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Gainsight Inc.

Use Multi Question Survey

This article explains the procedure to create a Multi Question Survey Engagement.

Overview

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:

  1. From the left pane, click Engagements.
  2. Click Create to build a new engagement
  3. Click the Survey icon.
  4. From the Survey options, click the Multi-Question Survey icon.
  5. Click Create.

You can build the Multi Question Survey using the following steps:

  1. Audience
  2. Templates
  3. Editor
  4. Schedule
  5. Launch

Audience

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:

MQ Simple.jpeg

Advanced Behavioral Rules

For Advanced Behavioral Rules, choose Users, Account, Product Mapper:

MQ Adv.jpeg

Templates

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:

  1. Navigate to the Templates section.
  2. 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.

 

  1. From the Saved Templates, Default Templates or Recently Used tab, select a template.

templates.png

  1. Select individual steps or all the steps from a template, if you opted to configure the survey engagement with a single question per step.

step picker.png

  1. Click Use

Editor

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. 

Step Settings

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_ques_one_response.PNG

  • Multi-option selection in Multi choice question

multi_ques_multi_response.PNG

  • Open text question

multi_ques_open_text.PNG

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.

MQS Engagement.jpg

Engagement Settings

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. 

multi_ques_settings.PNG

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.

landscape.jpg

  • Portrait: This option places the answers below the respective questions.

Portrait.jpg

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

css.jpg

Preview

Use the 'eye' icon to review your engagement on the target application. Ensure the appropriate tag is installed.

multi_ques_preview.PNG

Schedule

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.

Schedule.png

Launch

This section gives you an overview of the configurations for your engagement and validates them automatically. Click Launch to launch the engagement.

Launch.png

For frequently asked questions, refer to the Surveys FAQs article from the Additional Resources section.

Additional Resources

Surveys FAQs
Anatomy of Engagements
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