TABLE OF CONTENTS




Introduction

In the Questions tab of the Survey Suite, you can see all of the additional questions you have in your system, add new questions, and edit your own questions.




The Guiding Principle

Questions serve as templates that can be reused across various surveys. They not only help in consistently asking the same question but also determine how the question will be presented in reporting. The main idea behind this approach is to encourage careful consideration when creating a question. You should think about what you want to ask, how you plan to report the results, and what actions you intend to take based on the answers received.


While you can make minor textual tweaks to a question, it's crucial to maintain the question's integrity and avoid altering its intended meaning.




Adding & Editing Questions

To add a new question, you have two options:

  1. Click the 'New Question' button in the Questions tab.
  2. Add a widget while editing your survey.


To edit an existing question, select the 'Edit' action from the actions menu in the Questions tab.


When adding questions, it's essential to manage your questions carefully to avoid creating duplicates. We highly recommend reviewing your existing questions in the system before adding new ones.


Keep in mind that certain question types have settings that cannot be changed once they are set. For specific details on each question type and their characteristics, please refer to the Question Types section below.



Reporting Label

The Reporting Label enables you to specify how your question will be represented in reporting. It's important to note that while you can make adjustments later on, it's recommended to maintain the core meaning and integrity of your question.


Please be aware that the Reporting Label cannot be edited while editing a survey. To modify it, you will need to access the Questions tab.



Translations

Translations allow you to provide versions of your question in different languages (for any language enabled in your system). When you add or edit Translations from the Questions tab, they will automatically populate when the question is newly added in a survey. However, questions already added to surveys will not be automatically updated with the latest translations, as they might have slightly deviated from the original question over time.


When you add or edit translations for an existing question while you are editing a survey, these changes do not automatically update the original question in the Questions tab. If you want to make adjustments, you should do so directly in the Questions tab, and then proceed to edit your survey.


A quick and effective way to achieve this is by removing the question from your survey and then adding it again from the list of existing questions. By doing this, the question will incorporate the updated translations and serve as the base for the specified languages in your survey.




Personalising Questions through Merge Tags

You can add 'Merge Tags', representing data belonging to the survey record, to your survey questions. Both for addressing clients (“How satisfied you were our Service Name services?”) and for getting more personal feedback (“How well did it go with Mr Doe - our representative in Columbia?”) For that you need to pick a merge tag and place it in the question label.





Question types

CES

CES stands for "Customer Effort Score." A CES question is used to measure the level of effort customers have to put in when interacting with a business or its products/services.


The question type comes with the following settings:

  • Scale: 1-5 or 1-7. Once a CES question is created, the scale can not be altered.



CSAT

CSAT stands for "Customer Satisfaction Score." A CSAT question is used to measure the level of satisfaction customers have when interacting with a business or its products/services, and is typically used for Transactional touchpoints.


The question type comes with the following settings:

  • Scale: 1-5 or 1-10. Once a CSAT question is created, the scale can not be altered.



Rating

A Rating question is used to measure any question that requires a scale to answer, but does not fit NPS, CES, or CSAT methodology.


The question type comes with the following settings:

  • Any range with the lowest score of 0 and the highest score of 10. 
  • Once a Rating question is created and saved, the scale can not be altered.



Single Line Text

A "Single Line Text" question, also known as an open-ended question or single-line free-text question, is used to gather qualitative feedback from survey respondents.



Additional Comment

An "Additional Comment" question, also known as an open-ended question or multi-line free-text question, is used to gather qualitative feedback from survey respondents. The Additional Comment question is typically used in combination with CES so the respondent can expand on why they're leaving a certain score.



Checkbox

A "Checkbox" question, also known as an multi-choice questions, is used to gather feedback from survey respondents, where the possible options are pre-defined. They are commonly used in combination with CES, CSAT, or Rating questions to gather the reason for the score.




Question to Field Mapping

You are able to map a Question to a Field. When configured, any answer to that question will be stored in the chosen field, as well as being stored under the question as normally would happen. This allows you to use the wider variety of reporting options for data coming from the survey.

  • This feature is only available for 'Radio' and 'Select Box' Questions.

  • Fields available to map to are: Segment (A-5), Country, City, State, Area, and Job Title fields.

  • This feature is applicable to questions used in Survey Suite only.

  • You can only choose to map a question to a Field when creating a new Question.
  • When editing the Question, you are able to remove the mapping, but you can not add it back.
    • Removing the mapping does not update any responses.


This feature is not intended to be used in combination when uploading data into a field that has questions mapped to it.




Permissions

  • Any Admin user can create new questions (either from the Questions tab, or when editing a Survey).
  • The owner of a question, or System Administrators are able to edit and (de-)activate existing questions.




Activating and Deactivating Questions

Deactivating Questions

When you deactivate a question, it will no longer be presented as an option to other users when they are selecting existing questions for their surveys. However, please note that deactivating a question does not remove it from surveys where it has already been used.



Activating Questions

If you decide to activate a question again, it will become available for other users to choose and use in their surveys once more. This way, you can easily manage the availability of questions without permanently deleting them from existing surveys. Questions are activated by default, allowing for immediate use.




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