Design an advanced survey

This section provides information about advanced features for designing surveys, for example, response routing, scoring, piping, and so on.

Design interactive surveys by using response routing

When you want to ask additional questions based on responses in a survey, create one or more response routing rules for the response you want more information about.

For example, for the question How likely is it that you would recommend us to a friend?, you can create a response routing rule to ask the reason if someone responds Not likely.

  1. Sign in to Dynamics 365.

  2. Go to Voice of the Customer > Surveys.

  3. Select the name of the survey to which you want to add a response routing rule.

  4. Select the down arrow next to your survey name at the top of the screen, and then select Response Routings.

    Survey response routing

  5. Select Add New Response Routing.

  6. Enter a name for the response routing rule in Name, and then select Save so you can continue editing your response routing.

  7. In the Conditions area, select the plus sign (+) to add a response condition.

  8. In the Question field, browse to and select the question for which you want to create a rule. After you select a question, a few fields are enabled as defined by the selected question type.

  9. Select values for Operator, Comparison Value, and Answer fields.

    Note

    The fields will differ based on the selected question type and operator.

    Survey response routing condition

  10. Select Save.

  11. In the Actions area, select the plus sign (+) to add a response action.

  12. In the Name field, select the search button, and then select + New.

  13. Enter a name for the action, and then select one of the following scopes:

    • Client: Choose this if the action occurs within the survey (for example, show or hide a question). In the Client area, select the survey and the action to take, and then select Save. More information: Client-side routing

    • Server: Choose this if the action occurs outside of the survey (for example, request contact or unsubscribe). In the Server area, select the action type, and then select the users or queues to notify, if applicable. Select Save.

    Survey response routing action

  14. In the Actions area, select the plus sign (+), browse to and select the action you created.

  15. In the Otherwise area, create an action by following the steps you took to add a response action. This action is triggered when the above-mentioned response action does not meet the specified response condition.

    For example, you added an Net Promoter Score question to the survey and you want to collect feedback when the rating is less than 5.

    Survey response routing otherwise action

Client-side routing

You can use client-side routing to keep the survey relevant to the respondent and interactive. For example, show or hide a question based on the response to another question.

Note: Be careful not to create a huge logic tree with many combinations of response actions, because this will increase your testing effort. Instead, split the survey into multiple, smaller surveys and send invitations to different groups of people.

When you design an interactive survey and select Client as Scope, the following actions are available:

  • Show: Shows a page, section, grid, or question based on a given response.

  • Hide: Hides a page, section, grid, or question based on a given response.

  • Skip to: Skips to a section, question, or grid based on the answer of a question.

  • End survey: Goes to the end of the survey. This is useful for qualification questions.

  • Chain survey: Opens a different survey based on a given response.

  • Toggle visibility: Changes the visibility from visible to hidden and vice versa, depending on the current state of the control.

Additional fields are displayed based on the selected action. If you need help, point to any field to read the tooltips.

Add the unsubscribe option to a survey

You can configure your survey to include a link that allows a respondent to unsubscribe from the survey. If this option is configured, the respondent is redirected to another survey to capture reasons for unsubscribing. When the response is received in Dynamics 365, the respondent's contact preferences can be updated to prevent further surveys being sent.

Note

Unsubscribe actions work only for customer records stored in Dynamics 365 and not for anonymous surveys.

  1. Create a survey that contains the questions to capture reasons for unsubscribing.

  2. Open the survey to which you want to add the unsubscribe option.

  3. Under Summary, select Yes for the Allow Unsubscribe field. Two new fields are displayed: Unsubscribe Survey and Unsubscribe Link Text.

  4. From the Unsubscribe Survey field, select the survey you created to capture reasons for unsubscribing.

  5. In the Unsubscribe Link Text field, enter text to display to the respondent.

  6. Select Save in the lower-right corner of the screen.

Create a lead from a survey response

You can configure your survey to create a lead automatically from a survey response that is given by an anonymous respondent.

  1. Sign in to Dynamics 365.

  2. Go to Voice of the Customer > Surveys.

  3. Select the name of the survey for which you want to create a lead automatically for an anonymous respondent.

  4. Under Invitations and Actions, select Yes for the Create Lead For Anonymous Responses field.

  5. Save the changes.

  6. From the Survey box, select Designer.

  7. Edit the questions you want to configure to create the lead by selecting a lead attribute from the Response Mapping list. More information: Store responses in a custom field by using response mapping

    Response mapping to create lead

  8. Save the changes.

When a survey generates an anonymous response, and is configured to create a lead, the Create Lead workflow is invoked in the background for creating the lead. The lead entities are mapped to the survey response fields as described in the following table.

Lead entity Survey response field
Job Title Job Title
Business Phone Telephone
Email Email
Company Company
Website Website
Country/Region Country
City City
Street 1 Street 1
Street 2 Street 2
Street 3 Street 3
State/Province State
ZIP/Postal Code Postal Code
Fax Fax
First Name First Name
Last Name Last Name
Owner Owner
Salutation Salutation
<<Any custom field>> <<Custom Text>>

After a lead is created, the Respondent field in the survey response is updated with the lead ID.

Automatically send an email response

You can configure your survey to automatically send an email response to the customer (account, contact, or lead) after the survey is completed. The email is sent by using a Global email template type.

  1. Sign in to Dynamics 365.

  2. Go to Voice of the Customer > Surveys.

  3. Select the name of the survey for which you want to send automatic response.

  4. Under Invitations and Actions, select Yes for the Automatically Send Email Response field. The Email field is displayed.

  5. From the Email list, select an email template.

  6. Select Save in the lower-right corner of the screen.

    Note

    The email is sent only for a non-anonymous response.

    More information about how to create a new email template of type Global: Create templates for email

See also

Plan a survey
Design a basic survey
Distribute a survey
Analyze survey data