As with accessing a Survey, there are two methods to create a new survey; via the Surveys Menu or via a specific Campaign.
Option 1: Via a Specific Campaign
After accessing the relevant Campaign (see article "Accessing Campaigns"), select “+Edit” from the top right corner.
Select the button “+Add Survey”
Option 2: Via the Surveys Menu
Navigate to the Surveys Menu (see article "Accessing Surveys”)
Select the button “+Add Survey”
How to Create a Survey
This is as simple as it sounds; simply enter an appropriate name for your Survey
Object Select Message
This is where you ask your customer to select a relevant “Object” that you want to capture information on – this could be a store, event, product or even a person. This list will be based on Objects linked to the Campaign your Survey is attached to.
To add questions to your survey, select a question type from the drop down box and click “+Add”.
An overview of each question type is as follows:
- NPS = Net Promoter Score™. This question is a worldwide benchmark used to track satisfaction utilising a standardised question. It can only be asked once in a survey.
- ERS = Ezisay Relationship Score™. These questions allow customers to answer with emoticons which are then calculated into a Score out of 10.
- Comment = allows a customer to provide a free text comment
- Multiple Choice = provides customer with a list of answers to a particular question, option to allow selection of one or multiple answers.
- Matrix = allows you to ask just one question with each answers having a ranking or range of options (tabular format)
- Ranking = customers can rank items in order of their preference
- Rating = customers can rate each answer out of either 5 or 10
Net Promoter Score (NPS) Question
We always recommend starting your surveys with the Net Promoter Score (NPS) question. This is one simple question — “How likely is it that you would recommend a company/product/event to a friend or colleague?”. We use NPS to get a clear measure of our company’s performance through our customers’ eyes. Refer to the section “What is NPS?” for more information.
To add this question to your survey, select “NPS” from the Add Question drop down box.
We do not recommend changing this question, however feel free to personalise it by including your business or product name; for example:
How likely is it you would recommend Fab Feasts to a friend? 10 is extremely likely and 0 is not at all likely
When undertaking the survey, the customer will be asked to respond to the NPS question with a grading system of zero (dreadful) to 10 (fantastic). After the customer has responded, you can either take them directly to the next question, or ask for more information.
You can also ask for further information from your customer, providing the reason for giving you that particular score. We encourage you to utilise this function, as it allows you to clearly understand the sentiment behind the answer, and will help provide meaningful insights that you can take action upon.
You can add additional answers by clicking on “+add answer”, or click on the cross immediately next to an answer you wish to delete. This allows you to gain greater contextual insight as to why the customer gave you that particular score.
Notifications can be enabled for one or more answers on this question.
By enabling this function, an email will be sent to the relevant Object (ie. Store) and Admin user advising them of the response given by a customer. This function has been designed to allow you to act immediately on any negative feedback received, and make contact with the customer to help resolve any issues (subject to contact information being supplied).
To enable the setting, simply click on the check box next to the answer you would like to receive notifications for. You can enable it for drill down answers including comments.
Ezisay Relationship Score (ERS) Questions
Ezisay Relationship Score™ questions allow customers to answer with emoticons which are then calculated into a Score out of 10. You can ask more than one ERS question within your survey, and the score will be collated into one and presented on your ERS Dashboard (Global, Campaign and Survey).
Firstly, enter your question in the box “Write your question here”. For example – “How would you rate our service?” After the customer has responded using the simple emoticon interface, you can ask them for further information, and vary this according to their response.
After entering your question, there are three drop down boxes, each titled “Action after selecting”. In all instances, you have the choice of selecting:
- None; you don’t want any more information
- Drill Down; customer can select one answer from as many pre-set answers you provide.
- Comment; customer can enter whatever comment they choose (free form text field)
After selecting “drill down” against the relevant response, additional fields will appear:
- Additional question: what is the question you want to ask the customer after they responded to your first question?
- Write drill down answer here: what choices do you want to give them for supplying this answer?
