Many of the questions I get about survey design relate to what metrics to use – and in particular, what scales to use. It’s easy to say “it depends on the situation” and that is certainly true. However, if we are talking about assessing customer experience, here are some general guidelines to keep in mind.
Our clients often look to us to come up with new ways to keep surveys fresh and engaging – perhaps even something that’s fun to do (!) Enter gamification: the addition of game-like techniques to present questions in different ways that are more fun for your respondents. It may seem like the ‘power-up’ your survey needs, but as we’ll outline in this brief overview, it comes with a lot of risks. If you’re looking to adding a little fun and games to your survey, here are a few things to keep in mind.