[{"data":1,"prerenderedAt":354},["ShallowReactive",2],{"content:pages:\u002Fresources":3,"content:glossary:list:terms":35,"content:pages:list:templates":149,"content:blog:list:posts":177,"content:data_authors:list:rows":350},{"id":4,"title":5,"body":6,"canonical":13,"card":13,"cta":13,"description":14,"draft":15,"extension":16,"faq":17,"hero":18,"keywords":22,"locale":26,"meta":27,"mockup":13,"navigation":28,"noindex":15,"og":13,"path":29,"pricing":13,"resource":13,"section":30,"seo":31,"stem":32,"updated":33,"__hash__":34},"pages\u002Fresources\u002Findex.md","Survey resources: terms, templates and calculators",{"type":7,"value":8,"toc":9},"minimark",[],{"title":10,"searchDepth":11,"depth":11,"links":12},"",2,[],null,"Plain-language help for NPS, CSAT, CES, eNPS and ESAT surveys. Look up a term, copy a set of questions or work out a score.",false,"md",[],{"eyebrow":19,"title":20,"lede":21},"Resources","Get your survey questions right","Look up a term, copy a set of questions or work out a score. Everything is free and asks for no email.",[23,24,25],"NPS survey questions","CSAT survey template","survey glossary","en",{},true,"\u002Fresources","resources",{"title":5,"description":14},"resources\u002Findex","2026-10-15","9TdMC1VmjbrWpOVAvmb7EIhnKXbJUgP6pOlVpuICJNI",[36,47,56,65,74,82,90,99,106,113,120,127,134,142],{"path":37,"title":38,"term":39,"short":40,"card":41,"related":42,"updated":46},"\u002Fglossary\u002Fces","What is CES? Customer effort score explained","CES","Customer effort score (CES) shows how easy it was for a customer to finish a task, on a scale from 1 to 7.","How easy it was for a customer to finish a task, on a scale from 1 to 7.",[43,44,45],"csat","nps","event-survey","2026-10-15T00:00:00.000Z",{"path":48,"title":49,"term":50,"short":51,"card":52,"related":53,"updated":46},"\u002Fglossary\u002Fcsat","What is CSAT? The customer satisfaction score","CSAT","Customer satisfaction score (CSAT) shows the share of customers who said they were satisfied with one moment.","The share of customers who said they were satisfied with one moment.",[44,54,45,55],"ces","esat",{"path":57,"title":58,"term":59,"short":60,"card":61,"related":62,"updated":46},"\u002Fglossary\u002Fdaily-limit","What is a daily limit? A cap on event surveys","Daily limit","A daily limit is a cap on how many event surveys, such as CSAT or CES, one person can receive in a day.","The most event surveys one person can receive in a day.",[45,63,64,43],"relationship-cooldown","survey-fatigue",{"path":66,"title":67,"term":68,"short":69,"card":70,"related":71,"updated":46},"\u002Fglossary\u002Fdetractor","What is a detractor? NPS detractors explained","Detractor","A detractor is a person who answers 0 to 6 on the NPS question. They are unlikely to recommend you and may be unhappy.","A person who answers 0 to 6 on the NPS question and may be unhappy.",[44,72,73],"promoter","passive",{"path":75,"title":76,"term":77,"short":78,"card":79,"related":80,"updated":46},"\u002Fglossary\u002Fenps","What is eNPS? Employee Net Promoter Score","eNPS","Employee Net Promoter Score (eNPS) shows how likely your team is to recommend your company as a place to work.","How likely your team is to recommend your company as a place to work.",[44,55,72,81],"detractor",{"path":83,"title":84,"term":85,"short":86,"card":87,"related":88,"updated":46},"\u002Fglossary\u002Fesat","What is ESAT? Employee satisfaction score","ESAT","Employee satisfaction score (ESAT) shows the share of your team who said they were satisfied with one thing.","The share of your team who said they were satisfied with one thing.",[89,43,44],"enps",{"path":91,"title":92,"term":93,"short":94,"card":95,"related":96,"updated":46},"\u002Fglossary\u002Fevent-survey","What is an event survey? Sent after an event","Event survey","An event survey is a survey that is sent when something happens, such as a closed support ticket, instead of on a schedule.","A survey sent when something happens, such as a closed ticket.",[43,54,97,98],"daily-limit","segment",{"path":100,"title":101,"term":102,"short":103,"card":104,"related":105,"updated":46},"\u002Fglossary\u002Fnps","What is NPS? Net Promoter Score explained","NPS","Net Promoter Score (NPS) shows how likely customers are to recommend you, as a number from -100 to 100.","How likely customers are to recommend you, from -100 to 100.",[72,73,81,43,89],{"path":107,"title":108,"term":109,"short":110,"card":111,"related":112,"updated":46},"\u002Fglossary\u002Fpassive","What is a passive? NPS passives explained","Passive","A passive is a person who answers 7 or 8 on the NPS question. They are satisfied but not excited, and they are easy to lose.","A person who answers 7 or 8 on the NPS question and is easy to