THE 20 QUESTIONS

DRIVING CUSTOMER
SATISFACTION &
LOYALTY

India’s MSME RAJIV TALREJA

Business Coach www.rajivtalreja.com
 02 OF 07

Customer care is often overlooked by the business

owners. However, it holds an important role in changing
the trajectory of business growth.

How? Well, when businesses make a genuine effort to

understand, address, and exceed customer needs, it
builds trust, creates credibility and lays a strong foundation
for lasting relationships.

This makes customers more likely to stick around, giving

rise to a beneficial cycle of repeat business and
sustainable growth.

If businesses fail to gauge customers' experience, they

might end up losing them leading to severe business loss.

It is commonly observed that when customers don't feel

valued, their loyalty wanes.

They start exploring other options, threatening to sever the

ties you've worked so hard to establish. This negligence
can create a void, a disconnect that leaves customers
feeling overlooked and unappreciated.

India’s MSME RAJIV TALREJA

Business Coach www.rajivtalreja.com
 03 OF 07

It's a pressing issue that could undermine your customer

retention, hampering your potential for repeat business
and sustainable growth.
And mind you, winning their trust and loyalty back is close
to impossible.

Then, what to do in such a case?

Make a genuine effort to understand, address, and

exceed customer needs.

To make your customers happy, you need to understand

what they're thinking and what they want.

India’s MSME RAJIV TALREJA

Business Coach www.rajivtalreja.com
 04 OF 07

Here comes your savior, “The 20 Questions Driving

Customer Satisfaction & Loyalty.”

This questionnaire helps you understand what your

customers think and feel.

With this knowledge, you can make your customer service

better and more suited to their needs.

Here you go;

01. Were you satisfied with our Yes No

service/product?

02. Did our product/service fulfill Yes No

your needs?

03. Did you find a feature you Yes No

really liked in our
product/service?

04. Did any aspect of our Yes No

product/service disappoint
you?

05. Were our customer service Yes No

representatives responsive?

India’s MSME RAJIV TALREJA

Business Coach www.rajivtalreja.com
 05 OF 07

06. If you had any issues with Yes No

our product/service, were
they resolved satisfactorily?

07. Was your issue resolved Yes No

quickly?

08. Could you find the Yes No

information you needed on
our website/app easily?

09. Did our customer service Yes No

representative effectively
understand and address
your concerns?

10. Do you believe our Yes No

product/service offers good
value for its price?

11. Would you consider buying Yes No

from us again?

12. Would you recommend our Yes No

product/service to others?

13. Did you find our customer Yes No

service team knowledgeable
about the product/service?

India’s MSME RAJIV TALREJA

Business Coach www.rajivtalreja.com
 06 OF 07

14. Did we exceed your Yes No

expectations at any point
during your purchase
journey?

15. Could we have done Yes No

something more to enhance
your customer experience?

16. Was it easy for you to Yes No

navigate through our
product/service?

17. Were our delivery/installation Yes No

processes smooth?

18. Could we improve our Yes No

product/service to serve you
better?

19. Were you satisfied with our Yes No

communication (emails,
notifications, phone calls)?

20. Would you like to change Yes No

anything about our
product/service?

India’s MSME RAJIV TALREJA

Business Coach www.rajivtalreja.com
 07 OF 07

Remember, these questions provide a foundation for

understanding your customers better. Act on the feedback
you receive and watch your customer service reach new
heights.

These questions will help you open the door to enhancing

your services, keeping customers happy, and building
loyalty. Because when customers are truly satisfied, they
don't just come back, they bring others with them too.

Closing Remark: Listening to your customers is the

first step in providing them with the service they
deserve. Let's start the conversation.

India’s MSME RAJIV TALREJA

Business Coach www.rajivtalreja.com