Potential clients may view your Google or Clutch ratings with some skepticism. While written customer reviews are valuable, they don’t always provide the persuasive impact needed to sway a prospect’s buying decisions.
So, how can you offer stronger social proof that addresses your buyers’ doubts and concerns?
Client video testimonials.
Unlike written customer reviews, which can be easily faked and fabricated, video testimonials showcase customer success stories of real people — with visible faces, names and businesses that your prospects can easily verify online. These client video testimonials bring a level of credibility that no star rating alone can offer.
“People are way more likely to consume video content than read a long and boring written testimonial,” said Tim Clarke, Thrive’s Senior Reputation Manager.
So, what testimonial questions can you ask to come up with compelling customer success stories?
We answer this and more as we unpack:
• Video Testimonial Questions to Ask for Customer Success Stories
• Customer Stories and Client Video Testimonial Examples for Inspiration
• Let’s Help You Ask the Right Customer Satisfaction Questions
• Client Video Testimonials Frequently Asked Questions (FAQ)
Video Testimonial Questions To Ask for Customer Success Stories
Client testimonials are short videos where your customers share their genuine experiences using your product or service, from the challenges they were trying to solve to the results they achieved.
It’s storytelling with a purpose: showcasing real people and real outcomes. It’s this storytelling element that makes video testimonials more relatable and engaging and creates a personal connection that written customer reviews often lack.
Let’s go over the client or customer feedback questions as follows:
• General or introductory questions
• Product or service-specific questions
• Client or customer support feedback questions
• Additional questions
| • Can you introduce yourself and tell us a little about your business? • How did you first hear about our company, product or service? • What channels or platforms did you use to search for a solution? • What problem were you trying to solve when you found us? • What were your initial concerns or doubts before using our product or service? • What other brands were you considering before choosing us? • Why did you choose our company, product or service over others? • How long have you been using our product or service? |
1. Can You Introduce Yourself and Tell Us a Little About Your Business?
A straightforward yet essential opener for any client video testimonial, this introduction allows viewers to connect with the person behind the testimonial, making the testimonial feel more genuine.
In their response, your clients can briefly introduce themselves, share their role and describe the nature of their business.
The question sets the stage for the rest of the video, allowing viewers to understand the context of the feedback that follows. It also personalizes the testimonial, giving the audience a sense of who is benefiting from your product or service and helping them relate to the story.
2. How Did You First Hear About Our Company, Product or Service?
With this question, you’re looking into the client’s initial touchpoint with your brand.
The answer sheds light on how your marketing efforts – like search and social media ads – are performing. It also helps potential customers see how others are discovering your business, adding to your credibility and legitimacy.
Encourage your clients to answer candidly, whether they came across you through a referral or stumbled upon you while searching online. The goal is to share a relatable moment that resonates with new prospects who may be on the same path.
3. What Channels or Platforms Did You Use To Search for a Solution?
You want to identify the platforms or methods your clients used during their research phase. From Google searches to review sites and social media, you gain insight into where potential customers are most likely to seek solutions.
Clients’ answers can highlight the importance of maintaining a strong presence on specific platforms. They also allow the client to describe their decision-making process.
4. What Problem Were You Trying To Solve When You Found Us?
Clients may describe how they struggled with slow processes, inconsistent results or missing features before discovering your product or service.
You want your clients to detail their initial problems clearly to help potential customers identify whether they have a similar issue and how your solution could fit their own needs.
For instance, they can explain how outdated systems were causing delays or how a lack of certain functionalities led to inefficiencies. These client testimonials demonstrate to future customers how your solution has effectively addressed these issues.
5. What Were Your Initial Concerns or Doubts Before Using Our Product or Service?
Every customer has reservations before making a purchase. This question allows clients to articulate their concerns and how they overcame them. Their responses provide reassurance to potential customers who may share the same concerns.
The client’s story of overcoming doubts can be powerful. It demonstrates that your brand is trustworthy and capable of addressing those worries, making it easier for others to make a confident decision.
6. What Other Brands Were You Considering Before Choosing Us?
Which other brands or companies did they seriously consider before making their final decision? Their answer provides valuable insight into the alternatives vying for your target audience’s attention.
By understanding which competitors were on their radar, you can gain a clearer picture of who your main rivals are and how they position themselves in the market.
7. Why Did You Choose Our Company, Product or Service Over Others?
Do you know what sets your brand apart from competitors?
By asking, you’re encouraging clients to share specific factors that led them to choose your product or service, whether it was your unique offering, exceptional customer service or strong reputation.