lose.",[44,72,81],{"path":114,"title":115,"term":116,"short":117,"card":118,"related":119,"updated":46},"\u002Fglossary\u002Fpromoter","What is a promoter? NPS promoters explained","Promoter","A promoter is a person who answers 9 or 10 on the NPS question. They are very likely to recommend you.","A person who gives 9 or 10 on NPS and is likely to recommend you.",[44,81,73],{"path":121,"title":122,"term":123,"short":124,"card":125,"related":126,"updated":46},"\u002Fglossary\u002Frelationship-cooldown","What is a relationship cooldown? A survey break","Relationship cooldown","A relationship cooldown is the time Pulseri waits before it asks the same person for another NPS, eNPS or ESAT survey. The default is 90 days.","The time Pulseri waits before it asks the same person for another survey.",[64,97,44,89],{"path":128,"title":129,"term":130,"short":131,"card":132,"related":133,"updated":46},"\u002Fglossary\u002Fresponse-rate","What is a survey response rate?","Response rate","Response rate is the share of the people you asked who answered the survey, shown as a percentage.","The share of the people you asked who answered the survey.",[64,45,44],{"path":135,"title":136,"term":137,"short":138,"card":139,"related":140,"updated":46},"\u002Fglossary\u002Fsegment","What is a segment? Grouping people for surveys","Segment","A segment is a saved group of people picked by a rule, such as everyone on a paid plan or everyone who joined last month.","A saved group of people picked by a rule, such as everyone on a paid plan.",[44,45,141],"response-rate",{"path":143,"title":144,"term":145,"short":146,"card":147,"related":148,"updated":46},"\u002Fglossary\u002Fsurvey-fatigue","What is survey fatigue? Causes and how to avoid it","Survey fatigue","Survey fatigue is when people stop answering, or answer without care, because they are asked too often or the survey is too long.","When people stop answering because they are asked too often.",[141,63,97],[150,156,161,167,172],{"path":151,"title":152,"description":153,"card":154,"updated":46,"questionCount":155},"\u002Fresources\u002Fces-survey-questions","CES survey questions: a template you can copy","Copy ready-made customer effort score questions with the 1 to 7 ease question plus follow-ups that show what slows people down.","Customer effort score questions: the 1 to 7 ease question and follow-ups that show what slows people down.",4,{"path":157,"title":158,"description":159,"card":160,"updated":46,"questionCount":155},"\u002Fresources\u002Fcsat-survey-questions","CSAT survey questions: a template you can copy","Copy ready-made CSAT survey questions with the 1 to 5 satisfaction question plus follow-ups for support chats, orders and setup.","Customer satisfaction questions: the 1 to 5 rating and follow-ups for support chats, orders and setup.",{"path":162,"title":163,"description":164,"card":165,"updated":46,"questionCount":166},"\u002Fresources\u002Fenps-survey-questions","eNPS survey questions: a template you can copy","Copy ready-made employee NPS questions with the 0 to 10 recommend question plus follow-ups that help your team speak up.","Employee NPS questions: the 0 to 10 recommend question and follow-ups that help your team speak up.",5,{"path":168,"title":169,"description":170,"card":171,"updated":46,"questionCount":155},"\u002Fresources\u002Fesat-survey-questions","ESAT survey questions: a template you can copy","Copy ready-made employee satisfaction questions with the 1 to 5 rating for onboarding, a new tool or a change at work.","Employee satisfaction questions: the 1 to 5 rating for onboarding, a new tool or a change at work.",{"path":173,"title":174,"description":175,"card":176,"updated":46,"questionCount":166},"\u002Fresources\u002Fnps-survey-questions","NPS survey questions: a template you can copy","Copy ready-made NPS survey questions with the 0 to 10 score question and the follow-ups that make answers useful.","NPS questions: the 0 to 10 score question and the follow-ups that turn a score into something you can act on.",[178,193,204,213,221,229,237,245,252,260,267,277,284,294,305,313,324,335,342],{"path":179,"title":180,"description":181,"date":182,"updated":182,"category":183,"tags":184,"author":189,"image":190,"imageAlt":191,"readingMinutes":192},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[185,186,187,188],"alerts","detractors","feedback","scores","farsad","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":194,"title":195,"description":196,"date":182,"updated":182,"category":197,"tags":198,"author":189,"image":201,"imageAlt":202,"readingMinutes":203},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.","Scores and