Create a survey

Step 1:

To create a survey on the Naxai platform, navigate to the Survey featureand click on “Create Survey”.

Step 2:

Select your desired template with the help of the tags and categories on the right side of the screen.

You can opt for two different options:

NPS: referring to the Net Promoter Score, which is one of the most widely used customer satisfaction metrics. It is based on one question, asking customers how likely they are to recommend your product or service on a scale from 0 to 10. In addition to this score, ask a follow-up question, to know why customers gave a specific score.

CSAT: stands for Customer Satisfaction, and is a measurement used to quantify the degree to which customers are satisfied with your service or product. CSAT scores are used to establish a customer’s level of satisfaction at specific interaction times, such as during a support ticket exchange, the moment of purchase, a phone conversation with customer service, or during the onboarding process.

Step 3:

Once you have selected a template, following elements have to be chosen:

  • survey title
  • main language, which refers to the language that will be used if the language of a receiver is unknown or different than the ones selected when creating a survey. For example, if a customer is known as German speaking, but the survey has only been configured in Dutch, French and English, with the latter as main language, this customer will receive the sur, vey in English.
  • additional languages, meaning every other language in which you would like you survey to be send. We currently support English, French, Dutch as main languages, German and Spanish can be added additionally.
  • channel(s) from which you would like to send your survey from. We offer 4 different channels (depending on the subscription). More information about the channels and how to configurate them can be found here.
    • email: which is the most common channel to send a survey to your customers. Select this option if you have access to your customers email addresses. The email will be configurable in the surveys editor, which allows you to brand the email, customize the questions, and configure the senders details.
    • SMS link: select the SMS link channel to send an URL via SMS which redirects your customers to a specific web page where the survey is published.
    • SMS 2 way: sending a survey via the SMS 2 way channel means the customer will answer the survey in a conversational style via SMS. Follow-up questions are only sent when the initial question is answered. This is a quick and very efficient way to collect feedback from your customers.
    • Voice: the voice channel enables you to call customers directly and collect the data in a conversational manner. This can be done via DTMF (“press 1 for X”) or using speech.

Step 4:

Click on Save.

You have now created a draft survey. The next step is to edit your survey questions as well as the design of it.

Check out this video to guide you through the survey creation process.