Add Survey Questions

Multiple Choice

Fill out the following fields:

• Question: This is what the participant will see
• Choices: Click the plus sign to add a new choice (15 choices max)
• 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.
• Flattened Label: Enter the display label for this question for the Survey Flattening feature.

Drop-down

Fill out the following fields:

• Question: This is what the participant will see
• Choices: Click the 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.
• Flattened Label: Enter the display label for this question for the Survey Flattening feature.

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.

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.
• Flattened Label: Enter the display label for this question for the Survey Flattening feature.

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.

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.
• Flattened Label: Enter the display label for this question for the Survey Flattening feature.

  Ranking

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

• 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.
  • Flattened Label: Enter the display label for this question for the Survey Flattening feature.

  Short Text

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

• 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
  • Input Type: Select Numeric, Text, or AlphaNumeric
  • 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.
  • Flattened Label: Enter the display label for this question for the Survey Flattening feature.

  Long Text

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

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

  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.

  

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

  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.

  Assign Weights to Matrix or Dropdown Question Types

  Admins can assign numerical value/weight for different text-based answer options on Dropdown or Matrix survey questions with Single Answer selected. This option will only be available if the Single Answer checkbox is selected with these question types, otherwise it will be disabled by default. After checking the Single Answer checkbox, the Answer Scoring checkbox can then be checked. When this option is checked, a numerical drop-down box will appear next to each of the question’s answers; this is where the score can be assigned. Survey analytics will calculate the sum and average of the answers. Support Satisfaction questions are a good use case for this feature.

  

  Below is an example of how responses to these questions will appear in Survey Analytics:

  

  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.

  • 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.
  • Flattened Label: Enter the display label for this question for the Survey Flattening feature.
  • 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.
  • Flattened Label: Enter the display label for this question for the Survey Flattening feature.
  • Survey Sections, Pages, Branching, and Question Linking
  • Configure Multilingual Surveys
  • Create Internal Survey Questions