metrics",[44,199,200],"loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":205,"title":206,"description":207,"date":182,"updated":182,"category":183,"tags":208,"author":189,"image":210,"imageAlt":211,"readingMinutes":212},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[187,44,209],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":214,"title":215,"description":216,"date":182,"updated":182,"category":197,"tags":217,"author":189,"image":219,"imageAlt":220,"readingMinutes":203},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[43,188,200,218],"calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":222,"title":223,"description":224,"date":182,"updated":182,"category":183,"tags":225,"author":189,"image":227,"imageAlt":228,"readingMinutes":166},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[226,43,187],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",{"path":230,"title":231,"description":232,"date":182,"updated":182,"category":183,"tags":233,"author":189,"image":235,"imageAlt":236,"readingMinutes":166},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[187,44,234],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":238,"title":239,"description":240,"date":241,"updated":241,"category":197,"tags":242,"author":189,"image":243,"imageAlt":244,"readingMinutes":203},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[43,218,188],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":246,"title":247,"description":248,"date":241,"updated":241,"category":183,"tags":249,"author":189,"image":250,"imageAlt":251,"readingMinutes":166},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[43,187],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":253,"title":254,"description":255,"date":256,"updated":256,"category":183,"tags":257,"author":189,"image":258,"imageAlt":259,"readingMinutes":192},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[226,187,44,43],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":261,"title":262,"description":263,"date":46,"updated":46,"category":197,"tags":264,"author":189,"image":265,"imageAlt":266,"readingMinutes":166},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.",[44,226,187],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":268,"title":269,"description":270,"date":46,"updated":46,"category":183,"tags":271,"author":189,"image":275,"imageAlt":276,"readingMinutes":166},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[272,273,274,234],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":278,"title":279,"description":280,"date":46,"updated":46,"category":197,"tags":281,"author":189,"image":282,"imageAlt":283,"readingMinutes":166},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[44,218,188],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":285,"title":286,"description":287,"date":46,"updated":46,"category":288,"tags":289,"author":189,"image":292,"imageAlt":293,"readingMinutes":166},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[89,290,291],"employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":295,"title":296,"description":297,"date":46,"updated":46,"category":298,"tags":299,"author":189,"image":303,"imageAlt":304,"readingMinutes":166},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[300,43,301,302],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":306,"title":307,"description":308,"date":46,"updated":182,"category":298,"tags":309,"author":189,"image":311,"imageAlt":312,"readingMinutes":166},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[310,185,44,186],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":314,"title":315,"description":316,"date":46,"updated":46,"category":317,"tags":318,"author":189,"image":322,"imageAlt":323,"readingMinutes":166},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[319,320,321],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":325,"title":326,"description":327,"date":328,"updated":328,"category":183,"tags":329,"author":189,"image":332,"imageAlt":333,"readingMinutes":334},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[330,44,43,331],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":336,"title":337,"description":338,"date":328,"updated":328,"category":197,"tags":339,"author":189,"image":340,"imageAlt":341,"readingMinutes":155},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[44,43,54,200],"\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",{"path":343,"title":344,"description":345,"date":328,"updated":328,"category":197,"tags":346,"author":189,"image":348,"imageAlt":349,"readingMinutes":334},"\u002Fblog\u002Fwhat-is-a-good-nps-score","What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[44,347,188],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[351],{"key":189,"name":352,"avatar":353},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908070122]