Importing Historical Survey Answers

If you are migrating from a different survey tool, or have been collecting Survey Answers manually, ChurnZero offers a method of importing these responses into our standard Survey Modules. This will allow you to view these responses in our standard Survey Reports, as well as use them in Segmentation, ChurnScores, and many other areas of the application!  

Things to note about Survey Response Imports:

• At this time, ChurnZero only supports imports of Standard Surveys (NPS, CSAT, CES). There is no ability to import into Custom Surveys.
• You will not be able to set up email campaigns for these imported surveys to collect more answers. These are for importing historical responses only. To collect responses via ChurnZero, create a new Campaign
• Be aware of automation you have set up around survey responses! For example, if you have Plays set up to automatically follow up on Survey responses, uploading historical responses could send queue up emails to send to these customers. 

Preparing your import File

Below are the standard fields that are available for import for standard survey answers:

Notes on Import Behavior:

• Only 1 response per contact per Campaign is allowed within 24 hours. If duplicate rows are detected in a single file, then the rows will fail with a "Duplicate Record" error. If you import a file and a response already exists for that contact within the same 24 hour period for that particular Campaign, then the record will update the existing response. 
• If an unrecognized account or contact external ID is found in the import file, a new account and contact will be created in ChurnZero.

Importing Your Survey Responses

To import your prepared file, navigate to Admin>Imports. From the Entity, dropdown, select Survey.  You can then choose what type of Survey you wish to import. You can either import to a new Campaign, or you can import to an existing Campaign. Only surveys that were created via manual import will be available to import into. 

Import to New NPS Campaign

To import into a new NPS Campaign select New NPS from the Survey Section. When importing to a new Campaign, you will define your survey settings directly on the import page. 

• Name- The name of your new Campaign
• Description (optional)- Add a description for more information about this Campaign
• Follow Up Question- Are you importing a follow up question with your Scores?
• Same Follow Up Question for all Ratings?- Define different answer types based off of Promoter, Detractor, and Passives. For example, for Detractors, you have a Free Text answer, but for Promoters you ask for another Number Response. 
  • Question- We start you the standard Follow Up Question, but you can edit it if you like!
  • Type- What is the question type for the follow up response? 
• Notification Email- Include your email here to be alerted when the import processes. This will also provide you with any errors that happened during the import. 

Select your file and then click Submit! Depending on the amount of records imported, it may take some time to see your new Campaign reflected in the ChurnZero UI. Check on the status of your import in the Dev Console, or wait until you receive your notification email. 

Import to New CSAT Campaign

To import into a new CSAT Campaign select New CSAT from the Survey Section. When importing to a new Campaign, you will define your survey settings directly on the import page. 

• Name- The name of your new Campaign
• Description (optional)- Add a description for more information about this Campaign
• Number of Answer Choices- Select the scale for your Survey. We support a max rating of 3, 5, or 7
• Follow Up Question- Are you importing a follow up question with your Scores?
• Same Follow Up Question for all Ratings?- Define different answer types based off of Promoter, Detractor, and Passives. For example, for Detractors, you have a Free Text answer, but for Promoters you ask for another Number Response. 
  • Question- We start you the standard Follow Up Question, but you can edit it if you like!
  • Type- What is the question type for the follow up response? 
• Notification Email- Include your email here to be alerted when the import processes. This will also provide you with any errors that happened during the import. 

Select your file and then click Submit! Depending on the amount of records imported, it may take some time to see your new Campaign reflected in the ChurnZero UI. Check on the status of your import in the Dev Console, or wait until you receive your notification email. 

Import to New CES Campaign

To import into a new CES Campaign select New CES from the Survey Section. When importing to a new Campaign, you will define your survey settings directly on the import page. 

• Name- The name of your new Campaign
• Description (optional)- Add a description for more information about this Campaign
• Follow Up Question- Are you importing a follow up question with your Scores?
• Same Follow Up Question for all Ratings?- Define different answer types based off of Promoter, Detractor, and Passives. For example, for Detractors, you have a Free Text answer, but for Promoters you ask for another Number Response. 
  • Question- We start you the standard Follow Up Question, but you can edit it if you like!
  • Type- What is the question type for the follow up response? 
• Notification Email- Include your email here to be alerted when the import processes. This will also provide you with any errors that happened during the import. 

Select your file and then click Submit! Depending on the amount of records imported, it may take some time to see your new Campaign reflected in the ChurnZero UI. Check on the status of your import in the Dev Console, or wait until you receive your notification email. 

Importing to an existing Campaign

Any Campaign created via the manual import process will be available in the "Survey" dropdown. To import into an existing campaign select the Survey Name. Because the survey is already created, you will not see any settings. Just select your file and import!

Import Behavior

Once you import your responses, you can check the status of the import in Admin>Dev Console.  From the top menu select Import- Survey and Click Refresh. 

Below are the possible statuses of your import:

• Queued- Your import is in getting ready to process. Imports process 1 at a time, so the import will begin once any preceding files are completed.
• In Progress- Your file is currently being processed
• Completed- Your file completed with no errors!
• Completed with Errors- Your file completed, but some rows may not have been processed due to some errors
  • Possible Errors:
    • [Field Name] cannot be blank- A field that is required was not present for this record
    • Duplicate Import Row- There were multiple records in this import for the same contact within a 24 hour period.

Managing Your Imported Campaign

After your import processes, you can navigate to you imported Campaign by going to your active Surveys. Here, you can manage view and manage your responses. If you wish to add new survey responses, import a new file by importing to an existing campaign.

You can edit the Survey settings, but you will notice some settings missing. There are no message settings or thank you page message, as this is not an active survey. However, you can edit some details, such as:

• Name
• Description
• Follow Up Question Settings

Survey Settings	Survey Design