Choose the right feedback response type
Use ratings, NPS, choices, or text depending on the decision you need to make.
Last updated 9 September 2026
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Start with the answer you need
Choose a format that makes the result useful. A rating is easy to compare; text tells you why. Avoid changing the meaning of the question while comparing results over time.
Available choices
Rating: use a five-star, ten-point, or emoji presentation where offered. Label the ends so customers understand which direction is positive.
NPS: ask how likely someone is to recommend your product on a zero-to-ten scale. Use it for recommendation, not as a substitute for every satisfaction question.
Single: let a customer choose one reason or preference from a short list.
Multi: let a customer select several applicable choices. Make it clear that more than one answer is allowed.
Text: invite a short explanation when predefined choices would hide the answer.
Combine formats carefully
For a task-specific check, begin with a rating and follow with “What could we make better?” Keep the follow-up optional in the wording where the experience allows customers to move on. Feedback is deliberately short; use a survey when you need a longer sequence or survey-specific controls.
Review the labels
Use choices that are distinct and understandable without extra explanation. Avoid leading language such as “How much do you love this?” Read the question with each possible answer before publishing. Check how long options wrap in the mobile preview.