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The difference between the ROI of retaining a customer rather than acquiring a new one is startling. It’s been said that attracting a new customer costs five times as much as retaining a current one.

Why, then, do 44% of companies have a greater focus on customer acquisition than retention? Many time it’s because they don’t realize how important keeping those existing customers satisfied is.

One of the best ways to do this is simply by listening to your customers. We don’t mean to suggest that you should call or email every customer and ask if they are satisfied. A customer satisfaction survey will give you many of the answers you need.

It can be difficult to know where to start when it comes to satisfaction survey questions. However, Nextiva broke these questions down into six categories in a recent blog post. You can view the graphic below. We’ll cover some of examples here as well:

Customer Service Specific Questions

  1. Please rate the service provided by the [company] representative.
  2. Please rate how clearly the representative communicated.
  3. Please rate the friendliness of the representative.

Website and UX Questions

  1. How would you rate your experience using [company]’s web portal?
  2. On a scale of 1-10, how easy was it to find what you were looking for on [company]’s website?
  3. Did the website load efficiently?

Product, Shipping and Warranty Questions

  1. On a scale of 1-10, how well does our product meet your needs?
  2. What product features are the most valuable to you?
  3. Are there any features that we’re missing?

Customer Loyalty Questions

  1. How likely are you to recommend [company] to a friend or colleague?
  2. How likely are you to use [company]’s services again?
  3. Was this your first time working with [company]?

Marketing Questions

  1. Where did you learn about [company]?
  2. Which of our products/services are you interested in?
  3. How would you explain our product/service/offering to a friend, family member or colleague?

General Satisfaction and Demographics

  1. Overall, how satisfied are you with [company]?
  2. What is the primary benefit you have received from [company/product]?
  3. Select your age group from the ranges below:

You can learn more about customer satisfaction survey questions below!