How do I create a customer satisfaction survey?

 

  1. Select the Surveys tab and click on the Create New Survey button.
  2. Next select the desired option:

    1. Start from scatch
    2. Copy and edit one of my existing surveys
    3. Copy and edit one of the default surveys

Press Next once you've made your selection (instructions are based on option #1).

  1. On the next page you can add, edit, and arrange the questions for the customer satisfaction survey.
  2. Click on Add Survey Question.
    1. Enter in the question.
    2. Set whether a response is required for the question.
    3. Select the question type (multiple choice, multiple choice w/ open end, or open ended).
    4. Enter the possible answers.
    5. Press Save when done.
  3. Repeat step 4 as needed and continue to step 5 when finished adding questions.
  4. Once the survey questions are created, click the Next button at the bottom of the page.
  5. The next page allows you to set the preferences for the customer satisfaction survey.
  6. In the survey Survey Name section, you can name the survey and give survey page a name:
    1. Survey Name - name the survey so you can easily remember it. This is displayed to the survey recipients.
    2. Survey Page Title - this is what will be displayed as the web browser's title in the actual survey.
  7. In the Greeting Message you can add a greeting that the recipient will see before beginning the survey. If you check the box next to Enable Survey Greeting Message a text field will show so you can create a custom survey greeting message.
  8. Under the Survey Progress & Paging Preferences, there is the option to display a progress bar at the top of the survey page and how many questions displayed on each page.
    1. Use the drop down menu next to Progress Display Options to select the progress bar to be displayed at the top of the survey.
    2. If you want recipients to be able to jump to the previous page on a survey to change a survey response then you want to check the "Show Previous Button on Survey" option.
    3. To select the number of questions per page use the drop down menu next to Show [] question(s) per page and choose how many questions will be displayed on each page.
  9. In the Survey Completion Settings section you can set the survey to automatically close on a specific date or after a certain number of responses. This is useful if you have a survey you only want to be available for a limited amount of time or only want a certain amount of feedback on. Check the box next to the option you wish to enable:

    1. Automatically end survey on this date - Click inside the text field to set the date you want the survey to close.
    2. Automatically end survey after the following number of responses - Enter the number of responses you want to collect before the survey closes in the text field.
    3. In the After a responder fills out the survey, send them to dropdown select what you want to happen once the survey is completed by the client:
      1. Default Thanks Message will just go to a page with a thank you and your signature (including your agent photo).
      2. A Website URL that I have specified will allow you to enter a website address that their browser will redirect to upon submitting their survey response.
      3. Custom Redirect Message option will allow you to enter your own custom message that users will see.
  10. The My Notification Preferences section allows you to opt-in to receive survey summaries on a daily, weekly, monthly, or per-response basis.
  11. Click the Next button at the bottom of the screen.
  12. The Survey Invitation Email Details step allows you to customize the survey invitation email:
    1. In the From Email section enter an email address that will be shown as the sender, by clicking in the field and entering in the email address.
    2. In the Email Subject section, click in the open field and enter the subject to be displayed in the survey email.
    3. In the Email Message section enter in the custom survey invitation to be displayed in the survey email.
    4. The merge fields found to the right can be used to insert information from the account into the message body, to add one of these select the merge field and click Insert beneath the selections.
  13. Once you are done, click on the Preview and Select Contacts button at the bottom of the screen. The next screen will give a preview of the survey (including the greeting message if you entered one):

    1. Use the Next button to view the next page of the survey.
    2. Click Edit Survey to make any edits
  14. If everything looks correct click the Select Contacts button.
  15. Begin selecting who will receive this survey.
  16. Once the contacts have been selected click on the button to Send Survey Invitations at the bottom of the page to send out the survey.
  17. The survey is complete. The program will then be redirected to the Surveys page.

Note: A Red * indicates this field is required.

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