Their response offers a chance to highlight what makes you stand out without sounding like a sales pitch. Clients may mention factors like affordability, ease of use or positive customer reviews. The answer can persuade potential customers by validating why choosing you is a smart decision.
8. How Long Have You Been Using Our Product or Service?
Asking about the length of time a client has used your product or service adds credibility and context to the testimonial. A client’s long-term relationship with your business reinforces trust and satisfaction, while a newer client’s experience can show how quickly they saw results.
In their response, your client can reflect on their journey, whether it’s been months or years. This answer provides viewers with insight into your product’s effectiveness over time and helps potential customers gauge the durability and value of your offering.
| • How has our product or service helped you achieve your goals? • What specific feature or aspect of our product or service do you like the most? • Can you describe a situation where our product or service exceeded your expectations? • What measurable results have you seen since using our product or service? • How does our product or service compare to others you’ve tried in the past? • How does our product or service help you stay ahead of your competition? • Have you received any compliments or feedback from others about our product or service? • If you could choose one word to describe our product or service, what would it be and why? • How have your day-to-day operations changed since using our product or service? • Have you noticed any unexpected benefits from using our product or service? • What is one thing you would like to see improved in our product or service? • What would make you continue using our product or service long-term? |
9. How Has Our Product or Service Helped You Achieve Your Goals?
Goals are powerful motivators, and this question digs into the deeper value of your offering.
Clients can speak about how your product or service has been a stepping stone toward their professional or personal milestones. Examples of goals could be growing their business, increasing productivity or reaching a specific target.
Your clients’ answers help potential customers visualize how your product aligns with their own objectives. The responses should reflect positive strides towards meaningful outcomes, showcasing your solution as a valuable contributor to their success.
10. What Specific Feature or Aspect of Our Product or Service Do You Like the Most?
This question encourages clients to highlight one standout feature that has made a significant impression. Their response can spotlight unique features or benefits that differentiate your product from others, such as an intuitive interface, customizable options or exceptional support.
It gives potential customers insight into what they can expect to enjoy the most. By singling out something specific, the testimonial feels more detailed and authentic while also showcasing a feature that may not be immediately obvious to new customers.
11. Can You Describe a Situation Where Our Product or Service Exceeded Your Expectations?
Let clients share those “wow” moments: an instance when your product or service went above and beyond their expectations.
Maybe it’s a time when your service helped them solve a problem faster than they thought possible or when a feature they didn’t expect turned out to be incredibly useful.
Your clients or customers may talk about how your customer support team went the extra mile to help them troubleshoot an issue late at night, or how a particular feature of your product ended up saving them time or money.
12. What Measurable Results Have You Seen Since Using Our Product or Service?
Numbers don’t lie; this question invites clients to share quantifiable outcomes.
Whether it’s a percentage increase in sales, a boost in productivity or a reduction in costs, these concrete results lend credibility and proof that your solution works and you deliver on your promise. When clients mention measurable improvements, they provide prospective customers with a solid sense of the value they can likewise expect.
These tangible benefits demonstrate that your product or service delivers real, quantifiable value. It’s a powerful way to back up any claims you’ve made about the effectiveness of your product or service, similarly allowing potential buyers to see real-world impact.
13. How Does Our Product or Service Compare to Others You’ve Tried in the Past?
This is another chance to highlight how you stand out from the crowd. Ask clients to draw direct comparisons between your product or service and others they’ve used before. Their response sheds light on how you measure up against the competition in terms of quality, ease of use or overall satisfaction.
When you ask clients to emphasize the strengths of your offering, you reinforce the value and advantages that set you apart in the market. As a result, potential customers who see the testimony may feel confident about purchasing from your company.
14. How Does Our Product or Service Help You Stay Ahead of Your Competition?
In certain industries, a business’s competitive advantage often comes from the service providers or partners they align with.
For example, in the tech industry, a company may gain an edge by partnering with a cloud service provider that offers faster, more secure and scalable solutions, allowing them to innovate and outpace competitors.
When clients share how you’ve helped them remain competitive, it highlights the strategic advantage you bring to the table. This is a powerful message for potential customers looking for more than just a basic solution. They want something that helps them win.
15. Have You Received Any Compliments or Feedback From Others About Our Product or Service?
Encourage clients to share any positive feedback about your product or service that they’ve heard from peers, customers or colleagues.
This is a great way to show how your product or service is recognized not just by the user but also by those around them.
