How to create an NPS survey

What 

Gain valuable feedback across the recruitment process from Candidates and Client Contacts, from interviews to placement start dates. Include tick-box selection, free-text boxes, numerical scoring, etc. to understand how well your company is performing, and identify any areas for improvement. 

Where 

Microsoft Customer Voice 

How

Create a new survey within Customer Voice by clicking New Survey. 

Design

Survey Title

 Before adding questions, customise how you would like the survey to look:

1. Add a Style, this includes colours, gradients, and photographic backgrounds for the title page.

2. Choose a Theme color. The default is blue, but you can select from an assortment of colours or enter a HEX code value. 

3. Add an Image. This can be from the stock photos provided, or upload your own. An additional button (Focal Point) will appear where you can move the image as needed. 

4. Add a Logo. A transparent PNG fie is recommended. By default, it will be to the left-hand side of the survey title, but can be repositioned. 

5. Undo button.

6. Add a Title to the survey. The colour, size, and styling can be changed, but not the font. 

7. The Header of the survey can be toggled on or off if not required. 

8. Preview the survey at any time in a desktop and mobile view. Changed are saved automatically. 

 

Sections

• Add sections to your survey to separate questions by clicking +Add New > Section. 

• Each section will display as a new page in the survey. 

 

1. Type out the question and an option description. Variables such as first name or last name can be included, or create new ones. For more information see Personalize a survey by using variables. Additionally, add a link or upload an image or video for the question.

2. Additional options include:

- Duplicate section will also copy all questions. 

- Remove section can either remove only the section (questions will not be removed) or remove section and questions. 

- Move section up or down the survey. 

- Click Add logic to add Display logic. For example: “Show section if variable (e.g. Surname) is value (e.g. Smith)”.

 

Post-survey message

1. Enter an optional Heading and Message. 

2. Add an additional message which can use display logic. For example: “Show section if response (e.g. a rating question) is value (e.g. greater than 3/5 stars)”.

 

Footer

Toggle Customize Message to change the default text. Additionally, add a link to the text. 

 

Questions

Click +Add New and choose from: 

• Choice

• Text

• Rating

• Date

• Ranking

• Likert

• Net Promoter Score

Choice

1. Type out the question. Variables such as first name or last name can be included, or create new ones. For more information see Personalize a survey by using variables. Additionally, upload an image or video for the question.

2. Add at least one answer.

3. Click Add Option to add another answer. 

4. Click Add “Other” option to add a set answer option, in the case the other answers are not applicable. 

5. Click Add logic to choice between Display logic or Skip logic. An example of Display logic is "Show question if variable (e.g. Surname) is value (e.g. Smith)". An example of Skip logic is “If answer 1 or answer 4 is given, skip to question 10”. 

6. Toggle Multiple answers to allow more than one answer to be selected. 

7. Toggle Required to have this question be compulsory to answer before submitting the survey. 

8. Additional options include:

- Shuffle options meaning they are in a different order each time the survey is opened. 

- Drop-down creates a “Select your answer” drop-down to appear beneath the question.

- Add a Subtitle under the question for any additional information needed. 

Text

1. Type out the question. Variables such as first name or last name can be included, or create new ones. For more information see Personalize a survey by using variables. Additionally, upload an image or video for the question.

2. Answer box preview with the prompt the user will see. See point 6 ‘Restrictions’ for how to change the answer requirements.

3. Click Add logic to choice between Display logic or Skip logic. An example of Display logic is "Show question if variable (e.g. Surname) is value (e.g. Smith)". An example of Skip logic is “If answer 1 or answer 4 is given, skip to question 10”. 

4. Toggle Long answer to make the answer box larger as more text is entered. This does not impact any character limits. 

5. Toggle Required to have this question be compulsory to answer before submitting the survey. 

6. Additional options include:

Rating

1. Type out the question. Variables such as first name or last name can be included, or create new ones. For more information see Personalize a survey by using variables. Additionally, upload an image or video for the question.

2. Select the Symbol and Levels (number) to chose from. The maximum for ‘Star’ and ‘Number’ is 10, and for ‘Smiley' is 5.; the minimum for all is 2. 

3. Click Add logic to choice between Display logic or Skip logic. An example of Display logic is "Show question if variable (e.g. Surname) is value (e.g. Smith)". An example of Skip logic is “If answer 1 or answer 4 is given, skip to question 10”. 

4. Toggle Required to have this question be compulsory to answer before submitting the survey. 

5. Additional options include:

Date

Ranking

Likert

1. Type out the question. Variables such as first name or last name can be included, or create new ones. For more information see Personalize a survey by using variables. Additionally, upload an image or video for the question.

2. Name the options, up to 11 can be added. 

3. Click Add statement to add another answer. 

4. Click Add logic to choice between Display logic or Skip logic. An example of Display logic is "Show question if variable (e.g. Surname) is value (e.g. Smith)". An example of Skip logic is “If answer 1 or answer 4 is given, skip to question 10”. 

Net Promoter Score

Customization 

Select the pop-out menu from the right-hand side of the screen when creating a survey. 

Satisfaction metrics

There are 4 ways to measure satisfaction metrics. For more detailed information on each, see Add and configure satisfaction metrics. 

1. Net Promoter Score - must be a NPS question

2. Sentiment - must be a Text question

3. CSAT - must be a Rating question

4. Custom Score - must be either a Likert statement (not the question itself), Choice, Rating, or NPS question

Advanced Logic 

Use simple logic includes all the examples included in each of the individual question types. For example display logic and skip logic. 

Use advanced logic adds additional rule conditions. And/Or logic can be applied within each question depending on the answers given, followed by If True/If False actions. 

For example: 

Primary Rule Condition: “When the Rating answer is greater than 6/10 AND the Statement answer is equal to Option 2". 

If True: Navigate to End of survey. 

If False: Show Net Promoter Score question. 

Personalization

Add up to 15 variables to personalize your survey for recipients. The defaults are First Name and Last Name. For more information see Personalize a survey by using variables. 

END