SoGoSurvey CX offers the best question types for creating successful customer experience surveys.
You’ll find questions specific to customer surveys like Net Promoter Score (NPS), Customer Satisfaction (CSAT) Score, Customer Effort Score (CES), and Key Driver. Other question types available include Radio Button, Drop Down, Check Box, Text Box, Demographics,Rating Scale, Symbol Rating Scale, Ranking and Descriptive Text. Each of these question types serves a unique purpose, so consider the kind of data you want to collect and how you want results to be displayed.
Add a Question
- To add a question to a specific location, drag and drop the Question Type icon onto the canvas. To automatically add a question to the end of the page, double-click the Question Type icon on the left.
- As needed, use the Question Type dropdown menu to switch question types.
- Enter question and answer text, then save.
After adding questions to your survey, you may need to make edits or format your text.
SoGoSurvey CX offers various text formatting features. To apply these formatting features, navigate to the question, hover on the question text, and click on Edit. A formatting content editor will be displayed. Format your question text as per your desire.
Undo: Reset all changes made to the survey question
Redo: Retain all changes that were reset in the ‘Undo’ step
Bold, Italic, and Underline: Change your question text to bold, italic, and/or underline
Remove Format: Allows you to remove all the formatting you applied
Align Left, Center, Right, and Justify: Align the question to left, center, right, or justify
Size: Allows you to change the font size of the question text
Text Color: Allows you to change the font color of the question text
Link: Allows you to hyperlink the question text
Unlink: Allows you to remove any hyperlink associated with the question text
Spell Check: Check the question text for any spelling errors
Paste from Word: Paste content from Microsoft Word without any additional hidden HTML tags
Source: Toggle the source icon to apply formatting to the question text by adding HTML tags directly
The survey creation process is simple and easy in SoGoSurvey CX, and the inclusion of one or metric questions provides a solid foundation for every survey. Metric questions play a vital role in the analysis of your customer survey data
Each metric question offers insight into your customers’ experience:
Net Promoter Score (NPS): NPS is an index used to measure customer loyalty toward your brand, company, or service. On a 0 to 10 scale, customers are asked to provide feedback about how likely they are to recommend your services in the future.
NPS is a widely adopted metric used by many organizations.
Text for the NPS question is automatically generated, with default text reflecting the proven industry standard. We strongly recommend that you use the default text. The only change you should make is to insert the name of your brand, company, or service.
The scale for an NPS question is always 0 to 10 and cannot be changed. On this scale, 0 is Not at all Likely and 10 is Extremely Likely.
Responses to a Net Promoter Score question categorize customers as follows:
- Detractors: Customers who provide responses from 0 to 6. These respondents are less satisfied and are unlikely to have a positive impact on your organization. They are unlikely to recommend you and in some cases may even generate negative publicity about you.
- Passives: Customers who choose 7 or 8. These are satisfied but unenthusiastic customers. They may defect to competitors if they see any available benefits.
- Promoters: Customers who pick 9 or 10. These are your brand ambassadors, those you can consider your most loyal and satisfied customers. They are most likely to demonstrate positive behavior like referring new customers and spending more themselves.
Customer Satisfaction (CSAT): This question type is used to measure how happy a customer is about a specific product, transaction, interaction, etc., with a company. To measure CSAT, businesses directly ask the customers to rate their satisfaction on a 1 to 5 scale.
Text for the CSAT question is automatically generated. We strongly recommend that you use the default text. The only change you should make is to insert the name of your brand, company, or service.
Answer choices are graded on a 1 to 5 scale, where 1 represents Very Dissatisfied and 5 represents Very Satisfied. The scale for a CSAT question cannot be changed, however, you can reverse the scale as 5 to 1.
Customer Effort Score (CES): The CES question is used to measures how much effort your customers put into getting an issue resolved or obtaining a service your business offers.
Text for the CES question is automatically generated. We strongly recommend that you use the default text. The only change you should make is to insert the name of your brand, company, or service.
Answer choices are graded on a 1 to 7 scale, where 1 represents Strongly Disagree and 7 represents Strongly Agree. The scale for a CES question cannot be changed, however, you can reverse the scale as 7 to 1.
Key Drivers: This question type is used to measure the impact different factors affecting your customes’ experience with your service or product. One Outcome Metric may be connected with multiple Potential Drivers.
- The Outcome Metric is a measure of progress that is influenced by key drivers. For example, a company might be concerned about their clients’ overall satisfaction with a particular product or service. The Outcome Metric in this case would be an overall satisfaction score (CSAT).
- The Potential Drivers are performance-based metrics that influence the Outcome Metric. For example, if a company’s Outcome Metric is overall satisfaction for a product or service, Potential Drivers might include quality, value, or usefulness.
