9 Real NPS, CSAT, Email and On-Page Survey Examples

Ask your customers and audience better questions by learning from these 8 survey examples from top companies.

1. On-page survey from FourMinuteBooks.com

Website: https://fourminutebooks.com/
Survey Type: JTBD (jobs to be done)
Survey Delivery: On-page
Software Used: Right Message

Fourminutebooks On Page Survey Example

On-page survey example from Four Minute Books, a popular non-fiction book summary blog. Appears on-page (in bottom right corner) during browsing session.

Question asks visitors about their motivations for reading book summaries:

What do you need help with at the moment?

Selecting “something else” leads to more options:

Fourminutebooks On Page Survey Example2

All answers lead to a customized opt-in form to download a PDF of a relevant book summary.

Fourminutebooks On Page Survey Example3

2. CSAT survey from Wilko.com

Website: https://www.wilko.com/
Survey Type: CSAT (Customer Satisfaction)
Survey Delivery: On-page
Software Used: Vision Critical

Wilko Csat Survey Examples

Customer Satisfaction (CSAT) survey example from UK household goods ecommerce store Wilko.com. On-page survey appears post-purchase (if customer clicks survey prompt), and includes an NPS question.

Survey takes place over 5 pages with no progress bar or indication of length to the customer.

Starts with a Likert scale question about overall customer satisfaction:

Overall, I was satisfied with my wilko.com experience

Then an NPS question:

How likely would you be to recommend wilko.com to a friend or family member?

Next, an open-ended question about improving customer experience (max 2500 characters):

Please tell us what could be done to improve your experience, please give us as much detail as you can

Wilko Csat Survey Example2

Then, a multiple-choice, closed-ended question about technical issues:

Did you experience any technical difficulties whilst on wilko.com?

Other questions use a rating scale, to rate different website content.

Wilko Csat Survey Example5

And a multiple choice question:

Were you able to do everything you wanted to do when visiting the website?

Wilko Csat Survey Example6

Optional prize draw to win £100 gift card is presented at the end of the survey (and showcased at the start).

Wilko Csat Survey Example4

3. NPS survey from Booking.com

Website: https://www.booking.com/
Survey Type: NPS
Survey Delivery: On-page

Booking Com On Page Nps Survey Example

NPS survey example from Booking.com, the hotel booking giant. Appears on-page above the menu bar during browsing when logged in.

Standard NPS question is used:

On a scale of 0-10, how likely would you be to recommend our website to a friend or colleague?

4. On-page survey from IKEA.com

Website: https://www.ikea.com/us/en/
Survey Type: UX
Survey Delivery: On-page

Ikea On Page Survey Question Example

On-page survey example from IKEA US, the furniture and home furnishing ecommerce. Appears on-page at the end of a search results.

Initial question is a Likert scale question, using a 5-point scale of emoji faces from sad to happy:

What do you think about this search for “product”?

Clicking on a face loads a follow-up question with multiple-choice answers:

Please tell us the main reason for your rating

Ikea On Page Survey Question Example Follow Up

Clicking “Submit comments” leads to a thank you message:

Ikea On Page Survey Question Example Thank You

5. NPS survey from Wistia.com

Website: https://wistia.com/
Survey Type: NPS (Net Promoter Score)
Survey Delivery: Email

Wistia Nps Survey Example

NPS survey example from Wistia, a video software company. Sent to premium customer via email.

Standard NPS question:

“How likely are you to recommend Wistia to a friend?”

6. On-page survey from MasterClass.com

Website: https://www.masterclass.com/
Survey Type: NPS (Net Promoter Score)
Survey Delivery: On-page

Masterclass Nps Example

On-page survey example from MasterClass, an online education platform. Appears on-page after watching a number of video lessons.

Standard NPS question:

“How likely are you to recommend this class to someone like you?”

7. NPS survey from GiffGaff.com

Website: https://www.giffgaff.com/
Survey Type: NPS (Net Promoter Score)
Survey Delivery: Email

Giffgaff Nps

NPS survey example from British cell phone network Giffgaff, using the question:

“Considering your experience with giffgaff, how likely are you to recommend giffgaff to a friend or colleague?”

Standard NPS question with follow-up question targeted to inactive customer:

“Why have you not used your phone?”

Sent via email to active customer.

8. CSAT survey from Eurostar.com

eurostar-nps

Customer Satisfaction (CSAT) survey example from European train company Eurostar, asking:

“How did you feel about your most recent experience on your journey… with Eurostar?”

Closed question, 0 – 10 multiple choice rating with face emojis for context. Sent via email post-purchase after the customer journey was complete.

Website: https://www.eurostar.com/
Survey Type: CSAT (Customer Satisfaction)
Survey Delivery: Email

9. CSAT survey from Healthline.com

Healthline Onpage Survey

On-page NPS survey example from Healthline, a popular health information blog. Appears on-page during browsing session.

Multiple choice question asks visitors if the article they’re reading is helpful (Yes or No):

Was this article helpful?

An NPS question also appears, asking site visitors if they’d recommend Healthline (on a scale from 0 to 10):

Based on this experience, how likely are you to recommend Healthline to a friend or family member?

Website: https://www.healthline.com/
Survey Type: NPS
Survey Delivery: On-page