Creating a Custom Survey in UserIQ

Custom Surveys allow you to gather additional feedback about your services, products or features that aren’t captured in NPS surveys.

With Custom Survey engagements in UserUQ, you can draft your own questions and decide the response format (e.g. radio buttons, checkboxes or free response). When creating a Custom Survey, keep these tips in mind:

• Ask yourself “what would I like to learn about my users?” Phrase your questions in a way to fit in with those objectives.
• Ask questions that are short, clear, useful and insightful. This way, users can better understand the question and give you better responses.
• Pay attention to past user comments. Users that take the time to type responses provide valuable insights.

Follow these steps to create a Custom Survey.

1. 1. From the top navigation menu click on Engagements > Create An Engagement
   2. Select Custom Survey for the Engagement type
   3. Choose the template
   4. Enter Engagement Name (this name will appear in the list of engagements)
   5. Select a Theme
   6. Include a Headline if desired (this will appear in the title bar across your message)
   7. Select a Header Image if applicable
   8. Add Body Content, which can include text, image(s), video, links, etc.
   9. Configure the button behavior:
      • Left/Right Button – Activate the toggle to include a left or right button. The Custom Survey engagement can be closed by clicking outside the window or by clicking the X on the top right corner. 
      • Left/Right Button Type – Use the drop-down menu to set the action of the left or right button of your Survey engagement:
      • Dismiss – Closes the Survey engagement. It will never show again for the user.
      • Take Me There – An option for “Destination Page” will appear and you can select a page to redirect the user when they click the button.
      • Left/right Button Text – Click on these text boxes to edit the text that appears on the buttons of this Survey engagement.
   10. Click Questions  at the bottom of the page to move to the next step. 
   11. To add questions to your survey, click Add Question. Edit the Question Text and activate the Required toggle if desired.
   12. Use the dropdown menu to select Checkbox, Radio, or Free Response as the answer type. If you chose Checkbox or Radio, click Add Answer to add response options.
       • Use radio buttons if only one response from a list of responses is desired.
       • Use checkboxes if multiple and varied responses are allowed or encouraged.
       • Add a comment box to each radio or checkbox question for additional feedback.
       • Use the free-form comment box response type to ask your customers for stories or product suggestions.
   13. Click the Display button in the bottom right corner to move to the next step. Here, you can set the appropriate display options:
       • Darken Background – Activate the toggle to darken the background when this engagement is displayed. This is useful when calling attention to important and critical information.  
       • Open Links in New Window – Activate the toggle to display clicked links in a new window.
       • Display on Mobile Devices – Activate the toggle to display the Survey on mobile devices as well.
       • Display on Specific Page – Activate the toggle if you want the engagement to appear only on a specific page. Select the display page in the dropdown menu.
       • Block on Specific URL – Activate the toggle to block the engagement from showing on specific URLs in your platform. You can enter multiple URLs by separating each entry with a comma.
       • Engagement Position – Select the position on page that you want to display this Custom Survey engagement.
         • • Top Right – Positions the modal in the top right position.
           • Top Left – Positions the modal in the top left position.
           • Bottom Right – Positions the modal in the bottom right position.
           • Bottom Left – Positions the modal in the bottom left position.
           • Center – Positions the modal in the center position/   
   14. Set Advanced Options if desired:
       • Delay Presentation – Activate the toggle to delay the presentation of your engagement by 'x’ seconds after your app loads.
       • Auto Close – Activate the toggle to automatically close the Survey window after a certain number of seconds.
       • Show More Than Once – Activate the toggle to select the number of times you would like to present this Custom Survey engagement. Activating this option will cause the Custom survey to appear multiple times. The slider changes the number of times the Custom survey will be displayed (5 times maximum). You can also adjust how often the engagement will be shown (default is once every 24 hours). 
         • Note – If a user clicks a Take Me There button, the Custom survey will no longer display. If a user clicks a Dismiss button or the X in the top right corner, the engagement will continue to display based on the number of times and frequency selected.
       • Add Remind Me Button – Activate the toggle to add a Remind Me button. Clicking this button will override the SHOW MORE THAN ONCE option and will display the engagement again 24 hours later.
       • Reset Impressions – Use this advanced option with caution! Activate the toggle to reset impressions every 1-7 days (depending on the frequency you select).
         • This option is useful if you are presenting an engagement once every X days, indefinitely. Note that resetting impressions will cause a user to see the engagement again and will erase the impression results. For example, if you reset impressions every ‘2 days,’ the Custom Survey will be presented to users in scope every 2 days and historical impressions data will be erased every 2 days.
       • Always Deliver – Activate the toggle to always deliver the engagement until the engagement is paused or a Disable button is clicked by the user.
   15. Click Segment to move to the next step. You can either choose to select an existing segment or create a new segment for the Custom Survey.
   16. Click Review to look over your Custom Survey engagement. Click Save Engagement to save.
   17. Once you have saved your Custom Survey, it will appear in the Engagement library. From there, you can Activate, Preview or Archive the engagement. If you click the Prioritized tab, you can also adjust the priority of the Custom Survey by dragging it up or down in the list.

Tips for Creating Custom Surveys

• The viewable area of Custom Surveys is restricted to 650 x 365 pixels. As a result, more than 3 or 4 questions will lead to scrolling within the modal window. Therefore, we would recommend having 5 questions or fewer.
• Special formatting, pictures and links can be placed in the body of the survey but not in the individual questions that you create.
• There is no limit to the number of questions you can ask but keeping your surveys as short as possible will increase the likelihood of accurate responses and decrease the likelihood of survey dismissal.
• We recommend creating a segment for internal user testing (one that includes your test login). Once you have created the custom survey, selecting the internal user segment and setting the engagement to “active”  allows you to test the Custom Survey. (Internal user results will not tally in as long as you have filtered the internal user domains via https://app.useriq.com/#/site_settings?section=filter)
• We suggest testing/previewing your Custom Survey in multiple browsers across machines with different operating systems before setting it as “active” for the correct audience.