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Gainsight Inc.

Add Survey Questions

 

After you configure your survey's properties, you can start to add pages and questions to the survey. We recommend developing your survey questions and deciding which question types to use before you set them up in Gainsight. Once you select a question type, you can't change it.

Survey > Questions

Questions Menu

On the Survey > Questions page, you will see an Untitled Page with the options to view or create:

  1. Question Detail View
  2. Question List View
  3. Preview - Click to preview survey at anytime
  4. Create New Page
  5. Add a New Section
  6. Add Question to page
  7. Edit Page
  8. Delete Page

Question Types

Multiple Choice

1. Question Type: Multiple Choice

Fill out the following fields:

  • Question: This is what the participant will see
  • Choices: Click the green plus sign to add a new choice
  • Allow Comment: Free form text
  • Image: Upload image
  • Comment Label: This will be the label if you allow comments
  • Add Others: Flip to yes if you want to allow answers outside of the list you have provided
  • Other Label: This will be the label if you allow write in answers
  • Single Answer: Flip to yes when only one answer should be selected
  • Active: When checked question will be displayed in the survey
  • Answer Required: Respondent must answer the question to submit survey
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box.

Drop-down

2. Question Type: Dropdown

Fill out the following fields:

  • Question: This is what the participant will see
  • Choices: Click the green plus sign to add a new choice
  • Allow Comment: Free form text
  • Comment Label: This will be the label if you allow comments
  • Image: Upload image
  • Add Others: Flip to yes if you want to allow answers outside of the list you have provided
  • Other Label: This will be the label if you allow write in answers
  • Single Answer: Flip to yes when only one answer should be selected
  • Active: When checked question will be displayed in the survey
  • Answer Required: Respondent must answer the question to submit survey
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box.

NPS

An NPS (Net Promoter Score) question is a scoring model for measuring customer satisfaction. It asks respondents to rate your product or service on a scale of 0 to 10, and then divides respondents into Promoters, Passive and Detractors. Gainsight aggregates responses for each group and displays the net value of the Promoters in NPS Analytics.

3. Question Type: NPS

Fill out the following fields as shown in the image above:

  • Question: This is what the participant will see. The default question is "How likely is it that you would recommend us to a friend or colleague?"
  • Show smiley: if checked, smiling/neutral/frowning faces will appear above the number line
  • Active: When checked, the question will be displayed in the survey
  • Allow Comment (label): This will be the label for the free form comments box
  • Image: (disregard for this question type)
  • Answer Required: Respondent must answer the question to submit survey
  • Show Neutral: Displays the Neutral label in an NPS question. You can clear this checkbox if you do not want the Neutral label in your question. By default, this checkbox is selected.

Note: All question types except for the NPS question type can be marked as internal. In the following image, you can see that the NPS survey question is disabled.

Rating

With rating scale questions, the respondent selects a single rating for your question.

4. Question Type: Rating

Fill out the following fields as shown in the image above:

  • Question: This is what the participant will see
  • Choices: Select 3, 5, 7, or 10 stars scale
  • Allow Comment: Free form text
  • Active: When checked question will be displayed in the survey
  • Image: Upload image
  • Answer Required: Respondent must answer the question to submit survey
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box.

Ranking

The Ranking question asks respondents to compare items to each other by placing them in order of preference.

5. Question Type: Ranking

Fill out the following fields as shown in the image above:

  • Question: This is what the participant will see.
  • Choices: Click the green plus sign to add a new choice
  • Allow Comment: Free form text
  • Comment Label: This will be the label for free form comments box
  • Active: When checked question will be displayed in the survey
  • Image: Upload image
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users.

Short Text

Use Short Text for open ended questions requiring 90 characters or less.

6. Question Type: Short Text

Fill out the following fields as shown in the image above:

  • Question: This is what the participant will see.
  • Text Size: The Input Type can be selected as:
    • AlphaNumeric (30 to 90 characters), Numeric (up to 10 characters), or Text (30 to 90 characters).
  • Active: If checked, question will display in the survey
  • Image: Upload image
  • Answer Required: Respondent must answer the question to submit survey
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box.

Long Text

Use Long Text for open ended questions requiring a longer answer up to 15 rows and 90 columns.

7. Question Type: Long Text

Fill out the following fields as shown in the image above:

  • Question: This is what the participant will see.
  • Text Size: Choose Row and Column size
  • Active: When checked question will be displayed in the survey
  • Image: Upload image
  • Answer Required: Respondent must answer the question to submit survey
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box.

Matrix

A matrix question is a 2-dimensional version of the Multiple Choice question type. It is arranged like a table, where the questions are listed to the left and answer choices across the top.

8. Question Type: Matrix

Fill out the following fields as shown in the image above:

  • Question: This is what the participant will see.
  • Sub Questions: Click the green plus sign to add a new sub question
  • Choices: Click the green plus sign to add a new choice
  • Active: When checked question will be displayed in the survey
  • Allow Comment: Free form text
  • Comment Label: This will be the label for free form comments box
  • Image: Upload image
  • Single Answer: Flip to yes when only one answer should be selected
  • Answer Required: Respondent must answer the question to submit survey
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box.

Use Matrix - Single Answer per row (radio) when a grouping of questions use the same choices and a single answer can be chosen for each question. The rows are the questions and the columns are the possible answers.

Use Matrix - Multiple answers per row (checkboxes) when a grouping of questions use the same choices and multiple answers can be chosen for each question. The rows are the questions and the columns are the possible answers.

Add an Internal Question

When you create a survey, you can add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end users. For more information about how to mark a survey question as an Internal Question, refer to the Create Internal Survey Questions article.

Please see the articles referenced below to learn more about surveys. However if you are following the "How to Build a Survey" article path, we recommend continuing to learn about surveys following the order of articles presented there.

 
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