How to measure satisfaction and loyalty with NPS, CSAT, CES and CSI, what to ask in your industry and what to do with low scores.
Seven post-purchase survey questions for a WooCommerce store, split between the thank-you page and an email after delivery. Plus how many to ask, when to send the email, what to do with low scores and how to set it up in WordPress.
A practical question bank for travel agencies: collect feedback after a trip, separate agency service from suppliers, count relevant answers and plan follow-up.
A ready in-store customer survey for clothing stores, supermarkets and other shops: 27 questions in ten blocks, a three-question version for a QR code at the counter, what shoppers rate highest and lowest in national data, how to avoid a skewed sample, and a worked example of reading results by stock and by hour.
A practical question bank for builders and contractors: what to ask before work, during construction and at handover, how to invite clients without pressure, and how to read a small set of answers.
A practical guide to surveying customers who cancel a paid service. Choose the right moment, use a three-question cancellation form or a longer follow-up, separate payment failures, and turn the answers into decisions with clear denominators.
A hotel guest satisfaction survey shows what guests liked and what went wrong while they stayed. This guide gives you 35 questions by stage of the stay, a ready 10-question post-stay survey, the right timing and channel for each survey, the rules for asking for online reviews and how to read the results.
A customer satisfaction index combines satisfaction with several parts of your service into one number, weighted by how much each part matters to customers. This guide covers how to choose the attributes, how to word the CSI survey, how to calculate the index step by step, how to find what to fix first, and how the national ACSI works.
Customer effort score asks one question right after an interaction: how easy was it to get this done? This guide covers the original and the revised CES question, three ways to calculate the score from the same answers, when and where to send the survey, what research says about CES and loyalty, and how to turn low scores into fixes.
Most customer journey maps get presented once and forgotten. This guide builds one from real data instead of a workshop, sources evidence touchpoint by touchpoint, finds where the experience actually breaks, and measures whether the fixes work.
Almost every article on NPS, CSAT, CES and CSI explains what the acronyms mean and skips the question you actually have: which one to use, and what you will do with the number. This one starts from the job and works back to the metric, CSI included.
A feedback form only works when the questions match the situation. Here are the rules, the blocks a form is assembled from, and three question banks you can copy: customers, training participants, event guests.
NPS isn't dead, but as the single number on a dashboard it broke long ago. We gather the evidence from the original sources and show which system of metrics to put beside it to see your customer base as it really is.