Overview

These question types are widely used in feedback surveys to:

• Track performance over time
• Compare responses across segments
  
• Quantify opinions
  

Steps to Add a Scale-Based Question

1. Go to the Build section of your survey.
2. From the left panel, ensure Editor is selected.
3. Click on + Add next question.
4. In the question type panel, scroll or search to find scale-based question types:
   • Net Promoter Score (NPS)
   • Customer Effort Score (CES)
   • Customer Satisfaction Score (CSAT)
   • Opinion/Likert Scale
   • Rating
5. Click on the desired question type to add it to your survey.
   

Net Promoter Score (NPS)

The Net Promoter Score (NPS) question lets you measure customer loyalty. Your score represents the net percentage of your customers who are promoters of your company or brand.

Based on the respondent’s answer, they’ll fall into one of three groups

Group	Score	Description
Promoters	9–10	Loyal enthusiasts who will stay with your company and urge their friends and colleagues to do the same.
Passives	7–8	Satisfied but unenthusiastic customers who can be easily wooed by the competition.
Detractors	0–6	Unhappy customers who have the potential to damage your brand.

To calculate your score, we subtract the percentage of Detractors from the percentage of Promoters. A positive score indicates that your promoters outweigh your detractors

Customer Satisfaction Score (CSAT)

A customer satisfaction (CSAT) survey helps you understand how customers felt about a specific interaction or transaction, such as contacting support or making a purchase. You can use CSAT with other metrics to understand your customers’ experience with your brand.

Typical CSAT surveys include a single-choice CSAT question and a follow-up open-text question. The CSAT question looks like the example below:

Overall, how would you rate your satisfaction with our company?

• Very Satisfied (score = 5)
• Somewhat Satisfied (score = 4)
• Neither Satisfied Nor Dissatisfied (score = 3)
• Somewhat Dissatisfied (score = 2)
• Very Dissatisfied (score = 1)

Responses to this question determine your CSAT score. Typically, responses in the top 2 categories (Very Satisfied or Somewhat Satisfied) are considered positive. You calculate your CSAT score by adding the number of responses to Very Satisfied or Somewhat Satisfied, dividing it by the total number of responses, and multiplying the result by 100. 

Customer Effort Score (CES)

A Customer Effort Score (CES) survey helps you understand how easy or difficult it was for customers to complete a specific action, such as resolving an issue, contacting support, or using a feature. It is commonly used to measure customer effort during an interaction,

CES directly impacts satisfaction and loyalty. Use CES along with other metrics to identify both effort and satisfaction, giving you a complete view of the customer experience

Opinion/Linkert

A Opinion/Likert scale is a common way to get feedback on how strongly people feel about a topic. The scale centers around a neutral option so you can uncover the different degrees of opinion people have.

Use this question type when you want to:

• Measure customer opinions or perceptions.
  

“How do you feel about our product?”

• Understand agreement or disagreement
  

“The app is easy to use.”

• Track changes in sentiment over time
  

“Our service quality has improved".

• Collect feedback on specific features or experiences.
  

“The checkout process was smooth.”

Rating Question 

The Rating Scale question type is, in essence, a Likert question. It is commonly used for reviewer ranking questions where you wish for your reviewers to rank submissions from 1-5 or 1-10 based on various criteria.

Use this question type when you want to:

• Rate overall experience
   “How would you rate your overall experience with us?”
• Rate a service or support interaction
   “How would you rate your support experience?”
• Rate a product or feature
   “How would you rate this feature?”
• Rate ease of use
   “How easy was it to use our app?”
• Measure satisfaction level
   “How satisfied are you with our service?” 

Scale Based Question-Level Settings

1. Add Description Text : Allows you to add supporting information below the question
   

Use this to give context like:
“Considering your overall experience with our company, how likely are you to recommend us to others?”

1. Mark this question as mandatory : Makes the question required before proceeding to other question, User can't skip it. 
   
2. Always Hide Question : The question will not appear to respondents.
   
3. Brand Name & Upload Logo : Add your brand name & Upload logo to display with the question.
   

Branding improves trust and increases response rates in customer surveys

1. Customize Scale : Defines the range of values respondents can choose from to rate their answer.
   

Rating: 1–5 or 1–10 scale for general experience

Opinion (Likert): 1–5 or 1–7 scale for agreement or opinion

CSAT: 1–5 scale for satisfaction

CES: 1–5 scale for effort (easy to difficult)

NPS: 0–10 scale for likelihood to recommend

1. Select Icon : Choose an icon that best matches your use case and the type of feedback you want to collect.
   

1. Select Icon Appearance : Defines how the selected icons are visually displayed to represent the rating scale
   

• No Fill
  Displays icons without any fill color.
• Color Fill
  Fills the selected icon with color.
• Group Fill
  Fills icons in groups based on rating levels.
• Emoticon
  Displays icons as expressive emoticons based on rating.

1. Flip the Rating Scale : Reverses the display order (10 → 0).
   

This only changes the visual order, not how scores are calculated.

1. Show Ratings in One Line for Mobile View : Enable this for a smoother mobile experience and better completion rates.
   
2. Labels : Defines the meaning of scale endpoints. Always define both ends of the scale to avoid confusion.
   
2. Show Labels for Each Rating : 
   

This option is available only when the selected scale is 1–5 or lower

3. Follow-Up Questions : 
   

1. Default Question : Uses a single follow-up question for all respondents, regardless of their score
   

Example -> “What is the primary reason for your score?”

1. Custom Question : Allows you to display different follow-up questions based on the respondent’s score (Promoters , Passives & dectractors )
   

1. No Follow-Up Question : When you only need quantitative data, disables follow-up questions after the rating is submitted.

Follow-up questions are not available for Rating and Opinion/Likert questions, aas they are used for quick and straightforward scale-based responses.