Surveys help in gathering valuable customer insights and feedback. The guide covers the essential features and best practices for creating effective surveys in Omni24.
Understanding features, how to design and deploy surveys effectively, helps to collect data that drives better customer experiences. From question types to distribution methods, mastering these ensures you capture what you need for business decisions.
Note: This is a general overview of the survey feature in the platform. Detailed guides are also available for specific survey types and advanced configurations.
Getting Started with Different Survey Types
Step 1: From the dashboard menu of Omni24, click on Surveys
Step 2: Click on Create Survey from the Survey list dashboard
Step 3: Choose from the three different types of surveys that can be used to collect customer feedback
- In-App Survey: Collect real-time feedback directly within your application interface while users are actively engaged.
- Email Survey: Send targeted survey invitations to customers via email with customizable templates.
- Web Survey: Deploy standalone web-based surveys that can be shared via links or embedded on websites & landing pages.
Survey Creation Types
Once you select a survey type, it will redirect you to the survey creation page of the selected survey type. You can mention names and descriptions here, but the main thing is the survey creation type.
Note: This is only for the In-App survey and the Web-based survey. For the Email survey, we only have a pre-defined template
Omni24 offers to way of survey creation option:
- Classic Survey Control: Build fully customized surveys from scratch with complete control over question types, logic and design.
- Customer Experience Survey: Utilize pre-built survey templates specifically designed to collect customer feedback and measure CX..
Know in detail about each survey template
- NPS: Measures customer loyalty by asking how likely customers are to recommend your product or service.
- CSAT: Evaluates overall customer satisfaction with service or specific interaction experience.
- CES: Ask questions to assess how easy it was for customers to resolve an issue.
Question and Design Survey
You can set questions and types for your survey but only when you are building your survey from scratch. There are different question types available:
- Single-answer question
- Multiple answer question
- Text answer rating scale
- Smily scale
Note: To know more details about different survey questions and types, click here
When you select a pre-defined template, it will include some questions or a welcome message based on the template and the survey type you choose.
For example, in an In-App survey, the pre-defined NPS template includes some starter questions
You can change the order of questions by using the drag and drop feature, or duplicate and remove them after choosing the three dots icon
Common Survey Design
These are common survey design options to customize the visual appearance and branding of your surveys across all survey types.
Features included are:
- Theme Type Selection
- Brand Color Customization
- Logo Upload
- Layout Positioning
Survey Preview
The preview section enables you to see exactly how your survey will appear to respondents before publishing.
Survey Targeting and Launching
It helps to define specific audience segments and control when and how your survey type will be delivered to users. Ensures your surveys reach the right people at the optimal time for maximum response rates and relevant feedback.
Survey Targeting:
- Audience segmentation based on user behavior, demographics, or custom attributes
- Trigger conditions to launch surveys at specific moments in the user journey
- Geographic and device-based targeting options