Survey Tips
How to Structure a Survey: Components and Order
Four components, one fixed order. We show you what a well-structured survey looks like, which job each part does and which content goes where, with an employee survey as the example.
Survey Tips
Survey Tips
Survey Welcome Message: Examples and Template
The text before the first question decides how many people actually start your survey. We show you what belongs in it and give you four simple examples to adapt.
Survey Tips
End of Survey Message: Thank-You Note and Closing Text
Everyone who makes it to the end of your survey sees the last page. We show you what belongs on the closing page and give you four closing messages to adapt.
Survey Tips
Customer Effort Score (CES): Definition & Calculation
What the CES measures, how to work it out from a 1 to 7 scale and why an average of 5.6 can hide a lot of hassle: the metric for how hard your customers have to work.
Survey Tips
NPS, CSAT and CES Compared: Differences & Similarities
Three questions, three metrics for customer surveys: what NPS, CSAT and CES have in common, how their questions and answer options differ and when each one is the better choice.
Survey Tips
Customer Satisfaction Score (CSAT): Definition & Calculation
How the CSAT works, how to calculate it with a simple formula and why 78 per cent can mean two very different things: the metric for satisfaction at a single touchpoint.
Survey Tips
Employee Net Promoter Score (eNPS): Definition & Calculation
How the eNPS works, how to calculate it in three steps and why +5 can describe a calm workforce or a deeply divided one: the employer recommendation metric, minus the benchmark myths.
Survey Tips
What Are Surveys Used For? Real Examples and Use Cases
Real examples of what surveys are used for in the UK: from the staff survey and the parent questionnaire to picking a date for the Christmas do, each with a ready-made template.
Survey Tips
How to Evaluate a Questionnaire: 5 Steps to Results
Counting, categorising, charting: your raw data becomes an analysis you can put in a dissertation. We show you how it works in Excel, from closed questions through to free text.
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