Survey Structure

Each survey contains the following elements:

  • Title
  • Invitation email subject and body
  • Survey Form introduction
  • Survey Form questions

Title

The title is not shown to the member taking the survey. Instead, it is shown on the dashboard, to indicate which result set is being displayed. Additionally, validation has been implemented to prevent the creation of multiple surveys with identical names, ensuring that duplicate survey names are avoided.

Invitation

Invitations are emails sent to members with a link to the survey. They tell the member why they received the survey, and invite them to participate. Both the subject line and body can be customized through the Email Subject Line and Email Body fields.

Introduction

The survey introduction is a sentence or short paragraph, displayed at the top of the online survey form. It gives instructions or information about the survey to the member.

Questions

Each survey consists of a set of questions. Answering any specific question is optional, but at least one question must be answered in order for the survey results to be saved. An effective survey has carefully designed questions to gain actionable information from member responses. Each survey question is classified by its Question Type, such as Yes/No or Multiple Choice. An example of each Question Type is available here.

When you make a survey, each question in the survey can be marked as 'Employee Specific'. This is the default. This flag changes how the response results are calculated and displayed in the dashboard and downloadable reports. For instance, in the top ranking chart will calculate and display either the top-rated branch or person per question.

See here for an explanation of question types.

Survey Types

1.Transactional

Transactional surveys are designed to capture feedback related to specific interactions or transactions. These surveys provide insights into customer experiences immediately following a transaction, enabling organizations to assess satisfaction and make timely improvements.

2. Relationship

The Relationship Survey dashboard provides a comprehensive view of participant feedback, focusing on key performance indicators that reflect member satisfaction and effort. The dashboard is designed to deliver actionable insights without displaying the survey title, date range, or cumulative response rate, ensuring a focused analysis of the data.

NPS Standalone

The NPS Standalone Survey provides an in-depth analysis of customer sentiment and loyalty through a streamlined interface designed to deliver actionable insights. If a relationship survey has only 2 questions- 1 being NPS question & the other a comment question, system identifies it as a NPS Standalone survey. NPS Standalone surveys may or may not have the question types "Contact Requestion" and "Marketing Consent".

Localization

Surveys can now be localized to be accessible in Spanish, expanding their reach and enabling you to cater to a more diverse audience by offering survey content in Spanish.

  • Questions Tab: When creating a new survey, credit union personnel will not have the option to select the language preference (English or Spanish) if the multilingual option is disabled in their client profile.

  • Invitation Tab Preview: End-users (credit union customers) receiving the survey link should be able to choose between English and Spanish for both email and SMS invitations, provided their client profile has SMS service, and the multilingual option enabled.

  • Follow-up Tab in English Language: Follow-up messages will be sent to credit union customers in either English or Spanish, based on their original survey response. This feature is only available for clients with multilingual capabilities.

  • Survey Preview: End-users (credit union customers) receiving the survey link should have the option to complete the survey in either English or Spanish via email and SMS, if their client profile includes SMS service and the multilingual option is enabled.

Scheduling Surveys

To initiate new survey invitations, upload an Invite File to the LiveSurvey FTP server. The server automatically sends survey invitations for each record of the file. See the LiveSurvey Invite File Layout document for the exact format of the file.

Delivery Schedule

Surveys are sent to members immediately when they are received over FTP. Be careful to set the uploads to occur during acceptable times to send a member email (i.e. not overnight). Files can be uploaded as often as every 5 minutes.

Each survey can be configured with a specific number of days during which a member cannot receive a second invitation. The default value is 45 days between survey invitations.

Custom Survey Form URL

LiveSurvey supports a customized URL for member surveys. The default URL is form.livecusurvey.com. This can be configured with the following steps:

  1. Place a CNAME entry in the primary domain's DNS configuration, pointing the custom domain to the LiveSurvey domain form.livecusurvey.com.
  2. Notify the LiveSurvey team of your custom domain URL.

This allows the member's browser to correctly show the credit union's domain while displaying the survey form. A survey invitation URL will have a survey code appended to it. For example, a survey invitation link may be formatted as follows: https://survey.creditunion.org/ABC123