Survey builder

General Information

This document is your roadmap on how to use our survey builder platform effectively.

1a. Survey Builder

The survey builder is divided into two main sections:

The review questionnaire
The feedback forms

The review questionnaire focuses on gathering feedback that will be published while the feedback forms are for internal use only.

1b. Active and Inactive Questions

The questionnaire consists of active and inactive questions. The active questions have a blue dot whilst the inactive questions have a red dot.

Active questions are displayed in the current version of the questionnaire, while inactive questions are hidden.

To make a question inactive, click on the blue dot next to it. To reactivate a question, click on the red button.

1c. Symbols:

The loudspeaker symbol indicates questions will be published on the certificate/website.

The symbol for the predefined and translated rating scale:

The symbol for the custom rating scale:

Type of questions

2a. First Question (Question 0)

You can edit the title and subtitle of the questionnaire in the section of question 0.

! The subtitle and description appear at the top of the questionnaire and can help to persuade guests to submit a review.

2b. Last Question (Colored Red)

The last question refers to the "Thank you page” that the guest sees after submitting a Customer Alliance review.

You can adjust the text to personalize the message that guests receive.

Additionally, you can further select whether the Facebook page and/or social media sharing icons should be shown on the “Thank you page.”

2c. Types of Questions:

In the first step: You have two types of questions:

Predefined translated questions
Custom questions

So, you can choose among predefined questions or you can create your own custom questions.

2d. Types of questions II:

In the second step: After deciding between using predefined questions, custom questions, or both simultaneously, you encounter two categories of questions:

Rating Questions (NPS, CES, CSAT)

Text Questions

2e. Rating Questions:

NPS (Net Promoter Score): Loyalty, Likelihood of recommendation

“How likely are you to recommend this product or service?”

CES (Customer Effort Score ): Effort, Easiness of your services

“This action was easy to complete.”

CSAT (Customer Satisfaction Score): Satisfaction of your customer

“How satisfied are you with this product or service?”

2f. Text Questions

Text questions allow respondents to provide open-ended responses.

For the question “For what reason are you canceling your account?” you can choose between:

Single answer
Multiple answers

For the question “How would you describe your overall experience?” you will see this box:

Add description??

For Type of Journey

Editing Questions

While editing questions, consider the following options:

Add Conditional Question: Utilize conditional logic to display additional questions based on previous responses. For instance,

If a guest indicates they had breakfast —>
prompt them with a rating scale for their breakfast experience.

Add Subquestion: You can add sub-questions to further explore specific topics or aspects related to the main question.

Edit Text: You can only edit the text of a question before it's been answered. Once answered, the text becomes fixed.

Edit Settings: Question settings can be modified at any time, regardless of whether the question has been answered or not.

Move Question: You can rearrange the order of questions by moving them to your desired position within the questionnaire.

The following settings are also available (depending on the question type):

Required: Guests must answer the question to submit the review.
Show in Certificate: The question will only appear in the published certificate if this option is selected. Questions not shown won't contribute to the satisfaction index.
Time-based: Questions can be restricted to specific time frames, useful for seasonal events or time-sensitive inquiries.
Show Comment Field: Guests can provide additional comments after rating on a scale.

Note: Changes in settings won't affect overall ratings of reviews that have already been submitted. Adjustments apply only to future questionnaires.

Adding Questions

Accessing the Questionnaire Interface: Log in to the questionnaire interface where you can create and edit surveys.

Navigate to Question Types: On the right side of the interface, you'll find a panel containing various types of questions categorized as custom and predefined, translated questions.

Select Question Type: Decide on the type of question you want to add to your questionnaire. You can choose from predefined questions with professionally translated text or customizable questions where you can write your text.

Drag and Drop: Once you've selected the type of question, drag it from the panel and drop it into the desired position within the questionnaire.

Customizing Questions (If Applicable): For customizable questions, you can now write the text for the question according to your requirements.

Setting Up Translations: If you've created a custom question, it's necessary to set up translations. Click on the translate button to have the question translated by Google Translate. You can also adjust the translation manually if needed.

Tip: To ensure your progress is saved, saving the questionnaire regularly after adding and setting up each question is advisable. This helps prevent any loss of progress and allows you to track changes effectively.
Previewing the Questionnaire: Before finalizing, it's a good idea to preview the questionnaire. Make sure to save any changes before previewing. This allows you to see how the questionnaire will look to respondents.

Saving Changes: Remember to save the questionnaire after making any adjustments, especially if you want to see those changes reflected in the preview.

Reviewing the "Thank You" Page: Within the preview, you can also see the "Thank you" page. The text for this page can be adjusted in the last question of the questionnaire. Look for the question marked in red to identify it.

Finalizing: Once you're satisfied with the questionnaire, including the questions, translations, and the "Thank you" page, you can finalize it for distribution to respondents.

5. Preset questions

Some questions are already pre-set when you start to work with Customer Alliance. While all can be deleted before the first review has been submitted, there are some questions we recommend keeping.

In general, there always has to be at least one rating scale question that will be published to save the questionnaire. Otherwise, it would not be possible to get a review rating.

Specific questions we recommend to keep:

“How would you describe your overall experience?”

This question is important for the general comment of your review. If you delete this question, there will be no overall comment. The predefined setting is always set on a minimum of 20 characters. You can decrease the amount or deactivate minimum characters altogether.

“How likely are you to recommend us to a friend or colleague?”

This question refers to the Net Promoter Score, which gives you insights into your recommendation rate.

Your email address

The predefined email question has the option to only appear when the guest email ends on “guest.booking.com”. This allows you the opportunity to collect personal email addresses from guests who booked via booking.com.

Type of Journey & Your Age

Those questions are important for the segmentation. Please keep in mind that the segmentation statistics can only be collected through predefined questions.

Newsletter

The question “Would you like to subscribe to the newsletter of Customer Care Hotel?”

Will help you to collect the email addresses of guests who wish to receive a newsletter. Please refer to the section Guest > Newsletter for further information.

6. Styling Options

When customizing your questionnaire, you have various styling options available to enhance its appearance and functionality:

Subheading and Dividing Line: Use subheadings or dividing lines to organize and separate sections within your questionnaire for improved clarity and structure.

Logo: Decide whether to include your logo and specify its positioning within the questionnaire for branding purposes.

Placeholder Text: Activate placeholder texts to provide guidance or examples within open-text questions, helping respondents provide relevant feedback.

Background: You can choose from the default background and color from the "Styling" options. Also, you can upload a custom image to personalize the questionnaire's background.

7. General Settings

In general settings, you can edit the questionnaire.

Rating Scale

You can customize the rating scale to align with your specific requirements. While it's initially set to a 1 to 5 rating scale, you have the flexibility to choose from various rating scales available and select the one that best suits your needs.

Language

You can choose the languages in which the questionnaire will be translated.

Footer

You can customize the text of the footer to align with your preferences. The text of the footer is preset, but you can also adjust this text.

Private Feedback

The number of available feedback questionnaires is based on your package.

To set up private feedback, click on "add new."

In the general settings, you should provide a name for the feedback form.

Check the "Review Questionnaire" section for further settings and question setup.

Survey builder

Table of Contents:

General Information

Type of questions

Editing Questions

Adding Questions

5. Preset questions

6. Styling Options

7. General Settings