You can use the VoC product to create and send surveys to your customers to gather customer satisfaction levels based on the service you are providing.

Creating a New Survey

1. To create a new survey, log into your Playvox account and go to VoC > Surveys.

2. In the top-right corner of the VoC Surveys landing page, click the green plus (+) sign to begin creating a new survey.

Playvox launches a new survey for you to customize.

Changing the Survey Name and Description, and Entering Teams

By default, your new survey is called Untitled survey so you should change this name. You can also provide a brief description of the survey. You can also add the team(s) that will use the survey. The teams added to the survey will be used to get an average of the team performance in the reports.

1. Click Edit on the survey.

2. Enter your new name and description. Any changes are automatically saved.

3. To have teams appear when you use the team filter on reports, you must make sure that each survey has the teams that use them assigned to them. To do this, add the teams using that survey to the field beneath the Add survey description field. When you start typing, teams matching your text appear, and you can select them.
Note: This is optional. If you don't want to have reports filtering on teams, you can leave this field empty.

Customizing the Survey Theme

To customize the appearance of your survey:

1. In the left-hand navigation bar, click Customize theme.

2. Survey items that you can change include:

  • Background image and color
  • Header color
  • Font
  • The font colors used for your question text and answer text
  • The font sizes used for your question text and answer text
  • The rating type (whether you want the stars displayed to be black or yellow)

3. When you are done, click Update theme.

Adding Questions to a Survey

All new surveys must have at least one question.

You must select a primary question type as your first question, either Rating or Net promoter. You cannot repeat the same question types so you can add up to 3 questions per survey, and only one type of question per survey:

  • 1 Rating
  • 1 Net promoter
  • 1 Unique choice

You can have surveys with just one or two questions.

You can choose to add the following types of questions to your survey:

  • Rating: A rating scale-based question (e.g., “How would you rate your experience with us today?”).
  • Net Promoter: An index-based question that measures how likely the customer is to recommend you. This indicates how satisfied the customer is with your company, product, or service, and their loyalty to your brand.
  • Unique choice: Lets you include open-ended questions. You can also use it to measure KPIs such as Goal Completion Rate, Customer Effort Score (CES), or Emotional Score.

Rating

This type is for rating scale-based questions. The Rating question type has the following fields:

  • Add logo: You can upload a company logo. We recommend using an .png file for your logo.
  • Picture: This picture and name will be provided by the agent’s External Profile when the survey is triggered.
  • Untitled question: Add question text.
  • Add a description: If necessary, you can add description text here.
  • Add a label: You can add a label on the left and/or right side (e.g., Not satisfied and Very satisfied).

Net Promoter

These are for index-based questions that measure how likely the customer is to recommend you. This indicates how satisfied the customer is with your company, product, or service, and their loyalty to your brand.

The Net Promoter question type has the following fields:

  • Add logo: You can upload a company logo. We recommend using a .png file for your logo. You only have to upload your logo once in the first question. You don’t need to upload it again.
  • Untitled question: Add question text.
  • Add a description: If necessary, you can add description text here.
  • Add a picture: You can upload a picture here. We recommend using a .jpg file.
  • Not likely/Extremely likely: You can edit the parameter text, if necessary.

When you are done making changes, your question is automatically updated.

Unique Choice

This type is for any open-ended questions. You can also use it to measure KPIs such as Goal Completion Rate, Customer Effort Score (CES), or Emotional Score.

The Unique Choice question type has the following fields:

  • Add logo: You can upload a company logo. We recommend using an .mpg file for your logo.
  • Untitled question: Add question text.
  • Add a description: If necessary, you can add description text here.
  • Add a picture: You can upload a picture here. We recommend using a .jpg file.
  • Add another question choice: Lets you add an additional question choice row. You must add a minimum of 2 answers, and a maximum of 5.

When you are done making changes, your question is automatically updated.

Adding Additional Questions

To add additional questions, click Add question in the left-hand navigation bar. Keep in mind that you can’t repeat the same question type, and you can ask up to 3 questions per survey.

Note: As you add questions, Playvox will automatically save these changes.

Rearranging the Order of Survey Questions

To rearrange the order of your questions, you can drag and drop them in the survey.

Note: Net Promoter and Rating are the only question types allowed to be the first question; Unique choice cannot be the first question.

Creating a Custom Exit Page for Your Survey

You can create a custom exit page that will display to the user at the end of the survey.

To create an exit page:

1. Click Add exit page at the bottom of the left-hand navigation bar.

2. From the exit page template, you can add:

  • A logo by clicking Add logo. We recommend using a .png file for your logo.
  • A message to be displayed in large font in the Type your thank you message field
  • Additional text to be displayed in a smaller font in the Add a description field.
  • Another picture by clicking Add Picture. We recommend using a .jpg file.

Playvox automatically saves any changes. Keep in mind that once you begin to receive responses to your survey, the edits you can make to them are limited. You can change the text and images, but not the order of the questions.

Cloning Your Survey

If you want to create a new survey that is identical to one you’ve already created, you can clone it. When you create a cloned survey, the new survey contains all the same questions and exit page information. The only difference is it will have the same name with “Copy” next to it, which you can edit. It also won’t have the response information from the survey you’ve cloned.

To clone a survey:

1. From the survey you want to clone, click More > Clone.

2. Click Accept.

A new survey is created that is identical to the one you just created, with the same name with “Copy” next to it.

Deactivating and Deleting Your Survey

You can deactivate and delete surveys. When you deactivate your survey, the survey is removed from the Active list and cannot be used by anyone. You can activate any inactive surveys from the Inactive list.

When you delete a survey, it is removed permanently from Playvox and cannot be recovered.

Deactivating and Reactivating a Survey

To deactivate a survey:

1. From the survey you want to deactivate, click More > Deactivate.

2. Click Accept.

The survey is removed from the active list and appears on the inactive list.

To view the inactive list, select Inactive from the drop-down menu.

To reactivate an inactive survey:

1. Go to the Inactive view by selecting Inactive from the drop-down menu.

2. From the survey you want to activate, click More > Activate.

Deleting a Survey

If you delete a survey, it cannot be recovered.

1. From the survey you want to delete, click More > Delete.

2. Click Accept.

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Last Edited: 9.1.2020

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