Write the decision before writing the survey
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A useful brief names the experience, eligible respondent, decision owner and possible action.
Ask
Give every question a job.
Define the experience and make the response path understandable.
Define the experience and make the response path understandable.
8 practical guides
Choose the question closest to yours.
New to the topic? Begin with the first guide. Otherwise, go straight to the question you need to answer.
Write one answerable feedback question at a time
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Separate two judgments that a respondent might answer differently.
Rating, comment or both: choose the answer you can use
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A rating shows a selected category; a comment may explain it, but neither replaces the other.
When to ask for post-service feedback
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Ask after the relevant experience, with a clear collection period and a restrained reminder plan.
Survey branching: give irrelevant questions an exit
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A respondent who did not experience a step needs a path that does not invent an opinion.
Anonymous or contactable feedback: make a promise you can keep
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Not asking for a name does not, by itself, prove anonymity.
Check the survey on a phone before asking customers to use it
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Readable labels, usable controls and a clear finish matter more than decorative polish.
A post-service survey example with a narrow decision
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Use the example to shape a question—not as a ready-made instrument for every service.