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Design Better CX Surveys With This Checklist

Assess CX Surveys On 44 Criteria For Higher-Quality Data And Better Respondent Experiences

August 5th, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
With contributors:
Brian Mukasa , Harley Manning , Ben Salamin , Sam Karpinski

Summary

Poorly designed customer experience (CX) surveys don’t produce useful results but do create bad customer experiences. Effective surveys meet high standards in six categories: purpose and relevance, valid and reliable data, progress and control, clarity, accessibility and usability, and customer-directed communication. This report includes a downloadable checklist that helps CX professionals assess the quality of their CX surveys in six categories. If you can answer “yes” to all 44 questions in the checklist, your survey is ready for your customers. If not, we recommend you revise the survey before you field it.

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