id,group,question,scale,metric,trigger
Q001,General Satisfaction,"Overall, how satisfied are you with the service you received from us?",Rating 1-5,CSAT,General pulse
Q002,General Satisfaction,How well did this experience meet your expectations?,Rating 1-5,Diagnostic,After a defined experience
Q003,General Satisfaction,How would you rate the quality of your overall experience?,Rating 1-5,Diagnostic,General review
Q004,General Satisfaction,Which part of this experience satisfied you most?,Single choice + Other,Diagnostic,Multi-step journey
Q005,General Satisfaction,Which part of this experience needs the most improvement?,Single choice + Other,Diagnostic,Multi-step journey
Q006,General Satisfaction,How easy was it to do what you needed to do with us?,Rating 1-5,CES context,After a task
Q007,General Satisfaction,How consistent has the quality been each time you dealt with us?,Rating 1-5,Diagnostic,Repeat customers only
Q008,General Satisfaction,How satisfied are you with how quickly we respond when you need us?,Rating 1-5,CSAT driver,Relationship survey
Q009,General Satisfaction,What is the first word you would use to describe working with us?,Short text,Qualitative,Periodic pulse
Q010,General Satisfaction,Is there anything else you want us to know about this experience?,Optional long text,Qualitative,Survey close
Q011,Recent Transaction,How satisfied are you with your most recent interaction with us?,Rating 1-5,CSAT,Soon after interaction
Q012,Recent Transaction,Did this interaction meet your expectations?,Rating 1-5,Diagnostic,After interaction
Q013,Recent Transaction,Were you able to complete what you came to do?,Yes / Partly / No,Outcome,After a task
Q014,Recent Transaction,How much effort did you personally have to put in to complete this task?,Rating 1-5,CES,Immediately after
Q015,Recent Transaction,How satisfied are you with the amount of time this interaction took?,Rating 1-5,CSAT driver,Time-sensitive tasks
Q016,Recent Transaction,How clear was the information you received during this interaction?,Rating 1-5,Diagnostic,Assisted interaction
Q017,Recent Transaction,How clear are you about what happens next?,Rating 1-5,Diagnostic,Interaction with a next step
Q018,Recent Transaction,How likely are you to use this process again if you have the same need?,Rating 1-5,Intent,Repeatable transaction
Q019,Recent Transaction,What is the main reason for the rating you gave?,Optional short text,Follow-up,After the metric question
Q020,Recent Transaction,What one change would have made this interaction easier?,Optional short text,Qualitative,After an effort rating
Q021,Support and Service,How satisfied are you with the support you received?,Rating 1-5,CSAT,After a support case
Q022,Support and Service,Was your issue resolved?,Yes / Partly / No,Outcome,After a support case
Q023,Support and Service,Was your issue resolved during this interaction?,Yes / No / Not applicable,Diagnostic,Discrete interaction
Q024,Support and Service,How easy was it to get the help you needed?,Rating 1-5,CES,After the support journey
Q025,Support and Service,How well did the support representative understand your issue?,Rating 1-5,Diagnostic,Human-assisted support
Q026,Support and Service,How confident were you in the support representative's knowledge?,Rating 1-5,Diagnostic,Human-assisted support
Q027,Support and Service,How clear was the support representative's communication?,Rating 1-5,Diagnostic,Human-assisted support
Q028,Support and Service,How satisfied are you with the speed of the first response?,Rating 1-5,CSAT driver,After a support case
Q029,Support and Service,How satisfied are you with the follow-up you received?,Rating 1-5,CSAT driver,Cases needing follow-up
Q030,Support and Service,What could we change to make support better next time?,Optional short text,Qualitative,Survey close
Q031,Product Satisfaction,"Overall, how satisfied are you with this product?",Rating 1-5,CSAT,After meaningful use
Q032,Product Satisfaction,How well does this product meet your needs?,Rating 1-5,Diagnostic,After meaningful use
Q033,Product Satisfaction,How easy is this product to use?,Rating 1-5,Ease,After meaningful use
Q034,Product Satisfaction,How reliable has this product been for you?,Rating 1-5,Diagnostic,Periodic product survey
