Guides
Survey guides that get to the point
The formulas, worked examples and ready-to-use questions behind good surveys, each with a template to start from. Written by the Thisys team, and checked against the standard methods. For quick tips, see Survey Tips.
Measure
The standard scores, how to calculate them, and how far to trust them.
How to calculate NPS (Net Promoter Score)
The NPS formula, a worked example, how much the score can move by chance, and the mistakes that make a Net Promoter Score misleading.
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What is CSAT, and how do you measure it?
Customer satisfaction score (CSAT) explained: the question, the five-point scale, the top-two-box formula with a worked example, and when to use NPS instead.
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eNPS: measuring the employee Net Promoter Score
How to ask and calculate eNPS, with a worked example, why anonymity and minimum group sizes matter, and the follow-up questions that make the score useful.
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Customer effort score (CES): how to ask it and score it
What customer effort score (CES) measures, the seven-point question, how to calculate it with a worked example, and how to find where the effort comes from.
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Design
Better questions, the right number of responses, and studies that hold up.
How to write good survey questions
Rules for clear, unbiased survey questions, each with a weak and a better example: leading, double-barrelled and loaded questions, scales and answer lists.
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How to work out survey sample size
How many responses you need: the sample size formula, margin of error and confidence explained, a ready table by population size, and how many people to invite.
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Market research survey design, step by step
How to design a market research survey: objectives, sampling, screeners, quotas, question order, concept and price tests, data quality checks and weighting.
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Questions to ask
Ready-to-use questions for staff, patients, students and event guests.
Employee engagement survey questions
Employee engagement survey questions by theme, the scale to use, how to keep answers anonymous, and how to act on the results without losing people's trust.
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Patient satisfaction survey questions
Patient satisfaction and experience survey questions for clinics and practices: access, waiting, communication, involvement and next steps, with privacy tips.
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Course evaluation questions
Course evaluation questions on content, teaching, assessment and workload, with when to ask, how to keep it anonymous, and how to close the loop with students.
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Event feedback survey questions
Event feedback questions for before, during and after an event: expectations, sessions, speakers, venue and value, with timing tips for each survey.
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Analyse
Reading open-text answers quickly without trusting the machine blindly.