Satisfaction & NPS
Customer Satisfaction Interview
A customer satisfaction interview is a broader conversation, usually held once or twice a year, to understand how a customer feels about the whole relationship: product, service, people and value. Unlike a single score, it explores what they value and what is slowly wearing their patience down. Here are the questions, in the order that keeps the conversation natural when spoken aloud.
17 questions
When to use this template
- Once or twice a year with your main accounts, as a regular health check on the relationship.
- Before a renewal, so that you know how the customer feels well ahead of the decision.
- After a period of change on either side: new team, new offer, price change or a major incident.
Questions to ask
Opening and overall feeling
- 01How would you describe your overall experience with us over the past year?
- 02What comes to mind first when you think of working with us?
- 03How well are we meeting the needs you had when you chose us?
Product or service
- 04Which parts of what we offer do you use the most, and why?
- 05Is there something you pay for but rarely use?
- 06What does not work as well as you would like?
- 07Is there a need you have that we do not cover today?
People and communication
- 08How easy is it to reach the right person on our side when you need help?
- 09How would you describe the quality of our communication with you?
- 10Do you feel we understand your business and your priorities?
Value
- 11How do you feel about the value you get for what you pay?
- 12Has anything changed in your business that we should know about?
- 13How do we compare with other options you know of?
Looking ahead
- 14What is the one thing we should improve first?
- 15What would make you want to work with us for a long time?
- 16Is there anything you would like us to do that we are not doing?
- 17Is there anything else you would like to add?
Tips for a useful conversation
- Say at the start how long the conversation takes and what will be done with the answers.
- Ask about what works as well as what does not: a satisfied customer also tells you what to protect.
- Let the customer finish; the most useful remarks often come after a pause.
- Note commitments the customer expects from you and make sure someone owns each of them.
- Hold the same conversation with a similar structure each year so you can see how the relationship evolves.
Mistakes to avoid
- Turning the conversation into a sales pitch for a new offer.
- Speaking to only one contact when several people use or pay for the service.
- Arguing with a complaint instead of understanding it.
- Filing the answers without sharing them with the teams who can act on them.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.