Survey Questions
By James
By James
Choose question types, add follow-ups, and target the right customers.
Question Types
UserLoop offers nine question types to help you collect different kinds of feedback. Each type is designed for a specific purpose, from simple multiple choice to video responses and data collection. Adding Questions to a Survey 1. Go to Surveys and select your survey (or create a new one). 2. Click the Questions tab, then click Add Question. 3. Choose your question type from the list. Add a question type 4. Type your question and click Suggest Answers to get AI-generated answer options (for Single Select and Multi Select questions). 5. Drag and drop questions to reorder them. Single Select Single Select questions let customers choose exactly one answer from a list of options. This is the most common question type. Single Select question When to use it: - Attribution — "How did you hear about us?" - Demographics — "What is your age range?" - Preferences — "Which product category are you most interested in?" - Satisfaction — "How would you describe your experience?" Click Suggest Answers to get AI-generated options tailored to your question, or add answers manually. You can drag and drop answers to reorder them. Single Select questions support the Other toggle (adds a free-text option at the end of the list) and Randomize Order (shuffles answer positions each time the survey is shown). You can also add follow-up questions to individual answers. Multi Select Multi Select questions let customers choose one or more answers from a list of options. Use this when multiple answers could apply. Multi Select question When to use it: - Product interests — "Which of these products are you interested in?" - Feature feedback — "Which features do you use the most?" - Pain points — "What challenges are you facing?" - Shopping habits — "Where else do you shop for similar products?" Click Suggest Answers to get AI-generated options, or add answers manually. Multi Select also supports the Other toggle, Randomize Order, and follow-up questions. Open Ended Open Ended questions give customers a free-text field to write their response in their own words. This is the best way to collect detailed, qualitative feedback. Open Ended question When to use it: - General feedback — "Is there anything else you'd like to share with us?" - Product suggestions — "What features would you like to see?" - Experience details — "What almost stopped you from buying today?" Keep the question focused so customers know what kind of response you're looking for. Open Ended responses are analyzed in the Analytics section, where UserLoop uses AI to identify common themes across responses. Open Ended settings 1. Sub Heading — Add extra text below the question heading to provide instructions or context. 2. Placeholder Text — Sets the hint text shown inside the text field before the customer starts typing. Use this to guide customers on what kind of response you're looking for. Number Score Number Score questions let customers select a number on a scale. This is useful for any kind of rating or satisfaction question. Number Score question When to use it: - Overall experience — "How would you rate your overall experience?" - Product satisfaction — "How would you rate this product?" - Effort score — "How easy was it to complete your purchase?" - Any custom rating — Use the label fields to define what the low and high ends mean. Number Score settings 1. Scale — Choose the range and direction of the number scale: 1–10 (default), 10–1 (reversed), 1–5 (shorter scale), or 5–1 (shorter, reversed). 2. Left Label — The label shown at the low end of the scale (e.g. "Least", "Poor", "Very Difficult"). 3. Right Label — The label shown at the high end of the scale (e.g. "Most", "Excellent", "Very Easy"). NPS NPS (Net Promoter Score) is a widely used metric for measuring customer loyalty. It asks customers how likely they are to recommend your brand on a scale of 1 to 10. NPS question When to use it: - Post-purchase — "How likely are you to recommend us to a friend or family member?" - Ongoing tracking — Add an NPS question to your checkout survey to track loyalty over time. Responses are automatically grouped into three categories: - Detractors (1–6) — Unhappy customers who are unlikely to recommend you. - Passives (7–8) — Satisfied but unenthusiastic customers. - Promoters (9–10) — Loyal customers who will actively recommend you. Your NPS score is calculated as: % Promoters - % Detractors, ranging from -100 to 100. Go to Analytics to see your score and trend over time. NPS uses a fixed 1–10 scale with customizable Left Label and Right Label (pre-filled with "Not Likely" and "Very Likely"). Unlike Number Score, the scale cannot be changed. Date Date questions let customers select a specific date using dropdown selectors for day, month, and year. Date question When to use it: - Birthdays — "When is your birthday?" Use this to send personalized birthday offers or discounts. - Anniversaries — "When did you first start using our products?" - Event dates — "When is the event you're shopping for?" Video Video questions let customers record a short video response using their device's camera and microphone, or upload an existing video file. Video question When to use it: - Testimonials — "Record a short video telling us about your experience." - Product feedback — "Show us how you use our product." - Unboxing reactions — "Record your first impressions when opening your