{"id":9597,"date":"2017-01-19T10:01:00","date_gmt":"2017-01-19T09:01:00","guid":{"rendered":"https:\/\/proweb.p.blends.be\/?p=9597"},"modified":"2025-03-12T10:18:26","modified_gmt":"2025-03-12T09:18:26","slug":"5-questions-you-need-to-ask-when-measuring-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/pointerpro.com\/blog\/5-questions-for-measuring-customer-satisfaction\/","title":{"rendered":"5 questions you need to ask when measuring customer satisfaction"},"content":{"rendered":"\n<style>\n    #section-Z2d2hMx {\n        padding-top: 2.8rem;\n        padding-bottom: 6rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-Z2d2hMx {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #421f3c;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-Z2d2hMx-container  #421f3c custom-padding \" id=\"section-Z2d2hMx\"\n    style=\"opacity: 100%; background-color: #421f3c;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-NVrQU .heading h1 {\n        color: #ffffff;\n        font-size: 3.125rem;\n        line-height: 4rem !important;\n    }\n\n    #heading-NVrQU {\n        margin-top: 0rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-NVrQU {\n            margin-left: 0;\n            margin-right: 0;\n        }\n\n        .single #heading-NVrQU .heading h1 {\n            line-height: 3rem !important;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-1-container lazyblock-heading-1-NVrQU  px-0\" id=\"heading-NVrQU\">\n    <div class=\"row heading lazyblock-heading-1 justify-content-start  lazyblock-heading-1-NVrQU\">\n        <div class=\"col-12 col-lg-12 text-start \">\n            <a class=\"heading-1-anchor heading-anchor\" id=\"5-questions-you-need-to-ask-when-measuring-customer-satisfaction\"><\/a>\n            <h1>5 questions you need to ask when measuring customer satisfaction<\/h1>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    #heading-ZjhnMQ .heading h2 {\n        color: #f5f5f5;\n        font-size: 1.25rem;\n        line-height: 1.5rem !important;\n    }\n\n    #heading-ZjhnMQ {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-ZjhnMQ {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-ZjhnMQ date-and-author-container px-0\" id=\"heading-ZjhnMQ\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start date-and-author lazyblock-heading-2-ZjhnMQ\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"written-january-19-2017-by-stefan-debois\"><\/a>\n            <h2>Written January 19, 2017, by Stefan Debois<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-hgwuz {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-hgwuz {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-hgwuz-container  #ffffff custom-padding \" id=\"section-hgwuz\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-uJ8ko p,\n    .lazyblock-content-uJ8ko p a,\n    .lazyblock-content-uJ8ko h1,\n    .lazyblock-content-uJ8ko h2,\n    .lazyblock-content-uJ8ko h3,\n    .lazyblock-content-uJ8ko h4,\n    .lazyblock-content-uJ8ko h5 {\n        color: ;\n    }\n\n    #content-uJ8ko {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-uJ8ko {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-uJ8ko {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-uJ8ko-container  px-0 \"\n     id=\"content-uJ8ko\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-uJ8ko\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>Did you know that, for every customer who bothers to make a complaint, about 26 others remain silent and take their business elsewhere?<\/p>\n<p>It means you should think twice when you feel like you\u2019re\u00a0<a href=\"https:\/\/www.intercom.com\/blog\/how-customer-support-can-keep-up-with-customer-expectations\/\" target=\"_blank\" rel=\"noopener noreferrer\">doing awesome with your customer service<\/a>. In a data age, it\u2019s data you need to base yourself on. The fastest and most trustworthy way\u00a0is by measuring\u00a0<a href=\"https:\/\/www.alliancevirtualoffices.com\/virtual-office-blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a>\u00a0through short surveys.<\/p>\n<p>In this post we\u2019ll discuss the 5 main questions you should ask during one of those surveys, to get crystal clear insights. This is great for a first start, to create your benchmarks.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    #heading-Z1vsruw .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-Z1vsruw {\n        margin-top: 1rem;\n        margin-bottom: 1rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-Z1vsruw {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-Z1vsruw  px-0\" id=\"heading-Z1vsruw\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-Z1vsruw\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"5-types-of-questions-you-should-ask\"><\/a>\n            <h2>5 types of questions you should ask:\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    #heading-Z1yv3YB .