What are some best practices for Thumbs surveys?

Thumbs surveys are one of the most simple and effective methods for collecting quick customer feedback. With that in mind, Thumbs surveys are not always a great solution for every use case, and certain customizations to Thumbs surveys can lessen their effectiveness. In this section, we'll walk through a handful of best practices to help ensure you're rolling out Thumbs surveys as successfully as possible!


Avoid complex questions

Thumbs offers a powerful solution for distilling overly complex feedback programs into a simple rating scale with just two clear options. Coupling Thumbs with a concise, easily understood question is the best bet for collecting clear, actionable feedback. With that in mind, be sure to avoid complicating the survey question to the point where the Thumbs Up/Thumbs Down options don't provide the nuance the question demands.

Here's an example of a question that would be a bad fit for Thumbs:

What's wrong with this question? First and foremost, the subject of the survey isn't clear. What if we had a great experience purchasing Hem & Stitch products online, but our outreach with Hem & Stitch support was subpar? In this instance, the binary options for responding - Thumbs Up/Thumbs Down - don't offer the granularity the question demands.

To better pair the question with the Thumbs scale, we might rephrase the question to:

The key differences in the above question include a:

  • Hyper-focused question
  • Uncomplicated point of focus
  • Clear mapping of the question to the Thumbs

With a more focused, clear-cut question, the customer's path towards a response becomes more effortless and intuitive. The best possible question with Thumbs is one where the binary options, Thumbs Up/Thumbs Down, appear to be the only possible ratings that make sense. The net result of a simple, concise question? Higher response rates, resulting in more and more feedback reaching your dashboard.


Align the question and scale

Mapping the survey question to the Thumbs scale is critical to avoid end-user confusion when reviewing the survey. Lets take the following question as an example:

The Thumbs don't pair well with this question for a number of reasons:

  • Does the Thumbs Down indicate we didn't purchase the clothing? That we were disappointed with the experience?
  • Does the Thumps Up suggest that we were super satisfied with our experience? Or that we ended up with clothes we enjoyed?

To more strategically frame a Thumbs question, try to develop the phrasing where one pair of the following answer options would work:

  • No / Yes
  • Dislike / Like
  • Unhappy / Happy

If the question you're putting together wouldn't fit with any of the above answers, it's probably not a good fit for Thumbs!

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