Create surveys

A survey includes a request, a subject line, a few questions, and a survey completion page.

For an overview of creating surveys, see the following video:

To create a survey:

1. On the Settings page, click Survey Builder.

2. On the Survey Builder page, click Start a new survey.

   The Feedback Survey page appears. This page includes three main areas that help you build your survey. Use the navigation area to select a component to edit. Use the edit area to make changes to the selected component, and view those changes in the preview area.

   

3. If your company is using multiple languages for surveys, select the first language for the survey in the Language dropdown menu.

4. Configure the Survey Request email, which determines what respondents see when receiving a request for feedback:

   1. In the navigation area, click Survey Request.

   2. In the edit area, enter an email subject line for each channel used by your company.

   3. Use the Preview dropdown menu in the preview area to view the subject line for each channel as it will appear to respondents.

5. Add up to three primary questions to your survey:

   1. In the navigation area, click Add a question, and then select a question type.

   2. In the edit area, configure the details for the question.

   3. To reorder a question, drag and drop the question in the navigation area.

   4. To delete a question, hover over the question and click the trashcan icon.

   5. Repeat these steps until you have added up to three questions.

   For detailed information about each question type and the fields you can configure for each type, see Question types.

   Tip:

   As a best practice, we recommend that you start with a Star Rating question, with Areas of Excellence (AOE) and Areas of Improvement (AOI) associated as secondary questions. After that, add a First Contact Resolution (FCR) question and a Net Promoter Score (NPS) question.

   The Star Rating question maximizes your response rate and produces granular and actionable agent-specific feedback. The FCR and NPS questions provide the insights needed to optimize your company’s experience program.

6. If you enabled Areas of Excellence, Areas of Improvement, or rewards in a primary question, configure the text for the related secondary questions.

   For example, the survey in the following image has additional questions associated with a Star Rating question.

   

   For detailed information about these features, see Areas of Excellence and Areas of Improvement and Rewards.

7. Configure the final (Thank You) page of your survey:

   1. In the navigation area, click Thank You Page.

   2. In the Message based on response from question field, select the question type to use as the basis for the Thank you page.

   3. Based on the question type you selected, enter text for all possible values of the question.

   4. If you would like to enable or edit marketing features on the final page, click Enable Marketing Features in the navigation area.

      This opens a settings page for marketing. For more information, see Marketing features.

8. Preview and test your survey:

   1. In the navigation area, click Preview & Test.

   2. Enter your email address, then click Send test.

   3. Review and complete the survey email you receive.

   4. If needed, make changes to the survey and send another preview.

9. When you are satisfied with your survey in all languages, click Publish survey and confirm the publication when prompted.

   

10. If your company is using multiple languages for surveys, repeat this process for each language.

Survey completion (Thank You) page

Respondents see a customizable final page after answering the questions in your survey. The appearance of text on this page is based on a response to a Star Rating, NPS, or FCR question.

• For a Star Rating Question, configure the Thank you text based on whether the respondent rated the team member positively or negatively.

• For an NPS question, configure the Thank you text based on whether the respondent scored as a promoter (9-10), passive (7-8), or detractor (1-6).

• For an FCR question, configure the Thank you text based on whether respondent indicated the issue was resolved or not.

For example, if you select an FCR question, the Thank you text for a resolved issue might be, "Thank you for your feedback! Share your feedback with friends!" For an unresolved issue, the Thank you text might be "Thank you for your feedback. We will share your feedback with {{employee.first_name}} and work hard to do better next time."

We recommend using the final page as an opportunity to engage with satisfied respondents using marketing features to encourage them to share their experiences through social media. You can also redirect respondents to a company webpage for re-engagement.

Edit surveys

Click Edit on the Survey Builder page to modify any aspect of the survey.

When you need to make meaningful changes to a question, we recommend deleting the existing question and adding a new question in its place. Deleting the question from the survey retains all historical data associated with that question, while creating a new question adds new data to reporting.

Variables in text fields

You can use the following variables in the text fields of your survey, such as email subjects, thank you text, and so on:

• {{employee.first_name}} — The first name of the team member who interacted with the respondent

• {{customer.name}} — The name of the respondent

• {{brand.name}} — The name of your company brand as defined on the Company Info page

• {{brand.handle}} — The API brand label for your company as defined on the Company Info page

Survey expiration

Surveys expire seven days after they were sent. Respondents need adequate time to see and respond to a survey, but not so much time that their feedback becomes outdated. The automatic expiration avoids recording responses too long after the support interaction took place.

For an expired survey, respondents can still access the survey email and click through the survey, but Agent Connect will not record responses. This ensures that historical data is not affected by late replies to surveys and that the feedback your team sees is recent, relevant, and actionable for coaching and QA.

If your company needs a different expiration limit, contact the Support team or your account manager.

Manage email reputation

Since Agent Connect surveys are sent via email, each Agent Connect account has a reputation and an hourly quota for sending requests. An account's reputation can be Poor, Good, or Excellent, and is determined by bounce rate, spam complaints, and unsubscribe requests. A positive reputation score (Good or Excellent) is determined by successfully achieving a bounce rate below 5% and preventing as many spam complaints as possible.

To learn how you can manage your email reputation, see How is email reputation handled?.