order." Customers can record up to 2 minutes of video, review and re-record before submitting, or upload a file instead. Video questions are available in Link and Popup surveys. They are not currently supported in Checkout surveys. CSAT CSAT (Customer Satisfaction) questions measure how satisfied a customer is with a specific experience. Customers choose from a set of satisfaction levels like "Very Satisfied", "Satisfied", "Neutral", etc. When to use it: - Post-purchase — "How satisfied are you with your purchase?" - Support interactions — "How would you rate your experience with our support team?" - Delivery experience — "How satisfied were you with the delivery?" CSAT works like a Single Select question with satisfaction-focused answer options. Unlike NPS (which measures loyalty on a 1-10 scale), CSAT measures satisfaction with a specific touchpoint. It supports the Other toggle, Randomize Order, and follow-up questions. Email Email questions let you collect a customer's email address as part of your survey. This is especially useful for App Block and Popup surveys where visitors may not be logged in. When to use it: - Lead capture — Collect emails from anonymous visitors. - Identify visitors — Link anonymous survey responses to a customer record. - Enable targeting — Once an email is collected, subsequent questions can target new or returning customers based on order history. When an email is collected, all previous responses from that survey session are linked to the email address. Question Settings Every question type has the following settings, available in the settings panel on the right side when you click a question. Question settings panel 1. Other — Available on Single Select and Multi Select questions only. When enabled, an "Other" option is added to the end of the answer list. If a customer selects it, a text field appears where they can type their own answer. 2. Required — When enabled, customers must answer the question before they can move to the next one. The submit button stays disabled until they select or type an answer. 3. Allow Skip — Shows a Skip button below the submit button, letting customers skip the question without answering. Skipped questions don't record a response. If both Required and Allow Skip are enabled, customers can still skip using the skip button — but they can't proceed without answering unless they explicitly choose to skip. 4. Randomize Order — Shuffles the order of answer choices each time the survey is shown. This helps reduce bias from answer position. If you have an Other option, it always stays at the end of the list regardless of randomization. This setting applies to Single Select and Multi Select questions. 5. Sub Heading — Add extra text below the main question heading. This is useful for providing instructions or additional context without cluttering the main question. Need Help? If you have any questions about question types, reach out to us via live chat and we'll be happy to help.
CSAT
CSAT (Customer Satisfaction) questions measure how satisfied a customer is with a specific experience, product, or interaction. Customers choose from a set of predefined satisfaction levels, making it easy to track satisfaction over time. When to Use It - Post-purchase — "How satisfied are you with your purchase?" - Support interactions — "How would you rate your experience with our support team?" - Product feedback — "How satisfied are you with this product?" - Delivery experience — "How satisfied were you with the delivery?" How It Works CSAT questions work like Single Select questions — customers pick one option from a list of satisfaction levels. Unlike NPS (which measures loyalty on a 1-10 scale), CSAT measures satisfaction with a specific touchpoint. Common satisfaction scales include: - Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied - Excellent / Good / Average / Poor You can customize the answer options to match your brand's tone and the specific experience you're measuring. CSAT vs. NPS | | CSAT | NPS | |---|---|---| | Measures | Satisfaction with a specific experience | Overall loyalty and likelihood to recommend | | Scale | Customizable answer options | Fixed 1-10 scale | | Best for | Individual touchpoints (purchase, support, delivery) | Brand-level tracking over time | | When to ask | Right after the experience | Any time | Many stores use both — CSAT to measure specific interactions and NPS to track overall loyalty. Adding a CSAT Question 1. Go to Surveys and select your survey. 2. Click the Questions tab, then click Add Question. 3. Select CSAT from the question type list. 4. Type your question and add your satisfaction level options. You can use Suggest Answers to get AI-generated options or add them manually. Settings CSAT questions support the same settings as Single Select questions: - Other — Add a free-text option for customers who want to explain their rating. - Required — Make the question mandatory. - Allow Skip — Let customers skip the question. - Randomize Order — Shuffle the answer order to reduce position bias. - Sub Heading — Add extra context below the question. - Follow-up questions — Ask a targeted follow-up based on the answer selected. Viewing CSAT Results Go to the Analytics tab on your survey to see a breakdown of responses by satisfaction level, including response counts, percentages, and revenue metrics like AOV and Total Sales per option. Need Help? If you have any questions about CSAT, reach out to us via live chat and we'll be happy to help.
