What do you want to understand?
Do you want to review a specific intervention, collect an overall assessment, or obtain a comment?
Help Centre · Customer experience
Prepare a survey your customers can understand quickly.
Start with the information you actually want to collect. Then choose the questions, response choices, and order, and test the questionnaire before using it with real customers.
Configuring is not distributing.Timing, channel, and triggering must be checked in the guide dedicated to sending.
Start with what you want to learn
Configuration starts with a precise objective. Before use, the sections, questions, response formats, choices, and languages used must be reviewed according to the available options. A question should collect information the team knows how to interpret. Preparing the questionnaire remains separate from choosing the timing and sending channel, qualifying a signal, or customer recovery. Available options may vary according to the journey and the organization's configuration. This page guarantees neither survey delivery nor a response rate.
01Objective
Choose only the questions you need
Start with the operational question the team wants to answer. The number of questions and their format should follow from that objective, not the other way around.
Why is this information useful?
Connect the question to an analysis, discussion, or follow-up that your team is genuinely able to perform.
How will the response be reviewed?
Determine whether the team can read free-text comments or whether predefined responses are more appropriate for the objective.
Does the question provide useful information?
When a question adds nothing to the defined objective, consider removing it to reduce the effort required.
Limit: the presence of a questionnaire does not guarantee automatic detection of an at-risk customer, creation of a signal, or a follow-up action.
02Structure
Assemble the available elements
Review the structure actually offered in the journey and configuration being studied without assuming that every element can be configured separately.
Sections and questions used
Review the elements proposed in the questionnaire according to the features available in your configuration.
Visible order
Review the sequence of questions. Reordering options may vary according to the journey and configuration.
Text and language variants
Review visible labels, choices, and messages in the languages used by the organization when those variants are available.
Content separate from sending conditions
Timing, channel, and triggering must be checked in the guide dedicated to survey distribution.
03Questions
Review documented response formats
The following formats are documented in functional sources. Their availability, presentation, and exact settings may vary according to the journey.
Predefined responses
Offers a list of predefined responses.
- Verification point
- Check that every visible choice matches the question and that its translations are complete when used.
- Limit
- A closed list leaves less room for nuance than a free-text comment.
Level or assessment
Presents a series of values for expressing a level or assessment.
- Verification point
- Review whether the visible values properly match the wording of the question.
- Limit
- A value alone does not necessarily provide the context of the experience.
Concise detail
Allows brief information to be entered when this format is available.
- Verification point
- Check its required or optional behaviour when such a setting is available.
- Limit
- Free-text responses are less straightforward to group than predefined choices.
Detailed explanation
Provides a free-text area when this format is offered.
- Verification point
- Review the displayed label and placeholder text when they can be configured.
- Limit
- Its interpretation may require reading and contextualization by the team.
Incomplete configuration: an incomplete question or configuration may produce an unexpected display, a warning, or prevent the intended behaviour. Document the exact observed result rather than assuming how the system will react. Also review visible constraints and question behaviour when required or optional settings are available, and avoid requesting sensitive or unnecessary personal information.
04Test
Test it before sending it to real customers
Prefer demonstration or non-sensitive information. A real submission may create or change data and should be performed only when necessary, authorized, and non-sensitive.
- Choose a cautious context. Use demonstration or non-sensitive information and avoid a real customer record when possible.
- Use the available preview. When a preview or test environment is offered, prefer it before any real use.
- Review the visible structure. Confirm the sections, questions, and their display order.
- Review response formats. Test selection or input without unnecessarily creating a real response.
- Review languages. Review labels and choices in the languages used when this feature is available.
- Review visible constraints. Observe messages related to required or incomplete fields without performing a destructive action.
- Review responsive rendering. Review the questionnaire on a computer and a small screen.
- Document discrepancies. Record missing elements, warnings, and observed behaviour.
Real submission: it may create or modify data. Perform it only in an authorized, non-sensitive context when necessary for verification. This page does not guarantee the presence of a preview mode, progress bar, redirection, thank-you screen, or identical testing mechanism for every account.
05Resources
Continue configuration
Review the guide corresponding to sending, response experience, customer follow-up, or data protection.
Surveys and customer experience
Learn about documented features for preparing surveys, collecting responses, and reviewing customer feedback.
View the page →How do you choose survey timing and channel?
Learn which elements to review to understand the sending options available in your journey.
Read the article →How can the survey response experience be simplified?
Learn about elements that may contribute to a simpler response experience without guaranteeing more responses.
Read the article →Customer recovery
Learn about a later, separate step from configuration: qualifying certain signals and organizing follow-up when those features are used.
View the page →Support
Contact supportDocument unexpected behaviour
Specify the page and journey used, language, section or question concerned, expected response format, observed result, exact message, approximate date and time, and a sanitized screenshot if useful. Never send a password, authentication code, key, token, secret, or unnecessary personal information.