Question types and common use cases for each question type
In this article, we present different question types and the typical use cases to help you to utilize the question types better and to get valuable feedback from your customers and/or employees. In total, there are seven different question types that can be used in different use cases.
Satisfaction: A satisfaction question type is commonly used to ask whether your customer was satisfied with your product or a service. You can also ask whether the customer was happy with the experience he/she had in your physical store and/or online shop, for example. The satisfaction type of question (some refer to it as a smiley question) is relevant if you also want to understand how well you have responded to customers’ expectations. By utilizing satisfaction question, you can discover what is your Customer Effort Score (CES) and Customer Satisfaction Score (CSAT). Read more about by clicking Customer Effort Score and/or Customer Satisfaction Score if you want to understand the common use cases of the main Customer Experience KPIs.
2. NPS: Net Promoter Score is a standard question that asks the customers the question: “How likely would you be to recommend us to a friend or colleague?”. NPS is beneficial when an organization wants to predict its business growth. As the NPS score is a general type of question, it can be compared to NPS industry benchmark and to competitors' NPS scores within the same industry. You can read more about NPS, how it works and how to use it by clicking here.
3. Select: Select question type can be used when you wish respondents to select one or multiple options from the determined answers. Select type of question could be, for example; “Why did you choose us today”. It is also commonly used as follow-up question for satisfaction questions so customers could be asked “What weren't you satisfied with today?”. In that case, it is recommended to add “something else” to the list of options so a customer can specify what he/she was happy or unhappy with at that moment if the preferred option is not in the already defined list.
In general, the select question type is used when you wish to segment your answers, for instance, asking the customer how they heard about your business with different possible options, after which you can use root cause analysis on further understanding the differences in the experiences.
4. Comment field: A comment field gives a respondent an opportunity to write down all the things that come to the customers’ mind about a service or product. It is an effective part of a survey as then a customer or an employee is less likely to publish their ideas and opinions about the company or a product on social media. This is essential especially is the feedback is negative. However, comment fields work well too if you want to gather the ideas your customers and/or employees have in their minds.
The text in a comment field could for instance be; “How could have we made your experience today with us even better?”. Also, you could encourage the customers to type anything that comes to their mind at that specific moment.
The open feedback question type is essential when using the Feedbackly Text Analysis tool, so when you wish to get a deeper understanding on what themes and sentiments your customers are bringing up, use this question type.
5. Slider: The slider question type can be utilized to rate the atmosphere at your workplace or at the restaurant, for instance. In the slider type of question, the respondent is required to be more active in a way. Thus, this type of question could be suitable, for example, for kids to respond as the question seems to be more interesting to answer.
The slider question type works on a scale from 0 to 10, and counts towards your average satisfaction in your summary analytics.
6. Image select: Images are suitable to different kinds of events and expositions. A good example of a survey question is “Please select the image that describes the event the most”, which would below show a few pictures; more fun or serious depending on the brand and the message you want to offer for the customers or to your employees.
7. Form: A form is a good way to collect customer details at the end of a survey. You could refer to a draw where you give the respondents a possibility to enter a draw managed and organized by your company in the beginning of the survey. In that way, customers who want to participate the draw, will answer all of the survey questions and fill their contact details at the end too. A form is definitely an effective way to collect new leads for the company! In addition, if you are having a company event, a form can be used to collect the needed participation information, such as the name of the employees, phone numbers, emails, food allergies etc!
Overall, the question types can be used in various different ways, so keep in mind that these are just examples of how the different questions can be utilized. And if you have an idea of a different type of question, we would like to hear!