Adding a new question to your survey is easy and can be done quickly. New questions are added by clicking New Question on the left sidebar. Select the question type you'd like to use and add your question text inline on the page. Available question types include:
Net Promoter Score (NPS) - Ask the industry standard NPS question - "How likely are you to recommend our business to a friend or colleague?" (0-10)
Key Driver - Ask the structured NPS follow up question - “How would you rate us in these areas?”
Customer Effort Score (CES) - Ask the standard CES question - “The company made it easy for me to handle my issue.”(1-7)
Customer Satisfaction (CSAT) - Measure which service touchpoint meets customer expectations - "How would you rate your overall satisfaction with the service you received?"
Multiple Choice - Select one or more from a list of custom options.
Picture Choice - Select one or more images from a list of custom options. Upload images or use Google image search (PNG, JPEG, GIF only.)
Like/Dislike - Quickly gather input as a thumbs up / thumbs down, or series of emojis.
Rating - Rate custom options on a customizable scale.
Ranking - Stack rank a series of custom options.
Slider - Define response on a spectrum.
Multiple Choice and Rating Grid - Ask a question with multiple items.
Form - Defined text field, including custom list.
Short answer - Free-form text field for open-ended questions without character limits.
Image Upload - Upload images from a tablet, mobile device camera, or desktop computer.
Section Break - Add instruction, information, or provide an area where no answer is needed.
Salesforce Lead Form - Add leads automatically to your Salesforce Org. Select which information you'd like to collect about your leads and we'll automatically set up the mappings for you.
Salesforce Contact Form - Add contacts automatically to your Salesforce Org. Select what information you'd like to collect about your contacts and we'll automatically set up the mappings for you.
Salesforce Case Form - Set up a form for customers to contact your support team. As soon as a survey response is submitted a case will be created in Salesforce or your Service Cloud environment.
Add to or update your Campaign Monitor subscriber list by adding in form fields to collect information.
The Net Promoter Score (NPS) asks customers a single question that can predict loyalty, renewal and referral rate - "On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?" We break NPS survey responses down into three categories:
Detractors : rating of 0 - 6
Passives : rating of 7 or 8
Promoters : rating of 9 or 10
Net Promoter Score (NPS) is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The final value can range anywhere from -100 to 100. GetFeedback summary report and dashboards will calculate your Net Promoter Score for you and display it with a visual histogram.
Please note: The design, order, and text of NPS answer options cannot be edited.
The NPS Key Driver question is a structured NPS follow up question. Key Driver looks like the rating grid question, but the question prompt is like a CSAT question and asks participants : “How would you rate us in these areas?” The Key Driver question lets you choose which areas of your business you'd like the end user to evaluate.
The NPS Key Driver question feeds into a special dashboard tile. This helps you identify the areas of your business that are impacting your NPS score so you can make changes to improve your customer experience.
The Customer Effort Score (CES) measures overall customer experience. CES questions ask participants if they agree or disagree with the statement "The company made it easy for me to handle my issue." CES responses are scored on a scale of 1 - 7, where 1 represents Strongly Disagree, and 7 represents Strongly Agree.
CES questions focus on the process customers go through when searching for an answer, instead of asking customers to rate the specific agent who helped them. A typical use case for a CES survey, would be for a customer who has recently worked with your customer success team. In general, you'll want to make sure that all customers are giving you a 5 or above in order to have the best possible overall customer effort score.
Please note: The design and text of CES answer options cannot be edited. You can reverse the order of the answer options when using a CES question.
CSAT Surveys measure customer satisfaction with a specific experience. A CSAT question asks: "How would you rate your overall satisfaction with the service you received?" Response options are on a scale from 1-5 - where 1 represents "completely unsatisfied" and 5 represents "completely satisfied."
Scores are then averaged to find the overall CSAT score. CSAT scores are a good way to measure how satisfied customers are with a particular interaction, procedure, or product. This is a great question to use as a follow up to a support case closure.
Please note: The design and text of CSAT answer options cannot be edited. You can reverse the order of the answer options when using a CSAT question.
