What is a Questionnaire? How It Helps in Customer Surveys?


A questionnaire is a research tool used to collect data from a group of people. It consists of a set of questions that are presented to the respondents, who are asked to provide answers. Questionnaires can be used to gather a wide range of information, including opinions, attitudes, behaviors, and demographic information.

There are several types of questionnaires

Structured questionnaires

These questionnaires consist of a fixed set of questions that are presented to all respondents in the same order. Structured questionnaires are easy to administer and allow for the comparison of responses between different groups of respondents.

Semi-structured questionnaires

These questionnaires consist of a set of predetermined questions but allow for some flexibility in the order in which they are asked and the way they are phrased. Semi-structured questionnaires are useful for gathering more detailed and in-depth information.

Unstructured questionnaires

These questionnaires do not have a predetermined set of questions. Instead, the researcher asks open-ended questions and allows the respondents to answer in their own words. Unstructured questionnaires are useful for gathering more qualitative information but are more time-consuming to analyze.

There are several steps involved in developing and administering a questionnaire

Determine the purpose and objectives of the questionnaire

The first step in developing a questionnaire is to determine what information the researcher is trying to gather and why. This will help guide the development of the questions and ensure that the questionnaire is relevant and useful.

Select the target population

The target population is the group of people who will be asked to complete the questionnaire. It is important to ensure that the target population is representative of the group that the researcher is trying to study.

Develop the questions

The questions should be clear, concise, and easy to understand. It is important to avoid using biased or leading language and to ensure that the questions are relevant to the purpose of the questionnaire.

Pre-test the questionnaire

It is a good idea to test the questionnaire on a small group of people before administering it to the full target population. This will help identify any problems with the questionnaire and allow for necessary revisions.

Administer the questionnaire

The questionnaire can be administered in a variety of ways, including online, by phone, or in person.

Analyze the results

Once the questionnaire has been completed by the target population, the researcher will analyze the results and draw conclusions based on the data collected.

Questionnaires are a useful research tool for collecting data from a group of people. By following the steps outlined above, researchers can develop and administer effective questionnaires that help gather valuable information.

How Questionnaire can help in taking Online Customer Satisfaction Surveys?

Questionnaires can be an effective tool for gathering customer satisfaction data because they allow businesses to gather a large amount of information from a large number of customers in a relatively short amount of time. Additionally, questionnaires can be administered online, which makes them convenient for both the business and the customers.

There are several types of questions that can be included in a customer satisfaction questionnaire:

  1. Multiple choice questions: These questions offer a set of predetermined responses from which the respondent can choose. Multiple choice questions are useful for gathering quantifiable data and for comparing responses between different groups of customers.
  2. Rating scale questions: These questions ask the respondent to rate their satisfaction with a product or service on a scale, such as a 1-10 scale. Rating scale questions are useful for gathering more detailed data about customer satisfaction.
  3. Open-ended questions: These questions allow the respondent to answer in their own words. Open-ended questions are useful for gathering more in-depth and qualitative data about customer satisfaction.

By including a mix of these different types of questions in a customer satisfaction questionnaire, businesses can gather a comprehensive understanding of customer experiences and identify areas of the business that are performing well and areas that need improvement.

Overall, using questionnaires in customer satisfaction surveys can help businesses gather valuable data about customer experiences, identify areas for improvement, and make informed decisions about how to better serve their customers.