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Mojo Surveys 2.6 User Guide

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Mojo Surveys 2.6 User Guide CRM 2013 Fusion Software Ltd Version Introduction Welcome to the Mojo Surveys 2.6 User guide. The guide is intended to provide all the information
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Mojo Surveys 2.6 User Guide CRM 2013 Fusion Software Ltd Version Introduction Welcome to the Mojo Surveys 2.6 User guide. The guide is intended to provide all the information needed for a Survey Designers use Mojo Surveys. We assume you have access to at least the trial version of Mojo Surveys and it has been setup by Fusion Software or an authorised partner. We also suggest reading the Getting started guide available at For information regarding architecture, security or installation please contact Fusion Software at the contact details supplied at the end of this document. If you want to talk through any aspects of Mojo Surveys, please feel free to contact us directly. Survey Design Just like any activity, it helps to plan ahead. Think about: What is the purpose of the survey? Measure, interact, promote? How the data is going to be used, what do you want to happen? How long the survey should be? What are you trying to measure? Should all the questions be asked of all respondents? Can you re-use all or part of an existing survey? Do you want to analyse results across surveys? If so you will need to utilise the Linked Question functionality. How are the invitations going to be sent? Survey response rates can be improved if the survey if from a named contact with the organization, preferably known to the respondent. A profile image of the contact will increase response rates further. Default survey When Mojo Surveys is installed, a default survey is created that contains the settings that all new surveys inherit from. Before creating a batch of survey s we recommend setting up the default survey so that many of the survey settings (including header text, expiration date, Logo, Icon etc.) don t need to be re-keyed for each new survey. Changing look and feel Changing the way the survey looks is very easy in Mojo Surveys. Images Images can be added to the header of the survey, to sections or embedded within question and answer text. Uploading a custom logo To upload an organization logo, create a new image record, by selecting Settings, Images and then New. Add a name, alternative name (for browsers that may not be able to show images), and an image title (tooltip for the image). Choose Uploaded custom image from Image Type and then click Save Upload your image and when successful, choose the image format as described below: Within a survey (or the Default Survey) choose the image from the lookup Using a stock image for a section To include an image for use within a section, create a new image as described in the previous section Uploading a logo but this time choose Stock Image. Then click on an image, and choose the size from the drop down. Please note the URL of the image is available at the bottom of the preview. This URL for the image can be embedded in Question, Grid, Description or Answer text. Embedding Images in Questions and Answers Images can be embedded within the text for grid, question, section or answers. For example if we create a description question and choose the Insert Image toolbar, we can specify any URL, including links to your web site. However to avoid respondents getting a message from the browser that the image is coming from a different web site, it s preferable to upload the image as a custom image, and copy the URL at the bottom of the page. Also note that Grid columns (answers) can also contain custom images instructions available upon request. Theme To create a new theme, open the survey you want to edit, and choose theme from the lookup and click new. Enter the name of the theme and save the theme After the record is saved, the theme designer is visible. Choose the colours at the top of the designer to match the desired look and feel. Or for example Alternatively, the CSS can be modified to control all aspects of the survey. Fusion Software or your partner of choice can help if required. Question types at-a-glance Below is a list of question types currently available with Mojo Surveys. The screenshots are taken from the Example Questions survey included in the installation Question Type Sub Type Logic Used in Grid? Mapping Scores Social Sharing Required Min Max Regular Expression Linked Question Notes Preview Description Can include rich text formatting and links to images. Text Question Single Line of Text Y Y Y Y Y Y Multiple line of text Y Y Y Y Y Y Y Web Y Y Respondents are required to include the at the start of the URL Numeric Whole Numbers Y Y Y Y Y Decimals Y Y Y Y Y Date Time Y Y dd-mm-yy, mm-dd-yy, yymm-dd formats Rating Stars Y Y Y Y Y Y 1-12 stars, half stars optional Smilies Sad to happy Y Y Y Y Y Y Other smiley sets available on request Smilies Neutral to happy Y Y Y Y Y Y Other smiley sets available on request Flags Y Y Y Y Y Y Single Response Big Buttons Y Y Y Y Y Y Radio Buttons Y Y Y Y Y Dropdown List Y Y Y Y Y Scale Y Y Y Y Y Y Varying starting number and number of items Multi Response Big Buttons Y Y Y Y Y Y We prefer these as they are easier for the respondent to complete Check boxes Y Y Y Y Y Fixed Sum Y Total to 100. Great for respondents to choose how to allocate resources. Forces respondents to make the compromise. Ranking Choose and Rank Y Best option for determining the actual priority. Is quality, security, price or features the most important factor? Rank Y Validation There are a number of validation options per question type including Required whether the respondent is required to enter a response Minimum Maximum Regular expression. Regular expressions allow custom validation such as the ability to validate a telephone number format or a social security number format. Fusion Software or your partner of choice can help implement these if help is required. Social Sharing Scale questions have the ability to share results via social media and allows promoters to promote the results of a survey. Sharing is currently enabled through for following social networks Facebook Twitter LinkedIn Google + Please take note of the following for social sharing to function properly: Social sharing is enabled only for maximum values of the range i.e. on a scale of 1-5, only 5 would display the social Only one social sharing question can exist per survey The attribute Enable Social Sharing must be checked on the survey to enable social sharing. NPS Net Promoter Score is a simple technique to measure customer loyalty and satisfaction more information is available The NPS question is