Clients might mention hearing things like, “This system looks so easy to use,” or “Your business has really leveled up since you switched over.” Their response helps showcase the impact of your offering through the lens of external validation, which adds extra credibility.
16. If You Could Choose One Word To Describe Our Product or Service, What Would It Be and Why?
This is a fun one! It encourages clients to think creatively and sum up their experience with one impactful word. Whether they choose “innovative,” “essential” or even “game-changing,” their answer adds a personal touch that sticks in the mind of anyone watching.
The follow-up “why” gives them a chance to explain why that word perfectly captures what your product or service means to them. It adds depth to what could have been a quick surface-level response.
17. How Have Your Day-to-Day Operations Changed Since Using Our Product or Service?
You want to identify practical, everyday changes the client has experienced since adopting your product or service. This gives them a chance to highlight specific ways it has made their work more efficient, streamlined tasks or reduced stress.
They might say, “It’s saved me hours each week,” or “Our workflow runs so much smoother now.” These tangible results provide real proof of your value and help potential customers visualize how your product could improve their daily operations. Such client testimonials create a relatable narrative that makes what you offer more convincing for prospects.
18. Have You Noticed Any Unexpected Benefits From Using Our Product or Service?
This question gets clients talking about those bonus benefits they didn’t expect when they first started using your product or service. Maybe it’s something as simple as saving more time than they thought, or maybe it’s helped improve another area of their work or life in a way they didn’t anticipate.
For example, just by using your offering, your clients might have discovered improved team communication or gained insights that helped them make better business decisions. These customer stories resonate with potential clients, proving that your offering is more than meets the eye.
19. What Is One Thing You Would Like To See Improved in Our Product or Service?
Give your clients the opportunity to provide constructive feedback. This not only shows that you’re open to growth and improvement but also demonstrates your commitment to listening and adapting to client needs.
Maybe they’ll mention a feature that could be more useful or a small tweak that could simplify a certain process. By asking this, you not only gain valuable insights but also help current and potential clients see that you’re always striving for better.
20. What Would Make You Continue Using Our Product or Service in the Long Term?
This question may get the same answer as above, but the focus specifically shifts to what may keep your clients happy over time. Their answer can range from the consistent results they’ve experienced, the exceptional support they’ve received or even the innovative updates that keep things running.
Clients might say, “As long as the results keep coming,” or “If you keep up the great customer service, I’m in.” Understanding these factors allows you to continuously meet client expectations and maintain strong, lasting relationships.
| • How would you describe the support you’ve received from our team? • Can you share an example of a time when our support team went above and beyond for you? • How responsive has our customer service been to your inquiries or concerns? • How easy was it to get started with our product or service? • Have you encountered any issues, and how were they resolved? • What’s been your experience with our onboarding process? |
21. How Would You Describe the Support You’ve Received From Our Team?
When clients answer this, they get to share how your support team has helped them along the way.
Whether it’s prompt replies, friendly assistance or walking them through tricky issues, this question showcases your team’s commitment to customer satisfaction.
People don’t just buy products; they buy into the experience, and excellent support makes all the difference for most. So, if your client has had a positive experience, their response can give potential customers confidence that they’ll be in good hands, too.
22. Can You Share an Example of a Time When Our Support Team Went Above and Beyond for You?
Perhaps your team resolved a problem late at night, offered additional support on a tricky feature, or checked in to make sure everything was working perfectly. Asking this type of question gives clients a chance to spotlight exceptional team performances.
It shows your dedication in a way that feels genuine since the praise is coming directly from them, not you. It subtly emphasizes the level of care and commitment your team brings, reinforcing the trust and reliability clients can expect.
23. How Responsive Has Our Customer Service Been to Your Inquiries or Concerns?
Responsiveness is key when clients need help, and this question allows them to talk about how quickly they got answers. Maybe your team replied within minutes or resolved an issue faster than expected. People appreciate knowing they won’t be left waiting for days with no update.
A positive answer here helps potential clients feel reassured that if they ever run into problems, they’ll be met with prompt, effective support that keeps things running smoothly.
24. How Easy Was It To Get Started With Our Product or Service?
This question highlights the onboarding experience from the client’s perspective. If your setup process is smooth and straightforward, they’ll mention how easy it was to dive right in, whether it took just a few clicks or your team helped guide them through it.
For potential customers, ease of use is a big factor, and hearing that it’s hassle-free makes your product or service more appealing. Clients can even share any shortcuts or tips they picked up during setup, making it feel like an insider’s recommendation.