In order to keep participants engaged, keep your survey short.
Basic Question Types
In addition to metric questions, add more question types to suit your requirements. SoGoSurvey CX provides a wide range of question types suitable for drilling down on other details you may want to understand. These question types include the following:
Descriptive Text: Descriptive Text lets you add content to your survey without asking a question. It can be used, for example, as an introduction to the survey or as instructions for a specific section.
Text Box: Text Box questions allow the participant to respond to an open-ended question. The height and width of the text box can be adjusted and the character count can be changed to accommodate a maximum of 2,000 characters per question. To modify the Text Box size, click and drag the bottom right hand corner of the text box to the desired browser width and number of lines. You can also customize the type of answer allowed by choosing one of the following formats:
General: This format allows the participant to enter any type of text.
Currency: This format requires the participant to enter a number within a range that you set. You can choose to apply a currency symbol by selecting the check box and choosing a currency from the dropdown menu.
Email: This format requires the participant to enter valid email addresses that have an @ sign and a period. You can also select the check box to have users enter their address twice for validation.
Phone number: Choose whether to collect US phone numbers, which require 10 digits, or international phone numbers, which require participants to enter 13 digits.
Number: This format requires the participant to enter a valid number. You can also set a range to limit answer options between a highest and lowest value.
Percentage: This format requires the participant to enter a valid number. You can also restrict answers to be within a given range, or choose to apply a percentage symbol with the check box provided.
Social Security Number: This format requires the participant to enter a series of numbers in the ###-##-#### format.
U.S. ZIP Code: This format requires the participant to enter exactly five digits.
U.S. ZIP Code + 4: This format requires the participant to enter exactly nine digits.
Custom: This option allows you to create a custom format for the text box. Enter ‘#’ for numbers and ‘@’ for alphabetic characters.
Radio Button: Radio Button questions are useful when the participant is selecting only one answer option and you are offering eight or fewer answer options to choose from. The participant can view all options at once, and answers can be arranged in columns as well. You may also consider the Horizontal Radio Button question type.
Check Box: Multiple Select Check Box questions are useful when the participant is selecting multiple answer options from a list. You can also add answer constraints, making it mandatory to select an exact, minimum, or maximum number of answer options. It is possible to display answer options over multiple columns, which is most useful when providing many answer options.
You may also include ‘None of the above’ as an answer option in Multiple Select Check Box or Multiple Select List Box questions. Use this option when it is possible that none of the answer options apply to the participant. A participant cannot select this option and any other answer option. If you like, you may also choose to change the text for this answer option.
Drop Down: Drop Down questions are useful when the participant is selecting only one answer option and you are offering more than eight answer options to choose from. This keeps your survey design clear and compact. Drop Down questions are most useful when answer options are predictable and arranged in a clear fashion, like alphabetic order.
Demographics: This question includes pre-formatted fields that automatically validate the data received, such as email address, ZIP code, and phone number.
Rating Scale: Rating Scale questions are useful when the participant is assigning a numerical value to each answer option along a line. You may assign text labels on the low, middle, and high ends of the scale. This question type helps in reporting, where an average of each numerical response can be calculated. Two type of rating scales are available.
- Numeric Rating Scale:
- Smiley Rating Scale:
Symbol Rating Scale: This question type is a visual version of the basic Rating Scale question. For each item, participants are asked to show their intensity of feeling using a symbol-based scale (Ex: 2 out of 5 stars). You can choose from 6 different symbols (Star, Thumbs Up, Heart, Check mark, Dollar sign,Person) to best represent the scale. The default number scale points for this question is 5, but it can be adjusted to anything from 3 to 10. If you have more than one similar item to rate, simply increase the number of sub-questions and create a Symbol Rating Grid. You may also use different symbols for each sub-question in the grid, as needed. In reporting, symbols are represented by their names, which can be customized while adding this question.
Ranking: This question type asks participants to identify answer options in order of preference or importance. To arrange answers, drag and drop options into the desired order or use the dropdown menus to choose the desired rank. To improve data quality, you may also apply Ranking Answer constraints so that participants rank only limited answer options – such as choosing the top three from eight answer options.
Captcha: Use Captcha questions to safeguard your surveys from spam bots and make sure your responses are coming from real people. If you will be sharing your survey on a public website, this question type should always be included, generally on the first or last page of the survey. This question is always mandatory and can not be skipped. Participants will be required to click on a check box to validate themselves and proceed. This question is easy on humans but tough on bots!
Page Break: While adding questions to your survey, it can be very helpful to simply add a page break rather than adding new pages and rearranging questions. The Page Break feature is a simple and easy way to divide a set of questions onto different pages.