Skip to main content

Please know that we will cloning this site from August 3rd to August 15th. Any content changes you make will not be saved past that date. Please do not make any updates to the site on August 3rd through the 15th. If you have any questions please contact your site administrator. 

Gainsight Inc.

Survey 2.0 Design

In the DESIGN page, you can add and configure Pages, Sections, and Questions. 

A summary of the survey Pages, Sections, and Questions will be displayed under the Pages & Questions section on the left-hand side. Users can drag and drop each item in this section to change their order, as well as edit their names and delete them. These items are considered nested, where questions are under sections and sections are under survey pages.

Survey Pages

Pages are useful to help divide the survey into different sections. A survey will always have at least one page. Survey participants will only view one page at time.

To add a survey page:

1. Click the blue plus icon Snip20180430_40.png on the bottom-right of the design tab. Select the Page option.

2. The page will appear in the left panel of the Design tab. Click the pencil icon by the newly added page to name it.

Snip20180427_25.png

Survey Questions

We recommend developing your survey questions and deciding which question types to use before you set them up in Gainsight. The following types of questions can be added: Multiple Choice, NPS, Star Rating, Ranking, Matrix, Text. Questions are nested within survey sections. If no sections have been added, questions will appear directly in a survey page.

Note: It is not possible to edit the question type after the question is created.

To add a survey question:

  1. Click the blue plus icon in the bottom-right of the design tab. Select the Question option.
  2. Select the type of question you would like to add. You can also import a saved question from the Question Library.
  3. Enter a Question Title, ie. the text of the actual question.
  4. Fill out the rest of the question based on the type.
  5. Click the blue checkmark icon in the bottom-right of the design tab to save it. You can also click the dark grey x icon to abort adding the question.
Question Types
Multiple Choice

A Multiple choice question offers respondents multiple answers to choose from.

Snip20180430_39.png

Fill out the following:

  • Question Title: The question that will be visible to customers.
  • Add Image: Add an optional image to be displayed as part of the question.
  • Enter the Option Here: Type the answer options. Clicking the plus icon will add another blank option. Clicking the X icon will remove the option. The order of the answers can be changed by clicking the 6 dots to the right of an answer and dragging it to a new position.
  • Mark as Internal: Add internal questions for internal teams to respond to. These questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
  • Active: When checked, the question will be displayed in the survey
  • Required: Respondent must answer the question to submit survey
  • Control Type: Select the format of the question. Available options include:
    • Radio: Participants can only select one option as their answer. The list of options appear below the question.
    • Checkbox: Participants can select more than one option as their answer. The list of options appear below the question.
    • Drop Down Single Select: Participants can select one option from a list that will appear when they click the answer field.
    • Drop Down Multi Select: Participants can select multiple options from a list that will appear when they click the answer field.
  • Add “Other” Option: Check this to give customers the option to select “Other” as their answer.
  • Other Label: Change the display name of the “Other” option.
  • Layout: Select if you would like the question to be displayed vertically or horizontally.
  • Flattening Label: Survey Flattening is not currently offered in Surveys 2.0, but this field has been created for when this feature is added in a future release. Enter the display label for this question for the Survey Flattening feature.
  • Allow Comments: Check this to give customers the option to include free form text with their answer.
  • Comment Label: Change the display name of the comments field.
NPS

The NPS (Net Promoter Score) question is a scoring model for measuring customer satisfaction. It asks respondents to rate your product or service on a scale of 0 to 10, and then divides respondents into Promoters, Passive and Detractors. Only 1 NPS question can be added to a survey.

Snip20180430_38.png

Fill out the following:

  • Question Title: The question that will be visible to customers. By default, the question is “How likely is it that you would recommend us to a friend or colleague?” This text can be edited when configuring the question.

  • Add Image: Add an optional image to be displayed with the question.

  • Active: When checked, the question will be displayed in the survey

  • Required: Respondent must answer the question to submit survey

  • Flattening Label: Survey Flattening is not currently offered in Surveys 2.0, but this field supports this feature when it’s added in a future release. Enter the display label for this question for the Survey Flattening feature.

  • Allow Comments: Check this to give participants the option to include free form text with their answer.

  • Comment Label: Change the display name of the comments field.

  • Show Smileys: Check to display a color scale and smiling/frowning faces with the NPS scale. This disables the Show Neutral option.

  • Show Neutral: Check this to display a “Neutral” label above the middle of the NPS scale.

Star Rating

With rating scale questions, the respondent selects a single rating for your question.

