The best way to figure out if your customers are engaged with your brand?
Asking them, of course!
Customer engagement surveys provide you with actionable feedback about their experiences with your brand. Using this information, you can make important decisions based on data instead of playing guessing games about how to improve the customer experience.
Furthermore, the changes you implement as a result of the survey data will likely boost both customer retention and loyalty levels. Keep reading to learn more about customer engagement surveys and the best questions to include in them!
What Is a Customer Engagement Survey?
A customer engagement survey measures the levels of engagement customers have with a brand.
These surveys cover important topics related to the customer journey, allowing brands to get the inside scoop on important details about their shoppers.
Topics covered in these surveys include:
- Satisfaction levels
- Loyalty
- Branding/awareness
- Customer outreach/services
Asking customers about these topics will reveal what's working and what isn't. While it's always great to receive positive feedback from customers, we urge you to pay special attention to whatever pain points may come up in the survey.
For example, there may be a common issue that your customers are experiencing that you're unaware of. By evaluating the survey feedback, issues like this will be revealed - allowing you to correct them.
Example Customer Engagement Questions
Below, we've included a list of 30 questions that you may find in a customer engagement survey. You'll find that these questions cover a variety of topics about the customer experience - which is important, as 80% of customers think experience matters just as much as a brand's products/services.
- On a scale of 1-10, how satisfied are you with our offerings?
- How frequently do you interact with our company (visit our site, use our app, etc.)?
- Do you find our website or app easy to navigate?
- What do you find most enjoyable about our product/services?
- Do our products meet your needs?
- Is our information easily accessible?
- How likely are you to recommend our offerings to others?
- How long have you been shopping with us?
- How would you rate your overall experience with us?
- How would you rate the quality of our product/service?
- What improvements would you suggest to enhance our products or services?
- Have you ever had a negative experience with our product/service? If so, can you tell us what happened?
- Are there any offerings you wish we provided but don’t?
- Are you satisfied with the value you’re getting for the price?
- Do you feel more loyal to our offerings than to competitors?
- Is there anything that would cause you to stop using our product or service?
- Have you referred our offerings to others?
- How easy is it to contact customer support when you need help?
- Was the onboarding process simple?
- Was it easy to understand how to use our product/service when you first started?
- How would you rate the ease of our checkout process?
- Do you feel emotionally connected to our brand?
- Do you trust our company to meet your needs?
- Are there any emotions that come to mind when you think about our brand?
- Does our brand align with your personal values?
- Do you feel proud do you feel to use/represent our product/service?
- Do you feel we provide enough resources and content about our brand?
- Does our content make you feel more connected to our offerings?
- Do you find the content we provide is informative?
- How frequently would you prefer to receive updates or communications from us?
What We Think About When Writing Customer Engagement Survey Questions
There are many different factors that go into writing the ideal engagement survey questions. The needs of your brand may differ completely from another brand, and the questions you choose to use in the survey reflect that.
Below, we'll briefly review some of the key factors that we consider when writing customer engagement survey questions.
Variety
A customer survey should keep respondents engaged throughout by featuring different types of questions. Common styles include multiple choice, rating scales, and open-ended questions. Not only does this help with engagement, but it also promotes better responses, too.
Clarity
Questions should always be well-written. Ensure the main point is clear, and avoid wordiness to drive the point home. At the same time, it's a good idea to add personality to the questions (this simply makes the process more enjoyable for respondents)!
Quality
Lastly, question quality is key to a successful engagement survey. They should reflect the main goals of the client, which vary drastically based on their needs. Making sure to carefully listen to their needs has a direct impact on the questions created.
Contact Our Customer Satisfaction Company
Understanding your customers can be made simple by creating a customer engagement survey. Our team of skilled researchers will work with you to design a detailed survey to provide key insights about customer engagement levels.
To learn more about our market research services, get in touch with us today!
- Message us on our website
- Email us at [email protected]
- Call us at 888-725-DATA
- Text us at 315-303-2040
Lark Allen
As a Content Marketing Specialist, Lark has a strong background and passion for creative, professional, and journalistic writing. She is also a self-proclaimed music freak and 90s enthusiast.
Learn more about Lark, here.
