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:

• Confirm Survey - Enabled by default, provides the user with a Submit button.
• 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.

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.

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).
• Localization: Translate tour content into multiple languages (see Guides and Surveys: Localization).

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.

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.

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.