Ask the right customer satisfaction questions with Zoomerang
Get better results with a clear objective and sharp questions
Zoomerang’s online surveys deliver invaluable data — if you have a clear objective and pay careful attention to how you word your online survey questions.
Closed-ended (e.g.. yes/no) questions can produce very useful answers. Stay away from ambiguous, multi-part questions with multiple, biased or mutually exclusive answers.
Use Zoomerang Pro's skip logic so respondents can answer questions pertinent to them, based on the responses they’ve already given. Use multiple-choice questions to supplement, and if you decide to use scale questions, make your scale consistent.
Give survey takers the option to decline to answer questions they don’t want to, or can’t answer. Doing so improves the overall quality of your survey, because respondents aren’t forced to reply to inapplicable queries with incorrect or false answers. Use mandatory questions with care.
Finally, don’t make your survey read like the tax code — limit the number of scale questions you have on a page to no more than five, so that survey takers can quickly and accurately complete your survey.
Select the right question type to gather the most actionable data
As anyone knows who’s asked an open-ended question when a closed-ended question would do, asking the right question the right way is a critical factor in making your survey a success.
Use open-ended questions when you want to hear what your customer has to say, or you’re unsure of what all the responses might be. Closed-ended questions have a finite number of answers, so their answers can be analyzed quantitatively. With 15 question types to choose from, Zoomerang’s online survey tool gives you the capability to ask the following types of closed-end questions:
Closed-ended survey questions
Use when you can categorize all response data, and when you want to perform quantitative statistical analysis — for example, a yes/no question
Likert-scale survey questions
Use when you want to assess a person's feelings on a scale (typically 1-5, with 5 being the highest)
Multiple-choice survey questions
Use when you have a fixed number of options — and remember to tell survey participants if they can select more than one answer (remember to instruct respondents as to the number of answers to select)
Ordinal survey questions
Use when you want survey participants to rank items in order of importance
Categorical survey questions
Use when the answers are categories and each response must fall into exactly one of them
Take advantage of our online survey expertise
Zoomerang Pro’s extensive free Knowledge Base is the first place to go to find a wealth of resources to help you design your web survey. Or, gain insights from other Zoomerang users in our forums. Best of all, Zoomerang Pro subscribers can also talk live to our dedicated customer support team toll-free.
If you need help programming your online survey, or want to boost response rates by sending your survey through confidential third-party deployment, our survey experts are available.
How to Ask Great Questions
Avoid jargon
Make questions simple and concise
Display the most positive answer options first
Use closed-ended questions whenever possible
Make open-ended questions voluntary
Find out what your customers really think. Why wait?
Consult a Zoomerang survey template to find great examples of thought-provoking questions!
