Survey Design

Multiple Choice

The Multiple Choice question allows you to add a list of multiple answers as options. This enables participants to select one answer from the list of multiple answers added in the survey Design page.

To add a Multiple Choice question type:

1. Click + in the bottom-right of the Design page.
2. Select the Question option.
3. Select Multiple Choice as a question type.
4. Enter the following in the question:
   1. Question Title: Type the title of a question visible to the survey participants.
   2. Add Image (Optional): Add an image to be displayed as part of the question.
   3. Enter the Option Here: Type the list of the answers as options.
      • Click + to add another blank answer option.
      • Click X to remove an added option.
      • Click and hold 6 dots icon right to an answer option to move it to another position to arrange/rearrange them in a specific order.
   4. Select the following options as required:
      • Mark as Internal: Enables you to add internal questions for internal teams to respond to. These questions are not visible in the survey for the participants. Selecting this option disables the Answer Required checkbox. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
      • Active: On selecting this, the question is displayed in the survey to the participants.
      • Required: On selecting this, participants must answer the question to submit survey.
      • Control Type: You can select one of the control types for the answer options. Available options include:
        • Radio: Participants can select only one option as their answer. The list of options appear below the question.
        • Checkbox: Participants can select more than one option as their answer. The list of options appear below the question.
        • Drop Down Single Select: Participants can select one option from a list that appears when they click the answer field.
        • Drop Down Multi Select: Participants can select multiple options from a list that appears when they click the answer field.
      • Answer Scoring:  This is to assign each answer a weighted score. This is only available with the Radio Control Type.
      • Add “Other” Option: Enables participants to select “Other” as their answer.
        • Other Label: You can change the display name of the “Other” option.
      • Layout: Vertical or Horizontal can be selected to display the answers to participants accordingly.
      • Flattening Label: You can enter the display label for this question that can be used for the Survey Flattening feature.
      • Allow Comments: Enables participants to include free form text with their answer.
        • Comment Label: Display name in the comments box.
      • Make Comment Mandatory: Select this to make a comment mandatory.
        Note: If you enable this option, the respective question also becomes mandatory to answer.
5. Click PREVIEW to see preview of the question and its configuration in a new tab. You have three options to see previews in the Desktop, Tablet, and Mobile modes. For more information, refer to the Preview section.
6. Click ✓ at the bottom-right of the page to save the question and its configuration.

NPS®

The Net Promoter Score® (NPS®) question type is a scoring model for measuring customer satisfaction. This type of question asks respondents to rate the product or service on a scale of 0 to 10, and then divides respondents into Promoters, Passive, and Detractors. Only 1 NPS® question can be added to a survey.

To add a NPS® question type:

1. Click + at the bottom-right of the Design page.
2. Select the Question option.
3. Select NPS® as a question type.
4. Enter the following in the question:
   1. Question Title: Type the title of the question visible to survey participants. By default, the question is “How likely is it that you would recommend us to a friend or colleague?” You can edit the text while configuring the question.
   2. Add Image (Optional): Add an image to be displayed as part of the question.
   3. Select the following options as required:
      • Active: On selecting this, the question is displayed in the survey to the participants.
      • Required: On selecting this, participants must answer the question to submit survey.
      • Flattening Label: Display label can be entered for this question to be used as part of the Survey Flattening feature.
      • Allow Comments: Enables participants to include free form text with their answer.
        • Comment Label: Display name in the comments box.
      • Make Comment Mandatory: Select this to make a comment mandatory.
        Note: If you enable this option, the respective question also becomes mandatory to answer.
      • Show Smileys: On selecting this, it displays a color scale and smiling/frowning faces with the NPS® scale. This option disables the Show Neutral option.
      • Show Neutral: On selecting this, it displays a “Neutral” label above the middle of the NPS® scale.
5. Click PREVIEW to see preview of the question and its configuration in a new tab. You have three options to see previews in the Desktop, Tablet, and Mobile modes. For more information, refer to the Preview section.
6. Click ✓ at the bottom-right of the page to save the question and its configuration.

CSAT

The CSAT is a direct question to measure Customer Satisfaction. It asks respondents to rate a product, process, or service by selecting the labels on a scale of 1 to 5, and divides the respondents into Promoters, Passive, and Detractors. 

