Create a Survey

You can create four types of surveys, distinguished by invitation method. Although available features vary by invitation method, every survey is presented through a web page and can be linked to from outside of B2C Service.

• Broadcast surveys are used to send broadcast invitations to specified audiences at a time you choose.
• Transactional surveys send invitations triggered by events that you define, such as an incident resolution or a campaign action.
• Website link surveys rely on separate invitation delivery mechanisms, such as a link to the survey placed on a web page.
• Polling surveys display as a single question on a customer portal page or any page that is external to the customer portal, such as a “Poll of the Day.” After customers submit their response, they see a poll results chart or a thank-you message.

With the exception of polling surveys, surveys can be added to workspaces, letting your agents complete surveys by proxy (on behalf of contacts) during telephone interactions. See Proxy Surveys. Whatever methods you choose for delivering surveys, the basic steps for creating them are the same.

Tip: Keep in mind that if you want to use survey reminders, it is best to add them as a part of your initial survey creation process because reminders are scheduled based on when the initial survey is sent. The survey type (broadcast or transactional) also plays a role. For these reasons, we recommend implementing survey reminders into your strategy from the start. See Add a Survey Reminder.

The following procedure assumes that you access the Surveys explorer from the Surveys navigation list. However, this explorer might reside in another navigation list.

1. Click Surveys on the navigation pane and double-click Surveys Explorer.
2. Click New.
   A new survey opens on the content pane.

   Tip: You can also create surveys from an open survey by clicking New. Additionally, if your navigation set is configured to add surveys from the file menu, click File > Surveys > Survey.
3. To create a broadcast survey, click Broadcast Survey and see Create a Broadcast Survey.
4. To create a transactional survey, click Transactional Survey and see Create a Transactional Survey.
5. To create a website link survey, click Website Link and see Create a Website Link Survey.
6. To create a polling survey, click Polling Survey and see Create a Polling Survey.
7. Click Save.
   The Save As window opens where you can select the folder you want to save the survey in and enter the name of the survey in the Name field.
8. Click Save.