usually: How likely is it you would recommend [us/product/service] to a friend or colleague? Mojo Surveys includes a NPS question type that can be added to the survey in the normal way and customized if required. There should be only one NPS question type per survey. NPS questions have their own scoring system (-1 for detractors, 0 for passives, +1 for promoters) and the results are stored in the NPS mapping by default. Social sharing can be enabled for NPS questions to enable promoters to promote their product (see social sharing section for more information). Typically, NPS questions are used in conjunction with a follow-up question to ask why the respondent gave their rating. An example NPS survey is included with Mojo Surveys and the NPS section can be easily imported into any new survey (see importing sections). Reporting is available on a survey by survey basis see screenshot below (using test data) An important part of the NPS functionality is the ability to provide immediate feedback to the employee and this can easily be configured by including the user you want to notify in the Survey Invitation Notifications To field. A new workflow process should also be created from the template Mojo Surveys - Template: NPS Notification of result template (Fusion Software or your partner can do this for you if required). In addition, the result can be displayed on the customer record as a smiley and in terms of the historical data (the screen shot below provides some different options available however only one would normally be displayed with perhaps the historical bar chart). CES Mojo Surveys includes a Customer Effort Score (CES) question type that allows respondents to score how much effort was put into making a purchase. The question text is usually How much effort did you personally have to put forth to handle your request? The CES question is similar to the NPS in that it is based on a scale question type high scoring results can be shared socially results are mapped by default to mapping Customer Effort Score CSAT Customer Satisfaction (CSAT) are the traditional survey satisfaction questions such as Usually on a 1-5 or 10 scale. How satisfied are you with the service? So which question type is the best use to measure satisfaction or loyalty? The answer, as always is: It depends. Please contact Fusion Software and we ll be more than happy to help design the right survey solution for your requirements. Grids Mojo surveys has the ability to group questions together in a grid to make it easier for the respondent to answer. Question types that can be used in a grid are: Ratings (smiley scales, stars and flags) Single response (big buttons) Multiple response (big buttons) Mojo Survey Grids also have the option to use vertical text to ensure that less space is taken up on the survey and make it easier to complete on a mobile device. See screenshot below Questions and answers can be linked in the normal way Re-using Existing Questions or Surveys Mojo Surveys offers several ways to re-use existing questions and sections to avoid needlessly reentering the same questions. Cloning Surveys To clone a whole survey including all pages, sections, grids, questions and answers; simply click on the clone button in the survey ribbon. A new survey is created with the words - cloned appended at the end. The questions are completely separate from the first survey and any changes to either survey will not be reflected in the other survey. If you wanted to clone a survey and replace all the text references with another, then consider using the import facility described in the import section. This is useful if you have a survey about Product A and want to clone and use for Product B without manually going through each question Importing Sections Often when designing surveys it is a particular section that you want to copy from another survey such as a demographic section or satisfaction section. To import a section follow these steps: Open the survey you want to import into, and switch to the survey designer. edit the page where you want to import the section into (as shown below) Select whether you want to Auto Link Questions. Auto Link Questions automatically creates, or uses an existing linked question for each new question imported. Save the record As with cloning the survey above, any question and answers that are imported are independent of the source survey i.e. changes made in one will NOT be reflected in the other. This has the advantage of any changes to one survey by one user will never accidentally be introduced into the other survey. Linked Questions Sometimes you may want to share questions between surveys for reporting purposes. So for example, you may have a common satisfaction question that you ask all respondents at the end of each survey and you want to report on that question from ALL surveys. In this case you would use a linked question. Another example where linking questions is recommended is for multi lingual surveys: you may clone the survey for 5 different languages, but what to report on the results across all languages. Technical discussion: Why not use a many-to-many relationship so that a question can live in many surveys? Well that s what we did initially, but it soon became clear that the question should be split between the core meaning and its context. So for example a question such as How are you? has the intrinsic meaning How are you? but also there could be formatting of the text such as How are you?, the position, scoring, pipes, mappings, and language could also vary per survey. The Linked Question entity is the many-to- many entity that holds the core meaning of the question, and the question is the context entity. In addition, sharing a simple many-to-many question between many surveys introduces the possibility of unwanted changes from one survey being introduced into another. Linking questions can also help with simplifying the reporting see section Mapping / Linked Answers The easiest way to create a linked question is from the question itself, set Create Linked Question to Link and save the question. An on demand workflow is available to link multiple questions if required often used with Advanced Find. Versioning Use versioning when you want the same survey to be sent to a respondent /or respondents over a period of time. You may want to compare results from a survey over a long period of time and don t want any changes to the survey to be presented to the respondent as this would invalidate comparisons. When surveys are configured to use versioning (it is off by default) the survey invitation URL s have an appended parameter: No Versioning: https://www.mojosurveys.com/demo2/versioningdemo/eyo9tlm1eektpwavxsmohge7djo1 With Versioning: