Choosing question types

Here you will find more information about the different question types you can add to your survey.

Net Promoter Score

This type of question measures the Net Promoter Score.

As much as it is possible to amend the text in the question, the NPS question is meant to be answered with a score that goes from 1 to 10, from very unlikely to unlikely. With NPS it's also not possible to disconnect the follow-up question.

Want to know more about NPS and how this score is calculated? Then click here.

Star rating

A star rating grid consists of four parts:

• the title of the grid
• the introduction to the subject or start of a statement
• the definition of the rating aspect
• the hover box with additional information on the rating aspect.

They have the option to give a star rating (from 0 stars, to half a star all the way to five full stars) but they can also choose to click on n/a in case the question did not apply to them.

Star ratings questions count toward the average ratings that Starred displays in your dashboards. The 5-star system is converted into a 0 to 10 scale and averaged together with the ratings received in your Grades questions (see next paragraph).

Please note: responses to multiple choice questions and Yes/No questions do not count towards your average rating.

Grades

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. Of course they can also choose to click on n/a in case a particular aspect does not apply to their situation.

Together with Star rating questions, grades questions count toward the average ratings that Starred displays in your dashboards.

Customer Effort Score

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, the customer can easily specify how much effort it took.

Customer Effort Score (CES) 2.0

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.

Please note:

The difference between CES and CES 2.0 are basically the following:

• The CES 2.0 is the upgraded version of the CES. In the CES 2.0, you can see that there are 2 extra answers added, which makes the responses clearer and easier to analyse.
• Also, the CES 2.0 is based on a hypothesis instead of a question. The hypothesis in the CES 2.0 is as follows: “[The company] made it easy for me to handle my request.” The recipient can choose a number between 1 - 7 where 1 = Strongly Disagree and 7 = Strongly Agree. The triggered question still depends on the answer given in the previous question.

Yes/No questions

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, they can click on the pen icon behind the question. They can also choose to click on n/a and not give an answer to one of the questions if it doesn't apply to their situation.

Multiple Choice

A multiple-choice question is a type of question that offers the possibility to choose an answer from a list. Like the other types of question blocks, with the multiple choice block you can add up to 5 answer fields.

• the title of the grid
• the question (to be added in the block description)
• the multiple answers respondents can choose from
• the mouse-over with additional information on the rating of each answer.

You can choose the number of answer choices you want to list (a minimum of 1 and maximum of 5 answer choices.) The default is 1. If you want to add an answer choice, you can do so by clicking on ‘Add question'. You also have the possibility to allow respondents to provide more than 1 answer. You can do so by clicking on the dropdown menu in the lower right corner of your multiple-choice question block.

Open-ended 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. The open-ended question has a maximum of 200-250 characters.