Customer testimonials are a must-have for every growing business.
They’re super valuable for companies whose success depends on building deeper connections with potential customers.
Improving customer experience and boosting your business growth is nearly impossible without understanding your customers’ opinions about your services.
Therefore, customer testimonials are the simplest yet most effective form of marketing content.
Think about it: 84 percent of people trust consumer reviews as much as personal recommendations and spend 31 percent more with businesses with good testimonials.
What’s more? You can feature them as social proof on your website to build more credibility.
But let’s face it – asking your existing customers for a video testimonial is not simple.
Your customers may be busy or unable to string words together to write/record a meaningful testimonial for you.
Regardless, we’ve done the work for you and will cover:
- Why you shouldn’t think twice before asking your existing customer for a text or video testimonial
- 25+ powerful questions for video testimonials (for different use cases) to collect high-quality customer feedback that’ll bring you more sales.
- How to automate the testimonial video collection process.
- A testimonial collection cheat sheet to get the most out of customer testimonial videos.
Let’s get started without further ado.
Questions for testimonials – what you must know
Potential customers LOVE social proof.
They want to see ‘what’s in it for them’ before investing their hard-earned money in your products or services.
And how can text and customer video testimonials benefit your business?
When you showcase testimonials in your marketing material, from social media posts to paid ads and more, you attract more engagement through website visits.
People trust people. Your target audience has no choice but to dig into why their counterparts praise your business. And that leads to more conversions as they might submit inquiries and sign up for the free trial or product demos – you name it!
Sharing a video testimonial on social media
What exactly should you ask to gather customer testimonial videos, and why?
Should my customer testimonial videos be short?
What should my online reviews include?
Can any testimonial video do the trick? – these are some of the many questions you may have.
But here’s an important thing to remember: not every testimonial is compelling. Truly effective text or video testimonials are short success stories with a few must-have elements.
What should positive testimonials contain?
There is no hard and fast rule when framing the right video testimonial questions. However, below are the most essential components your customer testimonial can contain:
1. Customer’s background information
As soon as a website visitor or a prospect reads or watches your displayed testimonial, they must instantly relate to it.
So ask your customers the below questions to get the right information out of them:
- Can you introduce yourself briefly?
- What is your role at the company?
- Who are your clients at the company?
Note: Always ensure the customer keeps the introduction short in a testimonial video.
2. Address a past pain point
There’s always one or more reasons that force customers to look for solutions through your product or service, referred to as pain points.
Asking about pain points lets potential customers relate to your testimonial video more deeply.
Example pain point questions are:
- What problem pushed you to choose our product or service?
- How long were you facing the mentioned pain point?
3. The solution
What follows the pain point is the solution you offered them that fixed their woes.
So ask questions like:
- Which of our company’s solutions addressed your pain point?
- How did it fix the problem?
- Was the solution exactly as you had envisioned it to be?
4. Add quantitative results
Numbers speak volumes.
Adding quantitative results to your testimonial videos lets you attract the reader’s attention and is a convincing sales pitch.
For example, 2x growth in revenue within a year, 3x operational processes improvements, etc. So ensure you ask your customers for an approximate figure of the results your solution helped achieve.
Need a quick reference? We got you!
Here’s a checklist of the testimonial must-haves:
- Get customers to introduce themselves briefly while recording testimonial videos.
- They discuss the customer’s pain point that compelled them to use your product or service.
- How your solution (product or service or company) helped them overcome this pain point.
- And last but not least: every good text or customer video testimonial describes how your company solved customers’ issues and the quantitative benefits they received.
Bonus: The testimonial should be situation-specific and persuasive for the with the right keywords that other prospective customers can resonate to. Read the next section to learn more.
Testimonial question suggestions to get started
The quality of customer testimonials relies on the quality of your questions.
Here are some question suggestions to help you compile a question-and-answer survey and tell a short yet powerful success story in the form of a testimonial:
- What were your biggest challenges while achieving growth, and how did it hurt your business?
- How did you find our product or service or company?
- How did the product or service change your life or workflow?
- Which specific business metrics improved (and how much)?
- What part of the product or service makes it the right choice for you?
- What did you enjoy most about your experience?
- What makes the product or service stand out from the competition?
- Would you recommend our company and why?
Except for telling a success story and getting a testimonial, there are a few other goals you may want to reach:
- To understand the overall customer experience.
- To learn more about the competition.
- To get valuable feedback on your product or service.
1. Questions to ask if you want to understand the overall customer experience
Understanding the customer’s satisfaction with your product or service is crucial to improving your offerings. And getting feed
- From one (unsatisfied) to ten (highly satisfied), how would you rate your overall satisfaction with the company or product or service?
Sometimes the numbers can speak for themselves. The 0-10 scale helps customers fill up the survey faster and gives quicker results. It’s also a good idea to supply the scale with open answers to leave room for feedback of any type.
- What part of the services are we missing, if any?
2. Questions to ask if you want to understand how loyal your customers are
Customer loyalty is a major business asset. Every company should do its best to turn prospects into loyal customers and, as a result, increase the number of referrals.
- What can we do for you right now to make you never try another similar product / hire another agency (coach, company, etc.)?
