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Survey questions play a crucial role in the customer feedback process. The right choice of survey question helps you to track customers’ satisfaction levels and drive actionable customer-powered data. It is advisable that always embed Supported Question Types as the first question on the first page of the survey.
Supported Question Types
It is the range of survey question types available in an online survey tool. It offers you the right mix of question types to create a survey that not allows your customers to give feedback but also engages them in your brand.
Types of Supported Question Types
There are broadly 3 types of Supported Question Type:
- Multiple Choice Questions - Multiple Choice Question (MCQ) is a question type in which a respondent has provided with the different options to answer the survey. Either he selects one (single select multiple choice question) or many (multiselect multiple choice question) responses from a given list of options. If you are using single select questions then using radio buttons is an ideal option and if you are using multi-select questions then you should go with check-boxes. For example, if any bank institution is launching a new credit card and wants to understand the customers’ usage, they can use MCQ question in the following format:
- Star Rating Questions - In this Question Type, respondents are provided with the star rating to rate their experience or feedback. Higher the number of stars, higher is the agreement with the statement. The rating form of the question is not restricted to the stars only, user can use the Smiley, or Heart icons on the question they want to embed. For example, if a restaurant would like to collect feedback about their food, services, and ambiance, they can use a star rating question in the following format:
- Net Promoter® Score (NPS) Questions - Net Promoter Score (NPS) measures customer perception and customer loyalty towards a business based on one simple question: “How likely is it that you would recommend [Organization/Product/Service] to a friend or colleague?” NPS questions help you to determine the loyalty of the customers. It ranges from -100 to 100 and measures the willingness of customers to recommend a company, it's products or services to others. The Net Promoter Score Survey is ideally a two-part questionnaire. The first part is the Net Promoter Score Question and the second part is the reasoning behind the score.