Here you will find more information about the questions you can insert in your own feedback form.
A Starred grid consists of four parts:The title of the grid, introduction to the subject or start of a statement, definition of the rating aspect and the mouse-over with additional information on the rating aspect. All four elements can be changed by clicking on them. Do you want to use less than five questions per block? No problem! Just erase the words 'example' or leave the definition and mouse-over blank. Although the stars are still visible in the feedback form format, they won't appear in the final feedback form as receive by the respondents (check Preview in the dropdown menu on the right of the feedback form to see a preview of your creation). Decided to add an extra question to a grid (with a max of 5)? Just click on the Edit icon to the right of the question.
Open ended questions give the respondent the opportunity to give a comprehensive answer. You can choose to add one or two open ended questions in one block. Prefer one instead of two? Just leave the second question blank and the respondent sees one big text block.
Like the Starred 'stars' grid, you can make a grid with questions that can only be answered with yes or no. If a respondent wants to provide you with additional feedback, he or she can click on the pen icon behind the question.
You can also ask the respondent for a scale rating! This scale is from 1 to 10 and your respondent is able to rate you on certain aspects. It's up to you what kind of questions you'll ask your respondents.
This type of question measures the Net Promoter Score. It is possible to amend the text in the question. Be careful with changing the text, this change then applies to all your created feedback forms. With NPS it's not possible to disconnect the question. Want to know more about NPS and how this score is calculated? click here.
The CES question measures the Customer Effort Score, it focuses on the question: ‘How much effort did you personally have to put forth to handle your request?’. The Customer Effort Score is a good indicator for repeated purchases. By selecting one of the Starred emoticons (see image), the customer can easily specify how much effort it took.
The CES 2 is the upgraded version of the initial Customer Effort Score. This question type also measures the effort a customer personally has to put forth. The question is however positively formulated and is based on a 7-point scale.