Snip20180430_34.png

Fill out the following:

  • Question Title: The question that will be visible to participants.
  • Add Image: Add an optional image to be displayed with the question.
  • Mark as Internal: Add internal questions for internal teams to respond to. These questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
  • Active: When checked, the question will be displayed in the survey
  • Required: Respondent must answer the question to submit survey
  • Number of Stars: Select a 3, 5, 7, or 10 stars scale.
  • Flattening Label: Survey Flattening is not currently offered in Surveys 2.0, but this field supports this feature when it’s added in a future release. Enter the display label for this question for the Survey Flattening feature.
  • Allow Comments: Check this to give participants the option to include free form text with their answer.
  • Comment Label: Change the display name of the comments field.
Ranking

The Ranking question asks respondents to compare items to each other by dragging and dropping them in order of preference.

Ranking question example.gif

This image shows a ranking question from the survey participant’s view.

Fill out the following:

  • Question Title: The question that will be visible to customers.
  • Add Image: Add an optional image to be displayed with the question.
  • Enter the Option Here: Type the answer options. Clicking the plus icon will add another blank option. Clicking the X icon will remove the option. The order of the answers can be changed by clicking the 6 dots to the right of an answer and dragging it to a new position.
  • Mark as Internal: Add internal questions for internal teams to respond to. These questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
  • Active: When checked, the question will be displayed in the survey
  • Required: Respondent must answer the question to submit survey
  • Flattening Label: Survey Flattening is not currently offered in Surveys 2.0, but this field supports this feature when it’s added in a future release. Decide the display label for this question for the Survey Flattening feature.
  • Allow Comments: Check this to give participants the option to include free form text with their answer.
  • Comment Label: Change the display name of the comments field.
Matrix

A matrix question is a 2-dimensional version of the Multiple Choice question type. It is arranged like a table, where the questions are listed on the left and answer choices across the top.

Snip20180430_35.png

Fill out the following:

  • Question Title: The question that will be visible to customers.
  • Add Image: Add an optional image to be displayed with the question.
  • Subquestions: Enter a subquestion or item for participants to rate. Clicking the plus icon will add another blank option. Clicking the X icon will remove the option. The order of the subquestions can be changed by clicking the 6 dots to the right of a subquestion and dragging it to a new position.
  • Answers: Write an answer for participants to select when answering each subquestion. Clicking the plus icon will add another blank option. Clicking the X icon will remove the option. The order of the answers can be changed by clicking the 6 dots to the right of an answer and dragging it to a new position.
  • Mark as Internal: Add internal questions for internal teams to respond to, and these questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.
  • Active: When checked, the question will be displayed in the survey
  • Required: Respondent must answer the question to submit survey
  • Control Type: Select the format for the answer options. Available options include Radio and Checkbox.
  • Answer Scoring: Check this to assign each answer a weighted score. This is only available with the Radio Control Type.
  • Flattening Label: Survey Flattening is not currently offered in Surveys 2.0, but this field supports this feature when it’s added in a future release. Decide the display label for this question for the Survey Flattening feature.
  • Allow Comments: Check this to give participants the option to include free form text with their answer.
  • Comment Label: Change the display name of the comments field.

Use Matrix - Single Answer per row (radio) when a grouping of questions use the same choices and a single answer can be chosen for each question. The rows are the questions and the columns are the possible answers.

Use Matrix - Multiple answers per row (checkboxes) when a grouping of questions use the same choices and multiple answers can be chosen for each question. The rows are the questions and the columns are the possible answers.

Text

Use the Text question type for open ended questions.

Snip20180430_36.png

Fill out the following:

  • Question Title: The question that will be visible to survey participants.

  • Add Image: Add an optional image to be displayed with the question.

  • Mark as Internal: Add internal questions for internal teams to respond to.These questions will not be visible in the survey for end-users. Selecting this option disables the Answer Required check box. Internal responses can be used in situations where a participant is unable to complete the survey, such as when an employee conducts a survey over the phone.

  • Active: When checked, the question will be displayed in the survey

  • Required: Respondent must answer the question to submit survey

  • Control Type: Select the format of the answer options. Available options include:

    • Short Text: The default character limit is 50, but options for 30-90 characters can be configured.

    • Long Text: You can configure the number of rows and columns available. The character limit is 4000.

    • Integer: Only whole numbers can be used to answer this question. The character limit is 10.

    • Number: Only numbers can be used to answer this question. The character limit is 10.

  • Character Limit: Select the maximum number of characters customers can input for their answer. This option is only available for the Short Text Control Type.

  • Rows: Select the number of rows participants can use for their answer. This option is only available for the Long Text Control Type.

  • Columns: Select the number of columns participants can use for their answer. This option is only available for the Long Text Control Type.

