Relationship surveys show you at a high level where your customer experience needs improving and where you are doing well in your business. They ask customers to rate you based on their overall experience rather than on a specific product or service.
The most popular and well-known relationship survey is the NPS survey.
Relationship NPS surveys
The NPS system, created by Fred Reichheld from Bain & Company in 2003, uses a simple, standard question to measure customer loyalty and advocacy: How likely are you to recommend [company] to a friend? That Net Promoter question is followed by an open form comment box so customers can elaborate on their answer.
NPS surveys provide the high-level perspective that defines the standard relationship survey. Sent on a regular schedule, NPS surveys generate a metric you can monitor over time to ensure your company is delivering a continually improving customer experience. Beyond the metric, relationship surveys also drum up helpful open-ended feedback from customers — offering clarity into what initiatives correlate to strong brand loyalty, and where that loyalty is faltering.