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Glossary

Survey & research glossary

Plain-language definitions for the terms you'll run into designing and analyzing surveys.

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Nonresponse bias

Distortion that occurs when the people who don't respond to a survey differ systematically from those who do, skewing the results.

NPS

Net Promoter Score - a loyalty metric from 0-10 "how likely are you to recommend us" question, calculated as the percentage of Promoters minus the percentage of Detractors.

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Use terms carefully

Clear definitions improve survey decisions

Terms such as anonymous, representative, significant, confidential, compliant, and secure carry specific expectations. Use them only when your survey method and implementation actually support the claim.

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Survey guidesMethodology and operating playbooks Research calculatorsSample size, margin of error, NPS, and CSAT Help centerStep-by-step product and administration answers

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