Use cases
Customer feedback forms
Build a customer feedback questionnaire with clear rating scales, useful follow-up questions, and a plan for reviewing answers.
Ask about one experience
Choose a moment: a support conversation, a product trial, or a completed purchase. A general “How are we doing?” mixes experiences that your team cannot compare. State the experience in the introduction and keep the reporting period consistent.
A practical field list
Start with “How satisfied were you with this experience?” on a five-point scale from very dissatisfied to very satisfied. Follow with “What could we improve?” as optional long text. Ask whether a follow-up is welcome, then request an email only when needed. Avoid making contact details a condition for giving feedback.
Turn replies into decisions
Group written answers into themes such as speed, clarity, and missing functionality. Review the distribution of ratings alongside comments; an average hides opposite experiences. Pick one improvement, assign an owner, and compare results after the change. Small or self-selected samples are directional, not representative of every customer.
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