More Survey Response Options

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3 comments

  • Official comment
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    Francesca Roig

    Hey there!

    At Crewhu, our 3-rating scale is based on behavioral science principles. By simplifying feedback into three clear options, it reduces decision fatigue—something research shows is a common barrier to engagement. This allows customers to provide feedback more easily and consistently.

    Negative feedback is particularly valuable for driving improvement. It identifies specific areas where change is needed, which is essential for continuous growth, so anything that is less than great should be embraced as negative.

    While we currently don’t plan to change the rating system, we suggest using NPS to gain a broader, more reflective view of customer sentiment, complementing the instant and transactional feedback from CSAT.

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    Jon Capella

    It would also give that client that is happy with the service but believes there is room for improvement an option to rank the engineer a 4 out of 5 or 3 out of 4 instead of the neutral 2 out of 3.

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    James Miller

    Whilst more response options would be good, I would also like to see less - 2 options (thumbs up or thumbs down)

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