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-Z1yv3YB {\n        margin-top: 1rem;\n        margin-bottom: 1rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-Z1yv3YB {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-Z1yv3YB  px-0\" id=\"heading-Z1yv3YB\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-Z1yv3YB\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"1-how-would-you-rate-your-overall-happiness-with-us\"><\/a>\n            <h2>1. How would you rate your overall happiness with us?\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-11szyA p,\n    .lazyblock-content-11szyA p a,\n    .lazyblock-content-11szyA h1,\n    .lazyblock-content-11szyA h2,\n    .lazyblock-content-11szyA h3,\n    .lazyblock-content-11szyA h4,\n    .lazyblock-content-11szyA h5 {\n        color: ;\n    }\n\n    #content-11szyA {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-11szyA {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-11szyA {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-11szyA-container  px-0 \"\n     id=\"content-11szyA\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-11szyA\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>This question is best to start with: It\u2019s easy and it gives you a great first insight. Work with a\u00a0<a href=\"https:\/\/help.pointerpro.com\/en\/support\/solutions\/articles\/35000047035-rating-questions-star-emoji-or-smiley-ratings\" target=\"_blank\" rel=\"noopener noreferrer\">5-point rating scale<\/a>\u00a0for example. But you could even split it up into a yes\/no question and then work with skip logic to add more elaborate insightful questions.<br \/>It\u2019s a great question to compare your company to\u00a0<a href=\"https:\/\/www.netpromoter.com\/nps-benchmarks\/\">industry benchmarks<\/a>. The only downside is that you\u2019ll have no direct actionable insights to work with.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-AX5Fd {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-AX5Fd {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #f5f5f5;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-AX5Fd-container  #f5f5f5 custom-padding \" id=\"section-AX5Fd\"\n    style=\"opacity: 100%; background-color: #f5f5f5;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-1udhQP .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-1udhQP {\n        margin-top: 1rem;\n        margin-bottom: 1rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-1udhQP {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-1udhQP  px-0\" id=\"heading-1udhQP\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-1udhQP\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"2-how-would-you-rate-the-following-aspects-of-your-company-name\"><\/a>\n            <h2>2. How would you rate the following aspects of (your company name)?\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-Z2ihY2Q p,\n    .lazyblock-content-Z2ihY2Q p a,\n    .lazyblock-content-Z2ihY2Q h1,\n    .lazyblock-content-Z2ihY2Q h2,\n    .lazyblock-content-Z2ihY2Q h3,\n    .lazyblock-content-Z2ihY2Q h4,\n    .lazyblock-content-Z2ihY2Q h5 {\n        color: ;\n    }\n\n    #content-Z2ihY2Q {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-Z2ihY2Q {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-Z2ihY2Q {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-Z2ihY2Q-container  px-0 \"\n     id=\"content-Z2ihY2Q\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-Z2ihY2Q\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>(Excellent, Good, Average, Poor)<\/p>\n<p>This type of question is what we call \u201cAttributions of quality\u201d, it\u2019ll allow you to measure satisfaction with specific aspects of your product, service or overall business based on a\u00a0<a href=\"https:\/\/help.pointerpro.com\/en\/support\/solutions\/articles\/35000042421-rating-scale-questions\">rating scale<\/a>. A few general examples of factors that you could ask: Sales service, Customer support, Quality of product or service, Value for price, \u2026<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-Z1AL6zA {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-Z1AL6zA {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-Z1AL6zA-container  #ffffff custom-padding \" id=\"section-Z1AL6zA\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-1msGhp .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-1msGhp {\n        margin-top: 1rem;\n        margin-bottom: 1rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-1msGhp {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-1msGhp  px-0\" id=\"heading-1msGhp\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-1msGhp\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"3-how-likely-are-you-to-recommend-your-company-or-product-to-a-friend-colleague-or-relative\"><\/a>\n            <h2>3. How likely are you to recommend (your company or product) to a friend, colleague or relative?