Introducing simpler experience questions
You can now simplify NPS, CES and CSAT questions to three-point scales. Read on to understand why we released this feature and how you can use it.
Why we introduced this feature
NPS has often been lauded as the ‘The One Number You Need to Grow’. Based on a single question — On a scale of 0 to 10, how likely are you to recommend our company? — it’s a simple way to get a quick read on the customer and employee experience.
However, we’ve often seen that the NPS question can be challenging to understand for respondents (and sometimes for internal teams too). As a result, you tend to get higher error rates when comparing the scores against qualitative sentiment.
The other challenge is how the question and labels are not generally worded in an action-oriented manner. For example, rather than asking how likely it is that they’ve recommended you; it would be better to directly ask “Have you recommended us to anyone in the last three months?” or “Have you discouraged anyone from choosing our brand?”.
Our latest update allows you to choose a simpler action-oriented 3 point scale across NPS, CES and CSAT. The underlying analytics work with the new scales.
Simplifying scales in your surveys
- Whether you’re setting up NPS, CES or CSAT, use the ‘Set the number of points’ dropdown to change the scale to the simpler format.
- Use ‘Setup Labels’ to re-word the different points on the scale. This works for both web forms and interactive SMS surveys. You may want to consider rewording your survey questions too.
- Create logic triggers to jump to the next question or to create specific endings. If you’re modifying an existing survey, you’ll need to update any triggers previously created to reflect the new scale.
- Preview and test your forms before rolling them out to your respondents.
