Customer Experience - Survey Settings

The Survey Settings section allows you to configure benchmark questions for your workspace, including both NPS and CSAT. You can also designate a specific question to be used for sentiment analysis across the workspace. Additionally, you can customize the scoring models for survey questions using the Custom Scoring options available in the settings.

You can configure or update benchmark questions using the Survey Settings option, located under the Survey and Settings menu. To access it, navigate to: Survey >> Settings >> Survey Settings

• Open-ended Question for Sentiment: Use this option to specify which open-ended question should be analyzed for sentiment across the workspace.
• CSAT Benchmark Question: This dropdown displays all questions that use the CSAT scoring model. Select the desired question to set it as the CSAT benchmark.
• Benchmark Rating Question (NPS): Use this setting to choose the NPS benchmark question for your workspace.

To update the scoring model for specific survey questions, follow these steps:

1. Navigate to Survey >> Settings >> Custom Scoring.
2. The page displays a list of questions that support scoring model updates.
3. Hover over the question you'd like to update, then click the Change Scoring Model button.

In the Custom Scoring Model pop-up:

• Use the Scoring Model dropdown to choose between None, NPS, or CSAT.
• Once selected, define how each answer value should be interpreted based on the chosen model.
• Assign each answer value to the appropriate category (e.g., Promoter, Passive, Detractor for NPS).
• Click Save to apply the new scoring model and answer categorizations.

The updated scoring models and answer value categorizations will also be reflected on the Survey Settings page.

The Save and Continue option allows respondents to save their survey response at any point while taking the survey. They can then resume answering the survey at a later time.

1. Go to: Survey >> Settings >> Security
2. Under Security Settings, enable the switch for Save and Continue.
3. You can change the button text as required.
4. Click on Save Changes to enable this option.

Can refer to this for more details.