\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-1lo2Ve p,\n    .lazyblock-content-1lo2Ve p a,\n    .lazyblock-content-1lo2Ve h1,\n    .lazyblock-content-1lo2Ve h2,\n    .lazyblock-content-1lo2Ve h3,\n    .lazyblock-content-1lo2Ve h4,\n    .lazyblock-content-1lo2Ve h5 {\n        color: ;\n    }\n\n    #content-1lo2Ve {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-1lo2Ve {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-1lo2Ve {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-1lo2Ve-container  px-0 \"\n     id=\"content-1lo2Ve\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-1lo2Ve\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>(Usually with a rating of 0 to 10)<br \/>This well-known question is used for measuring your\u00a0<a href=\"https:\/\/help.pointerpro.com\/en\/support\/solutions\/articles\/35000041590-net-promotor-score-nps-\" target=\"_blank\" rel=\"noopener noreferrer\">Net Promoter Score (NPS)<\/a>\u00a0and is the perfect satisfaction metric to track over longer periods of time. It correlates with customer actions and revenue and will help you identify your most loyal customers.<\/p>\n<p><strong>A quick reminder of how it works:<\/strong>\u00a0Respondents who answer with 9 or 10 are your \u201cpromoters\u201d and are happy to refer you to their peers. 7 to 8 are \u201cpassive happy customers\u201d. People who answer with 6 or lower are your \u201cdetractors\u201d, and indicate\u00a0<a href=\"https:\/\/www.profitwell.com\/customer-churn\/guide\" target=\"_blank\" rel=\"noopener noreferrer\">customers that leave you<\/a>.<br \/>The actual NPS score is calculated by subtracting the percentage of detractors from the promoters.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-Z1r9HNG {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-Z1r9HNG {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #f5f5f5;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-Z1r9HNG-container  #f5f5f5 custom-padding \" id=\"section-Z1r9HNG\"\n    style=\"opacity: 100%; background-color: #f5f5f5;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-ZUphcT .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-ZUphcT {\n        margin-top: 1rem;\n        margin-bottom: 0rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-ZUphcT {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-ZUphcT  px-0\" id=\"heading-ZUphcT\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-ZUphcT\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"4-do-you-intend-to-return-to-your-company-within-the-next-30-days\"><\/a>\n            <h2>4. Do you intend to return to (your company) within the next 30 days?\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-1Qtpqn p,\n    .lazyblock-content-1Qtpqn p a,\n    .lazyblock-content-1Qtpqn h1,\n    .lazyblock-content-1Qtpqn h2,\n    .lazyblock-content-1Qtpqn h3,\n    .lazyblock-content-1Qtpqn h4,\n    .lazyblock-content-1Qtpqn h5 {\n        color: ;\n    }\n\n    #content-1Qtpqn {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-1Qtpqn {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-1Qtpqn {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-1Qtpqn-container  px-0 \"\n     id=\"content-1Qtpqn\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-1Qtpqn\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>The intention of repurchase is pretty straightforward. The higher percentage of people likely buying at your company again, the higher the general satisfaction with your product or service. You could use a scale question for this one, that\u2019ll give you a bit more detailed views instead of just yes\/no.<\/p>\n<p>If a respondent chooses a more negative answer on the scale, it\u2019s wise to work with conditional branching and add an additional open text field where you ask them to elaborate on the reason for their decision. It\u2019ll also provide additional insight into the areas that require strengthening in<a href=\"https:\/\/www.hotjar.com\/customer-journey-map\/\">\u00a0your customer\u2019s journey<\/a>.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-1QzF2G {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-1QzF2G {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-1QzF2G-container  #ffffff custom-padding \" id=\"section-1QzF2G\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-1J0ey6 .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-1J0ey6 {\n        margin-top: 1rem;\n        margin-bottom: 1rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-1J0ey6 {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-1J0ey6  px-0\" id=\"heading-1J0ey6\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-1J0ey6\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"5-is-there-anything-you-wish-to-add\"><\/a>\n            <h2>5. Is there anything you wish to add?\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-DLaOV p,\n    .lazyblock-content-DLaOV p a,\n    .lazyblock-content-DLaOV h1,\n    .lazyblock-content-DLaOV h2,\n    .lazyblock-content-DLaOV h3,\n    .lazyblock-content-DLaOV h4,\n    .lazyblock-content-DLaOV h5 {\n        color: ;\n    }\n\n    #content-DLaOV {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-DLaOV {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-DLaOV {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-DLaOV-container  px-0 \"\n     id=\"content-DLaOV\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-DLaOV\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>The open-ended one\u2026 Perfect for the end of your survey. Most respondents won\u2019t have much left to say, but for the ones who\u2019d like to give you a more elaborate answer, it\u2019s useful. And for you, it\u2019s a bonus to get a few extra, often key insights.