Star Rating

A Star Rating question asks respondents to rate a team member from one to five stars, low to high. Respondents select a star to provide their rating.

Configure the following fields when adding a Star Rating question to a survey:

Nickname

Enter a nickname for the question to make it easier for you and other survey authors to identify it.

Opening line

For each channel used by your company, enter text that appears above the team member's profile image. For example, in the image above, the Opening line is for the Phone channel and reads "You recently had a call with:" followed by the team member's profile image.

Question

For each channel used by your company, enter question text that appears above the stars. In the example above, the Question is, "Overall, how would you rate the call?"

Start label

Enter text to be used as the label of the lowest rating. In the example above, the Start label is "Poor".

End label

Enter text to be used as the label of the highest rating. In the example above, the End label is "Excellent".

Comment placeholder

Enter text that prompts respondents to explain the rating they gave the team member. This text appears only after a respondent selects a star. For example, your Comment placeholder might be, "Please tell us why you chose this rating."

Enable Areas of Excellence/Rewards & Areas of Improvement

Turn this on to enable Areas of Excellence/Rewards and Areas of Improvement for this question.

Note: This property can be on for only one question in your survey.

Reporting identifier

This is a unique identifier for the question. Do not change the value in this field unless asked to do so by the Support team.

Net Promoter Score (NPS)

An NPS question asks customers to rate their likelihood (from 0 to 10) that they would recommend your company to others. Respondents select a number to provide their rating.

Configure the following fields when adding an NPS question to a survey:

Nickname

Enter a nickname for the question to make it easier for you and other survey authors to identify it.

Show headshot & bio

Turn this on to include the team member's profile image and bio in the question.

Question

Enter question text that will appear above the numeric scale. In the example above, the Question is, "How likely is it that you would recommend {{brand.name}} to a friend or colleague?"

Start label

Enter text to be used as the label of the lowest rating. In the example above, the Start label is "Not likely".

End label

Enter text to be used as the label of the highest rating. In the example above, the End label is "Very likely".

Enable comments

Turn this on to prompt respondents to enter information about their rating.

Comment placeholder

When Enable comments is enabled, enter text that prompts respondents to explain the rating they gave. The text appears only after a respondent selects a number.

Enable Areas of Excellence/Rewards & Areas of Improvement

Turn this on to enable Areas of Excellence/Rewards and Areas of Improvement for this question.

Note: This property can be on for only one question in your survey.

Show Question on Stream

Turn this on to include this question on the Stream.

Reporting identifier

This is a unique identifier for the question. Do not change the value in this field unless asked to do so by the Support team.

First Contact Resolution (FCR)

An FCR question asks respondents to indicate whether their issues were resolved or not.

Configure the following fields when adding an FCR question to a survey:

Nickname

Enter a nickname for the question to make it easier for you and other survey authors to identify it.

Show headshot & bio

Turn this on to include the team member's profile image and bio in the question.

Question

Enter question text that will appear above the answer choices. In the example above, the Question text is, "Were we able to resolve your issue today?"

Option 1

Enter the first possible answer to the Question (usually "Yes").

Option 2

Enter the second possible answer to the Question (usually "No").

Enable comments

Turn this on to prompt respondents to enter information about their rating.

Comment placeholder

When Enable comments is enabled, enter text that prompts respondents to provide more context about their answer. The text appears only after a respondent selects an option.

Show Question on Stream

Turn this on to include this question on the Stream.

Reporting identifier

This is a unique identifier for the question. Do not change this field unless asked to do so by the Support team.

Custom Scale

A Custom Scale question behaves similarly to an NPS question, in that it asks respondents to rate something along a numeric scale. The difference is that with a Custom Scale question, you decide exactly what respondents will rate. You also decide the size of the scale, to an upper limit of 20.

As an example, the Custom Scale question in the following image asks customers to rate the truth of the statement "It was easy to solve my problem" and provides a 5-point scale for the answer.

Configure the following fields when adding a Custom Scale question to a survey:

Nickname

Enter a nickname for the question to make it easier for you and other survey authors to identify it.

Show headshot & bio

Turn this on to include the team member's profile image and bio in the question.

Question

Enter question text that will appear above the rating scale.

Scale start

Enter the lowest number on the scale of answers.

Scale end

Enter the highest number on the scale of answers.

Start label

Provide text for the label of the lowest rating. In the example above, the Start label is "Not easy".

End label

Provide text for the label of the highest rating. In the example above, the End label is "Very easy".

Enable comments

Turn this on to prompt respondents to enter information about their rating.

Comment placeholder

When Enable comments is enabled, enter text that prompts respondents to explain the rating they gave. The text appears only after a respondent selects a number.

Show Question on Stream

Turn this on to include this question on the Stream.

Reporting identifier

This is a unique identifier for the question. Do not change this field unless asked to do so by the Support team.

Multiple Choice

A Multiple Choice question asks respondents to select from multiple options when answering the question.

Configure the following fields when adding a Multiple Choice question to a survey:

Nickname

Enter a nickname for the question to make it easier for you and other survey authors to identify it.

Show headshot & bio

Turn this on to include the team member's profile image and bio in the question.

Question

Enter question text that will appear above the answer choices. In the example above, the Question text is, "What is your preferred way to be reached?"

Option 1

Enter the first possible answer to the Question.

Option 2

Enter the second possible answer to the Question.

Click Add new option to add more possible answers.

Enable comments

Turn this on to prompt respondents to enter information about their rating.

Comment placeholder

When Enable comments is enabled, enter text that prompts respondents to explain the rating they gave. The text appears only after a respondent selects a number.

Show Question on Stream

Turn this on to include this question on the Stream.

Reporting identifier

This is a unique identifier for the question. Do not change this field unless asked to do so by the Support team.

Areas of Excellence/Rewards

Areas of Excellence or Rewards supplement primary question types, such as the Star Rating question shown below:

Configure the following fields when adding an Areas of Excellence question to a survey:

Nickname

Enter a nickname for the question to make it easier for you and other survey authors to identify it.

Question

For each channel used by your company, enter text that prompts respondents to explain what the team member did well. Consider using the same text for each channel, such as, "What did {{employee.first_name}} do particularly well?"

Reporting identifier

This is a unique identifier for the question. Do not change this field unless asked to do so by the Support team.

Areas of Improvement

Areas of Improvement supplement primary question types.

Configure the following fields when using Areas of Improvement in a survey:

Nickname

Enter a nickname for the question to make it easier for you and other survey authors to identify it.

Question

For each channel used by your company, enter text that prompts respondents to explain what the team member needs to improve. Consider using the same text for each channel, such as, "Sorry to hear about your experience. What could {{employee.first_name}} do to improve?"

Reporting identifier

This is a unique identifier for the question. Do not change this field unless asked to do so by the Support team.