Presented context
When the journey displays a title, introductory text, or visual-identity elements, check that they help identify the source and general purpose of the questionnaire.
Help Centre · Customer experience
Look at your survey the way your customer will see it.
Check whether the customer understands why the questions are being asked, whether the choices are clear, and whether responding requires a reasonable amount of effort. The goal is to simplify the experience without removing information your team needs.
Observe, do not promise.Clarity and simplicity are objectives to review; they guarantee neither opening, completion, nor response quality.
See what the customer actually sees
The experience must be reviewed from the elements actually visible in the journey: presented context, questions, choices, input effort, constraints, and possible final state. Review whether each question provides information useful to the defined objective. Options may vary according to the journey and the organization's configuration. A simpler journey may make reading easier, but it guarantees neither opening the link, completion, nor response quality. Administrative configuration, sending conditions, interpretation, signal qualification, and customer recovery are covered in separate guides.
01Understand
Review what the respondent sees
The response experience is what a person can read, select, or enter in the public journey. Review the elements actually proposed without assuming they are present everywhere.
Response interface
The visible journey presents the questions and actions available in that context. It remains separate from administrative interfaces used to prepare or review surveys.
Questions that are genuinely useful
Review whether visible questions contribute to the defined objective and whether some can be removed to avoid unnecessary effort.
Variable features
Formats, languages, constraints, and visible states may vary according to the journey and account configuration.
02Clarify
Make questions and choices easy to understand
Review labels, choices, and formats to reduce ambiguities that may make answering more difficult.
Use understandable labels
Prefer simple wording for the relevant audience and avoid internal jargon when it is not explained.
Review the proposed format
Depending on the journey, closed choices, scales, short text, or longer comments may be offered.
Make the meaning of values explicit
When a scale is displayed, check that the meaning of its values and endpoints is sufficiently clear.
Compare language variants
Review the consistency of labels, choices, and visible messages in every available language variant.
Input effort
Reduce effort without losing useful information
Simplicity depends on context. Review readability, constraints, and response format without imposing a universal method.
Readability and touch controls
On a small screen, check that text remains readable and choices or fields are usable, without disruptive overlap or horizontal page overflow.
Required or optional behaviour
When these states exist, check that their behaviour and associated messages are understandable.
Justify free text
Assess whether a comment is useful to the objective and whether making it required or optional is appropriate when that setting is available.
Match the format to the information
Predefined choices facilitate certain comparisons; free text adds context. No format suits every question.
03Guide
Check what happens at the end as well
Review the cues proposed during input and the state visible after the respondent's action without turning that state into technical proof.
Progress indication
When an indicator is present, check that it matches the journey actually displayed and does not mislead the respondent.
Submission action
Check that the action used to continue or send the response is identifiable when offered. Its location and behaviour may vary.
Visible final state
Depending on the journey, the interface may display a message, visual confirmation, redirection, or another state after the respondent's action.
Do not confuse interface state with technical proof
The visible state indicates only that the interface reached a result. By itself, it does not prove transmission, receipt, recording, or technical persistence of the response.
Important point: a message, redirection, or visual state is not, by itself, technical confirmation that the response was processed.
04Test
Test the questionnaire in a controlled setting
Use fictional or non-sensitive information. A real submission may create or modify data and should be performed only when necessary and authorized.
- Choose a cautious context. Use fictional or non-sensitive information and avoid a real customer record when possible.
- Use a preview when one exists. Prefer the available preview or non-sensitive environment without assuming that a test mode is offered.
- Review the presented context. Check the title, introduction, and visual elements actually displayed.
- Review questions and choices. Identify truncated, ambiguous, or difficult-to-read text.
- Check available constraints. Observe the behaviour of incomplete or required fields when they exist without performing a destructive action.
- Review language variants. Review the languages available in the journey being studied.
- Review the small-screen experience. Check readability, virtual keyboard behaviour, touch targets, and the absence of overflow.
- Observe the available final state. Document the visible message, redirection, or behaviour without considering it technical proof.
- Document discrepancies. Precisely record the journey, language, step, and observed result.
Real submission: it may create or modify data. Perform it only in an authorized, non-sensitive context when this verification is necessary. The existence of a separate account or test mode is not guaranteed.
05Resources
Continue with the other survey guides
Review the guide corresponding to configuration, sending, interpretation, or support.
Surveys and customer experience
Learn about documented features for preparing surveys, collecting responses, and reviewing customer feedback.
View the page →How do you configure a useful survey?
Learn how to prepare and review your questionnaire's sections, response formats, and language variants before use.
Read the article →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 →Why was a survey not sent?
Review the appointment journey, associated contact details, and applicable rules to document the observed behaviour.
Read the article →Support
Contact supportDocument unexpected behaviour
If you observe unexpected behaviour while displaying the questionnaire or entering a response, specify the page and journey used, displayed language, section or question concerned, expected behaviour, observed result, exact message, approximate date and time, and a sanitized screenshot if useful. Never send a password, authentication code, key, token, technical secret, or unnecessary personal information.