This is the most crucial step, as it defines how the survey will appear to recipients. The survey design step is divided into three main sections:
Section One Header Configuration
This is where the company logo can be customized for a survey.
The header configuration is determined by one of the 3 options selected with the button on the right:
- Inherit from Branding: Uses the logo setup from Brand section.
- Image will not be displayed on screen, use Preview Survey button or go to Brand - Customisation to see logo.
- Inherit from Location: Uses the logo setup from the Locations section.
- Set on this Page (Custom Header): Allows a different logo to be used specifically for this survey.
- Image will display after it has been uploaded.
To Upload a Custom Header:
- Select Set on this Page.
- Drag & drop to upload image or select or, click here button to find image from the local computer.
- Ensure the header image is properly sized and formatted before uploading.
This is one way to set up the header simply with a logo.
For a more customized header, a section called
Message Blocks can be used to set up additional text and images to be used as an email header and footer. Once setup, it can be selected in the
Email Header and
Email footer options below. For more details on creating a customized header, see
Message Blocks.
Section Two Addition of Personal / Reminder Message
Add Personal Message: A personal message appears below the header and above the survey. This can include a greeting or a short introduction to the survey. This section is optional to configure.
To Configure a Personal Message:
- Select Add Personal Message tab.
- Use the editor to input and format the message.
- Font tools and formatting options are available for customization.
- Insert token (Optional): Fields found under the editor box, are merge fields that can be used to personalize the message for each recipient. Select a field and it will be added to the editor in between square brackets [ ].
- Example: Hi [FIRST_NAME],
- The text in the square bracket will be replaced with the recipient's name if it is available from the back-office or uploaded from a file. If the field is blank, then it would be a blank space.
Reminder Message: If the original email survey is not responded within a few days, a reminder email with the survey can be sent and the reminder message can be customized. The reminder emails will only be sent if it has been enabled from the Limits - Expirations and Reminders section.
To Configure a Reminder Message
- Select Add Reminder Message tab.
- Use the editor to customize the message. This is the same edit used for the Personal Message. See above for details.
Section Three Setting Up the Survey Question
Since this is a customer satisfaction program most surveys must start with the NPS question to generate the NPS score.
The NPS can be customized using predefined NPS variations or even be disabled, depending on which one of the four survey types has been selected.
Departmental and Preset survey types, the NPS question is mandatory and cannot be removed.
Custom and Static survey types, including the Net Promoter Score (NPS®) question is optional.
Include NPS question: By default, will be toggled on.
- On = Green - NPS question will be sent and there is option to add custom questions.
- Off = Red - Only custom questions created with Questionnaire builder will be sent to recipients.
Default NPS question for 3 survey types: Presets, Custom and Static.
How likely are you to recommend Club Name to friends and family?
In the NPS question, club name customization is determined by one of the 3 options selected with the button on the right:
- Inherit from Branding: Uses the club's name setup from Brand - Your Organisation section.
- Inherit from Location: Uses the club's name setup from the Locations - Your Location section.
- Set on this Page: The club's name will display but it can be edited within the NPS question section.
Within the NPS question, the text to address the audience can also be edited. This option is available for all three options (Inherit from branding, Inherit from location and Set on this page)
- Select the audience field with arrow pointing down to display drop-down list.
- Select one of the following
- friends and family
- someone you know
- a colleague
- other - When other is selected, the field is editable, and the club could enter any text. Often clubs would select this option and change the text to 'another member'.
Default NPS question for Department survey type.
Based on your recent visit, how likely are you to recommend Main Dining Room to another member?
The NPS club name customization is determined by one of the 2 options selected with the button on the right:
- Inherit from department: Uses the department name that was setup from the Back-office.
- Set on this Page: The department name will display, but it can be edited within the NPS question section.
Option One: Select Time Scale
Recently / Yesterday button: This will determine when the member visited the club.
If the club chooses to keep members in the Audience for more than one day, it is suggested to select Recently.
- Recently = Based on your recent visit. Word visit can be edited, example experience.
- Yesterday = Based on your visit yesterday. Word visit can be edited, example experience.
Option Two: Select Audience
Within the NPS question, the text to address the audience can be edited. This option is available for all three options (Inherit from branding, Inherit from location and Set on this page)
- Select the audience field with arrow pointing down to display drop-down list.
- Select one of the following
- friends and family
- someone you know
- a colleague
- other - When other is selected, the field is editable, and the club could enter any text. Often clubs would select this option and change the text to 'another member'.
Number scale for the NPS question will always start at zero and end at 10, this cannot be edited. Number scale labels, Not at all likely and Extremely likely are defaulted.
Use Custom Question
This toggle will only be visible if the club would like to setup further customization of the NPS question or would like to change the number scale labels.
Example
- Club does not want to use the word recommend or want to word the question differently.
- Not at all likely change to Poor / Unsatisfied
- Extremely likely change to Exceptional / Very satisfied
To make these advanced changes to the NPS question or labels please contact
[email protected]
Adding a Questionnaire
- In addition to asking the NPS question in the survey, additional questions can be added if they have been set up from the Comms > Questionnaire section. For details on creating custom questions, see Questionnaire Builder
To Include Additional Questions to Survey
- Select drop-down under Add question set.
- The drop-down will display questionnaires created and saved with a Ready status.
- If the wrong questionnaire was selected, select the x to remove the question set.
- Select Save & Exit.
If the additional questions are no longer required after a month, the question set can be removed.
Once a Custom survey has been sent with additional questions, they cannot be removed.
To Remove Additional Question from Survey
- The survey must be disabled temporarily for the Remove button to be enabled.
- Select Comms > Surveys
- Select tab with type of survey
- Toggle beside survey name and disable survey
- Green = Enable
- Red = Disabled
- Select name of survey
- Select 1 Survey Design
- Add Question set - Select Remove button to remove the questionnaire.
- If remove button is disabled, it's because the survey is still enabled. Or Additional questions were never added to survey in the first place.
- Select Save & Exit
- Remember to enable the survey by changing the toggle back to green beside survey name, if they survey is supposed to be sent.
Configuring a Second Header and a Footer Using Message Blocks
The Email Header and Email Footer sections can be set to None and are optional to use.
The customized header and footer is set up in a section called Message Blocks. For more details on creating a customized header or footer see
Message Blocks. This must be set up before it can be assigned to a survey.
To Assign Email Header or Email Footer Created Using Message Blocks
- Select option from drop-down list
- None - custom header or footer will not be added to survey
- Brand - Brand Message Block details will be added to survey.
- Location - Location Message Block details will be added to survey.
- Department - Department Message Block details will be added to survey.
- Options can be different. Example The survey can be set up to use the Brand email header but use the Department email footer.
Changing the color of the survey
The color for the numbers in the number scale, club name and labels for the scale can be edited using the Brand Colour.
The brand color is determined by one of the 3 options selected with the button on the right:
- Inherit from Branding: Uses the brand colour setup from Brand - Customisation section.
- Inherit from Location: Uses the brand colour setup from Locations - Customisation section.
- Set on this Page: Allow a different color to be selected and used specifically for this survey : Custom color.
To Select a Custom Brand color:
- Select Set on this Page.
- Select colored square to choose the color using color picker, Hex code or RGBA color.
- Scroll up to see where new color choice will display in the NPS question.
Privacy Policy URL
This should be the same for all surveys.
- Inherit from Branding: Uses the Privacy Policy URL setup from Brand - Your Organisation section.
- Inherit from Location: Uses the Privacy Policy URL from Locations - Customisation section.
- Set on this Page: Allow different Privacy Policy URL selected and used specifically for this survey: Custom Privacy Policy.