This article explains the procedure to create a Multi Question Survey Engagement.
A Multi-Question survey is a great way to capture user intent as part of user onboarding or collect targeted feedback on specific topics. With Multi Question Survey Engagements, you can create a survey with questions where the respondent can choose one or more answers from the options you define. A Multi Question survey is one of the most structured surveys and the fixed answer options make it easier for your customers to complete the survey.
In Gainsight PX, multi-question surveys can have two types of questions; Multi choice question, Open Text questions, and Rating questions. Multi choice questions allow you to ask a question and also provide a set of answers. Users can select one or multiple answers. An Open question does not provide any options. Users must enter their answers.
Using Gainsight PX universal editor you can create advanced in-app and email experiences to ensure customer satisfaction in your product and deliver a winning product experience.
Create Multi Question Survey
This section explains the procedure to create Multi Question Survey.
To create a new Multi Question Survey:
- From the left pane, click Engagements.
- Click Create to build a new engagement
- Click the Survey icon.
- From the Survey options, click the Multi-Question Survey icon.
- Click Create.
You can build the Multi Question Survey using the following steps:
The audience represents the set of behaviors to use in order to trigger the right experience. Using Gainsight PX you can use basic audience rules such as user signup date or more advanced rules that represent relevant adoption behaviors by using account attributes sourced by your CRM and feature usage rules based on the mapped features and modules.
Simple Onboarding Rules
For Simple Onboarding Rules, choose a specific Audience:
Advanced Behavioral Rules
For Advanced Behavioral Rules, choose Users, Account, Product Mapper:
Gainsight PX provides out-of-the-box templates but you can create your own and reuse these templates.
This section explains the process of selecting templates and creating content for survey:
- Navigate to the Templates section.
- Select the Number of questions per step.
- Select Single to configure the survey engagement with a single question per step.
- Select Multiple to configure the survey engagement with multiple survey questions in a single step. This reduces the number of user clicks required to complete the survey and increases the adoption of the engagement.
You can also include a rating question within a Multi-Question Survey and customize the numerical range, color and shape of all the rating buttons.
Note: This feature is available only when you create multiple survey questions in a single step.
- From the Saved Templates, Default Templates or Recently Used tab, select a template.
Select individual steps or all the steps from a template, if you opted to configure the survey engagement with a single question per step.
- Click Use.
Using the WYSIWYG editor, you can customize the content and look and feel like background color, text, border color and position of your engagement without the knowledge of HTML or CSS.
A Rating survey can have the following steps:
- Multi choice question: This step allows the user to select one or more answers for the question.
- Open text question: This step allows the user to provide suggestions or thoughts or any other feedback about the product or service.
- Dialog: Use this step to offer next steps or provide any perks.
For more information on the Editor section of your engagement, refer to the Anatomy of Engagements article from the Additional Resources section.
Use the Editor tab to customize the look and feel of the survey components like buttons, back ground color, border olor and text color. Also, set the number of responses user can select and more for the survey steps. Some settings are applicable only to the step you selected on the Steps tab.
- One-option selection in Multi choice question
- Multi-option selection in Multi choice question
- Open text question
Support for Additional Steps in a Multi Question Survey
Gainsight PX lets you configure additional dialog steps in a Multi-Question Survey Engagement with numerous survey questions.
Example Business Use Case:
Consider that you want to perform a survey with ten questions and configure multiple questions in a single dialog step. To fit in the content, either the font size of the engagement content is reduced or the dialog size is increased. To avoid this you can configure additional dialog steps by cloning the existing dialog step or adding a new step and have the questions divided (in this case) into two steps.
Configure additional settings for your survey engagement like view type, width and height, background color, footer, overlay and more. These settings are applicable to all the steps.
Use Bar Setting
Show your survey engagement as a banner and make it less intrusive to the user using the View Type section on the Settings tab. You can select the Position for the bar view of the engagement.
Set Orientation for the List of Answers in a Multi-Question Survey
Gainsight PX lets you set the alignment of answers with respect to the question in a Multi-Question Survey Engagement.
The two types of orientation options are as follows:
- Landscape: This option places the answers adjacent to the question.
- Portrait: This option places the answers below the respective questions.
Edit CSS Content
The CSS view is displayed on the fourth tab of the engagement. You can edit CSS content for each step of the engagement separately. This does not apply changes to the entire engagement. The step CSS takes precedence over the engagement CSS.
The following tabs are available under CSS:
- Step: Editable CSS for the selected engagement step
- Survey: Editable CSS for the entire engagement
- Default: Non-editable default CSS
Use the 'eye' icon to review your engagement on the target application. Ensure the appropriate tag is installed.
The dynamic scheduler allow you to specify when the engagement needs to be active and the threshold of how many times a user views a given experience. You can also set the number of times and additional intervals to automatically re-engage your users.
This section gives you an overview of the configurations for your engagement and validates them automatically. Click Launch to launch the engagement.
For frequently asked questions, refer to the Surveys FAQs article from the Additional Resources section.