5. Surveys - Loymax

A survey consists of one or more questions. Information about the customer's participation in the survey and their selected answers is saved in the [[customer profile>>doc:Main.Smart_Communications.SMC_Use.Customers.All_clients.WebHome||anchor="Profile"]]. This information can then be used in the [[segment builder>>doc:Main.Smart_Communications.SMC_Use.Customers.User_segments.Segment_builder.WebHome]].

14

15

The customer receives a link via [[email>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.Email_mass_messaging.WebHome]], [[SMS>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.SMS_mass_messaging.WebHome]], or [[push>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.Push_mass_messaging.WebHome]] message. By clicking the link, they can take the survey. A customer can take the same survey only once. If they attempt to take it again, they will receive a message stating that this is not possible.

16

17

You can view the list of all created surveys in the **Surveys** section of the main menu. The following parameters are displayed for each survey:

18

19

* **Date**;

20

* **Survey** — contains an automatically generated identifier (example identifier: POLL-151) and the survey title;

21

* **Number of questions**;

22

* **Number of respondents**.

23

24

|(% style="border-color:white; text-align:center" %){{lightbox image="survey_list.png" width="660"/}}

25

26

The action menu ([[image:icon_menu.png]]) on the right side of the page provides the following actions for each survey:

27

28

* **View report** for the created survey;

* **Edit**;

* **Copy**;

* **Delete**.

== Creating a survey ==

34

35

To create a survey, select the **Surveys** section in the main menu and create a new survey there (click the **Create new survey** button) — see the image above.

36

37

|(% style="border-color:white; text-align:center" %){{lightbox image="survey_graph.png" width="660"/}}

38

39

|(% style="border-color:white" width="70%" %)(((

40

Depending on the [[survey version>>doc:||anchor="H42043043143E44243044143243544044143844F43C43843E43F44043E441430"]], the toolbar at the top of the screen provides the following options:

41

42

* **Make active** — available for drafts and archived versions. Makes the current version active.

43

* **Response history** — available for current and archived versions. Displays statistics on answers to questions for the selected period in the main survey area.

44

* **Undo/Redo** ([[image:icon_undo.png]]/[[image:icon_redo.png]]) — available for drafts. Undoes the last change / redoes the last undone change.

45

* **Preview** ([[image:icon_preview.png]]) — available for drafts. Allows you to take the survey in test mode.

46

* **Edit** — available for current and archived versions. Allows you to create a draft that is a copy of the current version.

47

* **Save** — available for drafts. Saves the changes made.

48

49

50

When switching between survey versions, unsaved changes are lost.

51

52

)))|(% style="border-color:white" width="30%" %)(((

53

|(% style="border-color:white; text-align:center" %){{lightbox image="toolbar_draft.png" width="300"/}}

54

|(% style="border-color:white; text-align:center" %){{lightbox image="toolbar_active.png" width="300"/}}

55

)))

56

57

The following controls are available in the bottom left corner of the main survey editor area:

58

59

* **Zoom in/out** ([[image:icon_plus.png]]/[[image:icon_minus.png]]) — changes the display scale of the survey. You can also change the zoom level using the mouse wheel while holding down the Ctrl key.

60

* **Fit to size** ([[image:icon_fit.png]]) — changes the scale and centers the editing area so that all survey blocks fit on the screen.

61

* **Lock/unlock editing** ([[image:icon_unlock.png]]/[[image:icon_lock.png]]) — allows you to switch between view and edit modes.

62

63

=== Survey blocks ===

64

65

|(% style="border-color:white" width="70%" %)(((

66

To add a question, select **Survey blocks** on the right-hand toolbar and drag the desired block type into the main survey area. Descriptions of the available question types are provided below. You can also add a text block or a survey completion block—for example, for surveys with many branches, to avoid having to draw connections from each branch to a single completion block.

67

68

Left-clicking a survey block opens the block editing window. Right-clicking displays an action menu with the following items:

69

70

* **Edit** ([[image:icon_edit.png]]) — opens the block editing window.

71

* **Copy** ([[image:icon_copy.png]]) — adds a copy of the selected block.

72

* **Save** ([[image:icon_save.png]]) — saves the block for later use in other surveys.

73

* **Delete** ([[image:icon_delete_red.png]]) — removes the block from the survey.

74

)))|(% style="border-color:white" width="30%" %){{lightbox image="survey_blocks.png" width="330"/}}

75

|(% style="border-color:white" width="70%" %)(((

76

Saved blocks are displayed on the **Templates** tab of the right-hand toolbar. To add a saved block to a survey, drag it into the main area.

77

)))|(% style="border-color:white" width="30%" %){{lightbox image="survey_templates.png" width="330"/}}

78

|(% style="border-color:white" width="70%" %)(((

79

====== Single-choice question ======

80

81

A question with answer options where only one can be selected.

