Customer Question Log
Write down every question customers ask for two weeks. The repeats show you what to answer up front, and where your team gets stuck.
Word
Use the log for 2 weeks. Everyone on your team fills it in: phone calls and voicemails, emails, texts, website chat, social messages, and questions your techs or staff get in person.
The log
| Date | How they asked | The question, in your words | Who answered | Did we have a good answer? |
|---|---|---|---|---|
| [date] | [call, email, in person, etc.] | [the question] | [name] | [Yes / Sort of / No] |
Write down every question a customer asks. It takes 10 seconds.
Tips
- Write it the way the customer said it, but leave out names.
- Log the same question every time it comes up. Repeats are the point.
- "No" answers matter most. Those are the gaps.
After 2 weeks
- Look for the questions that came up 3 times or more.
- For each one, pick where the answer should live so customers find it first: your website, your booking page, the receipt, your phone greeting, a handout, or staff training.
- For every "No" or "Sort of," agree on one answer and share it with the whole team. If your team isn't sure, customers notice.
Your top questions are also a good start for customer help guides and social posts.
Send me the log
Enter your email and download the Word file to keep. Printable and offline, work through it at your own pace.
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What Customers Asked Report
Send us your filled log. We group the questions, find the gaps, and send back a short report with your top 5 questions and where each answer should live.