- What would you like to see us keep (and/or stop) doing?
- What is the one thing we could add to the product or service that will help improve your efficiency?
- What are your pain points with the product or service, and how do you think we could fix them?
- How dissatisfied will you be if the product/service disappears from the market?
One of the most evident outcomes of having loyal customers is a recommendation. If people really trust you, they recommend your services to their friends or family.
3. Questions to ask if you want to learn more about your competition
Knowing about your strengths and weaknesses is important. And it’s also essential to know what your prospective customers and existing customers think about you and your business rivals.
- Who can we learn from X?
- What would you use as an alternative if the product/service was no longer available?
- What makes our company stand out from the competition?
- What made you move from X to our product/service?
- Compared to the market, is the quality of the product/service better, worse, or about the same?
- Compared to the market, are our prices higher, lower, or about the same?
Let’s face the truth: everyone’s influenced by the price point. Be sure to ask if your customers feel the price point is fair. This information can help you develop great strategies for acquiring new customers.
Best practices while asking for testimonials
Here’s a truth bomb: customers don’t rush to provide meaningful testimonial videos.
So to increase your chances of getting answers to the questions above, we have listed a few best practices while asking for feedback:
#1. Ask for testimonials in return for an incentive
Try offering your customers exciting gifts, such as an Amazon gift card, a coffee gift card, a free brief consultation, free access to your product/service for a period, etc., to increase your odds for positive feedback.
You could also add more value to your incentives, for instance, free useful content like an industry-related e-book, in-house study, etc.
#2. Seek testimonials during or right after you collaborate with a customer
Most businesses miss following up with customers while fetching testimonials. Remember, the meat is in the follow-ups.
You have the best chance to get quality feedback during or right after the collaboration by following up. Don’t wait for them to forget about you.
#3. Keep your survey short, sweet, and simple
Minimize customer efforts. Keep the number of questions low and inject humor into your question wherever possible. Nobody likes dry as dust surveys.
Also, blame it on short attention spans, but your potential customers would hate reading or watching lengthy text or video testimonials.
#4. Ask your best customers
Who can submit the best testimonials? Customers who’ve loved your product/service.
So always be on the lookout for satisfied customers who give you a 4 or 5-star rating or rate you high on the CSAT (customer satisfaction level) score.
Thank them for trusting in your business and asking if they could submit a testimonial, too.
#5. Don’t go overboard with your questions
Your customers are people, too, and would hate being interrogated for hours.
So always research your customer beforehand and keep a short questionnaire handy to send to your customers.
How to automate the process of gathering text and video testimonials
The most convenient way to collect testimonials is to choose a comprehensive tool like Trust. This app gathers and displays text and video testimonials – you just need to approve them, and they’re on your site.
The process is quite simple:
1. Make arrangements with the customer to get a testimonial from them
2. Prepare a personal survey for the customer based on the way they prefer to leave the text/video testimonial
FYI: With the help of Trust, your customers have a few ways to upload video content. They can:
- Upload an existing testimonial video from their computer.
- Give the URL to an existing YouTube or Facebook video.
- Record a new video using their desktop webcam or smartphone.
3. The customer receives a link to the survey and leaves a video or text testimonial
4. You approve the testimonial and customize its look if needed
5. The testimonial goes live on your website as a notification widget or shows on any web page
Et voila, you have an eye-catching testimonial all set to attract high-quality leads.
Your ultimate cheat sheet to get started with testimonials
You are now aware of the impact testimonials create. And how the process can be pretty simple with the use of the right strategy and intelligent tools.
So to sum things up:
1) A good testimonial should tell the story: frame a story your prospects can relate to.
2) While compiling a QnA survey, make sure to include the main four questions:
- Customer’s brief introduction.
- The pain point.
- The solution that helped them and how it brought the results.
- Quantitative benefits or the results they achieved.
3) Keep the survey short and simple
4) Offer an incentive for completing the survey
5) Send the customer a link to the personal survey and get a video or text testimonial.
6) Customize the acquired text or video testimonial and feature it on your website if needed.
Now you’re armored with outstanding techniques to know your customers better and fetch winning testimonials.
But if you wish to save time and energy sending testimonial questions to your esteemed customers, a video testimonial software like Trust is the way to go.
See it for yourself – sign up for the free trial today with no credit card info!
Frequently asked questions
1. What should be included in a video testimonial?
Powerful video testimonials should mainly include a customer’s brief introduction, the problem they faced before reaching out to your business, and the results they achieved.
2. What questions for video testimonials should I include?
Here are the main testimonial interview questions to ask your customer:
- What problem were you trying to fix before reaching out to us?
- What solution gave you the answers to your problem?
- What made you choose us over the competitors?
- What made you move from X to our product/service?
- Do you like our product/service’s price point compared to the market standards?
- Would you refer our product/service/company to your counterparts?
3. What are most common types of testimonials?
Text and video testimonials are the two most common types of testimonials every business must have to attract quality potential customers and help increase word of mouth referrals.
4. What are the benefits of video testimonials?
Video testimonials are more effective than written testimonials as they are more trustworthy and credible. They can be easily embedded into your website, landing page, emails, social media, and can be used by your sales and marketing teams for lead generation.