82

83

To add an answer option, click **+ Add option**. To delete an answer option, click the delete icon ([[image:icon_delete.png]]) to the right of the desired option. To change the order of options, drag and drop them by clicking and holding the icon ([[image:icon_drag.png]]) on the left.

84

85

For single-choice questions, the **Linking mode** setting is available:

86

87

* **Single** — the question has one exit point, which can be linked to the inputs of multiple blocks by configuring [[transition conditions>>doc:||anchor="HTransitionconditions"]].

88

* **Multiple** — the question has a separate exit point for each answer option, which can be linked to the input of only one block. [[Transition conditions>>doc:||anchor="HTransitionconditions"]] are not provided.

89

* **Mixed** — similar to multiple mode, but also adds an additional exit point for customers who skipped the question.

90

)))|(% style="border-color:white" width="30%" %){{lightbox image="single.png" width="330"/}}

91

|(% style="border-color:white" width="70%" %)(((

92

====== Multiple-choice question ======

93

94

A question with answer options where any number of options can be selected.

95

96

To add an answer option, click **+ Add option**. To delete an answer option, click the delete icon ([[image:icon_delete.png]]) to the right of the desired option. To change the order of options, drag and drop them by clicking and holding the icon ([[image:icon_drag.png]]) on the left.

97

98

The question has one exit point, which can be linked to the inputs of multiple blocks by configuring [[transition conditions>>doc:||anchor="HTransitionconditions"]].

99

)))|(% style="border-color:white" width="30%" %){{lightbox image="multiple.png" width="330"/}}

100

|(% style="border-color:white" width="70%" %)(((

101

====== Open-ended question ======

102

103

A question without answer options. The customer enters a free-form response in a text field.

104

105

The question has one exit point. [[Transition conditions>>doc:||anchor="HTransitionconditions"]] are not provided.

106

)))|(% style="border-color:white" width="30%" %){{lightbox image="open.png" width="330"/}}

107

|(% style="border-color:white" width="70%" %)(((

108

====== Matrix ======

109

110

A question that asks respondents to rate several characteristics on an N-point scale. The characteristics to be rated are presented as rows, and the ratings as columns.

111

112

Two types of matrices are available:

113

114

* **Classic matrix** allows you to manually add the desired columns and set their labels (see the image on the right).

115

* **Scale matrix** allows you to set the **Number** of columns and select the **Column style**:

116

** **Numbers** — digits from 1 to the specified number of columns are used as column labels.

117

** **Stars** — stars from 1 to the specified number of columns are used as column labels.

118

** **Emojis** — a customizable set of emojis is used as column labels.

119

120

To add a row/column, click **+ Add row** / **+ Add column**. To delete a row/column, click the delete icon ([[image:icon_delete.png]]) to its right. To change the order of rows, drag and drop them by clicking and holding the icon ([[image:icon_drag.png]]) on the left.

121

122

The question has one exit point, which can be linked to the inputs of multiple blocks by configuring [[transition conditions>>doc:||anchor="HTransitionconditions"]].

123

)))|(% style="border-color:white" width="30%" %){{lightbox image="matrix.png" width="330"/}}

124

|(% style="border-color:white" width="70%" %)(((

125

====== Rating ======

126

127

A question that asks respondents to rate several characteristics on an N-point scale. The **Number** and **Column style** can be configured (similar to the matrix question).

128

129

In **Single** mode, the customer is asked to rate a single criterion formulated in the question itself. Optionally, you can set labels for the far-left and far-right elements of the scale to clarify the rating logic for the customer.

130

131

In **Matrix** mode, you can specify several criteria for evaluation. This mode is similar to the matrix question (**Scale**).

132

133

The question has one exit point, which can be linked to the inputs of multiple blocks by configuring [[transition conditions>>doc:||anchor="HTransitionconditions"]].

134

)))|(% style="border-color:white" width="30%" %){{lightbox image="rating.png" width="330"/}}

135

136

=== Transition conditions ===

137

138

|(% style="border-color:white" width="70%" %)(((

139

When adding a connection between questions, a transition condition settings window will appear if the source question type allows it. For the first added transition, setting conditions is optional.

140

141

When adding a second transition from the same source question, you must specify conditions. In this case, the first added transition may remain without configured conditions. You can use this feature to implement "if... else" scenarios: if the conditions are met, go to question B; otherwise, go to question A.

142

143

If a question has one transition and transition conditions are configured, the customer will proceed directly to the end of the survey if the conditions are not met.

144

145

You can also open the transition conditions window by right-clicking the desired connection.

146

147

Conditions are combined using the logical operators **AND** or **OR**. The image on the right shows an example of configuring transition conditions from a matrix or rating question: the customer will follow this connection if they gave a low rating for either the functionality criterion or the ease of use criterion.

