SUP 9.2 Create a survey, stage 1 of 4, Metric & scale
New survey opens Create Survey, a four-stage wizard:
- Metric & scale
- Channel
- Questions
- Review & activate
Stage 1 is headed Basic Information, "Set the survey name and basic details."
- Enter a Survey name. The placeholder suggests the form: e.g. Post-call satisfaction.
- Choose the Metric you want to measure:
| Metric | The application's own description |
|---|---|
| CSAT | "Measures customer satisfaction after an interaction." |
| NPS | "Measures customer loyalty and likelihood to recommend." |
| CES | "Measures how easy it was for customers to get help." |
- Choose the Scale for responses: 1-3, 1-5 or Thumbs Up.
- Select Next.
Choose the metric before you write the questions. The metric is what the score in the list column means. A CSAT score and an NPS score are not comparable, so a tenant that mixes them without labelling will produce a dashboard nobody can read. Pick one metric per question set and keep it consistent across surveys you intend to compare.