Visitor survey questions and scores
Create surveys with choice, text and rating questions to collect visitor feedback and report on scores.
What it is
Surveys collect structured feedback from visitors. You can combine written answers, selectable choices and ratings, then review the responses. A survey definition is separate from the event, chat setting or email setup that delivers it.
Who uses it and why
Users with the Settings or Manager role create and maintain surveys, subject to view-only restrictions. Supervisors review feedback and scores. Visitors answer questions about their experience.
Where to find it
Open Settings › Events › Surveys with the Settings or Manager role. The list offers Edit, Duplicate, Delete and View Report controls. View-only access restricts the available controls.
How it works
The editor supports these question types:
| Type | Visitor answer |
|---|---|
| free text | A written response |
| drop down | One choice from a dropdown |
| radio | One choice |
| checkbox | Multiple choices |
| star rating | A rating from one to five |
| yes/no image selection | One of two images |
| NPS | A rating from 0 to 10 |
In the current chat pane, visitors normally answer one question at a time. Next moves on and Submit completes the survey. A Mandatory question prevents progression until answered.
Star ratings retain the selected score. Yes/no image answers represent positive and negative ratings. Reporting can express yes/no and NPS ratings on a five-point scale, so a reported score can differ from the value the visitor selected.
Configure it
- Create a survey and enter Survey Description.
- Add at least one question. Enter its text, choose its type and provide answer text for choice questions.
- Set Mandatory where an answer is needed. For star and yes/no image questions, choose Category if you need to distinguish operator and business feedback.
- Add choice scores, custom images or NPS endpoint descriptions where relevant.
- Enter translated wording and optional header, button and completion text. Save the survey.
- With the Settings role, select it in the delivery setup, such as a theme's Post Chat Survey or a visitor event. Users with the Manager role can select it in a visitor event.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Survey Description | Settings › Events › Surveys | Yes | Name the survey in the survey list, up to 255 characters. |
| Survey Header (optional) | Settings › Events › Surveys | No | Supply a visitor-facing heading. |
| Submit Button Text | Settings › Events › Surveys | No | Replace the final Submit button wording. |
| Next Button Text | Settings › Events › Surveys | No | Replace the Next button wording between questions. |
| Customise the survey completion message | Settings › Events › Surveys | No | Supply the text shown after completion. |
| Group | Settings › Events › Surveys | No | Assign a question to a group in the survey definition. |
| Mandatory | Settings › Events › Surveys | No | Require an answer before the visitor can proceed past that question. |
| Category | Settings › Events › Surveys | No | Classify star and yes/no image ratings as Operator Performance or Business Performance, or leave N/A. |
| score | Settings › Events › Surveys | No | Assign a numeric score to an applicable choice answer. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Access Surveys and manage definitions when editing is permitted. |
| Manager | Access Surveys and manage definitions when editing is permitted. |
Limits and good to know
- Survey Description is required and limited to 255 characters.
- The editor requires at least one question and non-empty question text. Applicable choice questions also need answer text.
- Category is retained for star and yes/no image questions. Operator-sent surveys use questions categorised as Operator Performance.
- Duplicating a survey lets you prepare a separate definition. Check delivery settings before replacing a survey already in use.
- Custom button text is optional. The current pane falls back to Next and Submit.
Depends on and works with
+4 more · used by
- Team comparison reportsConfigured by
Survey question scores and categories determine the feedback measures shown in team comparisons.
- Customer survey and NPS reportsConfigured by
Survey questions, answer scores and categories determine the feedback available for reporting.
- Event, link and Virtual Assistant reportsConfigured by
Survey definitions supply the questions and answers grouped in Event Surveys.
- Autonomous AI performance reportsConfigured by
Survey question types and scores determine the feedback available for autonomous CSAT calculations.
View all connections as a list
This feature uses
- Customer survey and NPS reportsRelated
Survey reports show collected answers and explain the reported rating scales.
- Post-chat survey for web visitorsEnhances
Deliver a survey after chat, from an operator or through a survey link.
- Visitor popups and embedded contentEnhances
Visitor events can display a survey in a popup or website container.
- Visitor chat languages and text directionEnhances
Survey wording and selected rating assets support multiple languages.
Used by
- Stats Bar and My StatsEnhances
Configured survey questions and recorded answers provide the optional survey-score measures.
- Post-chat survey for web visitorsRequires
Survey definitions supply the questions, categories and completion text.
- Visitor popups and embedded contentEnhances
A popup can display survey questions.
- Visitor popup event setupConfigured by
Survey events display questions from the selected survey definition.
- AI resolution and first-contact metricsEnhances
Later scored survey answers can change autonomous resolution outcomes.
- Post-chat surveys in messaging channelsRequires
Survey definitions supply questions, answers and scores.
- Email templates and ticket notificationsConfigured by
Survey definitions supply questions and rating choices.
- Operator productivity reportsConfigured by
Survey question scores and categories determine the feedback measures in applicable productivity reports.
- Team comparison reportsConfigured by
Survey question scores and categories determine the feedback measures shown in team comparisons.
- Customer survey and NPS reportsConfigured by
Survey questions, answer scores and categories determine the feedback available for reporting.
- Event, link and Virtual Assistant reportsConfigured by
Survey definitions supply the questions and answers grouped in Event Surveys.
- Autonomous AI performance reportsConfigured by
Survey question types and scores determine the feedback available for autonomous CSAT calculations.
FAQ and troubleshooting
Why will the survey not save?
Check the description, question text and choice-answer text. A survey needs at least one question. Also check whether your access is view-only.
Why can the visitor not continue?
The current question may be Mandatory. Ask the visitor to enter or select an answer before proceeding.
Why does an operator-sent survey show fewer questions?
That delivery uses questions categorised as Operator Performance. Other questions remain available for the full survey flow.
Why is the report score different from the selected NPS number?
INSIDE can normalise NPS and yes/no image scores to a five-point scale for reporting. Use the report's metric definition when comparing rating types.