Hi @Michele McKenna - I'm late to the party in answering, but I'll throw in my two cents.I developed a comprehensive VOC program at a company I worked for back in the early 2000s - we measured CSAT on a transactional level (support cases), NPS (from the end users as well as executive buyers), and did a semi-annual customer loyalty survey. I've saved all my old assets I used to pitch the program internally as well as the survey questions - I'd be happy to share those if they'd help.@David Ellin makes two great points about the readability of the survey, as well as the knowing what you want to measure. That's spot on - you have to know what you want to get out of a survey so you can structure your questions correctly.I did a presentation last week on building a CX program from scratch - this link will take you to the recap and to a recording of the event...I hope this sparks some ideas for you.
If you'd like to chat 1-1, please shoot me a message and I'll be happy to share any knowledge I can.