Working with Questionnaires and Collecting Feedback

For a typical satisfaction questionnaire, 5 to 10 questions are enough, which is about 3 to 5 minutes to complete. Every extra question means more people give up. For each question, ask yourself what you will do with the answers, and if the answer will not change any decision, drop the question.

The respondent answers the recommendation question on a scale from 0 to 10. From the percentage of promoters who chose 9 or 10, you subtract the percentage of detractors with a score of 0 to 6. The result is a number from minus 100 to plus 100, so for example 50 % promoters and 20 % detractors give an NPS of 30. Our own questionnaire "How well did we resolve your request?", which we send from Quanda after every closed support request, collected 172 responses in 12 months: 91.9 % promoters and 1.2 % detractors, an NPS of roughly 91.

NPS measures the overall relationship with your brand and you ask about it once in a while, for example twice a year. CSAT measures satisfaction with one specific experience and you ask right after it, for example after a purchase or a resolved request. The two metrics complement each other.

Send it through an email campaign directly from Quanda. Respondents are then identified and you can connect their responses with the data you have about the contacts. Responses through a public link or a QR code, on the other hand, are anonymous, which is useful for sensitive topics.

Branching logic sends the respondent to a different part of the questionnaire based on their answer, or ends the questionnaire right away. For example, someone who has not used support skips the support questions. It saves respondents time and makes the data more accurate, but after setting it up it is a good idea to test all branches in the preview.

Yes, the course is completely free. All you need is a free learning account created with an email and password or a Google account. You need to verify your email, and your progress is then saved in the account.

Each of the 6 lessons ends with a quiz of 7 yes or no questions, and the next lesson unlocks when you answer all 7 correctly. You can retake a quiz as many times as you like, and you will see an explanation for every wrong answer. After passing all quizzes you get an official Quanda certificate in PDF with a QR code that leads to a public verification page.

The course has 6 lessons and takes about 2 hours. It is designed for beginners. You learn at your own pace, your progress is saved in your learning account and you can pick up where you left off at any time.

No, you don't. All you need is a free learning account on the Quanda website, which you create with your email or Google account. An app account comes in handy if you want to try the steps from the lessons right away, and you can start a 14-day free trial without a credit card.

We only store what we need for your studies: your email, your first and last name for the certificate, an optional phone number, your course progress and issued certificates. We process them in line with the Quanda Privacy Policy. You can delete your learning account yourself in your profile, and your progress and certificates are deleted with it. Any emails about similar content we may send you can be unsubscribed from using the link in each of them.