Questions – Advanced Settings

The following screenshots show all of the advanced settings and what the question would look like when loaded as a web survey, in order to show what the specific settings do.

Labels & Other Appearances

The following advanced settings affect the way that the question appears to the user.

Labels

The Min Scale/No Label, Middle Scale Label, and Max Scale/Yes Label are used to label the question. In this example, the survey has Very Difficult for the 1 answer, Neutral for 3, and Very Easy for 5. These labels are for Number Questions, and the No/Yes Labels are for Yes/No questions. If there are no labels added, there will be nothing on Number Questions and Yes/No questions will just have Red (no) and Green (yes) buttons.

Default Response & Compulsory

The above screenshot of the survey is the default look, which is set to the 3 response. That is because the Default Response option is set to "Middle". The other options are None, Min, and Max. If None was selected along with Compulsory then there would not be a blue "next" button, which would only appear when an answer was selected.

Reporting & Score Type

Other advanced settings have to do with how the answers to the question perform in the reporting Dashboard, they are as follows:

Reporting

This is a simple on/off setting that allows you to ask questions that won't be reported on. This is useful if there is a question being used to set the respondent language or something where the answer is not essential for reporting, but rather used for survey flow.

Agent Score

Agent Score questions are those whose answer reflects the performance of the agent, rather than the product. Questions marked with Agent Score will then have the score of said question used to calculate the Agent Score that is found in the reporting dashboard.

Score Type

Another option is Score Type, which is only available for specific question types. These are three different industry metrics that we can create individual charts in the reporting Dashboard.

CES

CES stands for Customer Effort Score, an industry metric that helps to quantify the ease with which a customer was able to navigate an organization during their service experience. This is available only in number questions and can be out of any number but we recommend out of five. In this case, 1 would be Very Difficult and 5 would be Very Easy. Responses between 1 and 3 are then considered "Difficult" responses and 4 and 5 responses are considered "Easy" responses. CES is then calculated by taking the percentage of Easy answers and subtracting it from the percentage of difficult answers.

CSAT

CSAT stands for Customer Satisfaction and is another industry metric used to gauge customer satisfaction after a very specific interaction. This is available only in number questions and can be out of any number but we recommend out of five. In this case, 1 would be Extremely Dissatisfied and 5 would be Extremely Satisfied. Those who respond with 4s and 5s are then considered "satisfied customers" and CSAT is just the percentage of satisfied customers.

FCR

FCR stands for First Call Resolution, which is a metric that calculates how many people had their questions resolved in the first call. This is available only in Yes/No questions and is calculated as the percentage of customers who said yes.

Other

Timeout

Timeout response is specific to voice calls, it is the number of seconds of silence/lack of numerical input that will cause the survey to time out and eventually abandon. What occurs is that after the first timeout period, the question will be repeated. If that period occurs again it will repeat one last time (for a total of three times) and if the timeout period occurs one last time without any input then it will abandon the voice survey.

Allow Transcription

Another voice-specific setting, this is meant for text/record questions. We use an AWS tool to transcribe the audio from open feedback questions, and this ensures that said service is turned on.

Disabled

This disables the question without deleting it. This is useful if you need to test a question or are getting unnecessary results from a specific question.