<\/p>\n<p>And then one more that shouldn\u2019t be forgotten!<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-Z1pO6ym {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-Z1pO6ym {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #f5f5f5;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-Z1pO6ym-container  #f5f5f5 custom-padding \" id=\"section-Z1pO6ym\"\n    style=\"opacity: 100%; background-color: #f5f5f5;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-28JB9U .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-28JB9U {\n        margin-top: 1rem;\n        margin-bottom: 1rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-28JB9U {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-28JB9U  px-0\" id=\"heading-28JB9U\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-28JB9U\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"bonus-demographic-questions\"><\/a>\n            <h2>Bonus: Demographic questions\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-ZcwxE9 p,\n    .lazyblock-content-ZcwxE9 p a,\n    .lazyblock-content-ZcwxE9 h1,\n    .lazyblock-content-ZcwxE9 h2,\n    .lazyblock-content-ZcwxE9 h3,\n    .lazyblock-content-ZcwxE9 h4,\n    .lazyblock-content-ZcwxE9 h5 {\n        color: ;\n    }\n\n    #content-ZcwxE9 {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-ZcwxE9 {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-ZcwxE9 {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-ZcwxE9-container  px-0 \"\n     id=\"content-ZcwxE9\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-ZcwxE9\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>If you haven\u2019t had a chance to gather basic info about your respondents, it\u2019s useful to add this to your survey. For example, at the end, it\u2019s easy to finish your survey with and could be a required question for them to be able to receive the incentive.<\/p>\n<p>A few ideas of what to ask: Gender, Age or age group, Income, Location, \u2026<\/p>\n<p>This short checklist will get you a good set of first answers. Want to go even deeper into the art of measuring customer satisfaction? Take a look at this earlier blog post about the\u00a0<a href=\"https:\/\/pointerpro.com\/blog\/10-customer-satisfaction-metrics\/\">10 metrics you should be measuring<\/a>.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-ZYwxIe {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-ZYwxIe {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-ZYwxIe-container  #ffffff custom-padding \" id=\"section-ZYwxIe\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-xGt6G .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-xGt6G {\n        margin-top: 1rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-xGt6G {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-xGt6G  px-0\" id=\"heading-xGt6G\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-xGt6G\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"make-your-survey-playful-and-interactive\"><\/a>\n            <h2>Make your survey playful and interactive\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-2kyha p,\n    .lazyblock-content-2kyha p a,\n    .lazyblock-content-2kyha h1,\n    .lazyblock-content-2kyha h2,\n    .lazyblock-content-2kyha h3,\n    .lazyblock-content-2kyha h4,\n    .lazyblock-content-2kyha h5 {\n        color: ;\n    }\n\n    #content-2kyha {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-2kyha {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-2kyha {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-2kyha-container  px-0 \"\n     id=\"content-2kyha\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-2kyha\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p><iframe src=\"https:\/\/pointerpro.com\/s\/ne2\"><\/iframe><\/p>        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    #heading-gqQD0 .heading h2 {\n        color: #421f3c;\n        font-size: 2.5rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-gqQD0 {\n        margin-top: 1rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-gqQD0 {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-gqQD0  px-0\" id=\"heading-gqQD0\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-gqQD0\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"extra-tips-to-own-those-customer-satisfaction-surveys\"><\/a>\n            <h2>Extra tips to own those customer satisfaction surveys:\u200b<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-f1Mi7 p,\n    .lazyblock-content-f1Mi7 p a,\n    .lazyblock-content-f1Mi7 h1,\n    .lazyblock-content-f1Mi7 h2,\n    .lazyblock-content-f1Mi7 h3,\n    .lazyblock-content-f1Mi7 h4,\n    .lazyblock-content-f1Mi7 h5 {\n        color: ;\n    }\n\n    #content-f1Mi7 {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-f1Mi7 {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-f1Mi7 {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-f1Mi7-container  px-0 \"\n     id=\"content-f1Mi7\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-f1Mi7\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <ul>\n<li><strong>Keep the survey short and simple!