Survey & Feedback Terminology
Your comprehensive guide to survey design, metrics, and analytics terminology. Learn what NPS, CSAT, CES, and other key terms mean.
A/B Testing
A method of comparing two versions of a survey or survey element to determine which performs better based on measured outcomes.
Anonymity
A survey condition where respondent identities cannot be connected to their responses by anyone, including the researcher.
Attention Check
A survey question designed to verify that respondents are reading questions carefully and providing thoughtful responses.
Churn Rate
The percentage of customers who stop using a product or service during a given time period, indicating customer retention health.
Closed-Ended Question
A survey question with predefined answer options that respondents must choose from.
Completion Rate
The percentage of respondents who finish a survey after starting it.
Cross-Tabulation
A statistical method for analyzing the relationship between two or more categorical variables by displaying their frequency distributions in a table.
Customer Effort Score (CES)
A metric that measures how easy it is for customers to interact with your company or complete a specific task.
Customer Satisfaction Score (CSAT)
A metric that measures customer satisfaction with a specific interaction, product, or service using a rating scale.
Data Segmentation
The process of dividing survey data into distinct groups based on shared characteristics for deeper analysis.
Demographic Question
Survey questions that collect respondent characteristics like age, gender, income, education, and location for analysis segmentation.
Double-Barreled Question
A survey question that asks about two or more topics simultaneously, making it impossible to give an accurate single answer.
Margin of Error
A statistical measure that indicates the range within which the true population value is likely to fall.
Matrix Question
A grid-style question format that asks respondents to evaluate multiple items using the same rating scale.
Multiple Choice Question
A question format that provides several answer options from which respondents select one or more choices.
Panel Research
A research method using a pre-recruited group of respondents who have agreed to participate in surveys over time.
Pilot Survey
A small-scale test of a survey conducted before the full launch to identify issues with questions, logic, and user experience.
Pulse Survey
A short, frequent survey used to quickly gauge sentiment or track specific metrics over time.
Random Sampling
A sampling method where every member of the population has an equal chance of being selected, minimizing selection bias.
Rating Scale
A survey question format that asks respondents to evaluate something on a defined scale, typically numeric or labeled.
Relationship Survey
A periodic survey that measures overall customer satisfaction and loyalty with your brand or company.
Response Bias
A systematic tendency for respondents to answer questions inaccurately due to social pressure, question design, or personal factors.
Response Rate
The percentage of people who complete a survey out of the total number who received or were invited to take it.
Sample Size
The number of respondents included in a survey or research study, which affects the reliability and accuracy of results.
Sentiment Analysis
The use of natural language processing to automatically identify and categorize opinions in text as positive, negative, or neutral.
Skip Logic
Survey programming that directs respondents to different questions based on their previous answers.
Straight-Lining
A response pattern where respondents select the same answer for every item in a series, often indicating disengagement.
Survey Bias
Systematic errors in survey design or administration that lead to results that don't accurately represent the true population.
Survey Design
The process of creating a survey, including defining objectives, writing questions, and structuring the respondent experience.
Survey Fatigue
A phenomenon where respondents become tired of taking surveys, leading to lower response rates or poor-quality responses.
Survey Incentive
A reward offered to respondents for completing a survey, used to increase response rates and participation.
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Metrics & Scores
Key metrics like NPS, CSAT, CES and how to use them
6 termsSurvey Types
Different types of surveys and when to use them
3 termsMethodology
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Data analysis and reporting terminology
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Different question formats and their applications
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