Customer Experience Survey Template

Rating Scale Questions

Rating scale questions empower respondents to provide feedback by assigning numerical values to express their opinions or levels of satisfaction. These scales offer versatility in terms of configuration, including Likert scales (e.g., 1 to 5), numeric scales, or customized scales tailored to the survey’s specific requirements. The granularity of the scale can be adjusted to capture either broad or fine distinctions in responses. For instance, low granularity scales offer a limited set of options with broader rating distinctions, while high granularity scales provide a broader range of values, delivering a more detailed and precise measure of respondents’ opinions.

Group Rating

Group rating involves aggregating individual responses to establish a collective rating or consensus on a particular item or statement. This collaborative approach allows group members to contribute their individual ratings, and the tool calculates an average or consensus score. Group rating is particularly valuable in scenarios that require collective input, such as team decisions or evaluations that benefit from the insights of multiple participants.

Rank-Based Questions

Rank-based questions prompt respondents to prioritize or rank a set of items or options based on their preferences or perceived importance. These questions provide valuable insights into preference mapping, revealing the relative importance or popularity of items within a list. They are instrumental in gaining decision insights, especially when it comes to understanding the order of preference for items such as product features or service attributes.

Opinion Scale

Opinion scales offer respondents predefined options, ranging from positive to negative, to express their opinions or sentiments. These scales are highly flexible, allowing options to be customized to match the specific sentiment or opinion being measured. They are particularly effective for gathering nuanced and subjective feedback on various aspects of a product, service, or overall experience.

CSAT (Customer Satisfaction) Module

The CSAT module is designed to measure customer satisfaction by requesting respondents to rate their level of satisfaction with a product, service, or experience. Typically measured on a scale of 1 to 5 or 1 to 7, it captures different degrees of satisfaction. CSAT surveys are often concise and provide quick insights into overall customer satisfaction levels. SurveySparrow’s CSAT module, located within the Customer Experience Survey tab, offers a user-friendly interface with a range of question types and choices, along with robust tools for analysis and reporting.

CES (Customer Effort Score) Module

CES measures the perceived effort required by customers to complete a specific task or interaction. Respondents rate the ease or difficulty of their experience, providing insights into the user experience and pinpointing areas where processes or interactions may require streamlining to reduce customer effort. The CES Module is easily accessible under the Customer Experience Survey tab and offers customizable templates, question types, scales, and branding options. Users can collect and analyze scores efficiently through customized dashboards and reports, often integrating data with visualization tools like Google Analytics or Power BI to gain valuable customer insights.

NPS (Net Promoter Score) Module

NPS measures the likelihood of customers recommending a product or service to others. Respondents are categorized into promoters, passives, or detractors based on their likelihood to recommend. NPS serves as an indicator of customer loyalty and plays a strategic role in decision-making. This module, like the previous two, is accessible under the Customer Experience Survey tab, providing an effective means to gauge customer sentiment and drive strategic actions based on feedback.