<\/strong>\u00a0Happy customers won\u2019t take out a lot of time to fill in a long survey. People who have complaints can be contacted or, via skip logic, asked a few deeper questions.<\/li>\n<li><strong>Ask relevant questions only,<\/strong> people are flying through your survey as quickly as they can for their chance at the incentive you\u2019re offering. So make sure within the short amount of time, you ask well-chosen questions to get useful answers<\/li>\n<li>We always like to know \u2018more\u2019, but force yourself to only as\u00a0<strong>questions that relate directly to the experience<\/strong>\u00a0they\u2019ve had.<\/li>\n<li>Satisfaction\u2026\u00a0<strong>Avoid overusing<\/strong>\u00a0the word. Mix it up with \u201chappiness\u201d, \u201ccontent\u201d, \u201cmeeting your expectations\u201d, \u2026<\/li>\n<li><strong>Always leave an open option<\/strong>\u00a0\u2013 nothing more annoying than multiple choices where the answer your participant needs isn\u2019t included. They\u2019ll have to answer inaccurately, they\u2019ll skip the question or \u2013 even worse \u2013 refrain from finishing the survey altogether! Always include the option of \u201cother\u201d, \u201cnot applicable\u201d or even an open text field.<\/li>\n<li>A small one, but one that can make all the difference:\u00a0<strong>don\u2019t make all of your questions mandatory.<\/strong> We\u2019d love to have complete data with elaborate answers, but people have little time and get distracted. It\u2019ll help you see respondents take your survey all the way to the end, instead of abandoning it.<\/li>\n<\/ul>\n<p>For more eye-opening numbers on customer service and the importance of customer satisfaction, take a look at this insightful\u00a0<a href=\"https:\/\/www.helpscout.net\/75-customer-service-facts-quotes-statistics\/\">Helpscout blog<\/a>.<br \/>If you\u2019d like to learn more about correctly measuring customer satisfaction, click on through to\u00a0<a href=\"https:\/\/pointerpro.com\/10-customer-satisfaction-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">How To Measure Customer Satisfaction \u2013 A Complete Guide<\/a><u>.<\/u><\/p>\n<p>And want to start measuring\u00a0<strong>today?<\/strong>\u00a0<a href=\"https:\/\/app.pointerpro.com\/register\">Sign up for free<\/a>\u00a0and get an easy start with our Customer Satisfaction template.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-xyxh0 {\n        padding-top: 0rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-xyxh0 {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-xyxh0-container  #ffffff custom-padding \" id=\"section-xyxh0\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #section-ZkPlMD {\n        padding-top: 2.8rem;\n        padding-bottom: 0rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-ZkPlMD {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #421f3c;\">\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n    <div class=\"container-fluid lazyblock-section lazyblock-section-ZkPlMD-container  \" id=\"section-ZkPlMD\"\n         style=\"opacity: 100%; background-color: #421f3c;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"container-md \">\n            <div class=\"row col-lg-12\">\n                \n\n<style>\n    #content-image-ZsQap8 {\n        padding-top: 0rem;\n        padding-bottom: 0rem;\n    }\n\n        \n    @media (max-width: 767.98px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n    }\n\n    #content-image-ZsQap8 {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-image-ZsQap8 .content-wrapper {\n        padding-left: 0rem;\n        padding-right: 0rem;\n    }\n\n    @media (max-width: 768px) {\n        #content-image-ZsQap8 .content-wrapper {\n            padding-left: 0 !important;\n        }\n    }\n\n    @media (max-width: 1440px) {\n        #section-ZsQap8 {\n            \/\/padding-left: -2.8rem;\n        }\n    }\n\n    \n \/*   .lazyblock-content-image-container {\n        position: relative;\n    }*\/\n\n<\/style>\n\n<div class=\"lazyblock-content-image-container lazyblock-content-image-ZsQap8-container -container px-0 mx-0\">\n    <div class=\"row lazyblock-content-image \"\n         id=\"content-image-ZsQap8\">\n        <div class=\"content-wrapper col-lg-6 col-12 pe-4 mb-lg-0 mb-4 order-1\">\n            <div class=\"d-flex flex-centered h-100\">\n                                                <div class=\"d-flex flex-wrap\">\n                    <div class=\"container-md px-0\">\n                        <div class=\"row lazyblock-content justify-content-start\">\n                            <div class=\"col-12 col-lg-12 text-start ps-4\">\n                    \n\n<style>\n    #heading-ZvLLaC .heading h2 {\n        color: #ffffff;\n        font-size: 2rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-ZvLLaC {\n        margin-top: 0rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-ZvLLaC {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-ZvLLaC  px-0\" id=\"heading-ZvLLaC\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-ZvLLaC\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"create-your-own-assessment-for-free\"><\/a>\n            <h2>Create your own assessment <br>for free!