Best practices for a relational survey

Question

Hi everyone 😊,I’m working on the first relational CX survey for an electricity provider, and I’d love to hear your input.We’ve already included NPS, but we want to expand the survey to better understand what drives satisfaction, trust, and loyalty. We’re also planning to use Driver iQ and Stats iQ in Qualtrics, so any advice on getting the most value from those tools would be really helpful.A few things I’d love your thoughts on:	What questions beyond NPS have worked well for you in relational CX surveys?			How do you use Driver iQ and Stats iQ to uncover key drivers and insights?			What types of analysis have helped turn survey results into business impact?	If you’ve worked on something similar, I’d really appreciate any tips or lessons learned.Thanks so much!

jbk · Answer

You can ask 4 pt scale or 5pt scale for satisfaction, trust and loyalty. And if someone rated low, you can ask additional open text question to identify where it needs improvement

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