace, a Mopinion website geared towards providing you with the inspiration and information you need to start using feedback surveys on your websites and mobile apps. This in-depth library of survey examples and templates covers eight categories of surveys.
What’s also convenient about our Survey Marketplace is that anyone can take one of our survey examples and customise it to their needs.
Found a survey that you’d like to try out on your own website? Just click on the ‘Customise this survey’ button and try the template for free (as part of a free trial).
Already a Mopinion customer? All templates you see in the marketplace are available to you via the survey builder within the Mopinion platform.
