There are several options and settings for configuring your questionnaires on InputKit. Learn more about the options and settings for the questionnaires that are available in the platform.

Table of contents :

There are 2 ways to access a questionnaire.

#1- Quick access from the drop-down menu

To access a questionnaire, click on your name in the upper right corner and then on "Questionnaires":

To open a questionnaire and make changes to it, simply click on the questionnaire:

#2- From the "Questionnaire" step of a sequence

When you are in a sequence, click on the "Questionnaire" step:

And click on "Edit questionnaire" in the left section:

A window will open to allow you to modify the questionnaire:

The "Required" option is available for each type of question and ensures that a customer cannot skip that question if it has not been answered.

This option is located at the bottom left of a question:

And at the bottom left of a sub-question:

To make a question mandatory, simply check the " Required " box:

When a question is required, an asterisk appears next to it to indicate that it is required:

💡Tips:

The not applicable (N/A) option allows the customer to indicate that they cannot rate this aspect even though the question is required, as it does not apply to their situation. This response means that the score is not counted and therefore has no impact on the level of satisfaction or on the Net Promoter Score.

For example, if there are several types of employees rated in the satisfaction questionnaire, but the customer has not seen all of them, they can answer "N/A" to questions about employees they have not seen during their experience. This allows the score to be discarded rather than having a 1/5 score because the customer is not able to evaluate an employee they have not seen.

The N/A option is available for scaled questions as well as for scaled groups of questions. It is also enabled by default in the Net Promoter Score question to avoid false scores, because the person does not know anyone to refer your services to in the area, for example.

To enable the N/A option, check the " Display N/A option " box located at the bottom left under the scaled questions or scaled question groups:

Here is a preview of the question with the N/A option enabled:

This option defines the question as a filter/determinant of customer satisfaction. Questions that have the 'Satisfaction Filter' option enabled are used to define whether a customer is satisfied or not. To be considered a satisfied customer, the customer's answers must pass all filters for these questions, based on your criteria.

When a customer is considered unsatisfied, you receive an email alert in real time and this alert is added as a task on your dashboard:

A satisfaction filter can be added for these types of questions:

ℹ️ Net Promoter Score (NPS) question already has a satisfaction filter built in based on the definition of Net Promoter Score itself. According to this theory, a customer who answers between 0 and 6 on this question is a detractor and this type of response is considered unsatisfactory.

How to activate the satisfaction filter and define the satisfactory answers?

The box to activate the "Satisfaction Filter" option is always found at the bottom of a question:

To activate it, you must check the "Satisfaction filter" box:

The filter will be activated and "Satisfied" boxes will appear next to the "Explanation" boxes.

To define the satisfactory answers, you must leave the "Satisfied" box checked only for the answers that are considered satisfactory:

💡 Tip: It is recommended to leave only the first 2 responses (in the above example, "Very poor" and "Poor") as unsatisfactory. In short, neutral responses should not be considered unsatisfactory.

To learn more about the satisfaction filter, read our full article on the subject 👇

When an answer choice has the "Explanation" box checked, it allows the respondent to add comments. Comments are never mandatory, they are an optional text field.

To activate the explanation function for an answer choice, simply check the "Explanation" box that is always to the right of an answer choice:

By default, the optional text field is suggested when answering the Net Promoter Score (NPS) question:

💡Tip: In order to gather as many positive comments about your employees as possible, it is recommended to enable the "Explanation" option for the most positive responses when evaluating an employee.

Assigning a position (type of employee), a metric or departments to questions allows you to collect even more precise data per assigned element.

For example, by assigning an employee type to a question, it allows you to evaluate staff and have a specific score for each employee who has that type rather than having an overall satisfaction level.

By assigning a metric to a question, it allows you to evaluate a specific aspect of the service you provide. All responses to that question will be averaged and you will see that metric as a visual indicator on your dashboard :

It is possible to assign an employee type to scaled questions as well as to groups of scaled questions. The satisfaction filter must be enabled to assign an employee type to a question.

Scaled question:

To assign an employee type to a scaled question, look for the "Employee responsible" field below the question and select the employee type:

Group of scaled questions:

To assign an employee type to a group of scaled questions, look for the "Employee responsible" field below the sub-question and select the employee type:

💡Tip: for more general questions, it's best to leave "None" as the employee responsible.

For example, if you have a question that evaluates the overall level of satisfaction, we recommend not assigning any employee type. The reason is that typically the customer will have interacted with several types of employees throughout their experience, so it's best to assign an employee type to a question that evaluates that position.

It is possible to assign a metric to scaled questions as well as to groups of scaled questions. The satisfaction filter must be enabled to assign a metric to a question.

Scaled question:

To assign a metric to a scaled question, locate the "Affected metric" field under the question and select the affected metric:

Group of scaled questions:

To assign a metric to a group of scaled questions, locate the "Affected metric" field in the sub-question and select the assigned metric:

If the metric you want to assign is not in the drop-down menu, you will need to add it to your account.

To learn how to add metrics 👇

A department can be assigned to the following types of questions :

To assign a department to a question, the satisfaction filter must be activated.

By default, the affected departments are "all departments". It is appropriate to leave all departments when there is no specific department to be affected by this question.

For example, for the question " How satisfied are you with your shopping experience on our website? ", it is better to leave "All departments" and specify the affected departments in the more specific questions.

To assign a department to a question, uncheck "All departments" and keep only the department to be assigned:

💡 Please note that it is possible to assign more than one department to a question if needed.

A "Warning" question allows you to be notified in real time when a situation requires immediate attention, but the warning does not affect the satisfaction level. This option only appears if the question does not already have a satisfaction filter.

A warning can be added on a multiple choice question (one answer only).

To activate a warning on a question, you must check the "Warning" box under the question and define the answer to which you want to receive a warning:

The "Emojis" option allows you to add an emoji caption to the answer choices of a scaled question or group of scaled questions.

The option to enable the emoji caption is found at the bottom of a scaled question or group of scaled questions. To enable it, you must check the "Emojis" box.

Here is a preview of the caption (the text caption depends on the text you have entered):

💡If you are using the emoji caption, we strongly advise not to change the selected emojis. The reason is that we created a caption with fixed emojis (as in the image) so that the caption will be the same no matter what device the responder is using.

If you select other emojis, the display may vary depending on the device you are using, or the emojis may appear as empty rectangles, because the device cannot read the emojis you have selected.

When the emojis caption is not activated, the answer choices are displayed in text:

The display logic function is a function that you can activate in your questionnaires in order to determine a precise logic for the display of questions.

This function is useful for directing questions to specific conditions or to randomly display questions to collect samples on each aspect you wish to evaluate.

There are 4 types of display functions:

To learn how to configure each type of display function 👇