35+ Voice of Customer Survey Questions To Ask In Your Next VoC Survey

Want to know your customers’ frequency of returning to buy your products and services?

Are they satisfied with the customer service that you offered to them?

Well, these are important questions for a company’s success as they help them improve their quality of service and products.

The good thing is that you can get answers to all these questions by crafting effective Voice of the Customer questions. Feedback from VoC questions helps businesses to get an insight into what exactly customers want and expect. This also allows companies to tailor their offerings and meet their expectations. 

But with so much going on, what questions should you ask? 

Well, to help you with that, we collated a list of some crucial voice of the customer questions that will help understand your customers’ interests and analyze the market.

But let’s first have a clear idea of what Voice of the Customer is.

What is the Voice of Customer?

Voice of customer refers to the process of capturing relevant customer feedback to gain insight into customer’s expectations and preferences about a brand’s products, services, and overall experience. This process involves gathering feedback from customers from multiple channels at key points in the customer journey to better understand their pain points and overall experience. 

VoC data can be collected through various channels, including:

• Surveys (NPS, CSAT, CES)
• Interviews and Focus Groups
• Online Reviews and Social Media
• Customer Support Interactions
• Website Feedback

By actively listening to the voice of the customer, businesses can make informed decisions to enhance product development, customer service, and overall customer experience.

Let’s now understand why it is important to launch voice of customer surveys.

Why is Voice of Customer Surveys Important?

Understanding what customers think and feel enables businesses to deliver better products, services, and experiences. Here are some key reasons why VoC surveys are important:

1. Drives Improvements: By gathering feedback on current offerings, companies can discover opportunities for innovation and enhancements. It enables businesses to create products or services that align with customer expectations.

2. Increases Customer Loyalty: Did you know that 65% of customers expect businesses to adapt to their changing needs/preferences? And this is where launching VoC surveys becomes important. When you discover customers’ needs and preferences you can easily tailor experience and make customers feel heard and valued, ultimately increasing customer retention and reducing churn.

3. Helps Prioritize Actions: Understanding the VoC helps businesses prioritize initiatives that will have the greatest impact on customer experience. This ensures that resources are allocated efficiently to address key concerns.

4. Builds Competitive Advantage: 71% of customers have switched brands at least once in the past year. To avoid such huge churn, businesses need to consistently listen, analyze, and act on customer feedback. A strong VoC program allows businesses to anticipate market trends and respond to customer demands faster.

5. Improves Customer Retention: VoC surveys help identify reasons why customers might leave, allowing companies to address issues before they escalate. This proactive approach can significantly improve customer retention. And a 5% increase in customer retention can boost profit by 25-95%.

However, asking the voice of the customer survey questions is just as important as launching the survey in the first place, so let’s discover some important voice of the customer questions to ask.

Voice of Customer Questions To Ask In Your VoC Survey

To gather the right kind of feedback, you must ask very specific questions. Remember – asking too many and unclear questions will only lead to customer drop-off!

Here is the list of goal-specific questions to include in your surveys.

1. Voice of the Customer Questions Based on Customer Research

What Is It: These questions help you understand your customers’ behavior, preferences, and pain points. The goal is to get a holistic view of their needs and motivations.

Why It Matters: Customer research-driven questions enable you to tailor your product, marketing, and service strategies around what matters most to your customers. This helps to create more personalized experiences and higher satisfaction.

Launch VoC surveys with different question types with customized survey templates in just 5 minutes!

2. Voice of the Customer Questions for Product Feedback Collection

What Is It: These questions focus on gathering detailed feedback about the performance, quality, and usability of your product.

Why It Matters: Product/service feedback questions help identify strengths, weaknesses, and areas for improvement. This ensures that you’re continually enhancing what you offer based on actual user experiences.

3. Voice of the Customer Questions to Conduct Market Research

What Is It: Planning to launch a new product feature? Want to create a new marketing campaign? Well, these market research VoC questions will help you with that! 

Why It Matters: The feedback gathered will help you understand customer requirements and enable you to better align your marketing strategies, product roadmap, and resource allocations, accordingly.

4. Voice of the Customer Questions to Collect Details About Competitors

What Is It: These questions are aimed at collecting insights from customers about their perceptions and experiences with competitors. It helps companies comprehend how customers view competing products or services in the market.

Why It Matters: This kind of survey question will help you make informed strategic decisions to enhance competitiveness and drive customer loyalty. It will also reveal your weak points and how you can fix them.

Conclusion

Voice of the Customer questions are important for businesses to gain insights into what customers want and expect, identifying their pain points and revealing how they perceive competitors. Also, feedback and survey questions will help companies tailor their offerings, enhance their competitive positioning, and improve customer experiences. 

However, only asking the right questions is the first step – what to do with the data is what matters the most. This is where a robust voice of customer tool like SurveySensum, can help you create a streamlined process and end-to-end solution that starts from creating surveys with DIY capabilities to taking priority-based action that impacts your bottom line.