The standard Survey Builder widgets are:


Core survey widgets

  • NPS Question
  • Drivers
  • NPS Comment Box
  • Follow-up Question


Other widgets

  • Additional Comment Box
  • Additional Rating Question
  • Customer Effort Score
  • Customer Satisfaction Score
  • Footer Widget
  • HTML Box
  • Input Box
  • Logo Widget
  • Single or Multiple Choice Question



Please find a detailed description of each widget below.



Core survey widgets


NPS Question

The standard 0-10 NPS rating scale - use only this widget for your NPS question as all your NPS reporting will be based on this. Do not use a different rating scale widget for your NPS question.


Drivers

In the Drivers widget, you can set a different root cause question based on NPS score - so you can ask Detractors what was wrong, and ask Promoters what was right. You can also tick the boxes for individual drivers (primary or secondary) to determine which drivers are visible in that particular survey. You can edit the drivers themselves with the Drivers Editor.


NPS Comment Box

This should be your primary comment box, as it is used throughout the tool for various comment views.


Follow-up Question

This is where your customer can indicate whether you should get in touch with them - and provide preferred/alternative contact details. Think carefully about how you phrase this question: if you ask "May we get in touch with you?" and the customers chooses No, you lose your opportunity for Firefighting. Instead, you might ask "Do you want us to get in touch with you?". You can display this widget by customer loyalty category (Promoter/Passive/Detractor).



Other widgets


Additional Comment Box

Use the Additional Comment Box if you want to request extra written feedback from your customers, besides the standard NPS Comment Box. You can show the Additional Comments in the Report Designer, as well as the Customer Details page. You can display this widget by customer loyalty category (Promoter/Passive/Detractor).


Additional Rating Question

The Additional Rating Question widget allows for either a 1-5 or 0-10 rating scale. Once you have received a survey response the rating scale will be fixed so you can no longer switch it, to avoid confusing the results. You can report on the Additional Rating Questions using the Report Designer. Please note: do not use the Additional Rating Question widget as your NPS question - this 0-10 scale is not linked to CustomerGauge's NPS analytics. You can display this widget by customer loyalty category (Promoter/Passive/Detractor).


 

Customer Effort Score

The Customer Effort Score (CES) widget allows for either a 1-5 or 1-7 rating scale. Once you have received a survey response the rating scale will be fixed so you can no longer switch it, to avoid confusing the results. You can report on the Customer Effort Score using the Report Designer.


Customer Satisfaction Score

The Customer Satisfaction Score widget allows for either a 1-5 or 0-10 rating scale. Once you have received a survey response the rating scale will be fixed so you can no longer switch it, to avoid confusing the results. You can report on the Customer Satisfaction Score using the Report Designer. Please note: do not use the Customer Satisfaction Score widget as your NPS question - this 0-10 scale is not linked to CustomerGauge's NPS analytics.

 

Footer Widget

If you have multiple surveys in your platform, and you want different footers per survey, you should add the Footer Widget to each survey page. Any survey page that does not include this widget will show the default footer from the Configure Survey page (see point 3). If you have multiple languages in one survey, you should definitely use this widget, because the default footer can only be set in a single language.


HTML Box

Use this box for any free text, like "Welcome to the survey" or "This is page 1 of 2". You can display this widget by customer loyalty category (Promoter/Passive/Detractor).

 

Input Box

This widget can be used for open questions, where the answer won't require a lot of text. You can display this widget by customer loyalty category (Promoter/Passive/Detractor).


Logo Widget

If you have multiple surveys in your platform, and you want different logo banners per survey, you should add the Logo Widget to each survey page. Any survey page that does not include this widget will show the default logo from the Configure Survey page. Please note that each survey page can only have one logo - you cannot show a different logo per language in a multi-language survey. In this widget, you can add the image link yourself or ask your CSM to provide the link. Please do not attempt to use the general 'Upload Survey Logo' button for an individual survey! That button will update the logo for all surveys in your system.


Single or Multiple Choice Question

This widget allows for a question with preset answers for your customer to choose from. The Dropdown and Radio options both allow only one answer, while the Checkbox option allows your customer to select multiple answers. You can display this widget by customer loyalty category (Promoter/Passive/Detractor).