creating_a_survey

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Creating a Survey

Users have two options when creating a survey. They can build their own customer survey or use one of the available templates.

Creating Custom Surveys

To begin, navigate to the “Survey Manager” page and click the “Create New Survey” button. This opens a dialog box that presents users with several options. Here users must enter a survey name, select a default language, and decide whether to enable speech recognition.

After entering the requisite information, Insight redirects users to their newly created survey.

New From Template

To begin, navigate to the “Survey Manager” page and click the “New From Template” button. This opens a dialog box that presents users with several options. Here users must enter a survey name, select a template from the drop-down menu, and decide whether to include audio prompts.

After entering the information, the user will be redirected to their newly created survey based on the selected template. At this point users can change the template, or add or remove elements to best fit their needs.

Surveys

The top level survey editor displays the universal survey controls regardless of what page you are on. These survey level functions include:

  • Edit the survey name
  • Navigate to the survey settings and prompt manager pages
  • Sort survey pages
  • Navigate through the survey pages
  • Add new survey pages
  • Preview the survey
  • Save the survey

Editing Survey Name

To edit the survey name, simply hover over and click on the survey name. This will open a text field where you can enter a new survey name.

Both the survey settings and prompt manager pages are located under the white gear icon in the top-right corner of the survey editor. Clicking on the gear icon opens a dropdown menu where you can choose either the survey settings or prompt manager.

Sorting Pages

Click on the list icon, located on the left-hand side, directly below the Survey Editor text, to manually sort the pages of your survey. This opens a dialog box thats allow you to re-order your survey pages by dragging and dropping them to the desired order.

To navigate to a specific page in your survey, click the corresponding page number icon.

Add A New Page

To add a new page to your survey click the purple plus sign after the page number icons. This will create a new page for your survey and redirect you to it.

Survey Preview

To see what your survey will look like to end users, click on the zoom icon. This is the icon with a magnifying glass on it and is located underneath the white gear icon on the left hand side. This opens a new tab that displays the web survey as your end users will see it.

Saving A Survey

To save your survey, click on the floppy disk icon. This is located underneath the white gear icon on the right hand side.

Pages

Insight allows users to break surveys into pages. This enables better question organization and allows for more intricate question and page jumps. On each survey page users have access to the following page functions:

  • Editing Page Name
  • Page Jumping
  • Delete The Page
  • Add Questions To The Page
  • Sort Questions
  • Add Sections To The Page
  • Convert A Question Into A Matrix Of Questions

Edit Page Name

To edit the page name, simply hover over and click on the page name. This will open a text field where you can enter a new page name.

Page Jumps

A page jump is a transition that occurs when a customer finishes answering all of the questions on a given page. By default, the survey jumps to the next page in the survey. However, users can configure custom page jumps based on caller responses that allows them to jump to a specific page within the survey or to the end of the survey.

Delete A Page

To delete the current page click on the trash can icon.

Questions

For information on specific question types, please see Question Types.

Insert A Question

The Insert Question window on the left hand side of the screen contains a list of all of the question types available for Insight surveys. Hover over a question type icon to display the name of a question type. To add a question to the current page, click on the desired question type in the questions list.

Once selected, Insight adds the question to the survey page on the right hand side of the screen. By default, Insight adds new questions to the bottom of the page.

Users also have the option to add questions at the top of the page, at the bottom of the page, or to create a new section with the new question as the foundation. To change a question's location, select the desired option from the dropdown beneath the “Insert Question” header, then click on the desired question to add it to your survey.

Sorting Questions

Insight provides two different ways to re-organize the questions on a survey page: drag and drop sorting and “Netflix style” sorting.

Drag-and-Drop Sorting

Click on the sort question icon, which is located on the right hand side, next to the trash can icon. This opens a new window that contains a list of all the questions currently on that page of the survey. Users can drag-and-drop the questions to their desired order.

"Netflix Style" Sorting

An ode to Netflix's old user interface, Insight allows users to re-sort questions in real-time by entering the a new sequence number in the question's sequence field. Once the user enters the new sequence and clicks off the field, Insight re-orders the questions accordingly.

Question Settings

Users can customize each question in their survey by clicking on the gear icon in a specific question container. (This is located in the upper right hand corner of the container, between the red delete icon and the help icon.) Each question will provide a list of options for that question. Note, that applying a change to one question of a given question type does not carry over to other questions of the same type in that survey/page/section.

Sections

A section consists of a group of questions. There is no limit to how many or how varied the questions in a section can be.

Adding Sections

To add a new section select “Create New Section” from the dropdown menu in the “Insert Question.” Next, select the question type you want to add to the new section. Click on the corresponding question type and Insight adds that question to a newly created survey section.

Sorting Sections

Sorting sections follows the same process used to sort individual questions. Note that re-ordering a section moves every question contained within that section as well. See Sorting Questions for more information.

Matrices

A matrix is a group of questions that meet two criteria: 1. they are the same question type, and 2. they share the same choice options. Note that only the following question types can function as a matrix: Multiple Choice, Multiselect, Scale, and Yes/No. Once a question is converted to a matrix it cannot be reverted back to its original form.

Adding a Matrix Question

First, add a matrix-compatible question type to your survey. Second, click on the “Convert to Matrix” link at the bottom right hand side of the question container.

