Questions — Advanced settings
Configure labels, reporting, and other advanced settings for individual questions.
Each question in a Feedback survey can be configured with advanced settings to affect how the question is displayed, how it is treated in reports, and more.
Labels and appearance
The following advanced settings affect the way that the question appears to the user.
Labels
The Min Scale/No Label, Middle Scale Label, and Max Scale/Yes Label fields are used to label the question. These labels are used for Number and Yes/No questions. Without labels configured here, there will be no numbers displayed on Number Questions, and Yes/No questions will have red and green buttons without text.
Default Response
The Default Response field allows you to select a default, pre-selected answer.
Compulsory
When selected, the Compulsary checkbox will force respondents to select an answer before moving on. You can combine this setting with a Default Response of "None" to make sure the respondent selects something.
Reporting and score type
Other advanced settings have to do with how answers to the question appear on the Dashboard.
Reporting
This toggle switch allows you to ask questions that won't be reported on. This is useful if there is a question being used to set the respondent language, or a scenario in which the answer is not essential for reporting, but rather used for survey flow.
Agent Score
Agent Score questions are those whose answer reflects the performance of the agent, rather than the product. Questions marked with Agent Score will impact the Agent Score found on the Dashboard.
Score Type
This setting is only available for specific question types (see below). These are three industry metrics that can populate individual charts on the Dashboard.
- CES
- CES stands for Customer Effort Score, an industry metric that helps to quantify the ease with which a customer was able to navigate an organization during their service experience. This is available only in Number questions, and can be set to any numeric scale (although we recommend 1 to 5). CES is calculated by taking the percentage of "easy" answers and subtracting it from the percentage of "difficult" answers.
- CSAT
- CSAT stands for Customer Satisfaction, an industry metric used to gauge customer satisfaction after an interaction. This is available only in Number questions, and can be set to any numeric scale (although we recommend 1 to 5).
- FCR
- FCR stands for First Call Resolution, a metric that calculates how many people had their questions resolved in the first interaction. This is available only in Yes/No questions and is calculated as the percentage of customers who responded "Yes".
Other settings
Timeout
Timeout response is specific to voice calls. It is the number of seconds of silence or lack of input that will cause the survey to time out and eventually be marked as abandoned. After the first timeout period, the question will be repeated. If that period occurs again, it will repeat one last time (for a total of three times). If the timeout period occurs one last time without any input, then the voice survey will be marked as abandoned.
Allow Transcription
Another voice-specific setting, this is meant for Text/Record questions. We use an AWS tool to transcribe the audio from open feedback questions, and this ensures that the service is enabled.
Disabled
This disables the question without deleting it. This is useful if you need to test a question, or if you are getting unnecessary results from a question.
Repeat Question
When enabled, this will prompt respondents in a voice survey to press the Star key to repeat a question after a few seconds of inactivity.
When Repeat Question is enabled, additional fields will appear below the toggle switch. One field allows you to select a custom sound file to play, which should instruct the respondent to press the Star key to repeat the question. The other field contains text to be spoken by the IVR if the audio file cannot be played.
