CUSTOMER FEEDBACK SURVEY

Questions

• ▸On a scale of 0-10, how likely are you to recommend [Product] to a friend or colleague?
• ▸What is the primary reason for your score? (open-ended follow-up)

Scoring Guide

• 0-6 = Detractors (unhappy, may churn or leave negative reviews)
• 7-8 = Passives (satisfied but not enthusiastic, vulnerable to competitors)
• 9-10 = Promoters (loyal, will refer others and drive organic growth)
• NPS = % Promoters - % Detractors (score ranges from -100 to +100)
• Industry average: SaaS 30-40, E-commerce 45-55, B2B Services 50-60

Questions

• ▸Overall, how satisfied are you with [Product]? (1-5 scale: Very Unsatisfied to Very Satisfied)
• ▸How well does [Product] meet your needs? (1-5 scale: Not At All to Completely)
• ▸How would you rate the quality of [Product] compared to alternatives? (1-5 scale: Much Worse to Much Better)
• ▸Which features do you use most? (multi-select checklist of top features)
• ▸Which features do you wish [Product] had? (open-ended)
• ▸How often do you use [Product]? (Daily / Weekly / Monthly / Rarely)

Questions

• ▸How easy was it to get started with [Product]? (1-5 scale: Very Difficult to Very Easy)
• ▸How long did it take you to see value from [Product]? (Same day / 1 week / 1 month / Still waiting)
• ▸Was the onboarding documentation helpful? (Yes, somewhat, no)
• ▸What was the biggest challenge during setup? (open-ended)
• ▸Did you need to contact support during onboarding? (Yes/No — if yes, was it resolved?)

Questions

• ▸How would you rate your most recent support experience? (1-5 stars)
• ▸How quickly was your issue resolved? (Within hours / 1 day / 2-3 days / 4+ days / Not resolved)
• ▸Was the support agent knowledgeable and helpful? (1-5 scale)
• ▸How easy was it to reach our support team? (1-5 scale: Very Difficult to Very Easy)
• ▸Did we resolve your issue to your satisfaction? (Yes / Partially / No)
• ▸Any suggestions to improve our support? (open-ended)

Questions

• ▸How would you rate the value for money of [Product]? (1-5 scale: Very Poor to Excellent)
• ▸Compared to the price you pay, do you feel you get: (Much less / Less / Fair / More / Much more) value?
• ▸If the price increased by 20%, would you: (Definitely cancel / Probably cancel / Stay / Not sure)?
• ▸What pricing model would you prefer? (Monthly / Annual / One-time / Usage-based)
• ▸Is there a feature that would justify paying more? (open-ended)

Questions

• ▸What do you like most about [Product]? (open-ended)
• ▸If you could change one thing about [Product], what would it be? (open-ended)
• ▸What nearly stopped you from purchasing [Product]? (open-ended)
• ▸Is there anything else you'd like us to know? (open-ended)
• ▸Would you be willing to participate in a 15-minute interview for a case study? (Yes/No + email)