60+ Feedback Form Questions for Customer Survey

Imagine you are running a business but you don’t know what your customers are saying about you. It’s like you’re trying to cook without even tasting the food. Customer feedback lets you know the taste of what you are cooking. 

When running a customer survey, making appropriate feedback form questions is necessary. Because the answers your customers give, let you conclude what you need to work on for the overall success of your company.

If you’re struggling or hesitating to ask proper feedback questions in your customer survey form, just sit back and relax because this blog will give you a handful of questions to start your survey.

Why is customer service necessary?

Understanding your customer’s needs always shows the way to limitless improvement. Because you never know what’s missing until you pay attention to your customer. So, a customer survey helps you in this process. 

Customer feedback questions help you to: 

• Know the exact feelings of the customers that you need to cater
• Improve your product or service 
• Improve customer retention and acquire new customers 

These are just starters. Even the big shark businesses acknowledge that customer feedback surveys boost the growth of your business. So, let’s dive right in and find out which questions you should ask in your feedback form for customer surveys. 

Which type of business do you own? 

Your customer feedback form questions depend on your business type and your niche. Though different niches can have quite a common question, the questions vary if it’s B2B or B2C. 

The B2B (business-to-business) customers are different from the B2C (Business-to-consumers). In B2B, you have to deal with companies, organizations, or institutions but in B2C your dealing is with individuals.

So, the way of interaction with these types of customers also varies. For example, if you want to satisfy your B2B customer, then you always rely on the quality of the product or service and reliability. But for B2C customers, you can satisfy them even with the help of emotional connection only. That’s why you need different approaches to feedback form questions. 

Differences between B2B and B2C feedback form questions

As there exist differences between the customers of B2B and B2C, you need to understand where they differ and make your feedback form accordingly. These are the specific areas where the feedback forms differ:

• Survey tone
• Survey language
• Feedback’s depth
• Feedback’s focus
• Feedback’s approach

Survey tone

For a B2B survey, your tone should be more professional. Whereas, B2C surveys demand a conversational tone.

Survey language

For a B2B survey, the language should be industry-specific. In the case of a B2C survey, always be straightforward and avoid technical terms, that make your survey understandable to a diverse consumer audience.

Feedback’s depth

When doing a B2B survey, ask for in-depth feedback. As B2B relationships are quite complex, in-depth feedback can help you give a proper insight. 

Asking for in-depth feedback in a B2C survey won’t help you much because most of the customers wouldn’t even care to write a lot of sentences for you. So ask for precise feedback in a B2C survey. 

Feedback’s approach

In a B2B survey, your approach should focus on the customer’s business. B2B surveys aim to understand how the offerings contribute to the efficiency, profitability, or success of the client’s business.

When doing a B2C survey, your approach should be user-friendly and also emotional. Because making an emotional connection with the B2C customer is the key. So, make an approach that makes your customer feel important. 

Most of the feedback form questions follow the same framework but only differ in the areas that are discussed above. So, we’ve tried to provide you with the framework and you can tweak it according to your preferences. 

Feedback form questions

1. Demographic feedback questions 

Identification of the details of your customers is necessary. Because it helps you to understand who you are going to focus on and how you should. In the process, you also get a complete idea of which type of customers you should target. 

So, by asking ‘Demographic Feedback Questions’ you can pinpoint your sales and marketing team to the customer groups based on their specific traits. The examples are: 

1. What’s your name?
2. What’s your age?
3. What gender do you identify as? 
4. What’s your marital status?
5. Where are you located currently?
6. What’s your annual household income?
7. Are you employed? 
8. What’s your job title? (if you are employed)
9. What’s your highest level of education?
10. If you had to pick one word you’d use to describe yourself, what would it be?

2. Psychographic feedback questions

Psychography is quite similar to demography. It goes into more in-depth discussions than demography does. The aim of understanding psychographics is to understand customer habits, tendencies, and preferences.

It’s the answer to a simple question, why do customers do what they do? It gives an opportunity to even find new groups of customers that demography couldn’t discover. 

Since psychographic questions contain sensitive personal information, don’t make it mandatory to answer. Create an open environment for respondents to express their thoughts and feelings. 

Here are some feedback questions to gather psychographic insights: 

1. How does our product/service align with your lifestyle and values? 
2. What device do you use to access this service?
3. How much time do you spend daily using our product/service? 
4. What’s your average social media time every day? 
5. Which of your interests do you feel our product/service complements or enhances? 
6. What’s the biggest problem you face when you use our product/service?
7. What would you say you dislike about our product/service?
8. How does our brand make you feel compared to the other alternatives in the market?
9. Have you ever recommended our product/service to someone because you felt it would resonate with them on a personal level?
10. How can our brand create content that would be more engaging and relevant to your lifestyle?

3. Website/User experience feedback questions

Your website is one of the most important gateways for your customers to interact with you. So, finding out what they think about your website is necessary. 

Customers are the ones who can help you work on little things on your website that you wouldn’t even notice.  It’s also needed to make navigation easier and uncover the issues that are causing people not to become your customers. 

