SURVEY QUESTION TYPES AND FEATURES

QUESTION TYPES

Asking the right questions is an important factor in the success of learning what customers think, like and don’t like. Opinionmeter provides a range of question types to suit all situations:

Information page:
This is a page containing no questions, but conveying information and/or containing graphics or multimedia. These type of page is typically at the beginning of a survey, but can also be placed anywhere in a survey.

Multiple Choice:
User selects one choice from a range of choices. Can be as simple as Yes/No, or present a wide selection. The practical limit (set by screen real estate) is about a dozen options. The system moves to the next question as soon as a choice is made.

Choose all that apply:
Similar to multiple choice, except more than one choice is allowed. A tick-box is displayed alongside all options, and a check-mark appears in the box as that item is selected. System pauses for more selections, and moves to next question when “Next” is pressed.

Matrix multi-choice:
A horizontal array of named buttons is presented horizontally. One or several rows are permitted. User picks one from each row. If the columns (choice options) are numeric rather than text (such as 1,2,3,4,5) then this question type becomes a Likert scale question.

Matrix multi-choice, ranked:
Similar to multi-choice, but the selection made in each row must be unquie (ie be different from selections made in all other rows).

Matrix all that apply:
Similar to matrix multi-choice, but check boxes instead of buttons are used. User makes as many as they wish in each row.

Net Promoter Score:
This question type implements the customer loyalty metric developed and trademarked by Satmetrix. It is a form of Likert scaled questioning, where a single statement is made, or single question asked, to which the customer responds by selecting a button, or moving a slider, in a numeric range (typically 0-7 or 0-10).

Open-ended questions:
These provide opportunity for the user to type a comment or enter other data or details. An on-screen keyboard is presented on the touch-screen. This keyboard can be in any language. In addition, it can be extensively customised with keys labelled to suit specific situations. Two types of standard open-ended questions are available: single line, and multi-line.

Matrix open-ended questions:
This question type provides for two or more one-line text entry fields on the screen at once, arranged under the other. Each has its own label / question. The user can enter a text response to any or all questions on this one screen, using the on-screen keyboard.

Quiz questions:
With this feature, a user’s answer can be tested regarding whether it is correct, or not, with the correct answer then displayed for them if necessary.

Winning user:
If you wish to offer an incentive for customers to give feedback, your promotional signage can promise a reward to randomly selected users. The Opinionmeter system will display a special message to one user out of every “n” users. That message would typically be of the form “Your use of this feedback system had made you a lucky winner! Please go to our front desk to collect your prize by quoting the number 51 .”

ADDITIONAL SURVEY FEATURES

Question layout:
Multi-choice (choose 1) and Multi-choice (all that apply) can be arranged vertically or horizontally.

Branching logic:
Opinionmeter surveys can include easy-to-set-up logic which controls what question is displayed next based on the answer to the present question. This allows individual questions or blocks of questions to be skipped so that the user sees only questions directly relevant to them and their earlier answers.

Low-score Satisfaction Alerts:
Particular answers to particular questions can trigger a real-time communications event: an SMS or email. Typically this feature is used for alerting a local staff member when a customer scores some critical question at low satisfaction.

Multimedia:
Opinionmeter touch-screen survey technology supports multimedia in the idle time before a survey starts, which can be useful for advertising or promoting interest in the survey itself. Multimedia within questions is catered for as well. Pictures, sound or video can be embedded as part of the presentation of any question, and/or each sub-choice within a question can have multimedia associated with it (a thumbnail picture of each choice is an example of how this feature can be used).

Multiple Surveys on one device:
Several different surveys can reside on an individual Opinionmeter touch-screen device. In this situation, the default first question when a user engages the device asks which survey they wish to answer.

Text to Speech:
Both the kiosk and tablet touch-screens offer this feature in which the question is articulated, as are each of the answer choices and a confirmation of the choice the user makes. This can be helpful in special situations, usually related to visually-impaired users. The feature is enabled or disabled at the individual device level.

Multilingual support:
All Opinionmeter surveys can be presented in multiple languages. Someone fluent in the other language/s you require uses the Survey Manager Console to key-in the other-language version of the survey, where it is stored with the original English version. At run time, the first question a user sees is to select their preferred language. Many different language versions can be stored and selected in this way. In multi-lingual surveys, the on-screen keyboard a user sees when answering open-ended questions has keys and layout which match their language choice.

Look and feel options:
Opinionmeter survey screens are extensively customisable. Adding logos and graphics, selecting font sizes and colours, choosing background colour, and more, are all easy to do via the Survey Manager Console.