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Qubriux Knowledge Base

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Surveys

Survey List

Here we will look at how to send surveys on Qubriux. Your customer engagement cannot be a one-way street. That is why Qubriux has powerful Survey and NLP (Natural Language Processing) capabilities that turn your usual one-sided conversations into a bi-directional engagement.
Qubriux allows you to create a survey, send it and track the responses to understand how your brand, your brand communication, products, and customer service are being perceived by customers.

All the surveys that are sent to the customers, can be viewed under ‘Survey List’ on the Survey main screen. Each Survey in Survey List has 4 data points associated with it:

  • Survey Name

  • Type of the Survey: A Survey can be sent as Instant, Periodic (If you wish to check with your customers on a regular interval), and Order Delivered (Survey will be sent after order is delivered)

  • Date of creation of Survey

  • Status of the Survey: A Survey can be in an ‘Active or Ended’ state.

    • Ended: means the Survey has been sent to the intended audience and won’t be sent further

    • Active: means there is a recurrence set for this Survey and it will be sent again as per the configuration. You can also quickly toggle a survey on or off and update a survey’s schedule

Clicking on individual Surveys Names in the Survey List brings analytics associated with the Survey on the right half of the screen. You can see:

  • Average Sentiment Score: Based on the customer feedback, the NLP engine churns out how your store is being perceived and tells the average sentiment score by indicating whether it is Positive, Negative, or Neutral

  • Net Promoter Score: This gives you a quick view of your customers who are Promoters, Passives, and Detractors. By analyzing these you can create campaigns and offers to target customers from each segment and maximize your earnings

  • Latest Feedback: You will see a snapshot of some of the most recent feedback from your customers. This will give you a quick view of what your customers are thinking about your brand and products recently

Dashboard:

The dashboard is cumulative of all the surveys and it tells you about the perception of the store as a whole

Net Promoter Score: NPS takes into consideration the feedback from the customers and translates it into promoters, detractors, and passives. You can see the changes in the proportion of these in form of visual representation for the last 6 months.

Feedback Analysis: Feedback Analysis’ is a key differentiating feature of Qubriux which uses the power of NLP, and allows Qubriux users to understand the sentiments and feedback of customers to engage with them proactively. This feature ensures that customer engagement is not a one-way street and helps in closing the loop with actionable insights and quick responses to customer feedback through the Survey Alerts widget on the Home Screen Click Here. In this section, you get a graphical view of customer sentiments from their feedback and responses to your surveys. This enables you to get a sense of your customer's perceptions and sentiments towards your brand or products or services across a period of time.

Feedback Analysis allows you to categorize the feedbacks into Customer Service, Quality, and Rest of the common uncategorized feedbacks. What you can expect under these categories:

  • The number of people talking about the category
  • Sentiment associated with each category
  • Related sub-topics within a category. For ex. Quality is the topic and within quality, people can be talking about Service specifically.

How to Create a Survey?

Creating a Survey in Qubriux is pretty easy. To create one, click on the Survey tab under Engage on the left panel.

You would be directed to the Survey Home Screen.

You would be able to see all the Surveys created earlier in the Survey List. The dashboard tab would help you to understand the Net Promoter Score and analysis of the feedback surveys.

Adjacent to the dashboard tab on the far right you would have the 'Create New Survey' button.

As you click on Create New Survey, you would be redirected to a screen that would have Pre-set templates and custom templates. On the far top right you would see 'Create New Survey Template', to make a survey from scratch click on this button.

The Steps to create a New Survey Template are:

  • Start by giving your template a name
  • After that, click the button provided in the center of the screen to start building your survey questionnaire

  • You can write your question in the box provided. For the user to answer select the attribute which is most relevant by toggling between, Dropdown, Radio Button, Free Text, and Range.

  • For the Dropdown and Radio Button attribute, you can add options by clicking Add New Entry below the answer box
  • Attributes for the answer types:
    • Dropdown: Dropdown questions have pre-set choices that the respondents can choose from. He/she can make only one choice from multiple options
    • Radio button: Radio button questions allow the addition of answer choices. User can choose one of the provided answers as their choice
    • Free Text: Free Text questions solicit open-ended responses. They allow respondents to provide verbose answers. This would help in seeking suggestions or feedback on the delivery partners, payment gateways, shipping experience and others
    • Range (1-10): Range questions contain response choices within a predetermined value range. You can use this option to solicit quantitative feedback or prompt users to rate your product or service
  • To add the next question, use the Add new Question adjacent to the questionnaire box

  • You can make your question a compulsory one by switching on the toggle Required at the top of every question box

  • Once you are done with adding questions and attributes for the answers, you can either save the template or save and schedule it to send it out to the customers. Both the buttons are present adjacent to the Template Name at the top right corner

How to Edit a Survey:

Editing a Survey in Qubriux is pretty easy. To edit one, click on the Survey tab on the left panel.