25. Have You Encountered Any Issues, and How Were They Resolved?
Let’s be real – no product or service is perfect, but what matters is how you handle things when problems pop up. This question gives clients the chance to share how you quickly resolved any hiccups, turning a potentially negative situation into a positive one.
Maybe there was a bug, a shipping delay or a misunderstood feature, but the way your team addressed it can show potential customers that they’ll be well-supported, even when things don’t go perfectly.
26. What’s Been Your Experience With Our Onboarding Process?
Onboarding sets the tone for a client’s entire experience with your product or service.
By answering this, clients can reflect on how well your team helped them get started. A detailed walkthrough, step-by-step documentation or personal check-ins.
Their response can show potential customers how much effort you put into ensuring a smooth transition. Clients can highlight if your onboarding made things feel clear and manageable and, most importantly, set them up for success right from the start.
| • What would you say to someone considering our product or service? • Would you recommend our product or service to others, and if so, why? • How would you explain the value of our product or service to a friend or colleague? • What advice would you give to new customers of our product or service? • In how many ways has our product or service positively influenced your business or personal life? • How has your overall experience been with our company, product or service? • What was the biggest benefit you received from using our product or service? • How does our product or service align with your business or personal goals? • What were your expectations before using our product or service, and how were they met or exceeded? |
27. What Would You Say to Someone Considering Our Product or Service?
This is the client’s chance to speak directly to a potential customer. They might say something like, “Don’t hesitate — it’s worth it!” or “It was the best decision I made for my business.”
Beyond these statements, encourage them to provide more detailed customer feedback. They might explain how your product or service specifically addressed their challenges or improved their operations.
This question helps future clients hear genuine, friendly advice from someone who’s already benefited from your offering. It also encourages your current clients to share why they took the leap themselves, making the recommendation feel personal and relatable.
28. Would You Recommend Our Product or Service to Others, and If So, Why?
A recommendation is the highest form of praise, and this question explores why clients might endorse your product or service. Responses can shed light on what sets your product or service apart, just like other customer satisfaction questions mentioned in this list.
Additionally, you might find that clients have already recommended your offering to their colleagues or friends. If a client answers no, it provides an opportunity to understand their concerns and areas for improvement.
29. How Would You Explain the Value of Our Product or Service to a Friend or Colleague?
This question allows clients to simplify your product’s value in their own words. They might say, “It’s a game-changer for saving time” or “It delivers more than what you pay for.”
The goal here is to help potential customers understand what they’re getting from a practical perspective, whether that’s cost savings, better efficiency or simply peace of mind. The client’s response helps break down complex features into everyday benefits and make your product feel approachable and worth it.
30. What Advice Would You Give to New Customers of Our Product or Service?
This is a great way to get clients to offer useful tips or insights that might not be obvious to newcomers. Maybe they’ll say, “Make sure to use X feature — it’ll save you hours!” or “Take the time to customize it to fit your workflow.”
Their advice can help potential customers get excited about jumping in, knowing they’ll have some insider knowledge right from the start. It also adds a layer of community, showing that current customers are happy to share their experiences and help others succeed.
31. In How Many Ways Has Our Product or Service Positively Influenced Your Business or Personal Life?
Asking this question invites clients to reflect on the meaningful ways your product or service has impacted them. Whether it’s helping them hit business targets, giving them more free time, or reducing stress, their answer offers potential customers a glimpse into the long-term value you provide.
Clients might talk about how your product increased their sales while also making their workflow more efficient, giving them extra time to focus on what truly matters. Your client’s response adds depth, illustrating how your offering positively influences multiple areas of their business or life.
32. How Has Your Overall Experience Been With Our Company, Product or Service?
This question provides clients with the opportunity to give a comprehensive overview of their entire journey with your product or service. It invites them to discuss all aspects of their experience, from initial impressions to ongoing interactions.
A detailed response from your clients might include how smoothly the product integrated into their operations, the quality of customer support they received or any exceptional results they achieved. This answer offers potential customers a clear and holistic view of what they can expect.
33. What Was the Biggest Benefit You Got From Using Our Product or Service?
Allow your clients to highlight the most impactful advantage they gained from using your product or service.
For instance, they might mention a dramatic improvement in operational efficiency, substantial cost savings or a notable boost in productivity.
This way, clients provide potential customers with a clear understanding of what they could gain from using your product or service. It’s another chance to showcase how your product or service delivers significant value and sets itself apart from the competition.
34. How Does Our Product or Service Align With Your Business or Personal Goals?
Invite your clients to share how your product or service fits into their bigger goals.
