Guides and Surveys - Surveys

Surveys in Guides and Surveys let you collect user feedback directly within your application. You can create standalone surveys with multiple question types or embed surveys within tours to gather feedback at specific points in a user's journey. Use conditional logic to control the flow of surveys.

This article covers the following:

• Creating a survey
• Survey settings
• Surveys in tours
• Reporting
• Frequently Asked Questions

Creating a survey

After navigating to Guides and Surveys, select Surveys from the sidebar to begin creating a new survey. Surveys are built using pages, where each page can contain one or more questions.

Question types

You have several question types available:

• NPS Question - Measures loyalty using the Net Promoter Score (NPS), a 0-10 rating scale. Respondents are categorized as Detractors (0-6), Neutrals (7-8), or Promoters (9-10). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
• Open Question - Free text for detailed written responses.
• Choice (Radio) - Allows selection of only one predefined option. Supports radio button and dropdown menu styles.
• Multiple (Checkboxes) - Allows selection of one or more predefined options.
• Range numeric - A numerical answer from a specified range (for example, rating 1-5) with a maximum of 10 options. You can change the style to stars, circles, or button group.
• Emoji - Emoji-based responses with a maximum of 10 options. You can choose any emoji for your survey customization. Each emoji can be used only once per question.

Each question can be set as required to answer.

Pages and flow

Surveys are organized into pages. You can include one or more questions per page. For a smooth transition between pages, consider using one question per page. You can control by using a variety of buttons as well as conditional logic.

Click the gear icon for the page to edit the page settings.

At the top of Page Settings, you can set the Page name to keep things organized and change the Default display type (Slideout or Modal), similar to steps in tours.

Survey buttons

Within Page Settings, click Add Button and choose from one of the following:

• Submit and move to next step: Enabled by default. Provides the user with a Submit button and continues to the next page or step.
• Submit and close survey: Submits the answers on the current page and closes the survey, even if later pages have not been shown. The survey is marked as completed.
• Close Survey: Adds a dedicated Close button, which is distinct from the ✕ that can appear in the top right corner when Show close button is enabled.
• Check again later: Provides the user with a button to temporarily dismiss the survey for a length of time that you specify.

These button actions combine with existing IF / THEN / ELSE conditional logic. For example, you can route users to different follow-up questions based on an NPS rating, then use Submit and close survey to end the survey on a branch.

Conditional logic

At the bottom of Page Settings, under Advanced, you can toggle Conditional Logic to control the flow between pages using IF / THEN / ELSE logic.

The survey builder warns you if a question has not been assigned to a page, so you can complete the survey flow before you publish.

Survey settings

By clicking the Settings button, you can configure the following:

• Triggering - Surveys can be triggered either automatically or manually upon meeting defined conditions, on all pages or only a predefined page. You can limit where your survey displays using Page Targeting. Recurrence options vary by trigger mode:
  • Automatically: Only once, Every x days, Show everytime until completed (default)
  • Manually: Everytime (only option)
• Position - Choose "Over page" (default) to have the survey show up as a modal or choose "Embedded" to have the survey show up after, before, or inside an element that you choose.
• Show progress - Toggle to show a progress bar on your survey.
• Thank you message - You can include a thank you message as an acknowledgement for completing the survey.
• Pre-fill with Last Response - When enabled, a user's previous answers are shown as the default selection if they take the survey again.
• If you have your own Theme, you can assign it to your survey for visual customization.
• Priority - The content display priority from highest to lowest is: Tours, Checklists, then Surveys (see Guides and Surveys: Content Priority). Toggle on Ignore Content Throttling to let this survey bypass throttling limits for high-priority messaging or testing (see Managing Frequency with Content Throttling).
• Localization: Translate tour content into multiple languages (see Guides and Surveys: Localization).

You can also schedule the survey from the publish control in the editor, without returning to the dashboard.

Surveys in tours

You can add surveys to tours to gather feedback at specific points in a user's journey. When a user reaches a survey step, the individual survey pages appear, and after completion, the tour continues with the next step.

To add a survey, select the tour step where you want the survey to appear and open the settings for that step.

The same survey can be reused across multiple tours for different touch points.

Reporting

While viewing a survey, click the Analyze tab in the top center of the page. Click Build to go back to building your survey.

On the Analyze view, the report lists each survey question in order. Unlike reports for tours, smart tips, or checklists, there is no separate Overview section or single summary of responses and completions. 

The data shown for each question depends on its type.

• NPS questions display the NPS score for the selected period, total responses, and the count of Promoters, Passives, and Detractors, along with a trend chart of how those categories changed over time. 
• Open questions show each free-form answer with its timestamp. 
• Single selection and other choice-based questions show the distribution of answers in bar and donut chart form. 

Use the date range and Show filter at the top of the report to narrow the data, or Download CSV to export.

Deleting answers

For select (choice-based) questions, you can delete individual answers from the report. This is useful for removing test or invalid responses so they don't skew your reporting.

1. While viewing the report for the survey question, click the ⋯ menu and select Delete answers.... This opens a dialog where you can select which answers to delete.
2. In the Delete answers... dialog, check the box next to each individual answer you want to remove. Each row shows the answer's timestamp, value, and the user or session it came from, so you can confirm you're removing the right responses.
3. Click Delete selected to remove only the answers you checked.

Additional reporting options

• To filter by user segment or time period, or to export data, see Guides and Surveys: Reporting.
• For deeper analysis in Fullstory, survey events and properties are described in Guides and Surveys: Custom Events and Properties — Survey.
• Survey responses submitted by individual users are available in the Feedback tab of their Guides and Surveys user profile.

Frequently Asked Questions

Can I reuse a survey across multiple tours?

Yes. When you create a survey through a tour step, it is saved in your list of surveys and can be reused in other tours.

What happens to a survey's settings when it is included in a tour?

Any survey included in a tour follows the tour's specific triggering and targeting rules, overriding the survey's individual settings.

How do I clone or duplicate a survey?

At the Surveys page, click the 3 dots (…) next to the survey you wish to duplicate, and select Clone survey. For Umbrella accounts, users who have been added to additional Fullstory accounts will see an option to select a destination space, which represents the Fullstory accounts which the user can access.

Why isn't conditional logic working correctly when previewing the survey?

Support for conditional logic was added to the Guides and Surveys Chrome Extension as of version 1.3.0. If conditional logic doesn't appear to be working correctly when previewing surveys, make sure you're on the latest version of the extension.

Why aren't survey responses appearing in a user's profile?

Survey responses appear in the Feedback tab when the user has a Guides and Surveys profile and has submitted a survey. A profile is created when you call window.USETIFUL.user.setId() or when Fullstory identifies the visitor. If the user has not been identified yet, or has not completed a survey, the tab displays "There are no survey responses." For more on how profiles are created, see Guides and Surveys: User Profiles.

How can I check which survey responses have been captured for a user?

In the browser developer console on any page where Guides and Surveys is running, evaluate window.usetifulTags. The returned object contains Tag values stored for the current user, including:

• Keys beginning with question_ (followed by the survey question ID) hold that user's response to the corresponding survey question.
• userId — the identifier set via window.USETIFUL.user.setId().
• autoSegment — the automatically assigned user segment.
• abExperiments — the A/B experiment variant assignments for this user.

This is useful for confirming whether responses are being recorded and associated with the correct user, and for troubleshooting cases where responses do not appear in the user's profile.