1 million+ insights captured.10 million+ successful survey Nudges™
Purpose: Simplify customer experiences by measuring ease of interaction.
Pro Tip: Low CES scores often predict churn. Use this data to simplify processes.
We are building a 100-year company with a mission to DELIGHT customers. People think we’re crazy to offer phone, chat, and email support. We still do it. When it comes to awesome support & building delightful software, we go the distance - try it, and you will love it.
UX Researcher at Vattenfall InCharge
Customer Journey Team Manager at Belron
Research Operations Manager at Twilio
Conversion Rate Optimization Specialist at GraphicSprings
Survey methods vary based on how data is collected. Common types include online surveys, phone interviews, mail surveys, in-person interviews, and focus groups, each with its own advantages and disadvantages.
There are various survey question types, each serving a unique purpose. Open-ended questions let participants share detailed responses in their own words, giving you deeper insights. Closed-ended questions, on the other hand, provide pre-defined choices, making responses easier to analyze. Rating scale questions measure opinions or attitudes numerically, while multiple-choice questions offer options, allowing respondents to select one or more answers.
The frequency depends on your business needs, but regular surveys provide ongoing insights into customer sentiment. A fast-moving industry like tech may need more frequent surveys to keep up with rapidly changing customer preferences, while a more stable industry like manufacturing might survey less often.
A well-designed survey typically includes several key components:
Ideally, a survey should be concise and take no more than 5-10 minutes to complete. Longer surveys can lead to respondent fatigue and lower completion rates. The length will depend on the complexity of the topic and the type of information you need to gather. Prioritize the most critical questions and avoid unnecessary ones to keep respondents engaged.
Aim for 10-15 questions to balance gathering sufficient data and keeping the survey manageable. Too few questions may not provide enough information, while too many can overwhelm respondents. Consider grouping related questions and using skip logic to tailor the survey experience based on previous answers.
Leading questions: These questions steer respondents towards a particular answer, biasing the results.
Jargon or technical terms: Use clear and simple language everyone can understand.
Double-barreled questions: These questions ask about two different things simultaneously, making it difficult for respondents to answer accurately.
Lack of clear instructions: Provide clear instructions for each question and section to avoid confusion.
