Create Your Custom Survey

To begin creating a new Custom Survey, select "Drafts" under Surveys from the main Navigation Bar. This will take you to a list of all of your inactive Surveys. Then click Create New Survey > Custom Survey.

Survey Settings

• Name - The name of your Custom Survey will distinguish it on the Active Surveys page.  Make sure your plan names are clear but concise, so they are easy to recognize.

• Description - The description of your Custom Survey allows you to elaborate on the purpose of the Survey. This is an internal description not shown to your customers.

• Type of Campaign
  • Periodic - This is a way to set up a recurring survey that sends to your customers on a regular basis.
    • Recurring - This indicates how often people who are in this campaign will be resurveyed. For example, you might set this at Every 6 Months so the same contact is only surveyed again 6 months after they have taken the initial survey
    • Drip Rate - Surveys can either be sent all at once to everyone in a segment, or they can be dripped. For example, you can Drip over 3 Months, meaning that every day a small percentage of people in the selected segments are surveyed.
  • On Segment Entry - This means that a contact will be surveyed when they enter a contact or account segment. There is no drip rate option for this one, so all contacts will be surveyed immediately upon entry.
• Segments - Next you need to choose which contacts will be associated to your campaign. This is done through Segments. Choose which Segments you want associated to this specific campaign
• Send Settings
  • Day To Send - Choose Business days only or any Calendar day. Note that this setting dictates how wait times are calculated for your Reminders (if applicable -- see Reminders section below)
  • Time to Send - The time you want to send the survey to the contact.
  • Timezone - The timezone in relation to your "Time To Send".
• Unsubscribe Link in Emails - If you want surveys sent via email to include an unsubscribe message +  link, this setting should be ON. It is a Campaign-level setting, meaning all email surveys from that Campaign (initial + reminders) will or will not include the unsubscribe message + link based on this setting. 
  • If ON, ChurnZero will automatically include the same unsubscribe message + link that is used in emails that are marked as Type = Marketing in Playbooks. 
  • If a contact unsubscribes from a CES email, their "Marketing Email Status" will be updated to "Unsubscribed". This same attribute is updated by unsubscribes from Marketing emails. In other words, when a contact unsubscribes from a CES email or a Marketing email, they will no longer receive CES surveys via email nor Marketing emails. 
  • IMPORTANT: The ability to unsubscribe is specific to email; contacts cannot unsubscribe from in-app content or surveys. If your CES Campaign includes surveys via email and in-app, unsubscribing will only remove them from email surveys. They WILL still receive in-app surveys. 
    • If you also don't want contacts to receive in-app surveys if they unsubscribe, you'll need to include Marketing Email Status = Subscribed as a filter in the Segment(s) controlling your CES Campaign. 

Message Settings

This is where you will decide how you would like to deliver the link to your Survey. You can deliver via an email or an in-app announcement. If you send via In-App Announcement you will see the following settings:

• Position- Determine the position of your in app announcement. Note: We do not support "Pop Up" as a method of delivery at this time. Only sliders and Panel Only.
• If No Response, Expire After- How long until we expire this message?

The following settings will be available for both In-App Announcements and Emails:

• Post As-  Choose who the message will come from, either a specific ChurnZero or an Account Role. 
• Message Content- Customize the text of the message. You must include a link to the survey, or else you will not be able to save. You can use the "Insert Survey Link" option to either add it as hyperlinked text or a button. 
  

You can use the "Add Reminder" to create follow up messages. The content will automatically be copied from the previous message, but you can update the text as desired. Use the trash can icon to delete a follow up message.

Questions

The Questions tab is where you can begin to build the foundation of your Survey.  First you will create the header of your survey. 

Survey Header

• Company Logo- An optional setting that allows you to import a logo that will appear on the top of your survey.
• Title
  • Color- Color of your survey title
  • Font Size- Font Size of your survey title
• Description- An optional area for you to add more descriptive text that will appear at the top of your survey
  

Survey Questions

When adding a new question you will see all of the following settings:

• Survey Question- What is the text of the question you want to ask? The question box is fully HTML enabled, allowing users to insert images, merge field tags, etc into the question. They also have full customization of fonts, sizes, colors, and alignments
• Answer Type
  • Small Text- one line of free text
    
  • Large text- comment box of free text
    
  • Date-Allows you to enter a date from a calendar selector.
    
  • Number- Number selector ( can be negative, positive, and decimal). Reports will show averages, min, max, etc.
    
  • Single Select- Define a list of answers and the survey taker can pick one
    
  • Multi Select- Define a list of answers and the survey taker can pick multiple
    
  • Ratings- for each rating they can indicate the number of answer choices there are.
    • Faces
      
    • Stars
    • Rating
      
    • Text
• Required Question- The question must be answered in order to complete the survey. The question will be denoted with an asterisk
• Question Help Text- Optional field that will insert a tooltip that will allow you to insert help text for more relevant information
• Merge Field Tag- Adding this will allow the answer to the question to be inserted into Play messages as a merge field.
  Note: In order to keep your merge field list clean, we recommend only turning this on if you intend to put responses in follow up Plays.
• Reporting Label- Condensed text that will show in segments and reports.
• Hide Question- Will hide the question from end users taking the survey. This can be used if you no longer want answers to the question, but want to keep the results for reporting purposes.

Questions can be added with the + icon, deleted with the trash can icon, and copied, with the copy icon. You can delete a question at any time, even after a survey is live. If you delete a question, you will loose all of it’s answer history. Use the "Hide" functionality if you want to keep the historical data, but no longer collect answers. 

Questions can be dragged and dropped to reorder, or you can bulk reorder with the Reorder Questions button. 

Question Groups allow you to separate the survey with Group Headers, if you would like to break up related questions in their own groups. You can add new groups with the Add Group Button at the bottom of the page, or it can be done from the "Reorder Questions" dialog. Use the pencil icon to edit the group title, or the trash icon to delete the group

Note: Deleting a group will not delete your questions in that group. The questions will be moved to the top of the questions page in the "Ungrouped Questions" section.

Styling

Survey Styling is where you can customize the look and feel of your survey. The settings below will apply to the whole survey.

• Font Family- Choose from one of our list of fonts that will apply to the Survey
• Background Color- The color of the background of the survey page.
• Question Background Color- The color of the question box
• Question Text- Default question text color, size, and alignment.
  Note: This can be overridden by styling at the question level on the Questions tab.
• Group Header- The color of the text for your Question Groups
• Submit Button- Select the Color, Size, and Text of the Submit Button
• Validation Text- Customize the message that appears if you try to submit without answering the required questions.
• Thank You Message- This is the message people will see once they click "submit" on a survey. This is also what will be displayed if they click the link and have already taken the survey.

Preview

To preview your survey click the "Preview" button at the top of the Questions or Styling tab. This will open up a new tab to show you your survey. In a survey preview, you can answer questions and click submit, which will take you to the "Thank You" page. Submitting a survey preview does not record answers to your survey for reporting.

Any changes you make to your survey will be reflected in the preview automatically. Just make your changes, navigate back to your preview tab, and click "Refresh". You can also click the "Preview" button again and it will refresh your preview tab.