Survey design

Build CSAT, NPS and CES instruments with a clear scoring basis.

My Survey DraftsSurveyTemplates
YouDraft
  • ST-25170 Template 462 670
  • ST-92034 Template 305 880
  • ST-36871 Template 605 600
  • ST-42512 Template 570 450
  • ST-13706 Template 325 480
ST-25170
TemplateCode
TC-946
Name
Template 462
Version
670
PublishedAt
Status
Draft
Records in this module

Ask the question that fits the moment

A support interaction, a renewal conversation and a customer relationship answer different questions. Start with the instrument that fits the decision: CSAT for satisfaction with an interaction, NPS for the relationship, or CES for the effort involved in completing a task. Product-feedback and custom surveys can collect more detailed input without forcing every answer into a satisfaction score.

Survey Author chooses the scale, prompt, question order and required answers. A template can include numeric answers, single choices, multiple choices, yes/no questions and free text. Branching keeps the survey relevant: a follow-up question can appear only when the earlier answer warrants it. Required answers apply to visible questions, so customers are not blocked by a question they were never shown.

Keep the instrument behind the score

Each invitation points to one published version of the template. Its questions, choices, branching and scoring rules stay fixed while customers respond. If the team improves the wording next month, it creates a new version; existing invitations keep the version they were actually sent. That separation makes it possible to explain a trend without guessing which wording a customer saw.

The primary metric question identifies the answer used in the score. Other numeric questions can support analysis without counting the same respondent several times. Standard NPS retains its 0–10 scale and fixed detractor, passive and promoter categories. A custom scale may be useful, but it needs its own metric name. CES also records which direction means less effort, and CSAT retains its favourable-score threshold.

Test a change before wider use

A survey author can prepare a small pilot or a wording experiment, then submit the campaign for review. The reviewer can assess the actual audience, privacy mode, schedule and delivery policy along with the instrument. A campaign approved for one version cannot quietly start sending a different question set after an edit.

Before publishing, preview each branch with valid and invalid answers. Check the minimum and maximum values, choice ownership and the question customers reach when they skip an optional answer. A duplicated choice or an answer from another template must be rejected rather than slipping into the scorecard. Retirement removes an instrument from future selection while preserving the evidence behind earlier responses. Your team can keep improving the survey without rewriting its history.

Roles and permissions

Survey Author

Designs draft instruments and wording experiments for CX Manager review.

Permissions and records
  • Manage draft SurveyTemplates, SurveyQuestions, SurveyChoices and SurveyABTests
  • Submit campaign proposals and pilot requests for CX Manager approval
  • View aggregate experiment results and invitation counts
  • No launch approval, individual responses, raw recipient lists or Followups
  • SurveyTemplates
  • SurveyQuestions
  • SurveyChoices

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