SUP 9.4 Create a survey, stage 3 of 4, Questions
For a Voice survey, stage 3 has four sections.
Welcome Message
"Play a brief message before the survey begins."
- Seleccione Audio File, a dropdown listing the audio available to your tenant.
- Upload Audio, to add a new file.
Compose Voice Survey Message
"Create and manage voice messages for your Survey." Each question is an audio file:
- For Question 1, choose an audio file with Seleccione Audio File, or add one with Upload Audio.
- Seleccione Add Question to add another question at the same level.
- Seleccione Add Nested Question to add a question underneath the current one, for follow-ups that only apply to certain answers.
Configure Keypad Responses
"Define the keypad options and choose the next question based on each response." A table with three columns, Key, Response and Next Question, pre-populated with keys 1 to 5.
- For each key, set Response and Next Question.
- The available targets are the questions you have defined plus End Message. With only Question 1 defined, the dropdown offers exactly Question 1 and End Message.
- Seleccione Add Key to add a further key, or the Remove row control on a row to delete it.
This is a branching survey, not a flat questionnaire. Because each key chooses the next question, you can send a caller who scored you badly to a different follow-up from one who scored you well. Sketch the branch map before you build it: every path must terminate at End Message, and any key you leave pointing at the wrong target silently sends callers down the wrong branch.
No Response
"Define what happens when the customer does not respond."
| Setting | Por defecto | The application's own description |
|---|---|---|
| If no response is received | Repeat Once | "Explain the outcome of no customer response." |
| Timeout | 60s | "Set the wait time for customer response." |
End Message
"Create and manage Your End messages for your Survey."
- Play an End Message, with the guidance text E.g., Thank you for taking the time to complete our survey.
- Seleccione Audio File and Upload Audio, as above.
Seleccione Next.
Stage 3 for a Text Form survey
For a Text Form survey, stage 3 is a different, simpler builder, headed Questions, "Add and configure the questions for your survey." It offers two question types:
| Type | Control | What it is |
|---|---|---|
| Driver Question | Add Driver Question | A rating question, answered on the scale you chose in stage 1. Text area, placeholder e.g. How satisfied were you with your call today? |
| Verbatim / Descriptive Question | Add Descriptive Question | A free-text question. Text area, placeholder e.g. Tell us a bit more about your rating? |
Each added question carries a Remove question control. Add as many of each as you need, then select Next.
Driver questions produce your score, descriptive questions explain it. The Score column on the survey list is computed from driver answers; verbatim text is what you read when a score moves. A survey of only descriptive questions produces no score.