If you would like to evaluate Guides and Surveys, please reach out to a member of your account team.
Who can use this feature?
- Part of Guides and Surveys, an add-on for Business, Advanced, and Enterprise plans.
- Requires an Admin, Architect, or Standard role to configure.
Guides and Surveys is in active development. Product functionality and documentation may change without notice.
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.
This article covers the following:
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.
- Confirmation button - Use the Show confirmation button option to ensure answers are sent correctly.
- Display - Pages can be displayed as Modal or Slideout, similar to steps in tours.
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.
- Thank you message - You can include a thank you message as an acknowledgement for completing the survey.
- 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).
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.
Note: Any survey included in a tour follows the tour's specific triggering and targeting rules, overriding the survey's individual settings.
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.
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.
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.