Below you will find a few tips to make your survey more respondent-friendly. Constructing a questionnaire in accordance with the recommendations of CustomerHero specialists will translate into:

  • a higher number of successful completions

  • greater user satisfaction with completing the questionnaire

  • a shorter time needed to complete the survey

  • higher reliability of answers

  • a lower dropout rate during the survey completion

What should you keep in mind?

  • Start with a few words about the purpose of the survey, its author, and the estimated time the respondent needs to spend completing it. If the survey is carried out for an institution, provide its name and/or insert a logo.

  • The maximum completion time for the questionnaire should not exceed 15-20 minutes.

  • After designing the survey, send the link to a third party for a test completion and possible suggestions regarding the structure, logic, or language layer.

  • Try to minimize the amount of text in questions and answers. Less time spent reading reduces the „fatigue effect” in the final stages of the survey.

  • Reduce the number of necessary clicks. Consider whether a given question could be constructed in a different way, more readable and friendly for the respondent, e.g., using a cross/matrix question type.

  • Ask questions clearly and accessibly. To avoid increasing the amount of text, do not explain „what the author meant”.

  • If you have a question with a long list of multiple-choice answers, divide it into several shorter ones with fewer answers.

  • When a question or the survey introduction is long and may be unreadable, divide the text into paragraphs.

  • Avoid abbreviations and phrases potentially incomprehensible to the respondent. If a word might be unclear, add an explanation in parentheses.

  • Do not use low-quality graphics and images. Try to find ones with a higher resolution, and your survey will look more professional.

  • Use correct grammar, pay attention to spelling and punctuation.

  • Do not write in ALL CAPS or use alternating caps (eXaMpLe TeXt)

Would you like to add something to this list? Write to us at contact@customerhero.com or visit our website.