You would be directed to the Survey Home Screen.

You would be able to see all the Surveys created earlier in the Survey List. The dashboard tab would help you to understand the Net Promoter Score and analysis of the feedback surveys.

Adjacent to the dashboard tab on the far right you would have the 'Create New Survey' button

 As you click on Create New Survey, you would be redirected to a screen that would have Pre-set templates and Custom templates.

Steps to Edit a Survey:

  • Select the pre-set survey or the custom survey which needs to be Edited

  • Select the option ‘Edit’ at the top right to edit the properties of the selected survey

  •  Once you click Edit, you would be redirected to edit the questions and their corresponding answers
  • You can write your question in the box provided. For the user to answer select the attribute which is most relevant by toggling
    between, Dropdown, Radio Button, Free Text, and Range

  • To add the next question, use the Add new Question adjacent to the questionnaire box
  • You can make your question a compulsory one by switching on the toggle Required at the top of every question box

  • Once you are done with adding questions and attributes for the answers, you can either save the template or save and schedule it to send it out to the customers. Both the buttons are present adjacent to the Template Name at the top right corner

How to Schedule a Survey

Scheduling a Survey in Qubriux is a cakewalk. To schedule one, click on the Survey tab under Engage on the left panel.

You would be directed to the Survey Home Screen.

You would be able to see all the Pre-set Surveys and Custom Curated Surveys in the Survey List.

Adjacent to the dashboard tab on the far right you would have the 'Create New Survey' button

As you click on Create New Survey, you would be redirected to a screen that would have Pre-set templates and custom templates. Now you can either schedule an already listed survey or create a survey from scratch and schedule it.

To know how to build a survey from scratch please see the FAQ on 'How to Create a Survey'.

Now coming back, to schedule an already saved survey follow the steps:

  • Select the survey you wish to schedule
  • Click on the Schedule button placed adjacent to the name of the survey

  • Clicking the button, you would be redirected to a scheduling form

  • Fill in the appropriate data in the fields
    • Survey Name: This is only for internal use and wouldn't be visible to the customers
    • Survey Email Subject: This is the subject line for the survey which the customers would be able to see
    • Survey Title: This would be the title of your survey which would be visible to the customer

  • The next step to schedule the survey is to select the ‘Schedule Type’:
    • If it’s a recurring survey that you wish to send every month or quarter or half-yearly, you can choose the periodic scheduling and choose the interval between two surveys by mentioning the number of days in which it should be sent
    • If you wish to send it based on the status of the order, then choose Order Status and mention, after how many numbers of days, hours, and minutes of the particular order you wish to send the survey
    • If it’s a one-time survey and you wish to send it instantly, then use the Instant Schedule Type
  • For every scheduling type, you can choose the segment that you would have custom created or are pre-set.

  • In the next step, you can choose the type of channel for sending your survey across to your customers. You can also Edit the Email template for sending the survey by clicking ‘Edit Template’ mentioned below the Survey Channel
  • Before sending the survey, Qubriux allows you to preview the look by clicking 'Preview Template' for one last time sanity checks

  • Once you are satisfied with the information filled click ‘Schedule’ for Periodic and Order Status schedule type and click ‘Send’ for the Instant Schedule Type

  • The survey would be sent as per the schedule type, date and time selected

How to Clone a Survey:

Cloning’ a Survey in Qubriux is a job of few seconds. To clone any of the surveys, click on the Survey tab on the left panel.

You would be directed to the Survey Home Screen.

You would be able to see all the Pre-set & Custom curated Surveys in the Survey List.

Adjacent to the dashboard tab on the far right you would have the 'Create New Survey' button

As you click on Create New Survey, you would be redirected to a screen that would have Pre-set templates and custom templates.

  • Select the Survey that you want to Clone.
  • Now hit the 'Clone' button adjacent to the edit button on the top right corner

  • As soon as you click the clone button, the survey would get cloned and save with a naming convention of _copy. For ex: if your survey was named Customer Feedback, the cloned survey would be named Customer Feedback copy.

  • After it gets cloned you can edit the properties of the survey as per your requirements. To know how to edit a survey, visit the FAQ - How to Edit a Survey.

If you have any queries, don’t hesitate to drop a mail to cs@qubriux.com

 

 

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