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 the 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 more 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 towards 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 customers’ 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.
Simple 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: This format requires the participants to enter 10 digits (123-456-7890).
- 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.
- 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.
- 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.
- 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 Check Box or 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.
- 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:
- Numeric 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.
- Date: This question type is clearly an excellent choice when the answer to a question is a date and you want the data to be clearly and consistently formatted. Choose your preferred display format, as well as a default date. You may choose to identify today’s date (the date of participation) or a certain date many participants are likely to choose, or to provide no default.
- Image Choice Question: This question type asks participants to select their preferred picture(s). Images may be uploaded from your computer or added from a URL, and image size or display order can be modified. Image labels are used to identify answer options while reporting, and may also be used as captions for participants. Image Choice questions may be set as single-select or multi-select, to meet your needs, and include functionalities like Data Population and Answer Constraints.
Grid Question Types
- Multiple Text Box: This question asks participants a series of related open-ended questions. (For example: List three takeaways from the workshop.) As you build this question, you’ll enter the question text, then choose the number of text boxes to be displayed. You may define the character limit for each box, adjust the display through spacing or columns, and provide labels or prompts next to each box. You may also format each text box to accept only certain content, like an email address or phone number.
- Multiple Drop Down:This question presents participants with a series of related single-select dropdown menus. The same answer options appear in each menu, so it’s important to choose answer sets that will work for each. (For example: For each of the meals listed below, choose your preferred accompanying beverage.) Keep in mind that participants might select the same answer choice multiple times. As you build this question, you’ll enter the question text, provide the answer options to appear in the dropdown menu (Water, Coffee, Soda, etc.) and provide a description for each prompt (Breakfast, Lunch, etc.).
- Radio Grid:This question presents participants with the same simple set of single-select Radio Button style answer options for each sub-question. As with Radio Button questions, this question type delivers frequency data in reports – in other words, how many times each answer was selected. Use this question type when the same answer set can be used for each sub-question and when the answers are each separate items rather than points on a scale. For example: Which of the following options is your preferred type of exercise [columns] in each of the seasons listed below [rows]?
- Check Box Grid: This type of question asks participants to choose one or more answer options for each sub-question included. The multi-select Check Box Grid is perfect when you want to ask multiple related questions and allow participants to choose multiple answers from a consistent answer set. For example: Please identify each activity you took part in [columns] at each of the locations listed [rows].
- Rating Radio Grid: This question type is used very frequently to present participants with a series of related sub-questions to be answered by a rating on a common scale. Whether the scale rates agreement, satisfaction, or some other measure, add weights so this single-select question type delivers results through both frequency and average weighted scores. In other words, it will be possible to learn the total number of participants who selected Strongly Agree for the first sub-question (ex: 77), as well as the average rating given by all participants (ex: 4.3 out of 5). For example: Please rate your level of satisfaction [columns] with each element of your stay [rows].
- Rating Drop Down Grid: Much like the Rating Radio Grid, this single-select question type is frequently used when you want to ask participants to answer a series of related sub-questions by identifying a rating on a scale. The difference here is that the Rating Radio Grid displays these scale items (Strongly Disagree, etc.) in a row of Radio Buttons and the Rating Drop Down Grid displays them in – wait for it! – Drop Downs. Drop Downs are great when you have a lot of answer options on your scale, or you just want to tighten the display. Add weights to this scale so that reports will show both the frequency with which each answer option was selected, as well as the average weighted score for each sub-question. For example: Please rate your level of interest [Drop Downs] in each of the upcoming programs [rows].
- Rating Scale Grid: This question type is very similar to the Rating Radio Grid in that a series of related sub-questions ask for ratings along a scale displayed by a row of Radio Buttons. In this case, though, the single-select Rating Scale Grid shows the numerical weights for each point on the scale, qualitative labels (words!) are shown only at the end anchor points – and possibly on the mid-point, and an unweighted N/A option is also displayed by default (although it can also be hidden). In reports, this question type displays both frequency and average weighted scores. For example: Please rate your agreement with each of the following statements [rows] about your visit. If any item does not apply, select N/A.
- Matrix Grid: One of the most powerful and versatile question types, the Matrix Grid allows you to ask multiple related questions [columns] about each item or statement [rows]. This question type saves space and creates a participant-friendly experience – but don’t overdo it! A Matrix Grid that covers an entire page could be a little overwhelming for participants, so be sure you’re focused on the answers you need rather than getting carried away with all of your options.For example: (Q1 – Rating Scale) Rate your performance in 2017. (Q2 – Text Box) Please list key areas of improvements.
Up to seven different questions [columns] can be asked in a Matrix Grid, including the following question types:
- Radio Button
- Check Box
- Drop Down
- Text Box
- Rating Scale
Advanced Question Types
- Horizontal Radio: This single-select question type, clearly a close relative of the Radio Button question, saves space on your page by displaying a short list of answer options displayed horizontally rather than vertically. Use this question type when you have short answers, a short list, and hopes of a shorter page.
- Drill Down Question: This advanced question type should be used when you want participants to respond to multiple interdependent questions. When the participant selects an option from the first drop down, only relevant options are displayed in subsequent dropdown menus. A classic example is asking for a participant’s location: Country, State, and City.
Answer options for this question must be added from an Excel file. Data for each dropdown menu should be aligned in a separate column (ex: Country, State, City) and the data in each row should present a complete answer set (ex: United States, New York, New York City). A column may contain duplicates, but the drop down will only show unique values. For multilingual surveys, you may export the file used in the primary language, add translations, and upload it back into the system.
- Numeric Allocation: Use this question type when you’d like participants to provide a numeric value to each of a set of sub-questions. Choose whether to display the total field as the participant enters data, as well as whether to validate the total field for a certain numeric value. For example: What percentage of your day do you spend on each of the following activities? Your total must add up to 100.
- Attachment: This question type allows a participant to upload one or more files directly to the survey. List acceptable file types separated by commas, without any space before or after each comma. For security reasons, the following extensions are not allowed: .ade, .adp, .apk, .bat, .cab, .chm, .cmd, .com, .cpl, .dll, .dmg, .exe, .hta, .ins, .isp, .jar, .js, .jse, .lib, .lnk, .mde, .msc, .msi, .msp, .mst, .nsh .pif, .rar, .scr, .sct, .shb, .sys, .vb, .vbe, .vbs, .vxd, .wsc, .wsf, .wsh, .zip.
- Rating Radio Button: This versatile question type displays a series of single-select Radio Buttons to which hidden weights can be applied. Answer options are generally arranged along a scale, perhaps from Strongly Disagree to Strongly Agree, and the applied weights allow you to report on both frequency and average weighted score. In other words, you’ll know how many people selected Strongly Disagree as well as the average score on the given scale – perhaps a 3.7 out of 7. If a weight is not assigned to a given answer option, responses will not impact the average.
- Rating Drop Down: Similar to the Rating Radio Button, this question type allows you to assign numerical values to a series of answer options along a scale. In this case, answers are displayed within a single-select Drop Down, so this is the perfect choice when you have a longer set of answer options along the scale. When weights are applied, reports will show both frequency and average weighted score.
- List Box: This question type is useful when you have a long list of answer options from which participants can choose multiple answers. Use a multi-select List Box instead of the Check Box so your survey appears short and compact. You can also add answer constraints, making it mandatory to select an exact, minimum, or maximum number of 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.