Question bank
Questions for interviewing existing customers
Ten questions to send to one cohort of your own customers
Ten questions a founder can send to one cohort of existing customers, such as power users or recent signups. The first is the Sean Ellis question, so the score and the story come from the same person. The rest ask about the last time they used the product, what they would lose without it and what would make them rely on it more. Replace {product} with your product name. Koji can run these as an asynchronous interview from a personal link.
Where this appears
What's in this question bank
Your score
- How would you feel if you could no longer use {product}? Very, somewhat, not disappointed, or no longer use it?
The last time
- Tell me about the last time you used {product}. What were you trying to get done?
- What did you do before you had it?
- What happened the last time it did not do what you needed?
What they would lose
- If it disappeared tomorrow, what would you use instead?
- What would you lose that the alternative cannot give you?
- How would you describe {product} to a colleague in one sentence?
What comes next
- What is the one thing that would make you rely on it more?
- Who else on your team uses it, and for what?
- What did you expect when you signed up, and what was different?
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/existing-customer-interview-questions"><img src="https://www.koji.so/visuals/existing-customer-interview-questions/existing-customer-interview-questions.png" alt="Question bank for interviewing existing customers in four groups: the Sean Ellis score, the last time they used it, what they would lose, and what comes next." width="1200" height="764" /></a>
<p>Source: <a href="https://www.koji.so/visuals/existing-customer-interview-questions">Questions for interviewing existing customers</a>, Koji</p>
