TABLE OF CONTENTS:


Introduction

Now that you've learned how to get started with the Survey Suite and how Surveys work in CustomerGauge, it's time to create your survey, or edit a survey already present in your system.


Creating a New Survey

When clicking the 'New Survey' button you'll start a step-by-step process to create a new survey.

  1. Survey Type: You can choose between Campaign Surveys or Pop-up Surveys
  2. Branding: You can choose any of the Brandings in your system to apply on your Survey.
  3. Languages: You can choose one or more languages that you want your Survey to be presented in. A list of all supported languages in CustomerGauge Surveys can be found here.


  1. Survey Name: The name of the Survey is displayed at the top-left of the page and can be edited by clicking the pencil icon.
  2. Surveys button: The Surveys button takes you back to the Survey Suite overview.
  3. Save button: The Save button allows you to save your changes. These will be reflected on the live survey immediately.
  4. View button: The View button allows you to get a preview of your survey, without needing to upload data to send a survey record.
  5. Tabs: The tabs allow you to switch to the different sections of your Survey setup. Each is described in detail below.


Editor tab


The Editor tab is where you can create and modify your survey questions, and manage the overall survey structure.

  • Language Selection: You can choose which language to edit your survey in. All of the languages enabled on the survey will be available.
  • Page indicator: This shows which page will be displayed below the line break.
  • Add Widget: Clicking the Add Widget button will bring up a pop-up where you can select the widget you want to add. Depending on the widget, there may be additional steps to complete before it can be added to your survey.
  • Widget Actions: 
    • Edit widget: You can edit a widget by selecting the actions button (three dots) when hovering over that widget. Each widget has its own relevant actions — more about the settings available for each widget can be found below.
    • Move widget: When clicking the Move widget action all available slots to place the widget will light up. Simply click one of the blue areas to drop the widget in that position. Some widgets interact with each other; we recommend to keep the NPS widget before the NPS Drivers, NPS Comment, and Follow-up widgets.
    • Remove widget: To remove a widget, click on the Remove widget action. You must always keep at least one widget on each page.
  • Footer: You can modify the footer by hovering over it and clicking the actions button (three dots), then selecting 'Translations'. This allows you to manage the translations of the footer in all enabled languages. You don't have to change every footer area on your Survey; if you change one footer, it changes all the footers in the Survey you're editing.
  • Thank You Page: The final page of the survey is the Thank You Page, where you can thank your customers for their feedback. No widgets can be added to this page, but you can edit the translations by hovering over it and clicking the actions button (three dots).


Widgets


In this section we'll highlight each widget you can add to your Survey, along with any information you need to know when using them.


NPS

The NPS widget allows you to ask your customers how likely they are to recommend you, and populates the NPS Reporting.

  • The NPS widget is always mandatory.
  • You can add Translations for the NPS question label, Lowest score label, Highest score label, and the Mandatory error message.
  • Limit: 1 per Survey


Pro-tip: Position this widget before the NPS Drivers, NPS Comment, and Follow-up widgets.



NPS Drivers

The NPS Drivers widget allows you to ask your customers the reason for their NPS score, and populates the Drivers Reporting.

  • The labels in Drivers are populated through the Drivers Editor. Changes in the Drivers Editor will be reflected in all Surveys.
  • This widget requires at least 1 Driver to Display to be selected when saving the Survey. Remove the widget if you do not wish to ask this question.
  • This widget can be on the same page as the NPS question, but we recommend putting the widget on a later page. The context of the Drivers change based on the NPS score, which could influence the score a respondant gives.
  • Limit: 1 per Survey


Pro-tip: Position this widget after the NPS question.


NPS Comment

The NPS Comment widget allows you to ask your customers for a more descriptive reason of their NPS Score, and gets reported under NPS Comments reporting. The response of this widget can be translated, and Topics can be found through Text Analytics.

  • The response of this widget can be translated to English. This is a purchased add-on.
  • Comment Sentiment and mentioned Topics can be found through Text Analytics and Sentiment Analysis. This is a purchased add-on.
  • Limit: 1 per Survey


Pro-tip: Position this widget after the NPS question. This can be on the same page, or the page after the NPS question.


Follow-up

The Follow-up widget allows you to ask whether your customers want to be followed up with. This question can be used to trigger New Response Alerts in Workflow Rules, and will be indicated on the Survey Record Page.

  • This widget is displayed to Promoters and Passives only. It's considered best practice to follow-up with any Detractor.
  • Limit: 1 per Survey


Pro-tip: Position this widget after the NPS question. This can be on the same page, or the page after the NPS question.


Customer Effort Score

The Customer Effort Score widget allows you to gauge how much effort a certain action took. This question is best used in Transactional Surveys, such as at the end of a Support Ticket or online purchase. You can report on the Customer Effort Score questions using the 'Additional Score' Reporting.

  • When adding this widget, you'll be able to choose CES questions already present in your system. When choosing an already present question, any answers given to this question will be reported under the question you chose, even if you change the translation to something else. We highly recommend not changing the meaning of a question when using questions already present in the system.
  • Limit: 1 per Survey.


Pro-tip: We recommend using only one scale (NPS or CES) question in a survey. Combining multiple scale questions in the same Survey can cause a confusing user experience and has no added benefit for your actionable insights.


Additional Comment

The Additional Comment widget allows you to ask any additional free-form text question. This question is best used to ask the reason for giving a CES score, and can be reported on using the Additional Comment Reporting.

  • When adding this widget, you'll be able to choose Additional Comment questions already present in your system. When choosing an already present question, any answers given to this question will be reported under the question you chose, even if you change the translation to something else. We highly recommend not changing the meaning of a question when using questions already present in the system.
  • Limit: 5 per Survey.


Pro-tip: We recommend limiting the use of Additional Comments or even avoiding them altogether. Short surveys yield better results and a single Additional Comment question can provide valuable feedback without overwhelming your respondents.


Custom Text

The Custom Text widget allows you to add text, such as a welcome message, to your survey.

  • Limit: 1 per Survey.


Details tab

Branding

The Branding section allows you to choose another one of the Brandings from your system to apply on your Survey. You can use a Branding that you've created, or those that have been created by other users in your system . Only System Administrators and the Owner of a Branding will be able to make changes to a Branding - keep that in mind if you choose to use a Branding that you are not the Owner of.


Languages

In the Language section you can add or remove languages from your Survey. A list of all supported languages in CustomerGauge Surveys can be found here. If you add a language, make sure to add Translations to your widgets. Removing a language from your survey will remove the Translations from the widgets as well (if you remove a language and add it again, the translations will be lost).



Distribution tab


The Distribution tab is only available for Pop-up Surveys and allows you to obtain the code snippet needed to embed the Pop-up Survey in your web application or website. You can read more about Pop-up Surveys and how to manage them here.


Preview Page


You can access the Preview Page button by clicking on the 'View' button after saving your survey. This will allow you to see what your survey looks like, and you can interact with the questions, without needing to trigger a survey send. You can toggle between Desktop, Tablet, and Mobile view to mimic the responsiveness of your Survey.