Want to give surveys a shot but don't know how to get started? This is the only walkthrough you'll need to start creating and sending out surveys!
Why use surveys? Surveys are a great tool when it comes to assessing customer feedback. They allow you to ask more in-depth questions and gain better insight into how service went for your customers. They can be sent instead of review invites to randomly selected customers automatically, or you can hand-select customers to send surveys to.
Before you can create a survey, you must first create a pool of questions to choose from. There are a multitude of question types you can use when setting up your surveys. To create a new question, go to the Questions tab on the Surveys page and hit the "Add Question" button.
Write out the question you'd like to ask the customer, and select the question type that best fits. You will also have the option to select how many points a question is worth. These points will be scored to create a total possible score the survey can achieve.
Clicking on the edit pencil icon beside a question will pull up the stats on that particular question. You'll be able to see how many customers have answered this question, the total points earned, and the average score received. There's also a pie chart to show you how many of your customers selected which option.
You also have the option to change the point value for an answer, mark an answer as "actionable", and set the answer as a negative response under the Choices dropdown.
Marking an answer as "actionable" means that your team will be notified by this survey response either by push notifications or email. This is useful when a customer is upset and answers accordingly in the survey. This can go hand in hand with the negative checkbox, which lets you know that this customer is unhappy. Mark a negative response as such and select the "Take Action" checkbox to make sure your team is on top of it.
To make your first survey, head back to the main Surveys page under the Surveys tab. Click on the "Add Survey" button and you may begin.
Give your survey a name that you and your team will see (Survey Name) and give it a name that the customer will see when opened (Display Name). You'll also see the pool of questions previously created that you can now choose from and add to your survey. Just click on a question to add it to the survey! If you forgot to add a question previously, just click on the "New Question" button to add it to the pool.
Questions will be added in the order they're clicked on. To change the placement of the question in the survey, simply click on the ellipses beside your question and drag it to the appropriate place.
To mark a question as "Required", you can click the checkbox beside the question. This makes sure the customer doesn't skip the question when filling out the survey. Marking a question as option allows the customer to skip the question.
When your survey is organized to your exact specifications, just hit the "Add Survey" button.
If you need to make any changes to your survey, click on the pencil "Edit" button under Design.
From here, you can mark a survey as a draft, or as inactive. Marking a survey inactive removes it from your list of surveys on the main page.
Clicking on the Analyze tab takes you over to all of the questions added to the survey and a breakdown of all the answer statistics.
Click on the "Responses" button beside a question of interest to pull up more detailed information on the responses, such as who selected what answer, what team member was tied to their survey, and more!
Click on the "View Response" button to get even more information about that customer and their answers to the survey.
Heading over to the Responses tab will pull up the same information as the "Responses" button under the Analyze tab.
You will also be able to see surveys that have been sent to customers but have not yet been taken. Team members may be removed or assigned to surveys on this page by clicking the "+" button under "Assignments".
Clicking on the "Analyze" button will take you to the page previously shown with in-depth customer survey responses. Clicking "View" will take you straight to the page that customers will see when they click on a survey invite. Lastly, clicking the trashcan icon will remove the survey completely.
If there are multiple locations listed under the account, you can see their ranking under the "Location Ranking" tab. You can see how many surveys have been taken, how many points have been earned, and the average score for each location on this page.
Chatavise will also rank team members who have been rated in the selected survey just like locations are ranked.
Questions that have been marked as actionable will be shown under the "Action" tab. Actionable questions are helpful when it comes to survey answers showing that the customer is unhappy with the final result of their job.
From here you'll be able to see what customer is tied to what answer as well as the team member responsible for the job, the date their response was created, and the status of their complaint resolution. Clicking the "Analyze" or "View" button will take you to the customer's individual survey responses.
You can keep track of the status of this active survey response from this page. You can change this status by clicking the "Open" or "Close" button.
If you want to generate a survey for your customer to take before leaving their home, just click on the "Start Survey" button at the top right of each Surveys tab.
You'll be asked to select a location and a team member to assign to the survey. Click the "Generate Survey" button and click the blue link to start the survey right away!
If you want to set surveys up to be sent randomly to your customers instead of review invites, head over to the Locations page to get it set up.
Click on any icon on the Locations page, then click Survey Setup.
Survey setup is easy and only takes a second. First, select which survey you'd like to be sent out to customers. Click the dropdown and select from your pool of surveys.
Next thing is to decide how many customers will be receiving surveys. If you want about 10% of customers to receive surveys instead of review invites, select 1, but if you want all of your customers to receive surveys pick 10. Click "Save Changes", and everything will be set!
If you want to send a specific customer a survey invite, there are two ways to do it. Both can be accomplished from the Chats page. For the first option, head over to the customer that you'd like to send a survey to. Type up your message to this customer, including #keywords if necessary. Once your message is typed out and you're ready to attach the survey, click on the clipboard button, then click the "More Templates" button.
Click on the "Surveys" dropdown and check the box of the survey you'd like to include in your message. Click the "Update" button and your survey is now added to your message! You can send your message to the customer and Chatavise will generate a survey link.
The second way to text a survey to a customer can be done from the Templates tab.
Click on the "Add a message template" button and give your template a name. Something like "(name of survey) Survey Invite"; for example, Quick Survey Invite. Write up your message template including keywords, then hit the "Save" button.
The survey still needs to be added to the message. To do this, click on the pencil edit icon beside the message template.
Click on the Surveys tab at the bottom of the page, and select the survey you'd like to add to the template. Click "Update Template" and the survey will officially be added!
You can now click back to the main Chats page to select the customer you'd like to send a survey invite to. Just click the clipboard icon again, select "More Templates", click the Templates dropdown and select the template you just created. It's easy!
This covers everything you need to know when it comes to creating, sending out, and evaluating surveys. If you have any further questions about the Surveys page however, please feel free to reach out to me or my team through the Help button.