We recommend setting up your organization before specific products.
If you have not set your location hierarchy, tags, users and groups, start here.

Survey Quick Start Guide

You only need to do three things to get yourself up and running in IntouchSurvey!

1) Build your Survey

2) Design your Survey

3) Distribute your Survey

4) View your Results

---

Build your Survey

1) Let's make sure we're in the right spot. Navigate to 'Survey' from the products menu.

2) While on the 'Surveys' listing page, go ahead and click the blue '+ Create' button.

From here you can: 

• Create from template 
• Create your own

3) Complete/Verify each tab of the Survey, up to 'Distributions'.

Build

Question Types

• Each 'Section' you create here will be treated as a new page on your survey. When end users complete all sections/pages and submit a survey, in addition to an 'Overall Score' you will get a 'Section Score' for each section as well.
• Add input elements (questions) and display elements (guidance for the end-user) to your sections. Don't worry, about design, conditional logic, and question scores for now. We'll talk about this later.
• In order to associate your survey results to specific locations, be sure to include a location type question so that your end users can pick the location they have visited (Note: You'll need to add your hierarchy and locations via org settings first). 

Library

• For inspiration or common questions, you can have a look at the question library

Logic

• Here you can customize your survey logic to help make the survey more efficient for the end-user and improve the quality of your data. For example, if the respondent didn't make a purchase, do not ask them about the purchase experience. You can hide or show any questions based on previous survey responses (or contact center fields if you plan to send the survey via email or SMS to contacts in your contact center). 

Settings

General: 

• Name/Rename your survey.
• Select Source Language (this is the default language for your survey). Note: In reporting, certain standard dashboard charts in reporting will only be displayed in the Source Language for the survey.
• Redirect after submission setting allows you to set a default redirect URL for the respondent upon completion of the survey.
• Set final page message setting allows you to customize the text found on the survey's final page.
• Custom survey URL (if enabled on your account) allows you to use branded URLs for survey distribution. The default domain for IntouchSurvey is intouchsurvey.com.
• Allow contact information to be included in survey/email piped text allows you to display contact and other 'public' contact center data fields within email distributions and within the survey when distributing your survey to contact center contacts. 
• Show Intouch Insight branding option can be disabled on enterprise plans only.
• Set a limit for respondents setting allows you to reduce spam responses by limiting submissions based on IP address. You can limit the responses per IP by quantity per day.

Points:

• Set the points value for each response value where the question is intended to be scored. 
• You can adjust the effective weight of your questions by awarding more points to critical questions.
• Where responses are not given a point value (empty) when selected the question will not be included in the calculation of the 'Overall Score' for the response.

Tagging (Available starting with the 'Data Enrichment' plan):

• Tagging questions allows you to create alternate scoring groups for your survey (naturally, you will always be provided with your 'Section Scores' but if you would like to combine the results of multiple scored questions that exist across sections, you can use 'Tags' to group the scores of these questions.
• Tagging your questions is also a requirement for 'Weighted Scoring'. 

Weighting (Available for Enterprise plans only):

• If you have tagged questions in your survey, and you have enabled 'View weighted score as overall score' in the general settings, you can customize the calculation of your 'Overall' score by providing a 'Weight' to each tag. 
• The total of all weights applied must be 100.

Translations: 

• If you would like to make your survey available to end-users in multiple languages, this is where you will translate the questions/responses and other labels in your survey. 
• Once you have selected the languages to include and provided the translated content, be sure to enable the language selector for your end-users so that they can easily change. 

Design your Survey

• Here you can customize your survey design, by changing the theme, layout, colors, text styling, branding, and additional features. Spend a little bit of time thinking about how end users will access the survey. For example, will you be embedding this survey on your website? Perhaps very minimal branding is needed. Will you be redirecting customers to the survey from your website? Perhaps tailor the design to be consistent with your website.
• Use the provided options to view and test your survey on a variety of device formats:
  • Desktop
  • Tablet
  • Mobile
• If you'd like to send a 'Preview' link (will not collect data) to some of your colleagues, you can do this via the share icon ().

Distribute your Survey

1)  Make sure your survey is published. A blue 'Publish' button means you have not published or that you have unpublished changes. A grey 'Publish' button means all changes have been published. 

Pro Tip: Check out your 'Overall Survey Health' in the 'Overview' to see if there are any improvements you can make to help boost response rates.

2) Pick your distribution method:

Link

• Use an anonymous link if you wish to include the survey in email signatures or redirect a page on your website to the survey. This is a great method for collecting general feedback. 
• Use a personal link (available starting with the 'Contact Center' plan) if you explicitly send the survey to a known contact that exists in the contact center. This will associate any responses generated from the link to the contact.

Website

• Use the provided embed code if you wish to embed the survey content directly on your website. This is a great method for collecting general feedback.

QR Code

• Use a QR code for printed media (on-site posters or receipts). This allows respondents to quickly access the survey on their mobile devices using their camera to scan the code. This is a great method for collecting real-time feedback from your customers.

Social Media

• Use social media when you want to post a survey to an audience that knows your brand. This is a great option for opinion surveys, but not the best option for capturing information about past experiences.

Email (Available starting with the contact center)

• Paired with the contact center, using email distributions is one of the best ways to capture feedback about a customer's recent experience. This enables you to dive deeper into the customer's journey when you import data such as products purchased with your contacts. You can tailor the survey flow based on the individual customer experience. You'll also have access to this detail when viewing the response in IQ. 

SMS (Available starting with the contact center + SMS plan)

• Paired with the contact center, using SMS distributions is one of the best ways to capture feedback about a customer's recent experience. This enables you to dive deeper into the customer's journey when you import data such as products purchased with your contacts. You can tailor the survey flow based on the individual customer experience. You'll also have access to this detail when viewing the response in IQ. 

 

View your Results

1) Once you have collected data, you'll see how respondents are answering within the 'Results' tab. You can also navigate to additional views such as the Survey Dashboard and the Sentiment Dashboard in IntouchIntelligence (IQ) from this page.

2) The 'Survey Dashboard' to see how your program(s) are performing over time.

By default, the date filter is set to 'Past 30 Days'. You can adjust your date (and other) filters via the filter icon.

Feel free to check out all of the standard dashboards available while you're here. 

3) Navigate from 'Dashboards' () to 'Records'  () via the left side navigation to find a listing of your survey records. 

Similar to dashboards, you can adjust your date (and other) filters via the filter icon.

Click on any record in the list to view full record details. 

Congratulations on launching your 1st survey!

For more information about Survey click here. 

For more information about Intelligence and LiaCX features click here.