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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

Avoiding Dichotomous (Yes / No) Type of Questions in Your Feedback Surveys

How do you interact with customers through surveys? While surveys by themselves seem a good idea to know what a customer wants, it’s not everything. Customers can like the idea that you’re reaching out to them, but nobody wants to be riddled with unnecessary questions that take up their time. But then, they don’t want ‘Yes’ or ‘No’ questions that doesn’t take into account their views as well. Creating a survey questionnaire can be tricky. Remember, it is this set of questions that will help you determine the positives as well as negatives of your business, helping you work towards achieving a common objective. While some of these questions may be open-ended, you'd have to include questions where respondents are required to choose from a set of options. However, it has been observed that many business establishments make the mistake of incorporating dichotomous questions (the ones having Yes/No answers). Although they may seem easy to analyze, they defeat the purpose of conducting a survey in the first place. The problem with Agree / Disagree Questions or Yes / No Questions These types of questions are very easy to comprehend, but they suffer from critical problems at both users’ and the analytics’ end. These kinds of questions tend to force the consumer or respondent to make a choice between two options, regardless of whether or not they truly agree. It is very likely that the customer would choose the option that doesn’t describe his actual feelings about your product or service. You eventually end up with…read more