What you get from a survey

Let's start with a quick (but very important) caveat: surveys are not a replacement for data.

You can gain a huge amount by segmenting your NPS results and combing through the data. This can tell you things like how much people are using one feature compared to another, or what the NPS score is for people using a specific feature versus those who don't use it.

But sometimes you want to go beyond the data – and that's where surveys come in.

With surveys, you can collect information and ideas that:

• Cannot be achieved with data
• Are not statistically significant

Survey responses can be insightful and eye-opening, but they should also be taken with a grain of salt.

How surveys improve your products and services

Surveys are like brainstorms – they help to feed you new ideas and concepts directly from your user base.

They're not an OKR you should follow or measure, but a tactic for gathering ideas from your community.

By asking the right questions, surveys can inspire your team to create better products and services for your users.

The two most important types of survey questions

Here are two types of questions that can give you a better understanding of your users:

1. Deeper NPS: A numerical question that gives you a better understanding of your NPS results and shows where you need to put more effort in. For example: "How much do you like this feature?" or "How would you rate our support documentation?"
2. Open or selectable: Questions that bring you closer to your users and what they really want. For example: "What do you use our device for?" or "What new feature would you like to see next?"

When to ask your survey questions

You can send your survey questions whenever it works for you, but we recommend one of the following options:

• Immediately after your NPS campaign – sending them directly to an expanded survey to get more details about what they like or dislike
• After a specific in-app event – asking if they like a feature they just used, for example