50 Essential Customer Experience Questions

Product/Service Usage Questions

1. How often do you use our [product/service]?

2. What was your primary goal when you started using our [product/service]?

3. Which feature do you find most valuable?

4. What's the most challenging aspect of using our [product/service]?

5. How well does our [product/service] integrate with your existing workflow?

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Initial Experience & Onboarding

6. How did you first hear about us?

7. What convinced you to try our [product/service]?

8. How easy was it to get started with our [product/service]?

9. Did you need help during the setup process?

10. What was your first impression of our [product/service]?

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Value Perception

11. What problem does our [product/service] solve for you?

12. How would you feel if you could no longer use our [product/service]?

13. What's the main benefit you get from using our [product/service]?

14. Do you feel our pricing reflects the value you receive?

15. How does our [product/service] compare to alternatives you've tried?

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Support & Communication

16. How satisfied are you with our customer support?

17. How quickly do we respond to your questions or concerns?

18. Do you feel heard when you provide feedback?

19. How clear is our communication about updates and changes?

20. What's your preferred method of getting support?

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Feature-Specific Feedback

21. Which features do you use most frequently?

22. Are there any features you find confusing?

23. What features are missing that would make your experience better?

24. How well do our current features meet your needs?

25. Which features could you do without?

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User Experience & Interface

26. How easy is it to navigate our [product/service]?

27. Can you easily find what you're looking for?

28. What aspects of our interface could be improved?

29. How would you rate the speed of our [product/service]?

30. Does our [product/service] work well on all your devices?

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Emotional Connection

31. How confident do you feel using our [product/service]?

32. What frustrates you most about our [product/service]?

33. When do you feel most satisfied using our [product/service]?

34. Would you recommend us to a friend or colleague?

35. What makes you trust (or not trust) our brand?

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Goals & Outcomes

36. Have you achieved your goals with our [product/service]?

37. What results have you seen since starting to use our [product/service]?

38. How has our [product/service] improved your work/life?

39. What would help you achieve better results with our [product/service]?

40. What metrics do you use to measure success with our [product/service]?

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Future Needs & Innovation

41. What upcoming challenges do you anticipate in your work?

42. How could our [product/service] better support your future needs?

43. What industry trends are you most concerned about?

44. What additional tools or services would complement our offering?

45. How do you see your needs evolving in the next year?

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Overall Satisfaction & Loyalty

46. What would make you more likely to continue using our [product/service]?

47. How likely are you to upgrade/renew your subscription?

48. What would make you choose a competitor over us?

49. How well do we understand your needs?

50. What's the one thing we could do better?

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Best Practices

• Choose questions relevant to your specific stage of business
• Mix quantitative and qualitative questions
• Keep surveys focused and concise
• Follow up on interesting responses
• Track responses over time to identify trends

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When to Ask

• After onboarding
• Post-support interactions
• Regular intervals (quarterly/annually)
• After major updates
• Before renewal periods

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Response Format Options

• 1-10 scale ratings
• Multiple choice
• Open-ended responses
• Yes/No questions
• Likert scale (Strongly disagree to Strongly agree)

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