47% of customers say they will stop buying from the company if they have a subpar experience. Whereas if the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. – Salesforce
So, it goes without saying that customer support is a vital component of any business’s success. It’s not just about resolving problems; it’s about creating memorable customer experiences, building customer loyalty, and turning occasional shoppers into lifelong advocates.
But how would you know if your customer support is meeting your customer’s expectations or is it actually hurting your business?
→ With Customer Support Survey Questions.
And with an additional superpower of an efficient customer feedback platform. But before jumping onto the survey, let’s first understand what is it and how it can help your business.
What Is a Customer Service Survey?
A customer service survey is used to gather insights from customers regarding their experiences with the company’s customer service or support interactions.
These surveys are typically conducted through various means, including online forms, email questionnaires, phone calls, or in-person interviews.
Now, that we know what is a customer service survey, let’s understand how this survey can be of help in different industries.
How can Customer Service Survey Help Businesses?
1. It helps you to retain customers
Zendesk’s research reveals that 81% of customers will make another purchase from the same brand if they have a positive customer service experience.
This demonstrates that when brands prioritize delivering a positive customer service experience, ensuring customers can easily reach out without hassles, it significantly encourages repeat purchases. As a result, this proactive approach contributes to improved customer retention rates for the brand.
2. It helps you increase customer loyalty
Microsoft’s report reveals that 96% of consumers say that customer service plays a significant role in their loyalty to a brand. This proves that satisfied customers are more likely to remain loyal and recommend a business to others.
So, by gathering and acting on customer service survey feedback, companies can strengthen customer loyalty and expand their customer base through word-of-mouth referrals.
3. It helps you build revenue
Customers who rate their customer experience 5/5 stars are more than twice are likely to buy again, and 80% of satisfied consumers spend more.
Hence, by gathering feedback on your customer service businesses can understand the ups and downs of their customer service process. This will allow them to make improvements which will eventually lead to greater spending.
4. It gives you a competitive advantage
In a survey by Salesforce, 84% of customers said that the experience a company provides is as important as its products and services, underlining the competitive significance of customer service. By collecting feedback from customers on customer service, businesses can identify and improve areas to enhance their customer service and create a competitive advantage.
Now, that we understand the importance of gathering feedback on customer support, let’s now explore some of the customer support survey questions for different industries.
Customer Support Survey Questions for Different Industries
Here is a list of 28+ customer support survey questions for different industries that you can use in your next customer support survey.
1. Retail Industry
Sending customer support surveys in the retail industry helps businesses gauge customer satisfaction with their in-store or online shopping experiences. This data helps identify areas where customers are content and areas where improvements are needed.
2. SaaS Industry
In the SaaS industry, where user satisfaction, retention, and continuous improvement are crucial, customer support surveys help businesses measure customer satisfaction with their software and customer support services.
3. Automotive Industry
Sending customer support surveys in the automobile industry will help businesses gauge customer satisfaction with their products and services, including the purchase experience, vehicle performance, and after-sales support.
4. Fintech Industry
With the help of customer support surveys, fintech businesses can assess the quality of their customer support services. This includes evaluating response times, problem resolution efficiency, and overall customer service experience.
5. Insurance Industry
Sending customer support surveys in the insurance industry helps businesses pinpoint specific pain points in the customer service process.
For example, if customers consistently express frustration with claim processing time, insurers can focus on streamlining this process to improve satisfaction.
With these 28+ customer support survey questions you can create well-designed and effective surveys and improve your customer satisfaction.
In a world where thousands of products are available at customers’ fingertips, creating an amazing product is not enough. Businesses must also ensure that they are there for their customers even after they have made a purchase.
This is why it is important to create a streamlined customer service process that will help customers reach out to you in their time of need. And for that, it is important to collect customer feedback through customer support surveys. Asking the right questions in these surveys will allow you to gather and act on insights into your customer’s pain points, preferences, and expectations related to your customer support service.
For gathering, tracking, and analyzing thousands of customer feedback it is important that you invest in an efficient customer feedback platform like SurveySensum which will allow you to track and analyze feedback and resolve issues in real time.