The Survey Builder allows you to edit your survey(s): you can change the wording, upload a new banner, edit your footer information, and even add and remove questions. Depending on your platform setup, you will find it in the menu either under Admin or Setup or embedded in the Delivery Manager (under Setup).
Beware: all changes to the survey take immediate effect once you save them. So be careful when using this functionality for live surveys!
Here's an overview of the Survey Builder options - we'll go into more detail about each option below.
1) The different types of survey: Regular Survey, Anonymous Survey, Unsubscribe Survey
These three tabs allow you to navigate between your regular survey(s), your 'Anonymous Survey' if you have one, and the Unsubscribe pages. An Anonymous Survey is a survey link (URL) which can be shared and completed without uploading any data about the customer. If you don't have an Anonymous Survey in your system you can ignore this tab. The Unsubscribe pages, however, are very important: in most countries/districts you are legally obliged to include an Unsubscribe option in your survey invitation email, so you must ensure that the Unsubscribe pages are correctly in place.
2) Upload Survey Logo
Using the Upload Survey Logo option, you can upload a default banner which will be used for all your survey pages. (Below we will discuss how to upload different banners if you have multiple surveys.)
Clicking the Upload Survey Logo option will open the File Uploader. Click on the Upload option:
Select the correct file from your computer's folder, open it into the File Uploader and double-click it to add to the survey. Please note: your banner should be 680px in width and max 90px in height. If you upload a banner which is higher than 90px, the system will reduce the size of the banner as whole in order to make it fit. This will result in your banner being narrower than intended.
Please note: if you have multiple surveys and want them to have different logos, you can add the 'Survey Logo Widget' inside the survey builder. You can then supply your own link to the logo image or alternatively ask your CSM to provide the link for you. Please do not attempt to use the general 'Upload Survey Logo' option in order to edit the logo for just one individual survey!
3) Configure Survey
In Configure Survey, you can edit your survey header title, which will be shown in your customer's browser tab - we recommend you use your company name.
You can also set up a default survey footer which will show up at the bottom of each survey page. Make sure you use the link icon to include the correct URLs in your footer. You should include at least your company website here, and you may wish to include a link to your Privacy Statement or T&Cs.
Finally, on this page you should set up the error message that will show if a customer attempts to access a survey which they have already completed. Make sure you fill out the error message for all languages in which you survey your customers.
4) Editing your Survey
In the Edit Survey view you can change the wording of your survey questions, and you can add/remove widgets. Be careful when editing live surveys, as any saved changes will take immediate effect. So if you delete the NPS question widget and save this change, and your customer subsequently opens the survey, they will not be able to give you an NPS score!
Some of the widgets have a maximum count per survey, like the NPS Question widget. Remember: the shorter a survey, the higher your response rate. So avoid adding all these widgets to a single survey!
You can find a list of all the Survey Builder widgets here.
5) If you have multiple languages
If your survey has multiple languages, you can edit the text within the same survey view. Simply use the language drop down menu at the top of the survey page:
You can also include 'language flags' on the survey itself, so that your customers can switch to a different language if desired. From the main survey group overview, you can select the flag icon and tick the language flags you wish to display.
The language flags will be visible to your customer on the survey:
Please note: Make sure you only tick languages for which you have actually completed all the survey widgets! If for example you tick "Spanish", this flag will appear on the survey for your customer to choose - if you have not entered any Spanish-language labels in the widgets, your customer will see an empty survey page.
Tips for multi-language surveys:
- You need to use the Footer Widget, because the default footer can only be set in a single language.
- Each survey page can only have one logo - you cannot show a different logo per language in a multi-language survey.
- Don't forget to include a survey error message in all languages, in the Configure Survey view (see point 3).
- You need to ensure that the unsubscribe link is in place, in all active languages (see point 5).
See file below for best practice on adding survey logos to your system (resizing, position) - revision May 2015.