This automatically converts the question into a matrix. Third, in the new matrix container users can type any questions that can be answered with the provided answers. If you have multiple questions in your matrix and want to require callers to answer one or more of the, click on the star to the right of the question within the matrix question container.

Sorting a Matrix Questions

Sorting questions within a matrix works in the same way as Sorting Questions.

Question Types

Multiple Choice

A multiple choice question asks a respondent to choose the best possible answer from a list of choices.

Choice Text is the text the respondent will see in the web survey or hear in the phone survey.

Data Value is the corresponding value which will be used in reports created from the survey data.

DTMF Value is the number the respondent will press on the phone keypad to select that particular choice.

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the answer they chose. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

Multiselect

A multiselect question asks a respondent to choose any or all of the possible answers from a list of choices.

Choice Text is the text the respondent will see in the web survey or hear in the phone survey.

Data Value is the corresponding value which will be used in reports created from the survey data.

DTMF Value is the number the respondent will press on the phone keypad to select that particular choice.

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the answer they chose. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

Scale

A scale question measures a respondent's opinion as a point on a scale of values.

Choice Text is the text the respondent will see in the web survey or hear in the phone survey.

Data Value is the corresponding value which will be used in reports created from the survey data.

DTMF Value is the number the respondent will press on the phone keypad to select that particular choice.

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the answer they chose. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

Yes/No

A yes/no question asks a respondent to answer a question by choosing either yes or no (true or false).

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the answer they chose. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

For phone surveys, DTMF-1 is affirmative and DTMF-2 is negative.

Comment

Comments allow respondents to leave open-ended responses that may not be covered by other survey questions.

For web surveys, a textbox will be displayed for the respondent. On phone surveys, a call recording will capture the respondent's comments in an audio file.

Date

A date question asks a respondent on which day a specific event occurred.

For phone surveys, the date can either be spoken or entered on the phone keypad in YYYYMMDD format.

Time

A time question asks a respondent at which time a specific event occurred.

For phone surveys, the time can either be spoken or entered on the phone keypad in HHMM format.

Note: Users can choose between 12-hour and 24-hour formats for time questions in the question's settings menu.

Currency

A currency question asks a respondent for a monetary value in US dollars.

For phone surveys, the currency can either be spoken or entered on the phone keypad, using the star key as a decimal point.

Number

A number question asks a respondent for any value. It may be a whole number or a decimal.

For phone surveys, the number can either be spoken or entered on the phone keypad, using the star key as a decimal point.

Digits

A digits question asks a respondent for any whole number.

Name

A full name question asks a respondent for their first and last name.

For phone surveys, respondents will be asked to say their name, and then spell it.

Address

An address question asks respondents for their address.

You may choose to ask for the following levels of detail:

Full US Address Asks respondents for a complete US address broken into: Street Address, Apartment/Suite Number, City, State, and Zip code.

US Zip Code Asks respondents for a US zip code.

State/Province Asks respondents for either a US state or, if enabled, a Canadian province.

City and State/Province Asks respondents for a city and either a US state or, if enabled, a Canadian province.

The Canadian province toggle is located in the settings menu of the address question type. By default, this option is turned off.

Transfer

A transfer question transfers the respondent to a phone number of your choosing.

This is a phone only question type.

SOAP

A SOAP webservice question type allows you to apply logic to survey responses and integrate them with your own business processes using a webservice you provide.

SOAP webservice URL is the link for the webservice.

Result is the response the survey might expect back from the webservice.

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the aresult returned from the webservice. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

Prompt

A prompt is a message, usually for clarification, displayed in the web survey or played in the phone survey to the respondent.

Subdialog

A subdialog question allows you to apply additional logic to your survey using an external VXML document.

Subdialog URL is the link to the subdialog.

Result is the response the survey might expect back from the webservice.

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the result from the subdialog. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

This is a phone only question type.

Metadata Filter

A metadata filter question filters the rows in the survey's associated database based on the respondent's input.

Database Name is the name of the metadatabase associated with your survey.

Column to Filter On is the column used to filter the database based on the respondent's input.

Input Type determines what type of input the respondent needs to enter. For sensitive data, use the password type.

Choice describes the possible outcomes of a metadata filter. You can apply skip logic depending on whether the respondent's input matches a metadata value.

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the answer they chose. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

The Metadata Manager page contains detailed instructions on how to utilize metadata in your survey.

Metadata Store

A metadata store question saves the currently filtered metadata rows as an answer for that question.

Database Name is the name of the metadatabase associated with your survey.

Column Data to Store is the column that will be stored as the answer.

The Metadata Manager page contains detailed instructions on how to utilize metadata in your survey.

Multilingual

A multilingual question asks a respondent to choose their desired language from the provided list.

Language is the language choice for the survey. It will auto-populate with all the languages associated with your survey.

DTMF Value is the number the respondent will press on the phone keypad to select that particular choice.

Skip logic is an advanced choice option that redirects the respondent to the designated page based on the answer they chose. This feature is turned off by default. To enable skip logic, clicking the question's settings icon and select “Yes” for the Show Skip Logic option.

creating_a_survey.txt · Last modified: 2016/07/08 12:55 by jason