Email questions let you collect a customer's email address as part of your survey. This is especially useful for App Block and Popup surveys where the visitor may not be logged in or identified. When to Use It - Lead capture — Collect email addresses from anonymous visitors on your store. - Identify visitors — Link survey responses to a customer record so you can follow up or segment. - Gated incentives — Ask for an email before giving a discount code. How It Works The Email question displays a text input field with email validation. Customers must enter a valid email address format before they can proceed. When an email is collected, all the responses from that survey session are linked to that email address. This means even if the visitor was anonymous when they answered earlier questions, those answers get associated with the email they provide. Why This Matters for Targeting If your survey includes questions that target new or returning customers, the Email question enables that targeting for anonymous visitors. After the visitor enters their email, UserLoop checks their order history in real time. Subsequent questions in the survey can then be shown or hidden based on whether that visitor is a new or returning customer. Without an email question, customer-type-restricted questions are skipped for anonymous visitors. Adding an Email Question 1. Go to Surveys and select your survey. 2. Click the Questions tab, then click Add Question. 3. Select Email from the question type list. 4. Type your question (e.g. "What's your email address?" or "Enter your email for a discount"). Settings - Required — Make the question mandatory. - Allow Skip — Let customers skip without entering their email. - Sub Heading — Add context below the question, such as "We'll send your discount code to this address." Tips - Place it early if you need to identify the visitor for customer targeting on later questions. - Place it last if you want to maximize survey completions without friction — some visitors may drop off at an email request. - Pair with a discount to increase email capture rates. Mention the incentive in the question sub heading. Need Help? If you have any questions about Email questions, reach out to us via live chat and we'll be happy to help.
Follow-Up Questions
Follow-up questions let you ask a targeted follow-up based on which answer a customer selects. They're available on Single Select and Multi Select questions. For example, if a customer selects "Social Media" for "How did you hear about us?", a follow-up could ask "Which social media platform?" to dig deeper into that specific answer. Adding a Follow-Up 1. Click the three-dot menu (...) on any answer choice. 2. Choose a follow-up type: Follow-up menu options 1. Open Ended Followup Question — Asks the customer to type a free-text response as a follow-up. 2. Single Select Followup Question — Shows a follow-up with a new set of single-choice answers. 3. Multi Select Followup Question — Shows a follow-up with a new set of multi-choice answers. How Follow-Ups Work When a customer selects an answer that has a follow-up, the follow-up question appears automatically before moving to the next question in the survey. Each answer can have one follow-up question at a time. Answers with follow-ups are highlighted with a purple background in the editor so you can easily see which answers have follow-ups attached. Editing a Follow-Up Click the three-dot menu on an answer that already has a follow-up, then select Edit Followup Question to open its settings. Follow-up question panel 1. Back to parent answer — Returns you to the parent question's settings. 2. Question — The follow-up question text that the customer will see. 3. Delete this follow up question — Removes the follow-up from this answer. Follow-up questions support their own settings (Allow Skip, Sub Heading, etc.) depending on the follow-up type. See the Question Settings section in Question Types for details on each setting. Need Help? If you have any questions about follow-up questions, reach out to us via live chat and we'll be happy to help.
Targeting
Checkout survey questions have two targeting settings that let you control which customers see each question. These settings are only available on Checkout surveys. Checkout targeting settings Customer Targeting Control which customers see each question based on their purchase history: - All customers (default) — Every customer sees the question. - Only new customers — Only first-time buyers see the question. - Only returning customers — Only repeat buyers see the question. This is useful when you want to ask different questions to different customer groups. For example, you might ask new customers "How did you hear about us?" while asking returning customers "What brought you back?". Product Targeting When enabled, the question is only shown to customers who purchased specific products. You can select one or more products from your store, and the question will only appear when a customer's order includes at least one of those products. This lets you ask targeted feedback questions about particular items. For example, if you launched a new product, you could create a question that only appears for customers who bought that specific product. Combining Targeting Options You can use both Customer Targeting and Product Targeting together. For example, you could show a question only to returning customers who purchased a specific product — useful for tracking how repeat buyers feel about a particular item compared to their previous purchases. Need Help? If you have any questions about targeting, reach out to us via live chat and we'll be happy to help.