Defining Survey Questions

Defining Survey questions includes adding questions, choices, and if necessary, translations. You do not have to create separate questions for each answer on Multiple Choice questions.

Adding Questions

To create a new question:

In Administration, select Company Setup > Surveys > Survey Definitions and click the survey you want to add the question to.
Click the New Question button on the banner.
Define the Question fields. Refer to table below for field descriptions.
Click the Save button.

Every question on a survey has the following fields (for more information, see Defining and Maintaining Surveys):

Survey Question Fields

Field	Description
Question ID	This is the sequence in which the questions were added to the survey. This field is not editable. When you use branching logic, this is the number that you will use to refer to each question.
Display Seq	This is the sequence in which the questions will be displayed when the survey is given, assuming no other branching logic is involved. The sequence numbers can be any positive integer value. By default, display sequences are created in multiples of 100 to make it easy to re-sequence questions later.
Active	This box must be marked for the question to appear when the survey is given. Inactive questions are skipped.
Short Question	This can be thought of as a brief title, subject, or summary of the question. It displays to the agent when giving the survey, but it is not intended to be read to the respondent. (See the example given in the next field.) This is also the value that is used on the Survey Report. The maximum length of this field is 40 characters.
Question	This is the actual text that should be read by the agent to the respondent when asking the question. The maximum length of this field is 255 characters. Example: The image shows a survey question as it is displayed to the user. The top line contains the Short Question ("Store Code"). Below that the Question is displayed.
Question Type	Leave this set to the default value of "Non-weighted." This functionality is no longer supported and is due to be removed or replaced in a future version.
Answer Type	Select the type of answer that will be given for this question. The options are as follows: Choice: This will be a multiple-choice answer. The respondent may select only one of the choices. You define the individual choices (up to 10) at the bottom of this screen. For details, see the Adding Choices section below. Text: This question will allow free-form text answers. Generally, these types of answers are difficult to quantify, so it is wise to use them sparingly, or not at all if possible. Code: The possible answers to this question will be provided by a category code. Multiple: This option is used for questions that will allow multiple answers (unlike a multiple-choice question, which only allows a single choice to be selected).
Company ID / Category ID	These fields are used in two situations: First, it is used if this question has a "Code" answer type. Select the Company ID and Category ID of the category that will be used to answer the question. Second, if you select an Address or Extended Address category (A-codes or P-codes), and you define the Survey Run with a Save Type of "Results and Address," then the answer to this question will be migrated to the corresponding field on the case to which the survey is attached. For more information about Survey Runs, see Working With Survey Runs.
No Answer Branch	If there is no answer given to a question and you want to skip to a specific question in the survey, enter the question sequence here of the question to go to next.
Forced Branch	If you want to skip to a specific question in the survey regardless of the answer that is given, enter the question sequence here of the question to go to next. If the Answer Type is "Choice," and the selected answer also specifies a branch, that branch will take precedence over this one.
Alert No Answer Info	If no answer is given for this question, you can specify an InfoCenter entry to display when the user moves on to the next question.
Alert Question Info	You can specify an InfoCenter entry to display to the user as soon as this question is displayed.
Catalog No Ans Info	This InfoCenter entry will be displayed if the "No Response" answer is chosen, and the user clicks the Catalog button on the survey window.
Catalog Quest Info	This InfoCenter entry will be displayed if any answer other than "No Response" is chosen and the user clicks the Catalog button on the survey window. If the selected response has a different catalog entry associated with it, that entry will be displayed instead.

Copying Questions

In Administration, select Company Setup > Surveys > Survey Definitions. Then, select the survey that contains the question you want to copy.
From the Question tab, select the question you want to copy.
Click the Copy Question button on the banner. A question is added to the survey that is a copy of the original question.

When using the Copy Question option, the copy is created and saved as a single step.

Deleting Questions

To delete questions:

Select the question you want to delete.
On the banner, click Delete. A dialogue displays asking you to confirm the deletion.
Click the Delete button.

Adding Choices

For multiple choice questions (those where the Answer Type is "Choice"), you must define each of the choices that are to be made available.

Questions must be saved before Choices can be created.

To add choices:

Select the Choices tab.
Click the New Choice button on the banner.
Define the Choice fields. Refer to the Choices table below for field descriptions.
Repeat steps 2 and 3, as needed, until you have defined all of your choices.
Click Save.

Survey Choices Fields

Column	Description
Choice Text	Enter the text of the choice (as it will be read by the agent). The maximum length is 40 characters.
Branch	If you want to branch to a specific question on the survey as a result of providing this answer to the question, enter the question sequence here of the question to go to next. This value, if provided, will take precedence over any value in the Forced Branch field for this question.
Score	The score value allows you to assign a weight to the survey choice. Choices with a higher value are given more weight. For example, you can assign Choice 1 a weight value of 75 and Choice 2 a weight value of 50. You can export this information to a text file when you generate the Survey Results Export Utility. The exported data will display the question choice and the score value for the answer the customer selected.
Alert	You can specify an InfoCenter entry to be displayed to the user if this answer is chosen. The entry is displayed when the user clicks the button to go to the next question on the survey.
Catalog	You can specify a Catalog entry to be displayed to the user if this answer is chosen. The entry is displayed when the user clicks the button to go to the next question survey.
Active	This box must be marked in order for the choice to appear when the survey is given. Inactive choices are skipped.
Display Sequence	This is the sequence in which the choices will be displayed when the survey is given. The sequence numbers can be any positive integer value. By default, display sequences are created in multiples of 100 to make it easy to re-sequence choices later.

Adding Translations

If you want to be able to give the survey in more than one language, you can define the necessary translations of the questions for each language that you want to support.

To add a new translation for a question:

Select the Translations tab.
Click the New Translation button on the banner. The Add New Translation Language dialog will display showing all of the available language IDs.
Select one or more languages for which you want to create translations, then click the Add button.
The selected languages are added to Translations list. Click on the entry to edit it.

For each question, you can provide translations for the Short Question, the Question, and each of the Choice values.