<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<div class=\"row lazyblock-cta w-100\">\n    <div class=\"col-lg-12 text-start\">\n        <a class=\"btn btn-primary  \" href=\"https:\/\/app.pointerpro.com\/register?trial=true&amp;plan=professional\" target=\"_self\">Get started today<\/a>\n    <\/div>\n<\/div>\n\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"image-wrapper col-lg-6 order-2\">\n            <div class=\"d-flex flex-centered h-100\">\n                                                                    <img decoding=\"async\" class=\"on-the-fly-ZsQap8\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/PP-BANNER-GetStartedToday.png\"\n                         alt=\"\" title=\"\"\/>\n                            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<script>\n    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0rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-a84yh {\n        ;\n        ;\n        }\n    }\n\n        .custom-padding {\n        padding-right: 0 !important;\n        padding-left: 0 !important;\n    }\n    @media (max-width: 1024px) {\n        .custom-padding {\n            padding-right: var(--bs-gutter-x, .75rem) !important;\n            padding-left: var(--bs-gutter-x, .75rem) !important;\n        }\n    }\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; \">\n    <div class=\"container-xl lazyblock-section lazyblock-section-a84yh-container recommended-reading-single-post-container  custom-padding \" id=\"section-a84yh\"\n    style=\"opacity: 100%; \">\n                        <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-12 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-x540R .heading h2 {\n        color: #ff7418;\n        font-size: 1.5rem;\n        line-height: 2rem !important;\n    }\n\n    #heading-x540R {\n        margin-top: 0rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-x540R {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-x540R  px-0\" id=\"heading-x540R\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-x540R\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"recommended-reading\"><\/a>\n            <h2>Recommended Reading<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<div class=\"container-md lazyblock-teasers \">\n\n    \n    \n            <div class=\"row-wrapper child row row-cols-1 row-cols-lg-2 row-cols-xl-3 grid-gutter\" id=\"content_1w1IG6\">\n                                                <div class=\"col pb-5\">\n                        <div class=\"card h-100 px-0 recommended-posts\">\n    <div class=\"recommended-item-wrapper\">\n        <div class=\"recommended-item-card\">\n                            <div class=\"recommended-item-img-wrapper\">\n                    <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/SURVEYxANYPLACE-92.jpg\" class=\"recommended-item-img\" alt=\"Survey question types: an essential guide\">\n                <\/div>\n                        <div class=\"recommended-item-body flex-column h-100\">\n                <div class=\"recommended-item-title\">\n                    <h4><a href=\"https:\/\/pointerpro.com\/blog\/survey-questions-types\/\">Survey question types: an essential guide<\/a><\/h4>\n                <\/div>\n                <div class=\"recommended-item-excerpt\">\n                    <p>How do you write different types of survey questions that people want to...<\/p>\n                <\/div>\n            <\/div>\n            <div class=\"recommended-item-cta\">\n                <a href=\"https:\/\/pointerpro.com\/blog\/survey-questions-types\/\" class=\"arrow d-flex align-items-center\">\n                Read more \n                   <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/themes\/project-child\/assets\/img\/icons\/arrow-right.png\" alt=\"read more arrow\">\n                <\/a>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                    <\/div>\n                                                                <div class=\"col pb-5\">\n                        <div class=\"card h-100 px-0 recommended-posts\">\n    <div class=\"recommended-item-wrapper\">\n        <div class=\"recommended-item-card\">\n                            <div class=\"recommended-item-img-wrapper\">\n                    <img decoding=\"async\" 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