Surveys — User Guide

Common roles:

• Survey Admin
• Creates survey templates, publishes surveys, manages settings, reviews results.
• Survey Manager / Team Lead
• Runs surveys for a department and reviews results.
• Viewer
• View-only access to results (management reporting).

Recommended governance:

• Limit “create/publish” to trusted roles.
• Define a standard naming convention: `[Team] – [Purpose] – [Month/Quarter]`.

### 1) Decide your survey scope

• Customer-facing, internal, or both.
• Whether responses should be anonymous (internal) or identified (customer).

### 2) Build a small template library
Create 3–5 templates first:

• Customer satisfaction (CSAT)
• Post-implementation feedback
• Internal pulse
• Ticket resolution feedback
• Training/session feedback

### 3) Decide distribution channel
Options (depending on deployment):

• Link-based sharing (email, message, portal)
• Embedded form in a website page
• Shared internally through staff workflow

### 4) Define a response review cadence

• Weekly review for high-volume customer surveys
• Monthly for pulse surveys
• After each campaign for one-time surveys

### Workflow 1: Create a survey template

1. Go to Surveys
2. Create a new survey and name it clearly
3. Add questions
4. Save as a template (or reuse the survey as the base)

Best practices:

• Keep customer surveys short (5–10 questions).
• Use consistent scales for trend tracking.

### Workflow 2: Publish and distribute a survey

1. Publish the survey
2. Copy the public link / distribution link
3. Share it to the target audience
4. Monitor responses as they come in

Tip:

• Include context in the invitation message: why you're asking and how long it takes.

### Workflow 3: Review results and identify actions

1. Open the survey results view
2. Review:

• Response counts
• Average/score trends (if applicable)
• Open-text themes (group by topic)

1. Create a small action list and assign ownership

### Workflow 4: Re-run survey to measure improvement

1. Reuse the same template/questions
2. Run the survey again at a set cadence (monthly/quarterly)
3. Compare results and track improvement actions

Recommended reporting views:

• Responses by period (monthly/quarterly)
• Satisfaction score trends (for repeated surveys)
• Themes from open-text responses
• Response rate by audience segment (if tracked)

Operational cadence:

• Weekly: review negative feedback and urgent issues
• Monthly: track trend lines and close-loop actions
• Quarterly: improvement roadmap and policy updates

### Respondents can’t open the survey link

• Confirm the survey is published.
• Confirm the link is correct.
• If embedded, confirm iframe sandbox allows forms/scripts.

### Survey results look inconsistent

• Standardize the scale (e.g., always 1–5 or always 1–10).
• Avoid changing question wording if you want trend comparisons.

### Response rate is low

• Shorten the survey.
• Send reminders.
• Make the “time to complete” clear.

### Teams are not acting on feedback

• Add a monthly “Survey Review” meeting.
• Track top 3 actions and publish outcomes internally.

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