Would it be useful for you to know one of the best feedback questions?

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“Please stay on the line to take a short one-question survey at the end of this call.”

That's what I heard right before the rep picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I'll give them an extra minute of my time. So I stayed on the line after the call. What came right after the call was the simple question they promised. It's perhaps one of the best feedback questions I've ever heard. I put it right next to the NPS (Net Promoter Score) question I'll share later. Here it is:

“Would you like the same person to take care of you the next time you call? Press 1 for yes and 2 for no.”

That's it. It's that simple. With one quick question, the customer can rate the support agent who answered the call. It summarizes whether the customer was satisfied and whether the agent did their job. No, it doesn't reveal whether the problem was solved or not, but that's a question for another day. I started thinking about other one-question surveys that can provide insight into a customer's opinion of a company. Here are a few questions to get you thinking – and each of these questions can be answered from the keypad of a phone.

1. Let's start with the question that inspired me to write this article: The next time you call us, would you like the same person to take care of you? Press 1 for yes and 2 for no.
2. The Net Promoter Score: On a scale of one to ten, how likely are you to recommend us to a friend or colleague?
3. Was the question answered to your satisfaction or was the problem solved?
4. How would you rate our customer service on a scale of one to ten?
5. How would you rate the quality of our product on a scale of one to ten?

The secret to the survey’s success lies in the simplicity and speed with which the questions can be answered.

In a perfect survey world, I like to follow one of these questions with an open-ended question. Obviously, you can't answer this from the dial pad of a phone, but if you're writing an email or text message, you can follow up a simple question with a question like, "Why did you give us that score?"

I'm often asked by clients how they get more responses from customers who are sent surveys. You now know the secret: simplicity and speed. Just promise it won't take much time – a minute or less – and watch how many more surveys your customers fill out.

This video answers the following and many other questions:
What is the best survey question?
What is the best customer feedback question?
How do I get more survey results?
How do I get customers to give me feedback?

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For more information, visit https://www.hyken.com.

For information about The Customer Focus’s customer service training programs, visit https://www.thecustomerfocus.com.

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