This question gives them a chance to explain how your offering has helped them move closer to their strategic or personal ambitions.
For example, they might describe how your product has fueled their business growth, streamlined their processes or supported their personal projects.
Their response will provide you with a clear picture of how your product or service integrates with and enhances their plans. Likewise, such insight can guide you in promoting or marketing your offerings to potential customers.
35. What Were Your Expectations Before Using Our Product or Service, and How Were They Met or Exceeded?
Let your clients share their initial hopes versus their real-life experiences with your offering.
Did they expect something basic and get a lot more? Maybe they anticipated good results but were blown away by exceptional customer support.
This question reveals whether your product or service met, exceeded or even redefined their expectations. It’s a chance to show that you don’t just deliver what you promise but often go above and beyond.
36. Would You Be Willing To Share Your Testimonial on Our Website or Social Media?
Even though we listed this as an additional question, this is something you want to ask upfront, especially if your goal is to feature their testimonial publicly. Getting their consent early helps avoid any issues later and ensures you’re on the same page.
It’s all about respecting their privacy and making them comfortable. However, if the testimonial is just for internal feedback or improvement, you can skip this one. But again, when sharing customer stories is part of the plan, this question is needed to ensure a smooth, stress-free process for all parties.
📗 Related read: How To Get Customer Testimonials [+ Request Templates]
Customer Stories and Client Video Testimonial Examples for Inspiration
Since you can never go wrong from learning from the best, these examples come from well-known brands:
Example 1: Slack
Slack featuring Sandwich
Example 2: Zendesk
Zendesk featuring Bitly
Example 3: Canva
Canva featuring Reddit
Although all the examples come from Software as a service (SaaS) companies, let these customer stories inspire you to create your own client video testimonial.
📗 Related read: Why You Need To Include Video Testimonials on Your Landing Pages
Let’s Help You Ask the Right Customer Satisfaction Questions
The list of questions we’ve provided hits a lot of key points, but there’s always room to get creative. You can take one question and build an engaging story or video testimonial around it. Or, why not create a series by asking different clients the same question or set of questions?
If you have a unique idea for a video testimonial but aren’t sure how to bring it to life, Thrive Internet Marketing Agency is here to help make it happen.
Thrive is a team of digital marketing and reputation management experts that help brands become highly visible online, especially on search engines. But more than visibility, our team understands the importance of a good image.
So, with strategies like gathering client testimonials and strategically promoting them, we ensure what your target audience sees highlights your strengths and convinces them to engage with your brand.
“Our software allows users to record a 2-minute or less video on a smartphone. It is easy, quick and streamlined even for mobile users,” Clarke said.
On top of video testimonial services, we also offer:
• Online reputation management
• Social media reputation management
• Franchise reputation management
• Reputation management software
• Lead generation services
Check out Thrive’s own collection of client testimonials, or send us a message with your ideas or questions.
Client Video Testimonials Frequently Asked Questions (FAQ)
HOW LONG SHOULD A VIDEO TESTIMONIAL BE?
A well-crafted testimonial typically lasts between 60 and 90 seconds to keep it concise and impactful while maintaining viewer interest. However, the length can vary depending on the format. Some creative testimonials focus on a single question with a short, punchy, one-liner answer, which can be just as effective. Ultimately, it all depends on the content and the message you want to convey. The key is ensuring the testimonial feels authentic and delivers value, regardless of length.
CAN I OFFER INCENTIVES TO MY CLIENTS FOR PROVIDING VIDEO TESTIMONIALS?
Yes, you can offer incentives, but it’s essential that they don’t influence the content of the testimonial. The incentive should be a gesture of appreciation for their time and effort, not for giving positive feedback. To maintain integrity, consider offering the incentive after you’ve collected their feedback. Clients will appreciate the unexpected reward for simply sharing their honest experiences.
WHAT SHOULD I DO IF I RECEIVE A NEGATIVE VIDEO TESTIMONIAL?
Use it as an opportunity for internal reflection and improvement. While it can be tough to hear, a negative testimonial can provide valuable insights. Review the feedback with your team, identify any recurring issues, and make changes where necessary. However, avoid using negative testimonials publicly unless the issue has been resolved and you’ve addressed the client’s concerns.
HOW CAN MY CLIENTS RECORD A VIDEO?
Have your clients film themselves using a smartphone, or you can arrange a more professional setup. Alternatively, you can conduct a Zoom call and record the conversation, which allows for a more guided approach. Whichever method you choose, provide your clients with a list of questions to ensure they cover the most relevant points about their experience.