The default labels and scores are as follows: 

• Very Dissatisfied (1) 
• Dissatisfied (2) 
• Neutral (3) 
• Satisfied (4) 
• Very Satisfied (5)

Notes: 

• You can change the labels as required.
• You can add multiple CSAT questions to a survey.

To add CSAT questions to the survey:

1. Click + at the bottom-right of the Design tab.
2. Select the Question option.
3. Select CSAT as the question type.
4. In the Question title field, enter the question that is displayed in the survey.
5. (Optional) In the Add Image option, upload an image to be displayed with the question.
6. In the Settings section, select the following options as required:

• Active: When checked, displays the question in the survey.
• Required: Marks the question as mandatory to submit the survey.
• Matrix Question: Select to add a subquestion to the CSAT question.
  Note: Once you select the Matrix Question option and save it, this action cannot be reversed.

  • Subquestions: Enter a subquestion or item for participants to rate. You can also perform the following actions to a subquestion:

    • Click the plus icon to add another subquestion.
    • Click the X icon to remove the subquestion. 
    • Click and drag the six-dots icon to reorder the subquestion.
• Layouts: Select the format for the labels - Radio(Score), Radio(Text), or Star.
• Reverse Order: Select to display labels in reverse order. This option is visible only when you select Default or Radio(Text) layout.
• Flattening Labelb Enter the Flattening display label for this question. For more information on Survey Flattening, refer to the Survey Flattening article.
• Allow Comments: Select to allow participants the option to include free form text with the answer.
• Comment Label: Change the display name of the Comments field.
• Make Comment Mandatory: Select to make a comment mandatory.
  Note: Enabling this option marks the respective question also as mandatory.

7. Once the questions and subquestions are configured, you are can perform the following actions:

• Click PREVIEW to view a preview of the question and its configuration in a new tab. You can preview the question in three modes -  Desktop, Tablet, and Mobile. For more information, refer to the Preview section.
• Click ✓ from the bottom-right of the page to save the question and its configuration. 
• Click + from the bottom-right to add another question.

Star Rating

You can add a Star Rating question. This enables respondents to rate a response to your question with number of Stars. You can configure the question in a scale of either 3, 5, 7, or 10 stars.

To add a Star Rating question type:

1. Click + at the bottom-right of the Design page.
2. Select the Question option.
3. Select Star Rating as question type.
4. Enter the following in the question:
   1. Question Title: Type the title of the question visible to survey participants.
   2. Add Image (Optional): Add an image to be displayed as part of the question.
   3. Select the following options as required:
      • Mark as Internal:  Enables you to add internal questions for internal teams to respond to. These questions are not visible in the survey for the participants. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
      • Active: On selecting this, the question is displayed in the survey to the participants.
      • Required: On selecting this, participants must answer the question to submit survey.
      • Number of Stars: You can select a 3, 5, 7, or 10 stars scale. 3, 5, 7, and 10 stars enable participants to select 1 out of 3, 5, 7, 10 scale respectively.
      • Flattening Label: Display label can be entered for this question to be used as part of the Survey Flattening feature.
      • Allow Comments: Enables participants to include free form text with their answer.
        • Comment Label: Display name in the comments box.
      • Make Comment Mandatory: Select this to make a comment mandatory.
        Note: If you enable this option, the respective question also becomes mandatory to answer.
5. Click PREVIEW to see preview of the question and its configuration in a new tab. You have three options to see previews in the Desktop, Tablet, and Mobile modes. For more information, refer to the Preview section.
6. Click ✓ at the bottom-right of the page to save the question and its configuration.

Ranking

The Ranking question type asks respondents to compare items to each other by dragging and dropping them in order of preference. The following image shows a ranking question from the survey participant’s view.

To add a Ranking question type:

1. Click + at the bottom-right of the Design page.
2. Select the Question option.
3. Select Ranking as a question type.
4. Enter the following for the question:
   1. Question Title: Type the title of the question visible to survey participants.
   2. Add Image (Optional): Add an image to be displayed as part of the question.
   3. Enter the Option Here: Type the list of the answers as options.
      • Click + to add another blank answer option.
      • Click X to remove an added option.
      • Click and hold 6 dots icon right to an answer option to move it to another position to arrange them in a specific order.
   4. Select the following options as required:
      • Mark as Internal: Enables you to add internal questions for internal teams to respond to. These questions are not visible in the survey for the participants. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
      • Active: On selecting this, the question is displayed in the survey to the participants.
      • Required: On selecting this, participants must answer the question to submit the survey.
      • Flattening Label: You can enter the display label for this question for the Survey Flattening feature.
      • Allow Comments: Enables participants to include free form text with their answer.
        • Comment Label: Display name for the comments box.
      • Make Comment Mandatory: Select this to make a comment mandatory.
        Note: If you enable this option, the respective question also becomes mandatory to answer.
5. Click PREVIEW to see preview of the question and its configuration in a new tab. You have three options to see previews in the Desktop, Tablet, and Mobile modes. For more information, refer to the Preview section.
6. Click ✓ at the bottom-right of the page to save the question and its configuration.