Settings

After a question is created, additional setting options become available when the question is selected.

Snip20180501_44.png

  • Add Logic: Add Display and Skip logic rules to the question. Refer to Logic Options for more information on this process.
  • Translate: If the survey only has one language currently configured, click this to add more languages on the Properties tab. If multiple languages have been added to the survey, click this to navigate to the Question Translation page.

Snip20180501_45.png

You can select the language you would like to translate the question into and then add translations for each text element of the question. The View Summary option shows the percentage of translation completed for each question. This percentage is shown for each language used by the survey.

  • Add to Library: Add the question to the Question Library. Refer to Question Library for more information on this process.
  • Edit: Change the question’s configurations.
  • Clone: Clone the question within the survey.
  • Delete: Delete the question. After selecting this, a pop-up window will display asking you to confirm the deletion.
Question Library

The Question Library gives Admins the chance to save questions they create for use in future surveys.

Note: At this time there are no question templates available through the Question Library. Templates may be added in a future release.

Saving Questions

After a question is created in the Design tab of Surveys 2.0, you can save it to the Question Library with the following steps:

  1. Navigate to Surveys 2.0 and open the survey with the question you would like to save.
  2. Click the Design tab, and select the question you would like to save from the Pages & Questions panel on the left-hand side.
  3. In the Settings menu, click the Add to Library option to save the question.
  4. Select a folder to save the question under, or create a new folder for the question.

save question to question library.gif

Importing Questions

When adding new questions to a survey, you have the option to import an existing question from the Question Library using the following steps:

1. Navigate to Surveys 2.0 and open an existing survey, or create a new survey to add the imported question. For more information on creating surveys from the Survey 2.0 list view, refer to Surveys 2.0 Overview.

2. Click on the Design tab, and click the blue plus icon.

3. Select the Question option and then select the Import from Library option.

Snip20180419_10.png

4. In the library menu, select the folder to open and select the question and answer options to be imported. Click the checkmark to add the question to your survey. You can add more than one question and you may edit the question or answer options after import.

Snip20180430_32.png

Preview

To preview your survey at any time, click the PREVIEW option in the upper right. 

Snip20180427_19.png

This opens your survey in a new window and shows you what the survey looks like for participants. 

Snip20180427_23.png

  1. Survey Title: The title of the survey being previewed.
  2. Survey Question Preview: Preview the survey’s questions and test the answer options.
  3. Submit Survey: Test submitting answers to the survey. These preview answers will not be recorded and tracked as part of analytics.
  4. Select Language: Change the language of the survey preview. Only the language options you have configured in the Properties tab will be available here.
  5. Refresh Answers: Click this to reset the answers of the preview questions to blank.
  6. Preview Style: Change the layout of the preview from desktop, tablet, or mobile.
Logic Options


As you design your survey, you can apply the following logic features to control the behavior of your survey and enhance the quality of your data.

Display Logic

When you select Display Logic for a question, the question will be shown only when the conditions set by you are met.

That means Display Logic allows you to show/hide a survey question, displaying it only to participants when they select a particular answer option (condition/rule) to an earlier question. This Logic is useful for follow-up questions and can be included on a single page.

Here are the steps to set this feature for your survey questions:

  1. Under the DESIGN tab, create a survey or select an existing survey to edit.
  2. Ensure that you have added all questions, and finalized their order, before applying Display Logic.

display logic.gif

Limitations/Conditions

  • This is not applicable to the first question.
  • If preceding question is internal or inactive type, display logic doesn’t work for the later questions.
  • This is applicable for all question types of questions .
  • If a header is selected, no rule is allowed

* All the questions to be used inside a rule must not be internal and must be active.

Skip Logic

Selecting Skip Logic option improves the survey experience:

Once you create your survey questions, you can add Skip Logic to customize them. Based on the respondent’s answer to a question, they can skip over a section containing irrelevant questions.

  • Add Skip Logic once you complete adding, ordering, and editing your survey questions. Later you can make changes only after removing skip logic.
  • Skip Logic (same as Page Branching) makes the survey process quicker and smoother for your respondents.

skip logic.gif

Limitations/Conditions

  • This is applicable on all question types except Text and Ranking.
  • This is not applicable to inactive or internal questions.
  • This is applicable to the latest survey question.
  • When Skip Logic is selected, mandatory questions are not considered while jumping pages.
  • This skip pattern varies based on the rules that you define for the respondent.

Rules cannot be added if.

  • selected question is the last question.
  • selected question type is text or ranking.
  • selected question is a header.
  • Selected question is used in an Advanced Outreach.

* All the questions to be used inside a rule must not be internal and must be active.

 

  • Was this article helpful?