Creating A Rating Survey In UserIQ
Rating Surveys gauge user sentiment about specific services, products or features. These simple surveys allow users to provide a 0-5 star rating and can help uncover customer feedback that is not captured in NPS surveys.
Follow these steps to create a Rating Survey engagement in UserIQ.
- From the top navigation menu click Engagements > Create An Engagement
- Select the type of Engagement (e.g.: Rating Survey)
- Choose the template
- Enter Engagement Name (this name will appear in the list of engagements)
- Select a Theme
- Click the Display button in the bottom right corner to move to the next step. Here, you can set the appropriate display options:
- Darken Background - Activate the toggle to darken the background when this engagement is displayed. This is useful when calling attention to important and critical information.
- Open Links in New Window - Activate the toggle to display clicked links in a new window.
- Display on Mobile Devices - Activate the toggle to display the Survey on mobile devices as well.
- Display on Specific Page - Activate the toggle if you want the engagement to appear only on a specific page. Select the display page in the dropdown menu.
- Block on Specific URL - Activate the toggle to block the engagement from showing on specific URLs in your platform. You can enter multiple URLs by separating each entry with a comma.
- Engagement Position - Select the position on page that you want to display this Rating Survey engagement.
- Top Right - Positions the modal in the top right position.
- Top Left - Positions the modal in the top left position.
- Bottom Right - Positions the modal in the bottom right position.
- Bottom Left - Positions the modal in the bottom left position.
- Center - Positions the modal in the center position/
- Set Advanced Options if desired:
- Delay Presentation - Activate the toggle to delay the presentation of your engagement by 'x' seconds after your app loads.
- Auto Close - Activate the toggle to automatically close the Survey window after a certain number of seconds.
- Show More Than Once - Activate the toggle to select the number of times you would like to present this Rating Survey engagement. Activating this option will cause the Rating survey to appear multiple times. The slider changes the number of times the Rating survey will be displayed (5 times maximum). You can also adjust how often the engagement will be shown (default is once every 24 hours).
- Note - If a user clicks a Take Me There button, the Rating survey will no longer display. If a user clicks a Dismiss button or the X in the top right corner, the engagement will continue to display based on the number of times and frequency selected.
- Add Remind Me Button - Activate the toggle to add a Remind Me button. Clicking this button will override the SHOW MORE THAN ONCE option and will display the engagement again 24 hours later.
- Reset Impressions - Use this advanced option with caution! Activate the toggle to reset impressions every 1-7 days (depending on the frequency you select).
- This option is useful if you are presenting an engagement once every X days, indefinitely. Note that resetting impressions will cause a user to see the engagement again and will erase the impression results. For example, if you reset impressions every ‘2 days,’ the Rating Survey will be presented to users in scope every 2 days and historical impressions data will be erased every 2 days.
- Always Deliver - Activate the toggle to always deliver the engagement until the engagement is paused or a Disable button is clicked by the user.
Pro tips on Rating Surveys
Here are a couple of tips for gauging user sentiment with Rating Surveys:
- Gauge user sentiment while customers are using a specific feature or during a specific work process within their workflow. Asking for survey feedback in-app results in a 30%-40% completion rate on average, compared to only 4%-5% for email surveys.
- Activate the “Comment Box” option to enable user comments for the surveys (see image below). The comment box does not appear until a rating star has been selected. This design increases feedback rate by 50%.
What do Rating Survey scores mean?
Users that respond with 4 or 5 stars typically have a positive sentiment towards the feature or service being rated.
Users that respond with 0 to 2 stars typically have a negative sentiment towards the feature or service being rated.
Users that respond with 3 stars typically have neutral sentiment towards this feature or service.
Below is an example of how the Rating Survey results appear in UserIQ:
- Average Rating is displayed in the top left corner of the results page, which is a numerical aggregate for all of the individual user responses.
- The average rating is followed by Completion Rate, which is a percentage of users that have taken the survey from the total intended audience.
- Below the completion rate are the “responses/impressions” figures - The number of responses received out of the total number of times the rating survey has been seen.
- To the right, you can see the “How are users scoring this survey?” section, which shows a bar graph that illustrates the number of ratings per star (1-5).
- In the lower section of the results page, you can see a “Survey Responses” section, which contains the rating that the user provided, along with any comments, user’s name, user’s account and the response timestamp.