Surveys capture the voice of your customers to give you a valuable understanding of how users feel about your site. Analyzing survey responses can help you make decisions about site improvements or uncover issues you weren't aware of. This article steps through how you can create a survey.
- On your Surveys page, click + Create and select a survey creation method:
- Collect feedback - starts the creation flow with a feedback button already set up.
- Create NPS® - opens the creation flow with a pre-filled popover NPS® survey.
- Browse templates - predefined survey settings based on your selected template, such as an exit-intent survey. Settings can still be edited before publishing.
- Start from scratch - opens the creation flow with no pre-filled settings.
- Generate from goal - describe what you want to learn from users and AI will automatically generate survey questions based on your goal. You can also choose from popular goal suggestions.
2. Work through the four steps of the creation flow. You can navigate between steps using the top bar, or move forward using the Next button. Click Skip to move to the next step without completing the current one.
Step 1 - Create
Under Survey details (only visible to you and your team), enter a Name and Description for your survey.
Add Questions using a range of question types. You can add, delete, modify, and reorder questions. You can also make questions required or optional, and set logic to skip to specific questions based on a given response. A preview of your survey is available on the right side of the screen.
- For a listing of question type options, see Types of survey questions.
- To learn about required, optional, and skippable questions, see Using survey logic to skip survey questions.
- For each question type, you can add an image to display alongside the question (available on Growth plans and above).
Step 2 - Design
Select a Type for your survey.
Visit our Types of Surveys article to learn about the appearance and behavior of each survey type.
Modify the Appearance of your survey:
- Language.
- Button label (Button Surveys only): You can customize the text on the button.
- Color.
- Positioning on your page (Popover or Bubble Surveys).
- Whether the branding is shown, hidden, or replaced by your own logo.
- Custom CSS (available on the Voice of Customer Pro plan).
- (Link surveys only) Configure the On-site invitation settings.
When you've enabled Invite on-site users to your survey, a pop-up window will appear on your site inviting users to complete your Link survey. Agreeing users will be taken to a different URL that contains the survey. If on-site users decline the survey invitation, the pop-up will close and they will not see any of the survey questions. The survey invitation text can be customized from within this section.
Step 3 - Target
In the Audience section, set the conditions for when and who to show your survey to:
- Devices: Select whether to show your survey (or on-site invitation for Link Surveys) across Desktop, Tablet, or Mobile.
- Pages: Show your survey only on specific URLs or when a JavaScript event occurs.
- Users: When specific attributes about a user who is visiting your site are true, the survey will be shown.
- Traffic coverage: Set the percentage of traffic that should see your survey (available on Growth plans and above).
In the Display rules section, define how and when your survey appears:
- Timing: Choose to show your survey immediately, with a delay, when a user abandons the page, or when they scroll halfway down the page. Timing is unavailable for embedded surveys and a survey that shows when a user abandons a page will prevent the survey from ever appearing on mobile or tablet devices.
- Frequency: Select to show your survey until the current user submits a response, only once even if they don't respond, always including after they've submitted a response.
In the Capture settings section:
- Screenshot (not available with Link Surveys): Decide to include a screenshot of the user's screen captured the moment of their response.
- Event Triggered Recording: Choose this option to make sure that Session Replays are available for all sessions where the user responded to your survey (available on Pro plans).
Step 4 - Review
The Review step displays a summary of your survey settings from the Create and Target steps. Check these before publishing.
In the Connect section, enable notifications when a user responds to your survey. Responses can be forwarded via Email, Slack, Microsoft Teams, or the Responses API (available on Pro plans).
Click Publish survey to make your survey active, or Create as inactive to save it as a draft.