Customer Experience Questions

While most companies are aware of the basic ideas behind a customer satisfaction survey, few businesses engage in something almost equally as important – the customer experience survey. Customer experience is what the customer enjoys and experiences when working with your company. It’s everything from the parking lot to the lights they see when they come in to the products in your store to the effectiveness of your automatic doors upon checkout.

Everything plays a role in the customer experience, and the more you can improve that experience, the greater loyalty and satisfaction your customers will have. There are some retail companies that study the customer experience regularly. Indeed, the placement of products in most grocery stores is based on research into the customer experience: Where does the eye go? Which products close together are more likely to get sold? What colors attract most buyers? All throughout the store, you’re looking at research into the customer experience.

But it’s not just products either. Every part of your store represents the “experience,” and the more you can learn, the better your business will be. A great example is the retail company that never realized that their lights in front of the store were hurting the eyes of their customers.

Or that the heavy products were on the bottom and made it harder for the customer to lift. Service, of course, plays a significant role in customer satisfaction, and customer experience surveys can give you the opportunity to learn more about that experience.

Customer experience survey questions need to be derived from your own research because they’re going to be specific to your store. Some companies like to focus on different sections one at a time. Others like to ask broader questions and guide themes to try to get better answers.

Keep in mind that there are going to be a lot of qualitative answers as well, because you never know where the information may show up. You do not necessarily want to hamstring your respondents when they may have something that they want to share about their experience. Examples of customer experience survey questions may include: What is the first thing you notice when you enter the building? How easy is it for you to find your favorite products? Have you ever used our bathrooms? How was the experience? Rate the positivity of the front door clerk.

What did you notice from the cashier as they handled your products? How well were our debit systems responding? Describe your last experience at our store.

You have your choice on what to ask the customer, and if you have open boxes for them to answer however they please, you’ll be able to look into those answers and see if you discover any recurring themes or potential problem areas that you can solve as a company. Customer experience is perhaps one of the most important parts of a great business, and those that study it are more likely to get ahead. Sign up with SurveyMethods today to start creating your customer experience survey , and see what you can do to beat out your competition.