Multiple choice questions are the most common question type and present many response options. In some cases, you may want to allow multiple answers on your multiple choice question. There are no limits to the number of response options on multiple choice questions. That said, we don't recommend more than five options per question.
You can also limit the number of selections your survey taker can make. Click Allow Multiple Answers on the question settings panel on the right side of the survey builder to adjust the number of acceptable answers.
Picture choice questions act like a multiple choice question, with the answers displayed as pictures instead of text. This is useful for surveys that have image assets to display. Upload an image for each response option and type a caption in the box below. (PNG, JPEG, GIF only)
Please note: This question is made to display beautifully on all mobile devices, you cannot change the size of the photos at this time.
The like/dislike question lets you quickly gather information from your survey respondents using a thumbs up or thumbs down option. You might embed this question type in an email or website widget to gather quick actionable data from your customers or website visitors. Click shape on the question settings panel on the right side of the survey builder to use other shapes for this question type.
Rating questions collect feedback on a particular product or service, which is often represented by the question "How did we do?" Response options score the interaction on the custom rating scale. On the question settings panel, you can edit the number of rating options, and change the shape of the rating to stars, hearts, circles, or numbers.
Ranking questions ask the respondent to place a series of response options in priority order. Ranking questions are more taxing for the user because they must stop and think about all the answers before ranking them. Because many respondents tend to skip these questions, we recommend setting the order of the response options to random.
Slider questions allow a respondent to give an answer that lies on a spectrum.For example, many questions that might start with "How do you feel..." allow the user to define their answer on a scale between two endpoints. The resulting answer is then translated to a number on a scale between 0-100 for further analysis.
Grid questions help you to ask the same question about a series of different items. For example, "How would you rate our service on the following: Price, Quality, Cleanliness, Professionalism." Instead of creating a separate question for each item, a Grid question allows the respondent to flip through the various items much more quickly. Although grid questions look tidier and more approachable than a survey with many questions, they can be taxing on the end user. We do not recommend using more than one grid question in a survey.
Use a form question to collect specific pieces of information about survey respondents. An event registration survey could use a form question to collect information about event attendees, such as their meal preference or twitter handle. Form questions can contain an unlimited number of fields, but we recommend limiting the number of fields per question to three or fewer.
Each form field can be set to optional or required, so that some fields are required, and some can be skipped. This way the respondent can choose to provide details for all fields or only those you deem necessary.
You can also create a custom drop down menu so your users can select a set range of answers. To set that up, open a form style question and choose Add Custom Dropdown and name the list.
Short answer questions collect unstructured feedback. There is no limit to the number of characters a user can enter for a short answer question within GetFeedback, but standard text fields in Salesforce may have a limit of 250 characters. Short answer or open-ended questions can be taxing for survey respondents. A survey with too many required short answer questions may have disappointing completion rates.
The image upload question is answered in the form of an image submission. The respondent can use their mobile device to take a photo, or upload an image from their device. We'll determine if the respondent is using a mobile device to complete the survey, and if so, we'll allow them to take a photo using their device. Otherwise, they'll have the option to upload the image.
GetFeedback displays images in the summary report of your survey. Image uploads can be mapped to Salesforce but the mapping in Salesforce is a link to where the image is hosted online, rather than the image itself.
There is a size restriction of 10MB on image uploads. We support JPG, GIF, and PNG at this time only.
The section break page works as a blank slide within your survey. For example - you may want new volunteers signing up via survey to review your mission statement, a section break could be a good option for this. To add text to your section break, select Description on the slide in the survey builder.
GetFeedback for Salesforce form questions can create a new lead or contact in Salesforce. First, choose the fields in Salesforce that you'd like to include in your form, and we'll set up the mappings for you, so you've got a Salesforce ready form.
Our Salesforce case question allows you to set up a form so customers can contact your support team. When a survey response is submitted, GetFeedback will make a case in the connected Salesforce or Service Cloud environment. Embed the form on your site or use a web overlay survey to display a pop up survey on your website.
Using a Campaign Monitor Email Subscriber Form lets you collect information from your users and automatically update your subscriber list in Campaign Monitor. Choose the list to update, and then add the fields you'd like to capture from your users.