{"id":4199,"date":"2022-09-29T15:46:24","date_gmt":"2022-09-29T13:46:24","guid":{"rendered":"https:\/\/botnation.ai\/site\/?p=4199"},"modified":"2026-03-18T16:46:09","modified_gmt":"2026-03-18T15:46:09","slug":"customer-satisfaction-questionnaire","status":"publish","type":"post","link":"https:\/\/botnation.ai\/en\/customer-satisfaction-questionnaire\/","title":{"rendered":"Example of a customer satisfaction questionnaire"},"content":{"rendered":"<p>For any company wishing to develop over the long term, gathering customer feedback is an essential step. This enables them to improve the quality of their service and develop a sound marketing strategy. To this end, most companies today use <strong>customer satisfaction questionnaires<\/strong>. When submitted by chatbot, they can reach a wide cross-section of customers in a very short time. In this article, you\u2019ll find <strong>examples of questions that<\/strong> can be included in a <a href=\"https:\/\/botnation.ai\/en\/customer-satisfaction\/\">customer satisfaction<\/a> questionnaire.    <\/p>\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #3d351f;color:#3d351f\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #3d351f;color:#3d351f\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-questionnaire\/#Demographic_issues\" >Demographic issues<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-questionnaire\/#Overall_satisfaction_questions\" >Overall satisfaction questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-questionnaire\/#Questions_about_a_companys_products_and_services\" >Questions about a company\u2019s products and services<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-questionnaire\/#Questions_of_dissatisfaction\" >Questions of dissatisfaction<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-questionnaire\/#Open_questions\" >Open questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-questionnaire\/#Questions_with_NPS_CES_and_CSAT_indicators\" >Questions with NPS, CES and CSAT indicators<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Demographic_issues\"><\/span><strong>Demographic issues<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>These are questions we ask in order to get a precise idea of the <strong>customer\u2019s<\/strong><strong>demographic<\/strong> <strong>situation<\/strong> and <strong>social context<\/strong>. Demographic questions are of paramount importance for a company, in the process of defining its customer profile and segmenting its audience. <\/p>\n\n<p>It\u2019s important to remember that the data collected through these questions varies enormously depending on the customer group surveyed. In a <a href=\"https:\/\/botnation.ai\/en\/measure-customer-satisfaction\/\">customer satisfaction<\/a> questionnaire, here\u2019s the type of demographic question a company might ask its customers: <\/p>\n\n<ul class=\"wp-block-list\">\n<li>How old are you?<\/li>\n\n\n\n<li>What\u2019s your title?<\/li>\n\n\n\n<li>Where do you live?<\/li>\n\n\n\n<li>What is your professional status?<\/li>\n\n\n\n<li>What is your monthly household income?<\/li>\n<\/ul>\n\n<p>For each of these questions, <a href=\"https:\/\/botnation.ai\/fr\/\">your chatbot<\/a> can set up checkboxes, a numeric field or ink a drop-down list from which the customer can provide you with their answers.<\/p>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Overall_satisfaction_questions\"><\/span><strong>Overall satisfaction questions<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>This is one of the most frequent and important forms of question in a <strong>customer satisfaction questionnaire<\/strong>. It consists in asking a company to find out whether the customer is satisfied with the experience it offers through its services. <a href=\"https:\/\/botnation.ai\/en\/how-to-evaluate-customer-satisfaction\/\">Customer satisfaction is then evaluated<\/a> according to a scale of responses. The scale is generally as follows   <\/p>\n\n<p>How would you rate your overall experience with our company:<\/p>\n\n<p>Very satisfied\/No opinion\/Not very satisfied\/Not at all satisfied.<\/p>\n\n<p>In some cases, the question of overall customer satisfaction may also be presented as follows:<\/p>\n\n<p>Your overall satisfaction with our company is: 0\/1\/2\/3\/4\/5.<\/p>\n\n<p>Using an efficient chatbot, the latter will take care of averaging customer responses according to the chosen scale, in order to produce an <strong>overall satisfaction rate<\/strong>. This is an important indicator for companies in all sectors that want to track the evolution of customer satisfaction over time. <\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/09\/Cliente-sur-telephone-2.jpeg.webp\" alt=\"Telephone customer\"><\/figure>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Questions_about_a_companys_products_and_services\"><\/span><strong>Questions about a company\u2019s products and services<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>These are questions that a company asks its customers in order to obtain feedback on their experience following the purchase of a product or service. The marketing objective behind this question is obviously to identify the various aspects of its product or service that do or don\u2019t bring satisfaction to its customers. <\/p>\n\n<p> The company can also find out more precisely how each product and service is being used by the customer, compared with what needs to be done. In a customer satisfaction questionnaire, you can find questions about products and services such as :<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Does our product or service meet your objectives or needs?