Matrix

The Matrix question type is a 2-dimensional version of the Multiple Choice question type. This type of question is arranged like a table, where the questions are listed on the left and answer choices across the top. This question type enables participants to collect answers to multiple questions in a single frame.

To add a Matrix question type:

1. Click + at the bottom-right of the Design page.
2. Select the Question option.
3. Select Matrix as a question type.
4. Enter the following in the question:
   1. Question Title: Type the title of the question visible to the survey participants.
   2. Add Image (Optional): Add an image to be displayed as part of the question.
   3. Subquestions: Enter a subquestion or item for participants to rate.
      • Click + to add another subquestion.
      • Click X to remove the subquestion.
      • Click and hold the 6 dots icon right to an answer option to move it to another position to arrange them in a specific order.
   4. Answers: Write answers for each subquestion.
      • Click + to add another subquestion.
      • Click X to remove the subquestion.
      • Click and hold the 6 dots icon right to an answer option to move it to another position to arrange them in a specific order.
   5. Select the following options as required:
      • Mark as Internal: Enables you to add internal questions for internal teams to respond to. These questions will not be visible in the survey for participants. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
      • Active: On selecting this, the question is displayed in the survey to the participants.
      • Required: On selecting this, participants must answer the question to submit survey
      • Control Type: You can select one of the control types for the answer options. Available options include:
        • Radio: Participants can select only one option as their answer. The list of options appear below the question.
        • Checkbox: Participants can select more than one option as their answer. The list of options appear below the question.
      • Answer Scoring: This is to assign each answer a weighted score. This is only available for the Radio Control Type.
      • Flattening Label: You can enter the display label to this question that can be used for the Survey Flattening feature.
      • Allow Comments: Enables participants to include free form text with their answer.
        • Comment Label: Display name of the comments box.
      • Make Comment Mandatory: Select this to make a comment mandatory.
        Note: If you enable this option, the respective question also becomes mandatory to answer.
5. 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.
6. 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.
7. Click PREVIEW to see preview of the question and its configuration in a new tab. You have three options to see previews in the Desktop, Tablet, and Mobile modes. For more information, refer to the Preview section.
8. Click ✓ at the bottom-right of the page to save the question and its configuration.

Text

You can add Text question type for open ended questions. This enables participants to write an answer in free form text to the question in the answer text box.

To add a Question of type Text:

1. Click + at the bottom-right of the Design page.
2. Select the Question option.
3. Select Text as a question type.
4. Enter the following in the question:
   1. Question Title: Type the title of question visible to the survey participants.
   2. Add Image (Optional): Add an image to be displayed as part of the question.
   3. Select the following options as required:
      • Mark as Internal: Enables you to add internal questions for internal teams to respond to. These questions are not visible in the survey for the participants. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
      • Active: On selecting this, the question is displayed in the survey to the participants.
      • Required: On selecting this, participants must answer the question to submit survey.
      • Control Type: You can select one of the control types for the answer options. Available options include:
        • Short Text: The default character limit is 50 but you can select an option to configure 30-130 characters.
          • Character Limit: You can select the maximum number of characters, a participant can input their answer. This option is only available for the Short Text Control Type.
        • Long Text: You can configure the number of rows and columns available. The character limit is 4000.
          • Rows: You can select the number of rows, a participant can use for their answer. This option is only available for the Long Text Control Type.
        • Integer: Only whole numbers can be used to answer this question. The character limit is 10.
        • Number: Only numbers can be used to answer this question. The character limit is 10.
      • Flattening Label: You can enter the display label to this question that can be used for the Survey Flattening feature.
      • Text Label: You can enter the required text label. In the following image Description is used as example.
5. Click PREVIEW to see preview of the question and its configuration in a new tab. You have three options to see previews in the Desktop, Tablet, and Mobile modes. For more information, refer to the Preview section.
6. Click ✓ at the bottom-right of the page to save the question and its configuration.

