Survey questions
Survey questions are offered first in Add a question on Survey forms. They feed the Survey report on the responses page. Their scale and behaviour are set in the Appearance tab.
Common settings
Section titled “Common settings”| Setting | What it does |
|---|---|
| Scale minimum / Scale maximum | The range of scores. |
| Minimum label / Maximum label | Words under each end of the scale, for example Not at all likely / Extremely likely. |
| Offer “Not applicable” | Adds an N/A choice that is left out of averages and scores. |
| Soft required | “Prompts when skipped, but lets people continue.” Gets more answers than an optional question without forcing anyone. |
| Randomize choices per response | “Each person sees the items in a different order.” Ranking and Likert statements. |
Validation rules for NPS, CSAT and CES: Min value, Max value.
Rating 0–10 (NPS)
Section titled “Rating 0–10 (NPS)”“How likely are you to recommend us?” on a scale of 0 to 10. Use it with a follow-up question such as “What is the main reason for your score?”
Net Promoter Score is worked out as the percentage of promoters (9–10) minus the percentage of detractors (0–6).
Satisfaction rating (CSAT)
Section titled “Satisfaction rating (CSAT)”A satisfaction score, 1 to 5 by default. Ask right after an interaction, for example “How satisfied were you with your support today?”
Ease rating (CES)
Section titled “Ease rating (CES)”“How easy was it to…?”, 1 to 5 by default. Lower effort predicts loyalty, so CES suits onboarding, checkout and support.
Agreement scale (Likert)
Section titled “Agreement scale (Likert)”A matrix: one row per statement, the same agreement scale across the top.
| Setting | What it does |
|---|---|
| Statements | “One row per statement in the matrix.” Select Add statement for each. |
| Scale and labels | 1 to 5 by default, for example Strongly disagree to Strongly agree. |
On phones the matrix scrolls sideways so every column stays readable.
Ranking
Section titled “Ranking”Respondents put items in order using the up and down arrows.
| Setting | What it does |
|---|---|
| Options | The items to rank. |
| Maximum items to rank | Only rank the top N. “Leave empty to allow ranking every item.” |
| Require ranking every item | Respondents must order the whole list. |
| Randomize choices per response | Removes the bias of the first item shown. |
Anonymity
Section titled “Anonymity”Survey forms have a Respondent identity setting (Strict anonymous, Pseudonymous or Identified). Some question types are blocked under strict anonymity. See Form types → Survey.