<\/li>\n\n\n\n<li>How often do you use our product\/service?<\/li>\n\n\n\n<li>What do you like about our product\/service?<\/li>\n\n\n\n<li>How would you rate our product\/service?<\/li>\n\n\n\n<li>What can we do to improve our product\/service?<\/li>\n<\/ul>\n\n<p>For each question, you\u2019ll need to define a set of answers that the customer can fill in, so that you can collect as much data as possible. Here again, we can see the importance of <a href=\"https:\/\/botnation.ai\/en\/chatbot-tourism\/\">using a chatbot<\/a> to collect information from the questionnaire. <\/p>\n\n<p>The chatbot will <strong>save<\/strong> you <strong>an enormous amount of time<\/strong> in providing this questionnaire and in assessing the responses concerning your customers\u2019 satisfaction with your products.<\/p>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Questions_of_dissatisfaction\"><\/span><strong>Questions of dissatisfaction<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p><strong>Dissatisfaction questions<\/strong> are of vital importance in enabling a company to improve its service by taking into account the opinions of dissatisfied customers. These questions can be used to measure satisfaction levels and implement marketing actions to improve them. They are very useful in the customer loyalty process. We therefore find questions of the following types:   <\/p>\n\n<ul class=\"wp-block-list\">\n<li>What is the reason for your dissatisfaction?<\/li>\n\n\n\n<li>What could make up for your dissatisfaction?<\/li>\n\n\n\n<li>Can we have a live chat to find a solution to your problem?<\/li>\n<\/ul>\n\n<p>In this case, the customer can give the reasons undermining their satisfaction, whether it\u2019s with the design, price, quality or <strong>after-sales service<\/strong>. If he or she agrees to a direct exchange with you, the chatbot notifies you immediately so that you can discuss and find a solution. <\/p>\n\n<p>It can simply provide the customer with your contact details, or redirect them to the company\u2019s customer service department. In this way, a chatbot enables you to get straight to the point with each customer and stay as close to them as possible. <\/p>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Open_questions\"><\/span><strong>Open questions<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Open-ended questions in a satisfaction questionnaire allow each customer to express his or her thoughts. They allow them to express their opinion of the company in their own words, thanks to a text field. In this way, the company can better master the language of its customers and integrate them into its marketing strategy.  <\/p>\n\n<p>The disadvantage of <strong>open-ended questions<\/strong> is that they are a little more difficult to analyze. You can ask questions like : <\/p>\n\n<ul class=\"wp-block-list\">\n<li>What do you think of our company\/brand\/service\/product?<\/li>\n\n\n\n<li>What can we do to improve your experience?<\/li>\n\n\n\n<li>What suggestions do you have to help us provide you with greater satisfaction?<\/li>\n\n\n\n<li>Do you think our product\/offer\/service\/meets consumers\u2019 objectives\/needs\/expectations?<\/li>\n<\/ul>\n\n<p>All your customers\u2019 responses will be indexed by your conversational robot, so that you can later use them to refine your marketing strategy.<\/p>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Questions_with_NPS_CES_and_CSAT_indicators\"><\/span><strong>Questions with NPS, CES and CSAT indicators<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>For a company developing a customer satisfaction questionnaire, it\u2019s important to properly assess the level of customer satisfaction with its services. The success of this assessment will determine the<strong>effectiveness of the marketing strategy<\/strong> to be implemented. <\/p>\n\n<p>That\u2019s why most examples of customer satisfaction questionnaires include indicators such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT). These are generally presented in the form of a scale from 0 to 10 or 0 to 5, depending on the needs of the questionnaire. <\/p>\n","protected":false},"excerpt":{"rendered":"<p>For any company wishing to develop over the long term, gathering customer feedback is an essential step. This enables them to improve the quality of their service and develop a sound marketing strategy. To this end, most companies today use customer satisfaction questionnaires. When submitted by chatbot, they can reach a wide cross-section of customers [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":3993,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[391],"tags":[],"class_list":["post-4199","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-relationship-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/4199","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/comments?post=4199"}],"version-history":[{"count":0,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/4199\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media\/3993"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=4199"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categories?post=4199"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/tags?post=4199"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}