Start with the decision
Set the goal, moment, and questions before publishing.
Read the feedback guide →Practical guides
Guides for listening better
Straightforward guidance for setting a goal, writing questions, analyzing responses, and choosing what to do next.
8 published pages
Start here
Choose a path forward
Investigate cancellations
Learn what influenced the decision to leave without pressuring the person who canceled.
Read the churn guide →Choose a metric
Start with the decision you need to make and find a practical path.
Choose my metric →Analysis
/analyze-open-ended-responses
How to Analyze Open-Ended Survey Responses
To analyze openended survey responses, read the original language, group recurring themes, and connect each theme to a decision. A useful analysis preserves nuance instead of turning every comment into a count.
Read guideSurvey design
/choose-survey-scale
How to Choose a Survey Scale
Choose a survey scale after defining the decision. A familiar scale is helpful, but consistency and a clear question matter more than chasing a universal “best” format.
Read guideRetention
/churn-survey-guide
Churn Survey Guide: How to Learn Why Customers Leave
A churn survey helps you understand the context behind a cancellation. It does not replace the churn rate; it adds the reasons, language, and moments the number cannot show.
Read guideCustomer feedback
/close-feedback-loop
How to Close the Feedback Loop
Closing the feedback loop means connecting what people told you to what the team does next. It does not mean agreeing to every request or promising a date before the work is understood.
Read guideSurvey design
/feedback-survey-guide
Feedback Survey Guide: From Question to Action
A feedback survey works best when it connects one experience to one decision. Start with the problem you need to understand, keep the questionnaire short, and decide how the answers will be used before you publish.
Read guideSurvey operations
/increase-response-rate
How to Increase Survey Response Rate
To increase survey response rate, reduce uncertainty and effort. Explain why you are asking, keep the flow focused, and send it when the experience is still easy to recall.
Read guideClient feedback
/post-project-feedback-kit
Post-Project Feedback Kit for Client Teams
Use a postproject feedback survey to understand the result, the working process, and what the client needs next. Keep the conversation practical and short enough to complete after delivery.
Read guideSurvey operations
/survey-launch-checklist
Survey Launch Checklist
Use this survey launch checklist before you publish. A few minutes of review can prevent confusing questions, broken links, and a response set nobody knows how to use.
Read guide