What questions should you ask in Viable?

Questions that lead to customer insights


Customer experience: Questions that surface urgent customer issues 


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


Product roadmap: Questions that help validate your product ideas


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

Questions that lead to customer insights

There’s a lot of great insight waiting to be discovered in your customer feedback. 

Here’s a guide for how to get the most out of asking questions in Viable.

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


Customer experience: Questions that surface urgent customer issues 

What do our customers find frustrating about our product?
What do our customers find frustrating about [feature x]?
Why do customers cancel their subscription?
What issues are users having activating codes/coupons/gifts/promotions/etc?
What’s frustrating to users about billing?
Why do customers think our marketing is misleading/problematic?
How can we improve [feature x]?
Why are users upset with [feature/functionality x]?
What are the most common disputes? (E.g. for credit card or marketplace products)


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 delighted?
What’s our customers’ favorite gift/promotion/reward[action]?
What content is most helpful for our customers? 


Product roadmap: Questions that help validate your product ideas

How do we convert new users into long term users?
How can we improve [x feature]?
What feature should we build next?
What kind of user would get the most benefit from our product?
What would make customers use [product x] more?
What do users like about our product?
What attracted users to [product x]?
Why don’t customers purchase [product y]?
What integrations do users want next?


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?

Viable Team

Viable Team

Staff

Last Updated: 02/20/21

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