In this article, we present our best practices and tips for creating questionnaires.
Table of contents :
Where to start
Before you begin creating your questionnaire, it's important to have a good idea of the questions you want to ask and the different aspects you want to measure. In other words, it's useful to make a plan!
Let's take the example of a company that does renovation work. This company has several types of services, employees and there are several aspects that they want to measure with the satisfaction questionnaire. It is a good idea to take the time to list the ideas, this way it will be easy to structure the questionnaire and turn the ideas into questions.
Once your plan is ready, you can go to the "Sequences" section of the left menu to select a sequence template to customize it.
⚠️ It is highly recommended that you always start with an existing sequence template and adjust it to your needs. This way you will save a lot of time and be assured that the options are set up correctly.
The sequence templates
Several sequence templates are available on the platform. To add a model to your account, click on the "+ Create a sequence" button.
You will have access to our collection of templates:
It is possible to filter the templates by sector with the drop-down menu to find a template quickly:
It is also possible to do a keyword search to find a template quickly:
To add a sequence template to your account, click on the "Select" button.
The sequence template will be added to your account and you will be able to customize it.
How to edit the questionnaire?
In the sequence you just added, click on the "Questionnaire" step.
Then click on the " Edit questionnaire " button. A window will open to allow you to modify the questionnaire:
How to edit the wording of a question and the answer choices?
All questions are malleable when you use a sequence template.
To change the wording of a question, click on the question title and enter the wording you want:
⚠️If your account is bilingual, don't forget to edit the French version as well. The French version is below the English version:
To edit the answer choices, click on the choice and enter the new answer choice.
You can press the "Return" key on your keyboard to move to the next answer choice:
How to add an answer choice?
To add an answer choice, click on "+ Add Answer Choice" and enter the name of the new answer choice.
⚠️If your account is bilingual, be sure to enter the French version of the answer choice, otherwise you will see this error message:
If the new answer choice requires a warning or explanation and there is none already, you can enable these options by checking the "Explanation" and "Warning" boxes.
To define whether a response requires a warning, check "Warning" to the right of the response choices for those that apply.
How to add a question?
To add a question to your questionnaire, click on the green "+ Add Question" button that is always on the top right when you edit the questionnaire.
You will have the option to choose a wording or select "Other". When you select "Other", you can enter the title of the question directly:
By default, when you add a question, it is of the "Free Answer" type:
To change the question type, click on the drop-down menu and select the question type you want:
Once the new question type has been selected, you must enter the answer choices and configure the question options.
To add answer choices, simply click on the answer choice, enter it and press the " Return " key on your keyboard to move to the next translation or choice. Changes are saved in real time .
Once you have created the scale, you must now configure the options for the question.
💡 Tip: If you create a question and the structure (question type and answer choice) applies to other questions you want to add, you can duplicate the question. This way you will save a lot of time!
The button to duplicate a question is located at the bottom right of the question:
There are several question types available on InputKit. To learn more about the question types👇
How to configure the options of a question?
There are several options and settings you can configure in your questionnaires:
Explanation : this allows the person responding to add comments. Comments are never mandatory, they are an optional text field.
Required : 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.
Warning : 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.
Display a N/A option : The N/A option allows the customer to indicate that he/she cannot rate this aspect even though the question is required, as it does not apply to his/her 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.
Emojis : the "Emojis" option allows you to add an emoji caption to the answer choices.
Here is a preview of this 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 legend is not activated, the answer choices are displayed in text:
Satisfaction filter : This option defines the question as a filter that determines customer satisfaction. In order for a customer to be considered satisfied, all their answers must be considered satisfactory. When a customer is not satisfied, he/she does not see the other steps in the sequence, he/she is redirected to the final message.
To learn more about the satisfaction filter 👇
Display logic : 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.
There are 4 types of display functions:
According to a previous question
According to the type(s) of employee(s) associated with the sending
According to the department(s) associated to the sending
Randomly chosen
To learn more about the display logic👇
If you want to learn more about the options and settings of a questionnaire, here is a full article on the subject 👇
How to assign an employee to a question?
It is possible to assign an employee type to scaled questions as well as to scaled question groups. The satisfaction filter must be enabled to assign an item to a question.
Scale question
To assign an employee responsible to a scale question, locate the "Employee responsible" field below the question and select the employee type :
Scale questions group
To assign an employee responsible to a sub-question, locate 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.
How to assign a metric to a question?
It is possible to assign a metric to scale questions as well as to groups of scale questions. The satisfaction filter must be enabled to assign a metric to a question.
Scale question
To assign a metric to a scaled question, locate the "Affected Metric" field below the question and select the affected metric :
Scale questions group
To assign a metric to a sub-question, locate the "Affected Metric" field below the sub-question and select the affected metric :
Best practices for an optimal questionnaire
Here are some tips and best practices to have an optimal satisfaction questionnaire to send to your customers.
Limit the number of questions. If there are too many questions, it may discourage respondents and negatively impact your response rate.
We recommend having between 5 and 8 questions. Scaled groups of questions are ideal for getting your customers to evaluate various points quickly without making your questionnaire too long.
If there are many aspects you would like to evaluate, you can use the question display logic and use the randomly chosen type. This logic allows you to display questions randomly in order to collect samples for each important aspect. This way, the questionnaire is short for the respondent and you get information on everything you want to measure!
To learn more about the randomly chosen question display logic 👇
Have clear question wording. In order to obtain optimal results, the wording should be clear and there should be no more than one aspect per question.
If you need to assess more than one aspect at a time, you can use scale questions group. This allows you to ask a question that applies to more than one aspect without making your questionnaire longer.
For example :
Check and test your questionnaire before sending it to your customers. Once your questionnaire is complete, you can view a preview of it in the platform. It's a good practice to check it to make sure everything is perfect and there are no mistakes.
To see a preview of the questionnaire, go to the sequence and click on the step "Questionnaire" :
The preview will be in the right section:
💡To enlarge the preview, you can click on this icon:
You will be able to see a preview of the entire questionnaire:
Once you are satisfied with the results, we strongly recommend that you test the questionnaire by sending it to your colleagues and yourself. This way, you make sure that all the questions are clear and it gives you the opportunity to adjust some aspects before sending it officially to your customers.
💡If you don't know how to do manual sending on InputKit, find out how with this guide 👇
Do not hesitate to write to us on the chat if you have any question.