Designing Surveys

Scope

Covers

• Designing product surveys that answer a specific decision (not “general feedback”)
• Choosing the right audience, sampling, and timing (including “best customers” cohorts)
• Writing clear, unbiased questions and using good scales (CSAT vs NPS guidance)
• Building an instrument that works on mobile (logic, required fields, option visibility)
• Planning analysis and turning results into decisions and follow-ups

When to use

• “Design a customer survey for…”
• “Create an onboarding survey to profile users / separate buyer vs user.”
• “We need a CSAT/NPS/PMF survey.”
• “Draft a cancellation / churn survey.”
• “Help me write survey questions and an analysis plan.”

When NOT to use

• You need deep “why” stories and context (use conducting-user-interviews)
• You need to measure causal impact of a change (use an experiment/A/B test, not a survey)
• Your reachable sample is extremely small (n < ~30) and you need directional insight → interviews may be better
• The topic is high-risk (legal/medical/safety) or requires formal survey science review; involve an expert

Inputs

Minimum required

• Product + target user(s)/segment(s)
• The decision to make (what will change based on the survey) + deadline
• Survey type (e.g., onboarding profiling, CSAT, NPS, PMF, churn, feature discovery)
• Distribution channel(s) (in-product, email, customer success, etc.) + sampling constraints
• Privacy/compliance constraints (what data you can/can’t collect)

Missing-info strategy

• Ask up to 5 questions from references/INTAKE.md.
• If still missing, proceed with explicit assumptions and list Open questions that would change the design.

Outputs (deliverables)

Produce a Survey Pack in Markdown (in-chat; or as files if the user requests):

1. Context snapshot (decision, audience, channel, constraints)
2. Survey brief (goal, target population, sampling, timing, success criteria)
3. Questionnaire (questions with rationale + response types; question IDs)
4. Survey instrument table (copy/paste-ready for building in a survey tool)
5. Analysis + reporting plan (segments, cuts, coding plan, decision thresholds)
6. Launch plan + QA checklist (pilot, mobile QA, bias checks, comms, follow-ups)
7. Risks / Open questions / Next steps (always included)

Templates: references/TEMPLATES.md
Expanded heuristics: references/WORKFLOW.md

Workflow (7 steps)

1) Intake + decision framing

• Inputs: User context; references/INTAKE.md.
• Actions: Clarify the decision, timeline, primary audience, and distribution channel(s). Name the “unknowns” the survey must resolve.
• Outputs: Context snapshot + survey goal.
• Checks: You can state the decision in one sentence (“We are deciding whether to… by ”).

2) Define the audience + sampling plan (who, when, how many)

• Inputs: Context snapshot.
• Actions: Choose primary segment(s) and a sampling frame. Prefer behavior/recency-based cohorts (e.g., “signed up 3–6 months ago and active”) when you need accurate recall.
• Outputs: Sampling plan (in brief) + segment cuts.
• Checks: You can explain why each segment is included and what decision it informs.

3) Choose the measurement design (metrics, scales, prioritization)

• Inputs: Survey goal + audience.
• Actions: Pick the core metric(s) (often CSAT); add 1–2 diagnostic questions that force prioritization (e.g., “pick top 3 barriers”) and frequency/impact weighting.
• Outputs: Measurement plan (metric + diagnostics) + draft question list.
• Checks: Every question maps to a decision, hypothesis, or segment cut; no “nice-to-have” questions.

4) Draft the questionnaire (sections, wording, and logic)

• Inputs: Measurement plan; templates.
• Actions: Write questions using neutral wording, single concepts per question, and consistent scales. Add segmentation/profile questions only if you will use them in analysis.
• Outputs: Questionnaire with question IDs, response types, options, and skip logic notes.
• Checks: No double-barreled or leading questions; completion time target ≤ 3–6 minutes for most surveys.

5) Build the instrument table + QA it (mobile + bias)

• Inputs: Questionnaire draft.
• Actions: Convert to an instrument table for implementation (IDs, types, options, required, logic). Check mobile rendering (all scale points visible) and option order/randomization.
• Outputs: Survey instrument table + QA checklist items.
• Checks: Scale labels are unambiguous; required questions are minimal; “Other (free text)” exists when appropriate.

6) Plan the launch (pilot, comms, monitoring, follow-ups)

• Inputs: Instrument + sampling plan.
• Actions: Define pilot (small n), launch dates, reminders, incentives, and a monitoring plan. If the goal is message validation, consider a behavioral “survey” via ad/landing tests instead of asking opinions.
• Outputs: Launch plan + monitoring metrics (response rate, drop-off, segment mix).
• Checks: You have a plan for low response rate and for closing the loop with respondents.

7) Analysis + report plan + quality gate

• Inputs: Final instrument + goals.
• Actions: Define how you’ll analyze (segments, cuts, coding of open-ended), the decision thresholds, and how results will be communicated. Run references/CHECKLISTS.md and score references/RUBRIC.md. Add Risks/Open questions/Next steps.
• Outputs: Final Survey Pack.
• Checks: A stakeholder can review async and decide “ship / adjust / investigate” without another meeting.

Quality gate (required)

• Use references/CHECKLISTS.md and references/RUBRIC.md.
• Always include: Risks, Open questions, Next steps.

Examples

Example 1 (Onboarding): “Design an onboarding survey to identify the buyer vs user and route leads appropriately.”
Expected: short profiling questions (3–4 screens), clear segmentation fields, and a follow-up plan to avoid irrelevant outreach.

Example 2 (Product friction): “Design a CSAT survey to find the top 3 productivity blockers for active users and how often they occur.”
Expected: CSAT + forced-ranking diagnostics + frequency weighting, plus an analysis plan that yields a ranked backlog of issues.

Boundary example: “We want to know if feature X caused retention to improve—send a survey.”
Response: push back; recommend experiment/instrumentation for causality, and use a survey only for qualitative context (or run interviews).