Expert Tips for Creating eCommerce Customer Satisfaction Surveys

The Importance of Customer Satisfaction Surveys

In today's competitive eCommerce landscape, it's more important than ever to prioritize your customer's experience. One of the most effective ways to gather feedback and improve customer satisfaction is through customer satisfaction surveys. These surveys help businesses understand what customers like and dislike about their products and services, allowing them to tailor their business strategies accordingly.

Customer Satisfaction Survey Questions

Types of Customer Feedback Questions

Before diving into templates and examples, it's important to understand the types of questions that should be included in an effective customer satisfaction survey. These can include:

  • Net Promoter Scores (NPS)
  • Multiple choice questions
  • Open-text questions
  • Rating scales
  • Demographic questions

Best Practices for Creating Customer Satisfaction Surveys

To ensure that your surveys generate valuable feedback, there are a few best practices to keep in mind:

1. Make sure you choose the right survey tool.

There are many survey tools on the market, so it's important to choose one that fits your needs and budget. Popular options include SurveyMonkey, Google Forms, and Typeform.

2. Always ask short and relevant survey questions.

Long, complex questions can lead to confusion and reduce response rates. Keep questions short, simple, and related to the specific parts of the customer experience you want to improve.

3. Send the surveys at the right time.

Timing is everything when it comes to customer satisfaction surveys. To capture accurate feedback, send surveys immediately after a customer interacts with your business.

4. Always A/B test your surveys.

Before sending out a survey to your full customer base, conduct A/B tests to find out which questions, layouts, and presentation styles are most effective.

5. Thank your customers for their feedback.

Show your customers that you value their time & feedback by thanking them for completing the survey.

Customer Satisfaction Survey Template

We've created a basic customer satisfaction survey template that you can modify to fit your business needs:


Customer Satisfaction Survey Examples from Real Brands

Here are some excellent customer satisfaction survey examples from real brands that effectively gather valuable feedback:

    1. HubSpot

    HubSpot sends an NPS survey to its customers with the question 'How likely are you to recommend HubSpot to a friend or colleague?' accompanied by an open-text field for additional feedback.

    2. Airbnb

    Airbnb sends a post-stay survey to guests that includes multiple-choice questions about overall satisfaction and feedback on specific aspects of their stay, such as cleanliness and communication with the host.

    3. Hilton Hotels

    Hilton's survey asks customers to rate their overall experience and the likelihood of recommending Hilton to others, as well as asking specific questions about room cleanliness, staff helpfulness, and more.

    4. Uber

    After specific trips, Uber sends a survey to riders about the driver's communication skills, cleanliness of the vehicle, and overall satisfaction with the ride.

    5. Netflix

    Netflix uses an NPS survey through email to gather feedback from its subscribers about their overall experience, including recommendations and service.

    Get More Customer Feedback to Grow Your Business

    Implementing customer satisfaction surveys into your eCommerce business is an essential part of your business strategy. By implementing the best practices and studying effective customer satisfaction survey examples, your business can generate the feedback it needs to continually optimize and improve the customer experience, ultimately leading to higher conversions and revenue.