What questions should you ask in Viable?

Questions that lead to customer insights

Viable lets you ask questions about how your customers experience your product. Our AI will quickly sort through all the customer feedback we’ve imported and categorized for you. Then, using GPT-3, we'll instantly write an answer to your question in human language based on the data.

Simply type in a question and start seeing answers.

What questions should you ask in Viable?

There’s a lot of great insight waiting to be discovered in the qualitative data from your customers.

There are different types of datasets:

Surveys – detailed feedback around what customers like and dislike; feature requests

Reviews – user experience with your product about what’s delightful or frustrating

Helpdesk tickets – often short requests related to user accounts and usage issues

Social media (e.g. tweets) – depending on how your company uses these channels, the type of feedback varies. For instance, it could be similar to helpdesk tickets if used for customer support.

The quality of answers will depend on the type of data ingested. If you’ve got a lot of open ended survey responses (from NPS or CSAT surveys, for example), you will be able to ask certain types of questions such as, “what should we build next?” and get strong answers.

If the primary data set is support tickets, questions like “what issues are customers having with their accounts?” will be more appropriate. Customers are more likely to submit requests for immediate help with their accounts and less likely to provide product or feature suggestions via helpdesk apps.

Keeping this in mind, below are some sample questions to ask in Viable.

See additional tips on how to iterate your questions to get higher quality answers.

Customer experience: Questions that surface urgent customer issues

How can we improve the experience for customers?
What can we do to improve account access?
How can we improve the ordering process?
What can we do to improve communication?
How can we make the registration process better?
How can we improve the dashboard [or feature x]?
What can we do to improve the installation process?
How can we improve product availability?
How can we make the renewal process easier?
Why do customers cancel their subscription?
How can we improve wait times?
What issues are users having activating codes/coupons/gifts/promotions/etc?
Which customers cancel most often?
How can we improve fees?
What are customers saying about the price?
Why do customers think our marketing is misleading/problematic?
How can we make [feature x] more useful for users?
Why are users upset with [feature/functionality x]?
What are the most common disputes? (E.g. for credit card or marketplace products)
What’s frustrating about our onboarding?

Customer experience: Questions that reveal what’s working well for customers

What do customers like about our product?
What do customers like about [feature x]?
What makes our customers happy?
Who are our best customers?
Who are our happiest customers?
Which customers need the most support?
What gift/promotion/reward/[action] do users like most?
What content is most helpful for our customers?
What do customers think about our ads/advertising?
What are the most frequently asked questions?
What integrations do customers use most?

Customer experience: Questions that surface opportunities to improve the user experience

What do users like most about the reporting feature [or feature x]?
Why do customers abandon their carts?
What are the top 3 improvements we can make to [feature x]?
What can we do to improve how users do [process x]?
How can we improve page navigation?
What would make customers use [product x] more?
How can we make [feature x] easier for customers?
Why is [feature x] not working for customers?
Why is [process x] not working for some customers?
What are customers saying about delivery times?
How can we improve product selection?
What do customers find confusing about login?
Why are customers frustrated with monthly invoices?
Why do users stop [doing x action]?
What delights customers?
What is wrong with [product x]?
How can we improve the ordering process?
How can we make the search function better?
What can we do to improve response times?
How can we improve billing?
How can we make invoicing better?
What do users think about our cancelation policy?
How can we improve renewals?
Why do users dislike [product x]?
What attracted users to [product x]?
Why don’t customers purchase [product y]?

Product roadmap: Questions that help validate your product ideas

How do we convert new users into long term users?
What are customers saying about [feature x]?
What should we build next?
Which features should we build?
What’s the most common use of our product?
What kind of user would get the most benefit from our product?
Which integrations do users want next?
What app integrations do users like most?
How can we make [feature x] more useful?
How can we improve alerting?
What could we do to make [product x] better?
What can we do to improve the app?

Operations: Questions that surface distribution, logistics, or fulfillment insights

What do customers like about our Salesforce/CRM integration?
What do customers like about our order fulfillment?
What do customers think about our delivery options?
How do users feel about the check-in experience?
What causes drivers/delivery persons to be delayed?
What makes the best driver/delivery person/customer support agent/etc?
Why are drivers/delivery persons/brand ambassadors/etc performing poorly?
What do our drivers/delivery persons/brand ambassadors/etc love most?
How can we improve our app for drivers/delivery persons/brand ambassadors/etc?
Why do customers cancel orders?
What’s confusing about payout?
What do customers think about our cleanliness?
What do customers find most time consuming?

Got interesting questions you'd like to ask of your customer feedback data? Let us know! Twitter, LinkedIn or support@viable.fit.

Want to try it yourself?

If you haven't tried Viable yet and are interested in seeing how quickly you can get insights from your qualitative customer data by simply asking natural language questions, let's connect.