Questionnaire design
Clear questions, the right scales and optimal length to maximize response rate and avoid bias.
Design, fielding and analysis of satisfaction surveys
Satisfaction Surveys
We design, field and analyze satisfaction surveys end to end —questionnaire, channels and reporting— with metrics like CSAT, NPS and CES, so you know what to improve and where to act first.
I want to measure satisfaction →Why it matters
Why run satisfaction surveys?
A satisfaction survey is the most direct way to know what your customers think —and to spot in time those about to leave. Well designed, it stops being a formality and becomes an early-warning system.
Why it matters96% of dissatisfied customers never complain (Esteban Kolsky, ThinkJar): the survey surfaces those who would leave silently.
What it's forTo measure satisfaction at every touchpoint, prioritize improvements and track its evolution over time with comparable metrics (CSAT, NPS, CES).
What problem it solvesIt replaces assumptions with data: a well-designed questionnaire avoids biased questions and delivers representative, actionable results.
What's included
Standard metrics
CSAT, NPS and CES to measure satisfaction, loyalty and effort with comparable indicators.
Omnichannel fielding
Email, SMS, WhatsApp, QR, web and app — at the exact moment of contact.
Representativeness
Samples and quotas that guarantee statistical significance and controlled margins of error.
Analysis and reporting
Live dashboards plus analysis of open-ended comments to understand the why.
Alerts and close the loop
Real-time detection of dissatisfied respondents to handle them before they leave.
FAQ
Questions about Satisfaction Surveys
What is a satisfaction survey?
An instrument that measures how satisfied people are with a product, service or interaction, usually with metrics like CSAT, NPS or CES.
What questions should it have?
A main satisfaction question with a scale, an open-ended question for the why, and only the extra questions you'll act on. Less is more.
Which channels are used?
At the point of contact: email, SMS, WhatsApp, QR, web and app, depending on where your audience is.
Does it work for customers and employees?
Yes. The same methodology applies to customer, user and employee satisfaction (climate and eNPS).
Does it help with ISO 9001 certification?
Yes. ISO 9001 clause 9.1.2 requires monitoring customers' perception of how well their expectations are met; a systematic satisfaction survey is the most common method to comply and provide audit evidence.
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