customer with bag

30 MAY 2019, autor: Jakub Wierusz

25 popular questions, to better understand your customers and market

Nowadays, marketing and sales are data-driven. Almost every decision requires analysis and in-depth knowledge of the market, customers, and competition. On the other hand, the flood of information can overwhelm. We understand that information has value only if it is easy to access. Below you will find 25 questions that will help you work better basing on the knowledge, build effective strategies, and make the right decisions.

Market and customer needs

Understand your market. Identify the main players. Find out more about your customers, their needs, habits, and motivations. Check which pricing strategies have a chance of success, and which will not be accepted by customers and the market.

1. What is the primary benefit that you have received from (product or service)?

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2. What are the top three benefits you get from (product / service)?

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3. What problem were you trying to solve when you initially came across our product / service?

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4. What might cause you to switch from one product / brand to another?

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5. What’s holding you back from using (product / service)?

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6. What brands do you trust the most?

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7. What other products would you like to see us offer?

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8. What other content would you like to see on this page?

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Purchase and customer habits

Find out how your customers are looking for information about the market, competition, products, how they use the Internet, where they direct their first steps and on which websites and in which sites they spend the most time. Thanks to this, you will be able to adjust communication to the behaviour and habits of your customers.


9. Where do you go for advice on X industry?

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10. How did you find our website?

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11. What social media networks do you use regularly?

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12. Where do you spend the most time online?

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13. Are there any YouTube channels in X industry that you subscribe to?

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14. When looking for a product / service, where do you search first (Google, Bing, Amazon, etc.)?

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15. What people do you trust most for advice on X topic?

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16. What other company or industry blogs do you read in this space?

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Experience related to the company, product and purchase

The customer experience consists of many elements. Starting from the brand value, marketing communication, and ending with the process of purchase, delivery and after-sales service (including the process of handling returns, complaints, and departures). Measure, analyse and take care of customer experience related to your company, products / services offered and the purchasing process.

17. How could we improve our customer service?

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18. How could we improve (product / service) to better meet your needs?

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19. What convinced you to pay for this service?

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20. What would persuade you to use us more often?

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21. How satisfied are you with our product / service?

1 - 2 - 3 - 4 - 5

22. How satisfied are you with our support?

1 - 2 - 3 - 4 - 5


23. How likely are you to recommend us to a friend or family?

1 - 2 - 3 - 4 - 5


24. What is the main reason you're unsubscribing?

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25. Were you able to complete the purpose of your visit today?

Yes
No

On the end a bonus question. Done with a MaxDiff preference measurement technique. Respondent in a series of questions is asked about the most and the least preferred object.

26. Which of the following support channels do you prefer?

(Most preferred) - Support channel - (Least preferred)
X - Social media - X
X - Email - X
X - Chat - X
X - Phone - X

Are you looking for question examples for customer experience or employee insights surveys. Check our other articles :

25 most popular customer experience questions 
25 most popular employee engagement questions

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