Here are some feedback questions regarding website/user experience: 

1. Was it easy to find our website? 
2. Was it difficult for you to navigate our website? 
3. How easy was it to find the information you needed on our website?
4. Did you like our website’s visuals?
5. Was our website quick to load?
6. Would you like to change anything about our website 
7. Would you consider visiting our website again?
8. What would you change about our website? 
9. What more can we do to improve our website? 

4. Buyer experience feedback form questions

As your leads become buyers, the path they take should be improving continuously. Because, if someone has already decided to buy, the easier path leaves a great impression on them to buy from you again. 

Having flaws or trivial steps in this process can ruin your efforts to gain customers. So, customer feedback questions regarding their buying experience are so handy. 

Here are some feedback questions to help you improve your buyer’s experience:

1. How easy or difficult was it to complete your purchase?
2. Were you able to find exactly what you were looking for?
3. Have you purchased from our website before?
4. What one word describes the buying experience?
5. What convinced you to buy our product/service?
6. Were you able to check out on time?
7. Did our order form offer the type of payment service you wanted to use?
8. What would you want to improve about the checkout process? 

5. Product usage feedback form questions

Your products play a pivotal role in the success of your business. Without your product what’d you be doing?

So, it’s extremely important to ask your customers what they feel about your product. Because they’re the ones who are using your stuff and can have different angles of opinion regarding it. 

By doing this, you will get to know what improvements your products/services need. This will ensure your growth as well as sustainability. 

Here are some product usage feedback form questions that you can use:

1. How long has it been since you’ve bought the product?
2. Which feature do you use the most?
3. How often do you use the product?
4. Which feature would you consider most useful?
5. Which feature do you not use?
6. Do you feel our product is priced fairly?
7. How has this product impacted your life?
8. Have you used our product before?
9. Did you consider any alternatives before buying the product?
10. Does our product bring you closer to your goals?
11. Would you change anything about this product?
12. Would you buy from us again in the future?
13. On a scale of 0-10, how likely are you to recommend our product to your friends or colleagues?

6. Customer service feedback form questions

Customer service is your frontline defense of the company. So if you wanna make your brand image better, improving customer service is a must.

Customer feedback can be your helping hand to improve your customer service. Also, it’d be essential to find out how your customer service team is doing and if they need any improvements. 

Here are a few examples of customer service feedback form questions:

1. Did you interact with someone from support?
2. Were you greeted in a friendly manner?
3. Could our staff answer all your questions?
4. Did you find our staff helpful and gentle?
5. Were you served promptly?
6. Did your expectations meet with this interaction?
7. How long did you have to wait on hold?
8. How can we give you a better experience?

7. Follow-up feedback form questions

Being proactive is a culture that your company should foster. Along with that, as you capture email addresses from surveys, you should also offer follow-up to people to engage. 

Re-engaging your customers in this process with your brand builds a relationship of royalty. 

Here are some follow-up questions you can drop in your feedback form:

1. Can we let you know if we add new features?
2. Are you willing to take this survey again if needed?
3. Could we knock again for more details on your experience with us?
4. Would you be willing to help us try out new features before they’re released?

Feedback form questions that you should avoid

When running a survey, you shouldn’t ask any biased or irrelevant questions. Always ask questions that aren’t pressuring your customers or are only biased to your side. Don’t intend to lead the respondent to a specific answer.

Irrelevant or biased questions can be disadvantageous for your company. Because irrelevant questions lead to wrong conclusions that don’t help you in any way. 

Try to avoid overly long questions and using multiple jargon. 

Also, don’t sound intrusive or aggressive towards your customer in any way. Otherwise, it creates a bad impression. 

Here are some questions that you should never ask:

1. How awesome is our product?
2. How great was our customer service?
3. Why would you buy from us again?
4. What is your exact age and address?
5. What is your annual income?
6. Why do you think our competitors launched this new product?
7. Considering the multitude of features, pricing plans, and customer support options available, how would you rate your overall satisfaction with our product?

Talking about the questions you can avoid, you should also be mindful of the length of your survey. Because if your survey is so long and it takes a lot of time, most of your customers will want to skip it. 

If your form is too long, don’t worry, with Fluent Forms you can create a multi-step form for your customer survey. Watch this video to find out how easy it is to build multi-step forms using WordPress form builders like Fluent Forms.

How to create a feedback form?

Creating a feedback form can be a struggle if you don’t have a quality form builder. In that case, we have Fluent Forms to offer you a hassle-free form-building experience. 

Fluent Forms is the fastest form plugin, packed with 50+ input fields along with numerous features. More than 500K businesses use Fluent Forms worldwide trust us. We have loads of templates for you to choose from. Not only survey forms, name any type of form and Fluent Forms will build it for you. 

We have an easy step-by-step guide if you wanna learn how to create a feedback form.

Final thoughts

We hope that this blog has covered most of the possible areas to help you out with the feedback questions. Creating proper feedback questions that resonate with your customers always gives you an edge over your competitors. 

The main focus of your feedback questions should be on valuing the customers’ opinions more than anything else. You are always free to use them in your own way and find which approach works better. 

Don’t hesitate to leave a comment below to let us know if we can help you or anything else you want to know.

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