Q035,Product Satisfaction,How would you rate the quality of this product?,Rating 1-5,Diagnostic,Product survey
Q036,Product Satisfaction,Which feature provides the most value to you?,Single choice + Other,Diagnostic,Usage survey
Q037,Product Satisfaction,Which feature provides the least value to you?,Single choice + Other / None,Diagnostic,Usage survey
Q038,Product Satisfaction,What capability do you most wish this product had?,Optional short text,Qualitative,Product research
Q039,Product Satisfaction,How well does this product help you accomplish the job you use it for?,Rating 1-5,Outcome,After meaningful use
Q040,Product Satisfaction,"Compared with what you expected before using it, how has the product performed?",Rating 1-5,Diagnostic,After adoption period
Q041,SaaS Onboarding,"Overall, how satisfied are you with your onboarding experience?",Rating 1-5,CSAT,Onboarding milestone
Q042,SaaS Onboarding,How clear were the setup instructions?,Rating 1-5,Diagnostic,After initial setup
Q043,SaaS Onboarding,How easy was it to complete your first important task?,Rating 1-5,CES context,First-value milestone
Q044,SaaS Onboarding,How satisfied are you with the time it took to reach your first useful outcome?,Rating 1-5,CSAT driver,First-value milestone
Q045,SaaS Onboarding,How confident do you feel using the product after onboarding?,Rating 1-5,Diagnostic,End of onboarding
Q046,SaaS Onboarding,What was the biggest obstacle you encountered during onboarding?,Optional short text,Qualitative,End of onboarding
Q047,SaaS Onboarding,Which onboarding resource helped you most?,Single choice + Other / None used,Diagnostic,End of onboarding
Q048,SaaS Onboarding,What one change would most improve onboarding?,Optional short text,Qualitative,End of onboarding
Q049,Purchase and Checkout,How satisfied are you with your purchase experience?,Rating 1-5,CSAT,Soon after purchase
Q050,Purchase and Checkout,How easy was it to find the information you needed before purchasing?,Rating 1-5,CES context,After purchase
Q051,Purchase and Checkout,How easy was the purchase process to complete?,Rating 1-5,CES,Immediately after checkout
Q052,Purchase and Checkout,How clear was the pricing information before you purchased?,Rating 1-5,Diagnostic,After purchase
Q053,Purchase and Checkout,How easy was it to complete payment?,Rating 1-5,CES context,Immediately after checkout
Q054,Purchase and Checkout,How confident do you feel about your purchase decision?,Rating 1-5,Diagnostic,After purchase
Q055,Purchase and Checkout,"What, if anything, nearly stopped you from completing the purchase?",Optional short text,Qualitative,After purchase
Q056,Purchase and Checkout,What one change would improve the purchase process?,Optional short text,Qualitative,Survey close
Q057,Delivery and Fulfilment,How satisfied are you with the delivery experience?,Rating 1-5,CSAT,After delivery
Q058,Delivery and Fulfilment,Did your order arrive by the date you were told to expect it?,Yes / No / No date given,Outcome,After delivery
Q059,Delivery and Fulfilment,How satisfied are you with the condition of your order when it arrived?,Rating 1-5,CSAT driver,After delivery
Q060,Delivery and Fulfilment,How clear were the delivery updates you received?,Rating 1-5,Diagnostic,After delivery
Q061,Delivery and Fulfilment,How useful was the tracking information you received?,Rating 1-5 / No tracking received,Diagnostic,Tracked delivery
Q062,Delivery and Fulfilment,"If you needed help with a delivery problem, how easy was it to get that problem addressed?",Rating 1-5 / Did not need help,CES context,After delivery
Q063,Delivery and Fulfilment,"If you used our return process, how satisfied were you with that process?",Rating 1-5 / Did not use it,CSAT driver,After a return
Q064,Delivery and Fulfilment,What one change would improve delivery for you?,Optional short text,Qualitative,Survey close
Q065,Website and App,"Overall, how satisfied are you with the website or app today?",Rating 1-5,CSAT,After a digital task
Q066,Website and App,How easy was it to find the information you needed?,Rating 1-5,CES context,Information-seeking task
Q067,Website and App,How easy was it to navigate to what you wanted?,Rating 1-5,Ease,Multi-screen task
Q068,Website and App,How satisfied are you with the speed of the website or app?,Rating 1-5,CSAT driver,After a session
