QuestionPro · Satisfaction survey
Customer satisfaction survey: 15 questions, the right scales and what to do with the answers
A customer satisfaction survey is a few questions sent after a defined moment, such as a support call, a branch visit or an app order, to learn whether the customer was satisfied and why. Below: 15 questions in Arabic and English by goal, scales, timing and reading results, then how the survey runs on QuestionPro CX and what Interkey does in Saudi Arabia.
Orientation
At a glance
The whole page in one table, before the detail.
- Sample questions
- 15 in Arabic and English: overall satisfaction, service, branch visit, digital channels
- Sending channels
- SMS, email, a web link printed as a QR code, and an offline app with kiosk mode
- The platform
- QuestionPro CX; QuestionPro is a technology partner of Interkey
- What Interkey delivers
- Arabic question wording, setup, integration with your systems, follow-up, support from Riyadh
- How it is bought
- QuestionPro licences in Saudi riyals, with Interkey's work as a separate written scope
In short
- What it is: a satisfaction score, an open question and one or two questions about the moment itself.
- What makes it useful: it arrives on time, on the customer's channel, and a named person follows up every bad answer.
- Interkey's part: writing the questions for a Saudi customer, configuring the platform and connecting it to your systems.
What a customer satisfaction survey is, and when it gives an answer you can act on
A CSAT survey asks about one experience, not the whole relationship. "How satisfied are you with your visit today?" gives a branch manager something to act on; "What do you think of us?" gives a number nobody owns. The page on customer satisfaction measurement explains the whole programme; this one is about the survey itself: its questions, scales, timing and how its results are read.
Customer satisfaction survey questions: 15 samples grouped by goal
We wrote these questions ourselves; they are a starting point, not a fixed template. Pick three to five per survey.
| Goal | Question in English | Question in Arabic | Answer scale |
|---|---|---|---|
| Overall satisfaction | 1. Overall, how satisfied are you with [company]? | ما مدى رضاك بوجه عام عن [اسم المنشأة]؟ | 1 to 5 |
| Overall satisfaction | 2. How satisfied are you with the value you get for what you pay? | ما مدى رضاك عن القيمة التي تحصل عليها مقابل ما تدفعه؟ | 1 to 5 |
| Overall satisfaction | 3. How likely are you to keep using our services next year? | ما احتمال أن تستمر في التعامل معنا خلال السنة القادمة؟ | 1 to 5 |
| Overall satisfaction | 4. What is the first thing you would like us to change? | ما أول أمر تود أن نغيّره؟ | Open text |
| Service and support | 5. Was your request resolved today? | هل حُلّ طلبك اليوم؟ | Yes / partly / no |
| Service and support | 6. How satisfied are you with how quickly we responded? | ما مدى رضاك عن سرعة استجابتنا؟ | 1 to 5 |
| Service and support | 7. Did the employee explain the next steps clearly? | هل شرح لك الموظف الخطوات التالية بوضوح؟ | Yes / no |
| Service and support | 8. How easy was it to get your request handled? | ما مدى سهولة إنجاز طلبك معنا؟ | 1 to 5 |
| Branch visit | 9. How satisfied are you with your visit to our [branch] branch today? | ما مدى رضاك عن زيارتك اليوم لفرع [اسم الفرع]؟ | 1 to 5 |
| Branch visit | 10. How long did you wait before being served? | كم انتظرت قبل أن تُخدم؟ | Under 5 minutes / 5 to 15 / 15 to 30 / over 30 |
| Branch visit | 11. Did you find what you came for? | هل وجدت ما جئت تبحث عنه؟ | Yes / partly / no |
| Branch visit | 12. How satisfied are you with the cleanliness and comfort of the branch? | ما مدى رضاك عن نظافة الفرع وراحة المكان؟ | 1 to 5 |
| Digital channels | 13. Were you able to finish what you wanted to do in the app or on the website? | هل استطعت إنجاز ما أردته عبر التطبيق أو الموقع؟ | Yes / no |
| Digital channels | 14. How easy was it to find what you needed? | ما مدى سهولة الوصول إلى ما تحتاجه؟ | 1 to 5 |
| Digital channels | 15. Which part of the app or website gave you trouble, if any? | في أي جزء من التطبيق أو الموقع واجهت صعوبة، إن وُجد؟ | Open text |
Write the Arabic version for a Saudi customer from the start rather than translating word for word, and keep each question about one thing. "Was the employee quick and polite?" asks two things, and when the answer is no you cannot tell which one the customer meant.
How to choose the answer scale in a CSAT survey
| Scale | When it fits | What to watch |
|---|---|---|
| 1 to 5 (stars, smileys or numbers) | Satisfaction with a specific experience (CSAT); the easiest on a phone | Label both ends in words and keep the same direction in every question |
| 0 to 10 | The recommendation question (NPS), measuring loyalty | Do not mix it with the satisfaction scale in one question |
| Yes / partly / no | When the answer is a fact: was the request resolved | "Partly" describes what actually happened |
| Fixed choices | Durations, such as waiting time | Bands that do not overlap or leave gaps |
| Open text | The reason for the score | One optional question is enough |
QuestionPro lists star, smiley and thumbs ratings, NPS ratings and sentiment analysis. Source: QuestionPro features page.
