Setting up survey questionnaires

Surveys (also referred to as Questionnaire) consist of a set of questions that can be used to gather feedback. All Tellofy surveys include two mandatory questions pertaining to the Net Promotor Score (or NPS). You can add additional questions (if required) to the survey based on your business needs. These questions should be such that it helps you to understand your customer's insights in a better way.

A survey is available publicly only when it has been associated with a location/event/entity. You can create separate questionnaires for each of your stores/locations/entities or events.

At the time of account creation, a default survey is automatically added and linked to your main location.

The default questionnaire is a very basic one that only contains the NPS questions; you can use this survey, as-is, edit it or create new surveys.

Public Facing Survey screen:

Typically a Tellofy survey questionnaire consists of  multiple questions:

Question1, pertains to the NPS (Net Promoter Score) rating ; this is a mandatory question that respondents must fill out in order to proceed.

Question 2, has two parts - part 1 pertains to providing details about the NPS score given, this is a mandatory question and users are not allowed to proceed till they provide an answer. 

Users can type in text or can use the speech to text option to have their voice transcribed and fed into the text area. Clicking on the Speech to Text button will open the audio recorder will the recording auto-started. Users can speak for upto a maximum duration of 6 seconds. At any time they can click on the Arrow icon to submit the recording and have their speech transcribed; once completed, the transcribed text will be available within the text-area, the user can edit the text, if required. Clicking on the stop icon on the audio player will stop the recording and allow users to play the recording back before submitting it for transcription. Clicking on the X icon will close the audio player without transcribing the recording.

Part 2 of the question, allows users to attach media with their review. Clicking on the Attach Media button will allow the users to choose from either images or video. In case of images, users can upload a maximum of 5; images can be attached by clicking on the upload button; attached images can be previewed by clicking on their thumbnails. To remove attached thumbnails, users can click on the relevant thumbnail to select it and then click on the delete icon that appears on the selected thumbnail. In case of video, the user can record a single video that is upto 2 minutes long.  

Attaching media is an optional step.

Other questions, in case custom questions have been added to the survey then each of these questions would be shown one after another. Generally, these additional questions would be based on your business use case and should be such that they help you to understand your customer's insights in a better way.

Final question, allows respondents to enter their personal details and agree to the terms. Personal details include, name, email and phone. Out of this name is always mandatory. You can however choose to make the email and phone number fields optional (this can be done via the settings section).

Managing Surveys

Login to the platform and go to Build-> Survey menu. All surveys that are available for your account will be listed on the screen.

From this screen you can:

• Add a new survey
• Edit a survey
• Copy an existing survey
• Delete a survey

To add anew survey or questionnaire, click the + sign on the Add Questionnaire box available on the screen.

You will be directed to the New Survey form, as shown in the screenshot below:

The first box in the form contains fields for:

• Name of the survey: When a new survey is added, it has a default title of New. To change it, click on New and type in a title of your choice.
• Description: Enter a description for the survey in the Form description field. The description is meant for internal use only and is not displayed to the survey respondents.

The second box in the form pertains to the survey sections; multiple sections each containing questions within it can be added. 

By default, one section is automatically added to every questionnaire. This section pertains to the NPS rating and contains two NPS related questions. This section is a mandatory one and it cannot be removed from the survey. You can however edit the section name, subtitle and question text. To do so:

• Enter a Section Name and Subtitle: Click within the corresponding fields to type a section name and an optional section subtitle or description. This will be shown to the respondents. 
  
• NPS Question 1 (How likely are you to recommend us to a friend or a colleague?): To edit the question, click on the question, the details of the question will be shown in the edit mode, make necessary changes. Click on “Add This Question” to save the changes. Since this is a mandatory question, you cannot make any other changes to it.
  
• NPS Question 2 (Please tell us more about your choice of score): This is also mandatory, as with question 1, you can edit the text of the question. This question cannot be removed.
  

In case you want to add custom questions, you would first need to add another section. To do so, click on the “+ADD SECTION” button; a new section (without any questions) will be added below the NPS section. Multiple such sections can be added, each section would be added below the previous one. Do note, that once added, the order of the sections cannot be changed. 

On the public facing survey page, each section will be added as a new page. Ideally surveys should not be too long, however you can add any number of sections as you want.

In each section you can:

• Enter a Section Name and Subtitle: Click within the corresponding fields to type a section name and an optional section subtitle or description. This will be shown to the respondents. 
• Add Questions: To add questions to a section, click on the “Add Question” button available to the right of the section box. A blank question box will open (as shown in the screenshot below). 

The following fields are shown within the question box:

• Question Text: Enter question text in the field provided
• Question Type: Choose the question type from the drop-down, the options are:
• Textbox
• Single Choice
• Multiple Choices
• Dropdown
• Date
• Icons - Deprecated
• Scale
• Time

            Based on your selection for the question type, you are presented with further options to complete your question.

• Department: The dropdown list here displays all the departments that are setup under your account. You can select the department that the question is to be associated with.
• Weightage: Choose the weightage for the question
• Mandatory Switch: Set whether the question is mandatory or not, by default all questions are set as mandatory.
• Attach Image to question: You can attach an image to your question too. For this, click the attachment   icon and select an image from your local computer's file system.
  

Click the “Add This Question” button to add the question to the questionnaire.

Questions have other options available for them:

• Copy question: A question can be copied, to do so, click on the clone icon  . The new question with the same details as the original question will be added below the original one. You can make changes to it.
• Re-order Questions: Questions within a section can be re-ordered, to do so click the icon   and drag the question, leave it at the position needed.
• Deleting a question: A question can be deleted by clicking on the delete icon   .

Searching for a Survey