The questions you ask decide how useful your feedback is. Ask the wrong ones and you get vague "it was fine" answers; ask the right ones and you learn exactly what to improve. Here are the questions worth asking, grouped by what you want to find out.
The one question you should always ask
"How likely are you to recommend us to a friend?" on a 0 to 10 scale is the single most useful question, because it predicts whether people come back and tell others. Follow it with "What's the main reason for your score?" and you have the why behind the number.
Questions about the experience
- How would you rate your experience today?
- What did you like most?
- What could we have done better?
- Was there anything that almost stopped you from buying?
Questions about the product or service
- Did it meet your expectations?
- What nearly made you choose someone else?
- What's one thing you'd add or change?
Keep it short
Pick two or three, not ten. A star rating plus one open-ended "why" question gets far more responses than a long survey, and that open comment is usually where the gold is.
How to actually collect the answers
Once you know what to ask, you need an easy way for customers to answer. A free feedback form you embed on your site or share as a QR code does exactly that, and keeps every response in one place. New to it? Here's how to create a customer feedback form for free.