To include additional responses, simply click on “+add drill down answer”. To delete an answer, click on the cross immediately to the right.
By choosing Drill Down, you are also able to activate Notifications. By enabling this function, an email will be sent to the relevant Object (ie. Store) or Admin user advising them of the response given by a customer. This function has been designed to allow your stores to act immediately on any negative feedback received, and make contact with the customer to help resolve any issues (subject to contact information being supplied).
Simply select “Comment field” from the drop down box against the relevant response.
In the example on the next page, if the customer provides a passive response (score of 6-8) to “How would you rate the food?”, the survey will ask them “what was wrong” followed by four responses. If they respond negatively (0-5) they will be given a comment field.
At any stage within the survey, you can ask your customers to ask questions with just a free text response. We recommend limiting to using this only once within your survey to avoid too much free text for your staff to review and interpret.
Multiple Choice Question
This question type provides customer with a list of answers to your question, with an option to allow selection of one or multiple answers.
Simply type your question in the white box, and click on “+ add answer” to create a series of answers for your customers to choose from.
The question is automatically set to allow customers to only select one answer. If you want them to be able to select multiple answers, simply click on the check box next to “Allow more than one answer to be selected”.
Matrix questions allow you to ask just one question with each answer having a ranking or range of options.
Type your question where it says “write your question here” and then use “+add column” to enter a grading or scale system that you wish to use for your various answers. For example (Poor, Average, Good)
The “+add row” button will allow you to add a series of answers that will be associated with your columns (ie. Grading system). You can add as many rows as you need, but we recommend keeping this to less than five.
An example Matrix question is:
How satisfied were you with each of the following?
Adding a ranking question to your survey allows you to capture a customer’s order of preference for a range of items. To add a ranking question simply select it from the drop down menu and click “+ Add”.
To add an answer, click on “+add answer” as many times as you need. We would recommend keeping this to less than 5 for ease and to avoid overwhelming your customers.
Rating questions gives your customers the opportunity to rate each answer out of either 5 or 10.
Select “Rating” from the Add Question drop down list and click on “+Add”. You will then be asked to select a Scale. This allows you to set whether you want each answer to be rated out of 5 or out of 10. We would recommend using the same rating across all questions to ensure ease of translating end results.
Click on “+add answer” to include the various items you would like your customers to rate.
Name & Email Request
Add this question to ask your customers for their name and email address.
This is particularly important if you want to encourage response rates by utilising a consumer promotion, and helps you to build your customer database! All information can be exported into a CSV file by Downloading Results from your Survey Dashboard (refer section “How to Download Survey Results”).
The check box “Do not ask about name” is automatically checked. If you do wish to ask for your customer’s name then you will need to uncheck the box.
This question gives you the opportunity to ask customers for a telephone number.
Image Upload & Comment
The image upload and Image Comment question option allows your customers to upload an image together with any comments they may have about it. This is a great tool to use if you want to capture images and feedback that could be used in testimonials or social media articles.
Simply type in a message to encourage your customers to upload an image.
Action after Finishing Survey
EziSay allows you to choose what happens when a customer completes your survey. The options are:
- Leave Thank You Screen with web link option
- Auto Return to the Start of the Survey (irrelevant where IP blocking enabled)
- Display “Restart Survey” button (irrelevant where IP blocking enabled)
- Redirect to a Web Address (enter the URL in the box provided)
Thank You Message
Enter your own custom message to thank customers for taking the time to complete the survey. This message will only display if you select “Leave thank you screen” in the “Action after finishing survey” options (above).
This function allows you to ensure customers are only completing your survey once a day. This is flexible with 4, 8, 16 and 24 hour block options. In some instances, a customer may (accidentally or otherwise) complete the survey multiple times, therefore skewing your results. By preventing customers with the same IP from answering your survey again, you will protect your survey from this occurring.
To enable IP blocking, simply click on the check box. You can also customise the message displayed to customers attempting to complete the survey for a second time.
Save your Survey
Don’t lose all of your hard work!
Select “Save” at the bottom of the page.