Q069,Website and App,Were you able to complete the task you came to do?,Yes / Partly / No,Outcome,After a digital task
Q070,Website and App,Did you encounter an error or obstacle while completing your task?,Yes / No / Not sure,Diagnostic,After a digital task
Q071,Website and App,What was the easiest part of completing your task?,Optional short text,Qualitative,Diagnostic study
Q072,Website and App,What one change would make this website or app easier to use?,Optional short text,Qualitative,After a digital task
Q073,Value Perception,How satisfied are you with the value you receive for what you pay?,Rating 1-5,CSAT driver,Renewal or relationship
Q074,Value Perception,How fair does the price feel relative to the value you receive?,Rating 1-5,Diagnostic,Renewal or relationship
Q075,Value Perception,How clear is our pricing to you?,Rating 1-5,Diagnostic,Post-purchase or relationship
Q076,Value Perception,How would you rate the value you receive compared with alternatives you considered?,Rating 1-5 / Did not compare,Diagnostic,Post-purchase
Q077,Value Perception,How confident are you that this is worth continuing to pay for?,Rating 1-5,Retention signal,Before renewal
Q078,Value Perception,Which benefit creates the most value for you?,Single choice + Other,Diagnostic,Relationship survey
Q079,Value Perception,Have you encountered a cost that you did not expect when you started?,Yes / No / Not sure,Diagnostic,Relationship survey
Q080,Value Perception,What one change would most improve the value you receive?,Optional short text,Qualitative,Renewal survey
Q081,Loyalty and Retention,How likely are you to recommend us to a friend or colleague?,0 to 10,NPS,Relationship checkpoint
Q082,Loyalty and Retention,What is the main reason for your recommendation rating?,Optional short text,NPS follow-up,Directly after Q081
Q083,Loyalty and Retention,How likely are you to purchase from us again?,Rating 1-5,Intent,Post-purchase or relationship
Q084,Loyalty and Retention,How likely are you to renew your subscription or contract?,Rating 1-5 / No renewal applies,Retention signal,Before renewal
Q085,Loyalty and Retention,How likely are you to continue using us?,Rating 1-5,Retention signal,Relationship survey
Q086,Loyalty and Retention,"If you were choosing again today, how likely would you be to choose us?",Rating 1-5,Intent,Relationship survey
Q087,Loyalty and Retention,What one change would make you more likely to stay with us?,Optional short text,Qualitative,Renewal survey
Q088,Loyalty and Retention,What is the main issue that could cause you to stop using us?,Optional short text,Qualitative,Relationship survey
Q089,B2B Relationship,"Overall, how satisfied are you with us as a business partner?",Rating 1-5,Relationship CSAT,Business review
Q090,B2B Relationship,How well does our account team understand your business goals?,Rating 1-5,Diagnostic,Business review
Q091,B2B Relationship,How satisfied are you with the frequency of communication from our team?,Rating 1-5,CSAT driver,Business review
Q092,B2B Relationship,How useful is the guidance you receive from our team?,Rating 1-5,Diagnostic,Business review
Q093,B2B Relationship,How well does our product support the business objective you use it for?,Rating 1-5,Outcome,Business review
Q094,B2B Relationship,How easy is it to work with our team across the parts of your organisation that interact with us?,Rating 1-5,CES relationship,Multi-stakeholder account
Q095,B2B Relationship,What should our highest priority be for improving the relationship next quarter?,Optional short text,Qualitative,Business review
Q096,Improvement and Churn,What is the biggest frustration in working with us?,Optional short text,Qualitative,Diagnostic survey
Q097,Improvement and Churn,"If you could change one thing about working with us, what would it be?",Optional short text,Qualitative,Relationship or cancellation
Q098,Improvement and Churn,What was the main issue that made you consider stopping your use of us?,Optional short text,Qualitative,At-risk or cancellation
Q099,Improvement and Churn,What is the primary reason you are cancelling or downgrading?,Single choice + Other,Churn reason,Cancellation flow
Q100,Improvement and Churn,Is there anything else we should know before we make changes based on your feedback?,Optional long text,Qualitative,Survey close