https://www.mojosurveys.com/demo2/versioningdemo/u8-w4rm1eektpwavxsmohbsrttk1/d The additional parameter tells the survey web app which version of the survey to use. It is important to note that if surveys that are configured to use versioning are changed, any previously sent out invitations will continue to use the old survey, and cannot be changed using the survey designer. So typos and question changes can NOT be made other than via a support request. Moving between environments Typically Mojo Surveys may be developed and/or tested in one environment and exported to the live environment. To export a survey to a new environment, there are two options: Manually copy the file survey xml across Use the Mojo Surveys admin application Manually copying the surveys Download the survey xml from the source survey as shown in the screenshot below: Create a new Import entity that can be found under settings Paste the XML from the source survey into the text box at the bottom of the import form. Particular attention must be given to the Overwrite Survey section. If you want to create a copy of the survey, choose no. If you want to overwrite the survey choose Yes. If you choose No the newly created survey can NOT be overwritten subsequently (as new ID s for each element is created). Usefully, text can be replaced on the import, so that all references to a particular product, service or subject can be replaced with another at the time of import. When the import record is saved, the survey is created. Points to note when deploying to a new environment: Peripheral entities such as Pipes, Linked Questions, Themes, Response Actions, Survey Responses and Survey Invitations are not deployed and these could be manually via export/ data import. Any custom attributes that have been added by your organization to any of the entities, won t be populated Deployment via the Deployment Manager The Deployment Manager makes deployment to new environments much easier as it can copy over some of the peripheral entities. To automatically copy the survey application via the admin application: Start the Mojo Surveys Admin application and connect to the environment you want to install into. Then connect to the environment you want to install from. On the environment you want to export from, choose what you want to export by selecting the check boxes in the tree view on the right hand side. Then choose the environment you want to export to from the drop down list on the bottom right (see screenshot below with some sensitive information removed). Survey Runtime Routing Mojo Surveys have two types of logic, client-side logic runs in the survey based on answers the respondent gives Server-side logic runs when survey responses are received and determines what actions, if any, should be taken. This section relates to client side logic, a later section relates to server side logic. Client side routing Client side logic is implemented with the use of Routing entities that are related to the survey. Client side routing is important to keep the survey relevant to the respondent and interactive. A word of advice. Don t try to create a huge logic tree with hundreds of combinations, it will make your testing a lot harder to do. Also, consider splitting surveys into multiple smaller surveys and conditionally sending invites to a different group of people. There are four type of routings: Skip Skip to a section, question or grid based on the answer of a question. End survey Go straight to the end of the survey. Useful for qualification questions. Hide or show Hide or show a page, section, grid or question based on the answer of a question. Typical uses are to show a comments section if a high or low rating is received. Conditional visibility Hide or show a section, grid or question based on the response of one or more questions previous pages. Typically this is useful if you have a question at the end of the survey such as Can we contact you about this? if the respondent has expressed dissatisfaction at any point in the survey. Visibility can be set by selecting the advanced tab and choosing an option (all sections, grids and questions are visible by default). To enable conditional visibility choose Visible if or Do not display if and the Display Logic field and routing sub grid is now available. Select the sub grid and choose Add New Routing Multiple routings can be chosen so that ALL or ANY of the routings conditions have to be met before the survey object is hidden or displayed. Note: The routing checks must refer to questions on previous pages to the question that is being made visible or hidden. Answer weighting / Scoring A great feature of Mojo Surveys is the ability to score individual questions or a group of questions in a survey. This has several great applications: Create a custom index to measure loyalty, satisfaction, pain, happiness, or any aspect based on more than one question, or more than one methodology. For example you may choose to use Net Promoter Score as one measure and compare its effectiveness against a combination of Customer Effort Score and a service rating. Take actions based on the total score of the survey. Rather than take actions based on individual questions, it is possible to take action based on a total score. E.g. a customer may answer that they are satisfied to one question, but not satisfied to many others. In this case it is possible to schedule a follow up appointment if the satisfaction index is less than 50% irrespective of the response to a single satisfaction question. To configure scoring, the survey field Calculate Scoring must be set to be Yes And the individual questions must be configured for scoring these are typically single response questions or ratings: The options are: Option Description Ignore No not score Auto (0-100) Min value is assigned 0 points, max 100 points Auto (100-0) Max value is assigned 100 points, min value 0 points User Specified Range / Weight The left most value is assigned the Score Min value that you specify. The Score Max value is the right most value. NPS Note: By specifying 10 in the minimum value and 1 in the maximum value, the field scoring can be reversed. Net Promoter Score scoring type. Used specifically for Net Promoter Score The score is calculated as two percentages on the survey response: Score as a percentage this is the score of the questions answered (note that logic on the client side may mean not all questions are presented to the respondent) Score as a percentage all routes this is score of the questions answered divided by all the total possible score (irrespective if they were presented to the respondent) Captcha Note: Captcha s are available on particular deployments please contact Fusion Soft
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