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4.3.4 Survey Questions
Surveys can be composed of two types of questions:
• Open-ended questions
• Close-ended questions
Open-ended Questions
Open-ended questions can be about any comment/review or any suggestion for improvement. These questions
permit someone to give a free-form answer that cannot be answered with a "yes" or "no" response, or with a static
response. The respondents can answer open-ended questions in their own words.
Examples of open-ended questions
• How can you bring a positive change in the society?
• Tell me about your relationship with your manager.
• How do you see yourself in future in this company?
• Share with us what has been troubling you.
• What do you feel about our customer service?
Close-ended Questions
Closed-ended questions have a limited set of possible answers, such as:
• A, B, C, or All of the Above
• None of the above
• Yes/No
• Star rating system
The choice of answers from which to select is fixed in close-ended questions.
As a thumb rule, the type of question you choose depends on what you are trying to achieve; for instance, asking
a closed-ended question when you want answers that can be plotted on a graph and used to show trends and
percentages. For example, answers to the closed-ended question “Do you trust the information on this website?” will
help you understand the section of people who find your website trustworthy.
Examples of closed ended questions
Examples of closed-ended questions are:
• Do you have a backache?
• Do you prefer an online or an in-person lecture?
• Have you taken both the doses of the virus vaccine?
• Should I take this as your final answer?
• Are you excited to learn more about data science?
Net Promoter Score Survey question
Though closed-ended questions give finite insight, such questions can easily be analysed for quantitative data. For
instance, one of the most popular closed-ended questions in marketing is the Net Promoter Score® (NPS) question,
which asks people “How likely are you to recommend this product or service on a scale from 0 to 10?” and uses these
numerical responses to calculate overall score trends.
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