What is a survey?

 

A survey is a question that you ask a group of customers, encouraging them to leave feedback about the product or experience they’ve received. Using the platform, there are two different metrics that you can use to survey your customers: Customer Happiness Score® or Net Promoter Score®.

 

Surveys provide your customers with an opportunity to voice their opinions, quickly and easily. When using Customer Happiness Score®, they’re asked how they felt about a product or experience, therefore giving an emotional and personal response. 

 

They’re also given the chance to leave a comment, so you can get a stronger understanding of why they felt that way. You’re able to connect to your customers and gather valuable insight into customer happiness and loyalty like never before!

 

Create an app survey

 

You will need to create an app survey and set it live before it can be displayed on your device. 

 

To create an app survey, just head over to the Surveys main page. Click on the ‘Surveys’ tab along the top panel.

 

 

Click ‘Create a survey’ to enter the Survey Wizard.

 

 

Stage 1: Survey type

 

This is the first stage of the Survey Wizard.

 

Here, you need to select a team and give your survey a name. Once you’ve done that, click ‘Save’.

 

 

You can now select the type of survey that you wish to use: CHS or NPS. However, only CHS surveys can be used on the app.

 

Click ‘Use CHS survey’.

 

 

You’ll now be asked how you wish to survey your customers: by email or on the app. Select ‘App’.

 

 

Stage 2: Survey

 

You’re now on Stage 2. This is where you can design and build your survey.

 

Now you have a chance to get creative! The blue areas and icons indicate parts of the survey that you can add to or edit. 

 

 

To add your logo and a banner image, click on the blue boxes to upload a file.

 

Alternatively, you can drag and drop your logo and banner image into the blue boxes.

 

 

You can edit the colour of the background, text or CHS faces, just click on the blue pencil icons next to each one.

 

 

To add a brand message and customise the survey question, click and type inside the blue text boxes.

 

The survey question is the only required field – you cannot move forward until this has been completed.

 

 

Any changes that you make will save automatically and appear instantly in the centre of the page.

 

You can see a preview of how your survey will look on a tablet by clicking ‘Preview’ in the top right corner.

 

 

When you’re happy with how your survey looks, click on the ‘Next’ arrow at the top of the Wizard.

 

 

Stage 3: Feedback

 

You’ve now moved on to the Feedback page.

 

This is the page your customers will see once they’ve clicked a face in the survey. Here, they can check which face they’ve selected and add any comments that they may wish to leave.

 

 

Edit this page by working through the blue icons again.

 

 

When you’ve finished, click on the ‘Next’ arrow.

 

 

Step 4: Email

 

After adding their comments, your customers will see the Email page. This is where they can provide you with their name and email address.

 

Feedback will only enter the platform once the customer has submitted their email address.

 

 

Edit the appearance of the Email page using the blue icons.

 

 

When you’re ready to move on, click on the ‘Next’ arrow.

 

 

Stage 5: Thank you

 

This is the end of the survey and the final page your customers will see.

 

 

Again, you can edit the appearance using the blue icons.

 

 

You can also add in a thank you header and message by typing in the blue text boxes.

 

 

Once you’re happy with your survey, click on the ‘Next’ arrow.

 

 

Stage 6: Summary

 

Welcome to the final stage of the Survey Wizard!

 

This is your survey summary.

 

 

To set your survey live, click ‘Launch this survey’.

 

 

And that’s it! Your survey is now ready to go!

 

Now it’s time to add a new device to display your survey.