We recommend picking a set of questions from the topics below to encourage the most varied and balanced answers back from your customers.
Our suggestion for optimal video length is choosing 4-5 questions across a mixture of categories below.
Product / Implementation Team
How quickly were you able to get [Product] up and running and seeing results? |
How does [Product] improve your life at [Company]? |
What made us stand out from other options? |
How was the implementation and onboarding process with [Product]? |
What would you say to a colleague thinking about purchasing [Product]? |
Were you reluctant to buy [Product] at any stage? If so, why? |
How would you suggest we could have done better? |
What specific features sold you on buying [Product]? |
Explain the benefits that you get from using our product? |
What kept you from working with [Product] sooner? |
Do you think our products/services are priced appropriately? |
How often do you use our product/service? |
Was our product intuitive and easy to use? |
What does [Product] do for you? |
Would you find [new feature] useful? |
If we introduced [Product] would you be willing to test it? |
How much money do you think you saved using [Product]? |
Problem
What was most frustrating about your role before you started using [Product]? |
What is the most painful challenge that [Product] solves for you and the team? |
Why did you make the switch to [Product] from the old way of doing things? |
What problem were you trying to solve with [Product]? |
What was life like before you had our product? |
Are you still getting the same results? |
Did the price of our [Product] cause you to leave? |
What results did you get from our product? |
How could we make it easier to resolve your questions or concerns? |
What was the problem you were hoping to solve? |
Tell us about the problem or difficulties you were having that made you want to seek out [Product]? |
Solution
How was [Product] impacted your role? What results have you seen? |
What use cases are you using [Product] for? |
What results or tangible ROI have you seen since implementing [Product]? Please be as specific as possible :) |
How has your situation improved? |
During your experience, what was the thing you enjoyed the most or benefitted the most from? |
How has your problem or challenge been solved? |
Compare and contrast the situation before and after you purchased this product? |
How the company helped you reach your goals? |
Competitors
Did you use a competitor before us? What made you move to [Product]? |
Did you look at any other products before purchasing [Product]? If so which ones? |
What was it about [Product] that influenced you to choose us over other options? |
Compared to the market, is the quality of [Product] services better, worse or about the same? |
Customer Success & Account Management
How has our Customer Success team helped you with the implementation of [Product]? |
How easy or difficult was it for your question or problem to be resolved? |
How was your experience interacting with our team? |
Were your expectations met, unmet, or exceeded? |
How long have you used [Product] and what makes you continue to use us? |
How has our product/service made an impact on you/your business/your lifestyle? |
Is there a story you can tell us about a recent time where using [Product] that made you look great at work? |
What about using [Product] surprised you the most? |
What made you happiest about working with us? |
What made you the happiest about buying our product or service? |
Other & Miscellaneous
Anything else you would like to add that we didn't ask you about today? |
If your best friend wasn't sure about buying [Product], what would you say to bring them on board!? |
Has anything exceeded your expectations since working with us? If so, could you elaborate? |
What would you tell someone who is considering buying [Product]? |
What would you tell your friends or colleagues about us? |
Which Emoji describes the way you feel about [Product]? |
If [Product] disappeared today, what would you do without us? |
Pick three words that describe [Product] and why? |