In order to edit a Survey, search for it in the Survey overview and then click the Edit button or simply click on its name. You will be directed to the Survey details.
On top you will see a sub-menu for the current Survey which contains the following items:
|Questions||This is the default when entering Survey settings. You see the list of Questions here. Note: in case you are trying to apply changes to an active survey question (scalable type) that already has some answers, you will get a warning explaining, that the previous results will be mixed with new answers and the previous answers will not be deleted after the range change.|
|Survey Settings||Survey settings consist of different configurations for Invitation Email, Reminder Email and Templates Options. Survey settings are inherited from the Global Settings and can be changed for every Survey depending on needs.|
|Common Settings||Here are settings like Survey Whitelists or Expiration date, integration with VoC Act. Survey settings are inherited from the Global Settings and can be changed for every Survey depending on needs.|
|Language Settings||Here you will find all language-specific settings like email settings and templates. You can also manage the available languages for a Survey here. Language settings are also inherited from the Global Settings and can be changed depending on individual Survey needs.|
|Statistics||You can select between statistics results (imported, started, completed, expired, partial) or Questions statistics (distribution of Answers for every Question listed).|
|Quarantines||You can review the Quarantine rules which are specific for the current Survey. The Quarantine rules should be modified in the Global Settings section.|
Here you have the list of invited customers. You can review the state of the Questionnaires and delete individual ones. It is possible to search by the invitation address (email or telephone number).
|Send Invitation||Allows you to send a one-time anonymous invitation to a defined email address/phone number. Usually this is used for testing purposes (i.e. checking Survey behavior before launch)|
Survey and Questions setup
To rename a Survey you can click the Pencil-Edit button to the right of Survey's name. The status of an individual channel of a Survey can be changed by selecting the channel and then clicking the Edit button.
Besides the Survey name, you will see 4 buttons, one for each available channel: WEB (Email), SMS, IVR (Voice) and DIGI (Pop-Up).
You can switch through the channels by clicking these buttons. The currently selected channel is highlighted as a button in a pressed state.
If a channel is not yet created, the system will create it when you click the corresponding channel button:
If a Channel Status was set to Deleted an X symbol will appear next to the Channel's name:
In this case, the IVR channel is in Deleted state.
Language buttons behavior
At the right corner of the list of Questions you will see a dropdown menu with names of available languages (EN, DE, etc).
These are the rules of language buttons behavior:
- If the language is selected, Question text is displayed for selected language
- If no Question title or Question text is defined respectively, you will see a message about absent Question Text
- When a certain language or languages contain Question text a dot appears next to the language code. In the example below, English language contains Question text for the Survey
See the animation below for more details:
The list of Questions can be rearranged by clicking on the Reorder button. Rearranging can then be done in the unlocked mode via drag and drop. Questions can be added by clicking on the Add Question button.
Each Survey can be in one of the four states: active, paused, stopped, and deleted.
It is highly recommended to only use the active and paused states in daily operations.
Please, see this article for the detailed explanation of the states: Survey states.
Survey Settings for WEB channel allow customizing the email invite settings and Survey Answering system behavior. SMS channel settings allow to customize SMS Survey flow and to adjust certain Survey logic.
For example, in the screenshot below you can see configurable values of invitation email Sender Name and Sender Address.
Survey settings, like Language Settings, are also inherited from the Global Settings and can be changed for every Survey depending on the needs. Make sure the checkbox for the different values is selected before you can change them, again, just like in Language Settings.￼
You can switch between settings of various channels by clicking through the 4 buttons in the top right corner. The currently selected channel is marked with a button in pressed state.
For more detailed information on Survey Settings for WEB channel, please see this article.
For more detailed information on Survey Settings for SMS channel, please see this article.
For more detailed information on Survey Settings for IVR channel, please see this article.
For more detailed information on Survey Settings for DIGI channel, please see this article.
Here you'll find all language-specific settings such as email subjects and templates. You can also select available languages for a Survey. To enable a certain language, navigate to Global Settings select the language you need and click the Enable language checkbox. You will then see a checkmark next to the selected language.
This means you have enabled this language. You will then see this language appear in all your existing and new Surveys.
All settings are inherited from the Global Settings by default. These settings are greyed out by default in the Survey Settings, but you'll still see a default value inherited from Global Settings in the input field. To change an empty or an inherited setting for a specific Survey you need to click the checkbox for the value you want to change.
On top you'll again see different channels. It is possible to switch between the channels without leaving this screen.
You can compare text in each language you have entered for different Surveys. The currently selected channel is indicated as a button in pressed state.
For more detailed information on Survey Languages for WEB channel, please see this article.
For more detailed information on Survey Languages for DIGI channel, please see this article.
The Statistics Results give you a high-level overview for a given range of dates for imported, started, completed, expired and partial Questionnaires (see here for Questionnaire states explanation). You can click through the different channels using the buttons in the top right corner.
Since VoC Feedback 5.5.0 you can also see a percentage of opened emails. These are emails in which the Survey was started (which automatically means the email was opened, otherwise the customer won't know the link) or which were opened and in which we were able to register that fact with an image beacon (if set in the Invitation email sub-menu).
The Questions Statistics shows the distribution of the Answers for every single Question within the possible options for a given range of dates. If you click theExpand icon you'll see individual Answers within the Question and response rate in percentages.
Please note that if the Question is not set to be Required in the Question settings then empty Answers (i.e. clicking Next button) still increment the Question counter.
You can click through the different channels using the buttons in the top right corner.
You can review the specific Quarantine rules for the selected Survey. The Quarantine Rules can be added to or changed in the Global Settings.
Here you have a list of customer Questionnaires. You can review the state of the Questionnaires and delete individual ones. It is possible to search by the Questionnaire address which is either an email or a phone number. You can click through the different channels using the buttons in the top right corner.
|ID||Internal Questionnaire ID|
|Address||Address of the customer in the Questionnaire and a corresponding invite (if sent)|
|State||Please see here for a detailed explanation of Questionnaire states|
|Created||Questionnaire creation date and time|
|Start date||Date and time of the event when the Questionnaire went into started state (i.e. customer clicked a link in the invite or responded to the SMS invite/responded with a trigger word or Answered an IVR call)|
|End date||Date and time of the event when the Questionnaire got completed by the customer or expired/partial due to Survey Settings|
|Sends a reminder to the customer|
|||Resends an invitation to the customer|
|||Deletes a Questionnaire for the customer|