148

)))|(% style="border-color:white" width="30%" %){{lightbox image="transition.png" width="330"/}}

149

150

=== Working with survey versions ===

151

152

|(% style="border-color:white" width="70%" %)(((

153

Each survey can exist in multiple versions. A survey version can have one of three statuses:

154

155

* **Active** — customers who follow a link to the survey see this version (even if the link was sent when a different version was active).

156

* **Draft** — the version is available for editing.

157

* **Archived** — the version was previously active.

158

159

The creation date is displayed for each version. For active and archived versions, the start date (when it was made active) is also displayed, and for archived versions, the stop date (when it was archived) is shown as well.

160

161

Editing is only available for drafts. When viewing a current or archived version, you can click the **Edit** button on the top toolbar to create a draft that is a copy of that version.

162

163

164

When switching between survey versions, unsaved changes are lost.

165

166

167

The preview function is available for drafts. Click the preview icon ([[image:icon_preview.png]]) on the top toolbar to see the survey as customers will see it. You can also answer questions and test the [[transition>>doc:||anchor="HTransitionconditions"]] logic.

168

169

You can make a draft or archived version active by clicking the **Make active** button on the top toolbar. If the survey already has an active version, it will become archived.

170

171

Completion history is available for active and archived versions. Only data related to that specific survey version will be shown.

172

)))|(% style="border-color:white" width="30%" %){{lightbox image="survey_versions.png" width="330"/}}

173

174

=== Survey settings ===

175

176

|(% style="border-color:white" width="70%" %)(((

177

In the **Survey settings** section, you can configure the following settings:

178

179

* **Survey title** and **Survey description**.

180

* **Limit survey duration** — you can specify a date after which survey responses will no longer be accepted.

181

* **Skip welcome screen** — if this option is selected, the survey will start not with the standard welcome screen, but with the first survey block. You can add a text block at the beginning or start immediately with the first question, without introductions.

182

)))|(% style="border-color:white" width="30%" %){{lightbox image="survey_settings.png" width="330"/}}

183

184

== Sending the survey to customers ==

185

186

Once the survey is created and one of the versions is made current, you can deliver the link to it using any mass messaging channel ([[Email>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.Email_mass_messaging.WebHome]], [[SMS>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.SMS_mass_messaging.WebHome]], [[Push>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.Push_mass_messaging.WebHome]], etc.) or a message sending action within a [[campaign>>doc:Main.Smart_Communications.SMC_Use.Campaigns.WebHome]]. To do this, add the following macro to the message text:

A unique link is generated for each customer.

193

194

== (% style="color:inherit; font-family:Montserrat,sans-serif; font-size:26px; font-weight:600" %)Survey results(%%) ==

195

196

To view survey results, select the desired survey from the survey list and click the **Report** button for it.

197

198

|(% style="border-color:white; text-align:center" %){{lightbox image="Report.png" width="1000"/}}

The page displays:

* The question text.

* A list of answer options, along with the number and percentage of customers for each option.

204

* Next to each option is an icon ([[image:icon_info.png]]) for downloading the list of customers who selected that option. If the survey contains multiple questions, their results are displayed grouped by question, one below the other.

205

206

The survey report can be exported to a file. Possible data export options for the report include:

* Raw data,

* Aggregated,

* Aggregated by points of sale.

211

212

The following export formats are supported: CSV (UTF-8), CSV (Windows), XLS, XLSX, ODS, HTML.

213

214

== Survey responses in the customer profile ==

215

216

In the [[customer profile>>doc:Main.Smart_Communications.SMC_Use.Customers.All_clients.WebHome||anchor="07"]], on the **Surveys** tab, information is available about surveys sent to the customer and how the customer answered each question:

217

218

|(% style="border-color:white; text-align:center" %){{lightbox image="survey_profile.png" width="1000"/}}

219

220

== Using surveys in the segment builder ==

221

222

Survey data can be used for filtering when building segments in the [[Segment builder>>doc:Main.Smart_Communications.SMC_Use.Customers.User_segments.Segment_builder.WebHome]] (for example, "Show customers who selected answer Z for question Y in survey X"). The **Surveys** group is used in the segment builder to work with survey data. The following filters are available in the group:

223

224

* participated in the survey;

225

* answer value in the survey.

226

227

Below is an example of creating a [[segment>>doc:Main.Smart_Communications.SMC_Use.Customers.User_segments.WebHome]] based on surveys:

228

229

|(% style="border-color:white; text-align:center" %){{lightbox image="survey_segment.png"/}}

230

231

In this example, the selection will include customers who did not take the "Feedback" survey but participated in the "Product review" survey and gave a high rating for the convenience criterion.

Wiki source code of 5. Surveys