Display Logic

When you select Display Logic for a question, the question will be shown only when the conditions set by you are met. There are five potential display types are available to apply display logic to a question as listed below:

• Question
• Company
• Company Person
• Relationship
• Relationship Person

Note: The survey’s entity type determines which display types are available. You can select the Company and Company Person display types for Company surveys, and Relationship and Relationship Person display types for Relationship surveys.

Question: If you select this option, Display Logic allows you to show/hide a survey question, displaying it only to participants when they select a particular answer option (condition/rule) to an earlier question. This Logic is useful for follow-up questions and can be included on a single page.

For example, you have added the following two questions:

1. Please rate on below scale, How was your product Experience? (Answer scale is 0 to 10)
2. How can we improve your product experience?

You can apply Display Logic to the second question mentioned above. It should now be displayed only to the participants who selected any one of 0 thru 6 answer options in the scale. This configuration is shown in the steps below.

Following are the steps to set this feature for your survey questions:

1. In the Design page, create a survey or select an existing survey to edit.
2. Ensure that you have added all questions, and finalized their order, before applying Display Logic.
3. Select a Question on which you want to apply display logic.
4. Click Add Logic. Add/Edit logic dialog appears.
5. Apply Display Logic configuration to the above use case as shown below:
   1. Select Type as Question.
   2. Select the required previous question on which you want to apply a rule.
   3. Select the answer options of the previous question to make sure that the current question is displayed to the participants who have answered with one of the selected answer options of previous question.
   4. Click + to add multiple rules. Each rule is identified with an alphabet letter.
   5. Change logic between multiple rules in the Expression option. You can see AND logic by default but you can change to OR logic between rules as required.
   6. Click SAVE. The current Survey Question will be displayed to the participants as per the above logic.

Company: If you select this option, Display Logic allows you to show a question to the list of participants that match with the rule filter criteria applied on fields in the Company object. 

Example: You can display the current question to the participants that are part of all your company records with Status Active.

Company Person: If you select this option, Display Logic allows you to show a question to the list of participants that match with the rule filter criteria applied on fields in the Company Person object.

Example: You can display the current question to the participants that are part of all the people records in the Company Person object with Role Admin AND associated to active company records only.

Relationship:  If you select this option, Display Logic allows you to show a question to the list of participants that match with the rule filter criteria applied on fields in the Relationship object.

Example 1: You can display the current question to the participants that are part of all your Relationship records with Status Active.

Example 2: You can display the current question to the participants that are part of a specific Relationship name.

Relationship Person: If you select this option, Display Logic allows you to show a question to the list of participants that match with the rule filter criteria applied on fields in the Relationship Person object.

Example: You can display the current question to the participants that are part of all the people records in the Relationship Person object with Role Admin AND associated to active relationship records only.

Skip Logic

When you apply Skip Logic, it improves the survey experience. After you create your survey questions, you can add Skip Logic on multiple questions to customize them. Based on the respondent’s answer to a question, the respondents can skip over a section containing remaining questions that are not relevant to them.

You can add Skip Logic once you complete adding, ordering, and editing your survey questions. Later you can make changes only after removing Skip Logic. Skip Logic makes the survey process quicker and smoother for your selected respondents.

For example, you have added three Questions named:

1. Please rate on below scale, How was your product Experience? (Answer scale is 0 to 10)
2. How can we improve your product experience?
3. If you could change just one thing about our product/service, what would it be?

You can apply Skip Logic on the first Question to skip second Question for the respondents who will answer with either 9 or 10. Configuration for this use case is shown in the steps below:

1. In the Design page, create a survey or select an existing survey to edit.
2. Ensure that you have added all questions and finalized their order, before applying Skip Logic.
3. Select a Question on which you want to apply skip logic.
4. Click Add Logic. Add/Edit logic dialog appears.
5. Select the tab SKIP to apply the Skip Logic configuration:
   1. Select any successive Question in the order. You cannot select immediate next Question. You can directly select END OF SURVEY to end survey after answering the current Question with configured answers.
   2. Select the answer options of the current question to make sure that the question selected in the previous step is skipped for the respondents.
   3. Click + to add multiple independent skip logics. Each skip logic is identified with an alphabet letter.
   4. Click SAVE.