Free tool Survey question generator for NPS, CSAT and CES

【Intro】
Hi {{first_name}}, thanks for contacting Northwind support. {{agent_name}} helped you with request {{ticket_id}}. Could you answer a few quick questions? It takes about 2 minutes.

Q1. Overall, how satisfied were you with the help you received from our support team? *
    1–5 (1 = Very dissatisfied · 2 = Dissatisfied · 3 = Neither satisfied nor dissatisfied · 4 = Satisfied · 5 = Very satisfied)

Q1a. (If Q1 = 1–3) Sorry to hear that. What could we have done better?
    [Open text]

Q1b. (If Q1 = 4–5) Glad to hear it. What did we do well?
    [Open text]

Q2. Northwind made it easy for me to handle my issue. *
    1–7 (1 = Strongly disagree · 2 = Disagree · 3 = Somewhat disagree · 4 = Neither agree nor disagree · 5 = Somewhat agree · 6 = Agree · 7 = Strongly agree)

Q2a. (If Q2 = 1–3) What made it hard?
    [Open text]

Q3. Which of these influenced your rating most? (choose up to 3)
    ☐ Speed of the first reply
    ☐ My issue was resolved
    ☐ Knowledge of the agent
    ☐ Friendliness
    ☐ Having to repeat myself
    ☐ Finding a way to contact you
    ☐ Other (please specify)

Q4. May we contact you about your answers?
    ☐ Yes
    ☐ No

【Thank you page】
Thank you. Your answers go straight to the team and help us improve.

————————————
* = required
How to score:
- CSAT = ratings of 4 and 5 ÷ all ratings × 100%. Calculator: tapcub.com/tools/csat-calculator
- CES (1–7) = average rating; also report the share of 5–7 (“found it easy”). Calculator: tapcub.com/tools/customer-effort-score-calculator
- Q1: Template wording: CSAT has no single originator.
- Q2: CES 2.0 wording: CEB, The Effortless Experience (2013), with the company name filled in. Higher is better.
Variables (replace in your survey tool):
- {{first_name}} — Customer’s first name
- {{agent_name}} — Name of the agent who handled the case
- {{ticket_id}} — Ticket or conversation number

no,id,type,required,show_if,question_en,scale_min,scale_max,options_en,note
,intro,statement,no,,"Hi {{first_name}}, thanks for contacting Northwind support. {{agent_name}} helped you with request {{ticket_id}}. Could you answer a few quick questions? It takes about 2 minutes.",,,,
Q1,csat,rating,yes,,"Overall, how satisfied were you with the help you received from our support team?",1,5,1=Very dissatisfied | 2=Dissatisfied | 3=Neither satisfied nor dissatisfied | 4=Satisfied | 5=Very satisfied,Template wording: CSAT has no single originator.
Q1a,csat_low,text,no,csat=1-3,Sorry to hear that. What could we have done better?,,,,
Q1b,csat_high,text,no,csat=4-5,Glad to hear it. What did we do well?,,,,
Q2,ces,rating,yes,,Northwind made it easy for me to handle my issue.,1,7,1=Strongly disagree | 2=Disagree | 3=Somewhat disagree | 4=Neither agree nor disagree | 5=Somewhat agree | 6=Agree | 7=Strongly agree,"CES 2.0 wording: CEB, The Effortless Experience (2013), with the company name filled in. Higher is better."
Q2a,ces_hard,text,no,ces=1-3,What made it hard?,,,,
Q3,drivers,multiple_choice,no,,Which of these influenced your rating most? (choose up to 3),,,Speed of the first reply | My issue was resolved | Knowledge of the agent | Friendliness | Having to repeat myself | Finding a way to contact you | Other (please specify),
Q4,contact,single_choice,no,,May we contact you about your answers?,,,Yes | No,
,thanks,statement,no,,Thank you. Your answers go straight to the team and help us improve.,,,,

{
  "generator": "TapCub survey question generator (tapcub.com/tools/survey-question-generator)",
  "language": "en",
  "touchpoint": "support",
  "intro": "Hi {{first_name}}, thanks for contacting Northwind support. {{agent_name}} helped you with request {{ticket_id}}. Could you answer a few quick questions? It takes about 2 minutes.",
  "questions": [
    {
      "no": "Q1",
      "id": "csat",
      "type": "rating",
      "metric": "csat",
      "required": true,
      "question": "Overall, how satisfied were you with the help you received from our support team?",
      "scale": {
        "min": 1,
        "max": 5,
        "labels": {
          "1": "Very dissatisfied",
          "2": "Dissatisfied",
          "3": "Neither satisfied nor dissatisfied",
          "4": "Satisfied",
          "5": "Very satisfied"
        }
      },
      "note": "Template wording: CSAT has no single originator."
    },
    {
      "no": "Q1a",
      "id": "csat_low",
      "type": "text",
      "required": false,
      "question": "Sorry to hear that. What could we have done better?",
      "showIf": {
        "question": "csat",
        "min": 1,
        "max": 3
      }
    },
    {
      "no": "Q1b",
      "id": "csat_high",
      "type": "text",
      "required": false,
      "question": "Glad to hear it. What did we do well?",
      "showIf": {
        "question": "csat",
        "min": 4,
        "max": 5
      }
    },
    {
      "no": "Q2",
      "id": "ces",
      "type": "rating",
      "metric": "ces",
      "required": true,
      "question": "Northwind made it easy for me to handle my issue.",
      "scale": {
        "min": 1,
        "max": 7,
        "labels": {
          "1": "Strongly disagree",
          "2": "Disagree",
          "3": "Somewhat disagree",
          "4": "Neither agree nor disagree",
          "5": "Somewhat agree",
          "6": "Agree",
          "7": "Strongly agree"
        }
      },
      "note": "CES 2.0 wording: CEB, The Effortless Experience (2013), with the company name filled in. Higher is better."
    },
    {
      "no": "Q2a",
      "id": "ces_hard",
      "type": "text",
      "required": false,
      "question": "What made it hard?",
      "showIf": {
        "question": "ces",
        "min": 1,
        "max": 3
      }
    },
    {
      "no": "Q3",
      "id": "drivers",
      "type": "multiple_choice",
      "required": false,
      "question": "Which of these influenced your rating most? (choose up to 3)",
      "options": [
        "Speed of the first reply",
        "My issue was resolved",
        "Knowledge of the agent",
        "Friendliness",
        "Having to repeat myself",
        "Finding a way to contact you",
        "Other (please specify)"
      ],
      "maxChoices": 3
    },
    {
      "no": "Q4",
      "id": "contact",
      "type": "single_choice",
      "required": false,
      "question": "May we contact you about your answers?",
      "options": [
        "Yes",
        "No"
      ]
    }
  ],
  "thanks": "Thank you. Your answers go straight to the team and help us improve.",
  "variables": [
    {
      "token": "{{first_name}}",
      "meaning": "Customer’s first name"
    },
    {
      "token": "{{agent_name}}",
      "meaning": "Name of the agent who handled the case"
    },
    {
      "token": "{{ticket_id}}",
      "meaning": "Ticket or conversation number"
    }
  ]
}