Business is a two-way conversation. Always. Yet so many solopreneurs aren’t listening to their audience. They create products and services on the whim, not in response to what their market wants. They change their programs or products based on their personal opinions and experiences, not on the feedback of their customers.
Not every solopreneur is doing it, but too many are. First, it’s important to create a product or service that your audience wants. Then once people are buying from you, it’s important that you continue to adapt and provide the best product/service based on what your customers are saying. This is where a customer feedback survey is incredibly valuable.
Before we think about what questions we want on our survey, let’s first be really clear why we want to get feedback from our customers. This is going to help you nail your questions.
Ask yourself this: What do I really, really need to know about what my customers think of my service/product?
Jot down everything that comes to mind. From there, you can then create a list of questions to help you find out exactly what you want to know.
So what kind of questions can you ask? I’ve compiled a few example questions for you to use.
If you have a product, use these questions (in no particular order):
- How often do you use this product?
- What is your favourite feature of this product?
- How did the product perform? – use a rating scale for each element. For example quality, value, usage.
- Overall, how satisfied are you with the product? – use a rating scale.
- Would you recommend this product to a friend?
- Based on your experience, would you buy this product again?
- Please share with us a few things we could do to make this product better.
If you provide a service, use these questions (in no particular order):
- What did you like best about working with me?
- What was your favourite feature of the program?
- Overall, how satisfied are you with my/our service? – use a rating scale
- Would you recommend my/our service to your friends?
- How could I/we improve our service?
- How satisfied were you with our communications?
- How satisfied were you with our customer service?
Here’s a great example survey you can also use to model: Survey Monkey’s Customer Satisfaction Survey
Alter and adapt these questions best to suit your customer and product/service. Beofre you create your survey, here are some other things to think about:
- Start with simple Yes / No questions: it’s easier to evaluate and gets people into the rhythm.
- Keep the survey short and simple: Don’t ask unnecessary questions.
- Provide an incentive: We’re all time-poor so reward us for taking the time to complete your survey.
- Ask one question at a time: Don’t try to load a few questions in one.
- Encourage specificity in answers: We want to avoid assumptions so asking direct questions and inviting respondees to be super specific helps.
Finally, it’s important to make this feedback process a regular occurrence – not a once in a blue moon thing. The more feedback you receive, the better you can adapt and improve your offering!