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Have you ever wanted to get employee or client feedback quickly, without having to print and collect forms? In this course, author David Rivers shows how to create surveys online, while explaining when surveys are useful and how they can help collect the input needed to drive key business decisions.
The course also gives an overview of top online survey tools, including SurveyMonkey, Google Forms, QuestionPro, and SurveyGizmo. The final chapter shows how to use SurveyMonkey to create a survey from start to finish, as well as smart ways to collect more responses.
In the previous lesson, we started our brand-new survey. We gave it a title of Customer Satisfaction Survey 2012. Down below, we chose a theme, and we previewed our survey to see what that would look like. We're ready now to start adding the actual questions. And in some cases, the questions are not even questions at all. They could be static text or even images. So let's go down to the first page, which is created for us by default, PAGE 1. And you'll see an Add Question button right there. Notice also, there is a dropdown.
The dropdown will show you the other options, which is to add an image and add text. You can even add random assignments if you upgrade. So, as you hover over to anything that's shaded here in the free version of SurveyMonkey, you will see some upgrade options--or what we call Pro Features--and an option to upgrade right from there. We are going to add text in this case, as opposed to a real question with options. So the descriptive text will appear at the very top of our survey. And sometimes it's nice to have a welcome message here.
I'm going to add some text here like what you see, Dear Valued Customer, As the manager of Two Trees, I just want to thank them for taking the opportunity to serve them, et cetera. And in this case, we're inviting them to participate in a survey, and even offering an incentive, a 50% discount on any of the products. This is something we'll have to attach to the email when we send out this particular survey. So, as you can see, the Question Type is Descriptive Text. We can give this a label if we want to be more specific. Users won't see this.
I'm going to call this my Welcome Message, and we'll go down to the bottom right-hand corner. You have a Save & Add Next Question, which will take you directly to adding a new question, or just Save to save it up and take you back where you can see it has been updated with your static text at the top. All right! Now, it's time to add another question. This time, it's going to be a real question, so we can go right to the button, + Add Question, and we can type in our question now. Let's say we want to know how our customer service people did, and the first question is how did the customer contact them? So, we want to make sure it deals with something specific, their most recent experience.
So, In your most recent customer service experience, how did you contact a representative? Notice what's happening down below here in SurveyMonkey, some certified questions are coming up based on what we type. So, if you see something that's close to what you're asking, you could actually just select it from the list, and you will have a certified question. If you don't, no problem. You can close this up and ignore it and go right to the Question Type.
Clicking the dropdown here shows you there are quite a few different types of questions we can add to a survey here in the free version of SurveyMonkey, the first two being Multiple Choice options. If there's only supposed to be one answer, we would make that selection. If there are multiple options, we could use the second option. And, as you can see, there's Rating Scales, Matrixes, Textboxes, there's Image and Descriptive Text, and there's even Demographic Information, which we'll use a little later on. So, right now let's go to Multiple Choice, and there's only one answer for their most recent experience.
When we select that, we get to add the choices now, each one appearing on a separate line. So, maybe one option would be In Person. We'll hit Enter or Return to move down to the next line. Maybe they contacted us by phone, or maybe via our web site, or how about through a dealer/retailer. Maybe there are other options, and in that case, we want to add Other as an option, so we can type that in.
If we do, typically, you want to give people space to type in what that Other option is. So, as we scroll down, you can see there are some options to choose from here for this one question. Add "Other" or a comment field, and in that case, a label will appear next to the field. I'm going to add something to it, If Other (please specify). And in this case, I'll use the defaults of the single line of text, 50 characters wide. Don't validate comment text, or it might have to be specific, in that case, a specific length, a specific number.
Validation is good for dates, and that kind of thing, and in this case we don't need any validation because it's going to just be free text. Now is this answer a choice? We could have selected it here, but we've already made it a choice up above. So we don't need to click that check box. Is this a mandatory question that has to be answered? Yes. So, we'll click the check box, and This question requires an answer. We'll leave the default text there and click Save. Now, at this point, I like to preview just to see how things are going.
I have my static text at the top, I have my first question down below, the asterisk indicating they have to answer that question. Click Preview Survey to see what it looks, like so far. Not too bad. Only one question, but now it's time to continue adding additional questions. You can go ahead and add some more questions. I'm going to do that, and I'll see you on the other side.
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