What types of questions can I have in a survey?
You can create your own survey and add an unlimited number of questions. The survey is setup with two obligatory questions and other recommended follow-up questions.
Obligatory questions
The two obligatory questions, being Task and Completions, are needed to collect the demand and completion rate you see in the dashboard. Other follow-up cards are recommended to gain deeper insights.
What is the main purpose of your visit?
Task cards can have two levels. Each task in the first level-1 card can be linked to a follow up level-2 card. With 10 tasks on each card, this can give you a total of 100 tasks (10x10). With two levels, the task on the first card (level-1) becomes a category, while the task on the second card (level-2) becomes a task. If there is no level-2 card linked to a level-1 alternative, the level-1 alternative becomes a task and not a category.
Task card: Level-1 (Categories)
Task card: Level-2 (Following online banking)
Did you complete what you came to do?
The completion card is already set up as a part of the template, so it usually needs no further editing, except for changing the language in a multiple language card.
Follow-up questions
Those customers who were unsuccessful in completing what they came for, should be asked minimum two questions:
Why not?
This question gives you insight into the reasons why your customers are having problems. You can discover if it is mainly content, navigation or technical issues. You can also add more alternatives as you see fit.
If you want more qualitative data, you can add a free text card following this one, where you ask "can you give us more details?" This allows your customer to describe the problem in their own words and is extremely helpful. You only need one free-text comment to point out exactly where the issue is.
Segmentation questions
You can add segments in order to filter the data to look at different segments and what their demand and completion rate is. You can find out what is important to private customers vs business customers, or what existing customers are looking for versus prospects.
Free text / comments
A good card to end with is an open free text card allowing your customer to tell you exactly what they want about our website or company in general.
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