The basic truth is, customers are so conditioned that when we are asked questions like, ‘are you satisfied?’, they just say “Yes”. Think about your own experiences. How often have you said things were fine simply because you couldn’t be bothered commenting? Unfortunately, lurking under all those “Yes’s” may be a list of issues you never hear about and resultant, never have the chance to correct.
So, rather than asking “Were you satisfied with the service you received?” try “How could we have improved your service experience today?” Then really listen. You will be amazed not only by what you find out, but your genuine interest will delight your customer.