When to send a customer satisfaction survey, and how often
- Right after the moment: the same day, while the experience is fresh.
- Once per moment: a customer who called three times in a week should not receive three surveys. Set a period in which the same customer is not asked again.
- Overall satisfaction at intervals: each quarter or before renewal, not after every transaction.
- At a suitable time: allow for prayer times, the weekend and Ramadan's shifted hours when you set the hour for SMS.
How to read customer satisfaction survey results
A common way to calculate CSAT is the share of respondents who chose 4 or 5 on a five-point scale. QuestionPro describes NPS as a 0 to 10 question where a promoter chooses 9 or 10; the score is promoters minus detractors, from -100 to 100 (QuestionPro NPS page). NPS software covers following up the recommendation question.
Read more
- The trend, not one number: what matters is how a branch's score moves month to month.
- Split before you judge: by branch, channel and language; the overall average hides a branch that is slipping.
- Count the responses: a score from ten answers does not compare with one from a thousand.
- Every bad answer is a case: it needs someone to call the customer, not a line in a report.
How a customer satisfaction survey runs on QuestionPro CX
QuestionPro is a technology partner of Interkey, and the platform is its product. Its features page lists distribution by web link, email, SMS and telephone, an offline app with kiosk mode, and multilingual surveys. The survey's web link can be printed as a QR code at the counter or on a receipt, so the customer answers on their phone before leaving.
Read more
Arabic surveys are shown right to left, and Arabic and English answers are read in the same reports. Open comments are classified by sentiment, and we check that classification against a sample of Arabic comments our team reads before your teams rely on it. Smart Loop workflows then link a bad answer to a follow-up that reaches the person responsible with the comment attached, so every follow-up has an owner and a date.
What Interkey delivers for a customer satisfaction survey
We start with the moments you want to ask after, write the questions in Arabic and English, test the survey on phones, and set up the channels and sending hours. We connect the platform to CRM, support desk and messaging so the survey goes out after the transaction rather than from a manual list; that is part of our system integration work.
Read more
Interkey's team works from Riyadh with Arabic-speaking specialists, and we quote QuestionPro licences in Saudi riyals. Before the first survey we settle where answers are hosted, who sees those linked to customer names and how long they are kept; hosting options are QuestionPro's, confirmed with the vendor against your data classification and data residency rules. Personal data falls under the Personal Data Protection Law, overseen by the Saudi Data and Artificial Intelligence Authority (SDAIA).
Relatedsystem integrationSaudi Data and Artificial Intelligence Authority (SDAIA)
How a satisfaction survey project runs
-
Moments and goal.
We agree the moments, what you want to learn and who follows up a bad answer.
-
Questions and channels.
We write the questions, choose the scale and channel, and you review the wording before approval.
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A limited trial.
One branch or channel; we review the response rate, comment classification and whether follow-ups arrive.
-
Rollout and operation.
Other branches and channels are added, with support from Riyadh.
What determines cost and timeline
Each programme is quoted by scope: platform licensing is QuestionPro's and shown separately, and Interkey's work is a written scope beside it. Cost and timeline depend on the number of surveys, channels and branches, the connected systems and the follow-up workflows; integration usually takes longest. See also the QuestionPro page.
Questions buyers ask about customer satisfaction surveys
What questions should a customer satisfaction survey in Saudi Arabia include?
A satisfaction score for the moment, an open question about the reason, and one or two questions specific to that moment, such as waiting time or whether a request was resolved. Write it in Arabic for a Saudi customer from the start, with an English version for those who need it, and keep it short enough to finish on a phone.
Should a CSAT survey use a 1 to 5 scale or a 0 to 10 scale?
1 to 5 suits satisfaction with a specific experience and is the easiest on a phone. 0 to 10 belongs to the recommendation question that measures loyalty. Do not mix them in one question, and label both ends in words.
How soon after a branch visit or support call should the survey be sent?
The same day where possible. Set a period in which the same customer is not asked again, and allow for prayer times and Ramadan hours when you choose the hour for SMS.
Can customers answer the survey by SMS, in Arabic?
Yes. QuestionPro lists SMS among its distribution channels and lists multilingual surveys, so the link opens the Arabic survey right to left on the phone. The sender name and message text are set during configuration.
Where are customer answers hosted, and can that meet our data residency rules?
Hosting options are QuestionPro's, and we confirm them with the vendor during scoping against your data classification and data residency rules. Before the first survey we settle who sees answers linked to names and how long they are kept.
How much does a customer satisfaction survey on QuestionPro cost, and how long does launch take?
QuestionPro licences are quoted in Saudi riyals on the vendor's terms, and Interkey's work as a separate scope. The launch timeline is estimated per project from the number of surveys, channels, branches and connected systems.
Next
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Next step
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Tell us about your customers, their channels and the moment you want to ask after. We will suggest the questions, scale, channel and how bad answers are followed up.
Or directly
+966-11-2180999 [email protected]Tawuniya Towers, North Tower, 7th Floor, King Fahad Highway, Olaya, P.O. Box 56835, Riyadh 11564, Saudi Arabia