How To Write Customer Survey Questions

It's easy to write customer survey questions - it's much harder to write ones that you're able to draw conclusions from the answers given.

For example, if you ask the question:

Please select the modes of transport you use regularly:

1) Car
2) Train
3) Cycle
4) Bike
5) Bus

You will be able to produce high level figures for how many people selected each mode of transport.

However, if you ask the question:

Please select your primary mode of transport? This is the mode of transport that you use the most.

1) Car
2) Train
3) Cycle
4) Bike
5) Bus

Not only do you have high level figures of how many people use each mode of transport, but you also know that these figures represent their primary mode of transport.

Unlike the first question, you know that the respondent (if they have filled out the survey correctly) will only have selected one mode of transport. In the first survey question, they could have selected more than one mode of transport making it impossible to conclude which is the most used primary mode of transport.

You could then ask the same question for their second and third most used mode of transport. This would enable you to produce conclusions such as:

23% of respondents who selected the car as their primary mode of transport also selected the bus as their second mode of transport.

It would enable you to understand the relationship between the various modes of transport given in the survey question - not just show the high level figures.

When writing customer survey questions, you also have to think from the respondents point of view.

You must never assume that they will know how to answer the questions. Always give them help and explain what they need to do.

For example, here are two potential questions:

Please select your primary mode of transport?

Please select your primary mode of transport? This is the mode of transport that you use the most.

Both are asking the same thing, but the second one is making it absolutely clear what the word 'primary' means.

For more information on customer survey questions, please click the link below:

customer survey questions derby

Derby lies on the banks of the River Derwent in the East Midlands.

Derby and Derbyshire were centres of Britain’s industrial revolution, which in the 18th century saw many cotton spinning mills being opened.

The beginning of the following century saw Derby emerge as an engineering centre, with manufacturers such as James Fox, who exported machine tools to Russia.

This tradition has continued, with Derby’s two biggest employers being Rolls-Royce and the Toyota Motor Corporation both being in the engineering manufacturing trade. Other companies include Bombardier, who manufacture train systems and aircraft, and Alstom, who manufacture large power plant boilers and heat exchangers.

Derby’s central location means it has extensive transport links with other areas of the country, the M1 motorway passes ten miles to the east of the city linking south to London and north to Sheffield and Leeds, making it ideal as a distribution centre.

East Midlands Airport is situated about fifteen miles from Derby, with services to a variety of internal and European destinations.

Derby is home to the University of Derby, which has two campuses, the main one lies on the A38 opposite Markeaton Park with a second campus in Buxton, known as the Devonshire campus, a grade II listed building which has a dome over 145ft in diameter, bigger than that of St Paul's Cathedral in London.