ADP-Creating a CX survey

Welcome!

We're excited to help you get started with Macorva CX so you can begin capturing and analyzing actionable customer experience feedback. Our user-friendly, mobile-first experience ensures you'll learn more from your customers' experiences than conventional survey tools.

Creating my first customer survey

Users with survey management permissions can create and manage surveys via:

Step 1: Choose the appropriate Category for your survey.

Step 2: Select + and add a new survey.

Step 3: Add a survey name and ID. The ID is used for identifying your survey when sending your survey via CSV or using Macorva's API. 

Step 4: Build your survey by reviewing each section of the survey builder. Default communication and questions are provided in each section. Use the customer communication section to control your messaging and and branding.

Step 5: Use the Net Promoter Score (NPS) section to add NPS to your surveys. NPS can be added with or without attributes. Attributes can be customized to fit your needs by clicking "Default attributes"

Step 6: Use the CSAT section to add CSAT to your surveys. CSAT always has attributes. Attributes can be customized to fit your needs by clicking "Default attributes"

Step 7: Employees and Product sections can also be added and customized similar to the NPS/CSAT sections. 

Step 8: Review the appearance of your survey on the right in real time.

Step 9: Save and you're ready to send!

Step 10: (Optional) Assign your survey to a group. For example, you may organize your Locations into Regions. After adding the survey, click "Save Group"


Adding custom questions to CX surveys

Build and manage your own questions using the Macorva CX survey page. 

Step 1: User with survey management permissions can access via

Step 2: Add a new question by selecting a survey

Step 3: Scroll down to "Survey configuration" and select "Customized Questions" to open question editor

Step 4: Select "Add new question"

Step 5: Select an existing Question group, or create a new group by selecting "Edit groups" 

Question Groups allow you to group together similar questions to easily identify and add these to future surveys. Once you add a question, it joins your library and can be inserted into any of your surveys.

Step 6: Choose your question type

    A. Multiple Choice:

Question text: the text to appear on the question

Name: Short name of the question, this should be easily identifiable for use in reports, filtering, etc

Display answers: Horizontally vs. Vertically

Maximum number of selections: Allows you to set how many options users are allowed to choose. This is helpful for "Select all that apply" questions

Answers: Enter answer choices here

 

     B. Rating scale:

Question text: the text to appear on the question

Name: Short name of the question, this should be easily identifiable for use in reports, filtering, etc

Display choices: Horizontally, Vertically, As numbers large middle, As numbers boxes, with stars, with faces, slider

Scale: 1-5, 1-7, or 0-10

Labels: Option to edit the question labels

        C. Free Text:

Question text: the text to appear on the question

Name: Short name of the question, this should be easily identifiable for use in reports, filtering, etc

Display answers: Multiple lines, Single line, Inline (small), Inline (medium), Inline (large)

D. Display only:

This question can be used to add a message into your survey. It can be placed anywhere in the survey, but as the name suggests, it is Display only.

Question text: the text to appear on the question

Name: Short name of the question, this should be easily identifiable for use in reports, filtering, etc

Step 4: Choose whether the question should always be displayed or only be shown dynamically depending on another question(s) in the survey. See this dynamic example

Step 5: Save your question

Step 6: Return to the question list, scroll to the category you just added your question to, click the arrow to expand. Add the question to your survey by selecting the check box next to it

Step 7: The question will automatically be added to the end of the survey. Use the box on the left side to reorder the question where you'd like it to be.

 

Step 8:Repeat these steps to create any custom questions you need and would like to add to your surveys, then select "Continue" at the bottom of the question editor. Remember that once you create a question here (no matter what survey you choose to edit) it will be added to your question library for you to use across all surveys. This prevents you from having to create duplicate questions for each survey.


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