Customer satisfaction survey
Satisfaction is measured so that something can change. The number on its own helps nobody — it becomes useful once you know who makes it up and why. So a survey usually rests on one numeric question and one open question right behind it.
What to build it from
The NPS question
“How likely are you to recommend us?” on a 0–10 scale. Gatherino calculates the NPS score across responses as promoters (9–10) minus detractors (0–6).
The follow-up “why”
An open question straight after the number. Without it you know something is wrong but not what.
Scales per area
Speed, communication, quality — each its own scale, so you can see which one is dragging the overall number down.
Anonymous mode
Optional. Candour goes up, the ability to follow up goes away — decide by what you intend to do with the answers.
When to send it
The best moment is shortly after the interaction you are asking about — after delivery, after a complaint is resolved, at the end of a project. A gap of several weeks produces an impression rather than an assessment.
Send the link by email, drop it into the confirmation email from another form, or print it as a QR code. The form can be scheduled to a specific period and capped by response count, so a wave of surveying has a clear start and end.
If you measure repeatedly, ask in exactly the same words each time. A reworded question makes the comparison over time meaningless.
NPS is not a law of physics. The number mostly means something against your own previous measurement, not against benchmarks from other industries and markets. Treat small samples carefully — a handful of responses can swing it by tens of points.
FAQ
Does Gatherino calculate NPS itself?
Yes. For an NPS field it computes the score as the share of promoters (9–10) minus the share of detractors (0–6), expressed as a percentage.
How many responses do I need for it to mean anything?
There is no fixed threshold, but at a few dozen responses every individual moves the number. Treat it as a direction and read the open answers.
Can I run the survey repeatedly?
Yes. Build the form once and share it in every wave; the summary then shows the trend over time.
Does it have to be anonymous?
No. Anonymous mode is a choice — without it you can follow up on a response and get back to the customer.
Related
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