Surveys Overview

Surveys are an exciting feature that allow you to gather feedback from your users in a number of different ways. When creating a new survey, you will be presented with a number of options based on the purpose or need you have in mind. “Small” and “Large” surveys are built from scratch (i.e. you are responsible for building these from the ground up), but there are also templates with pre-built content that will help save time with some of the initial steps, such as NPS, a Welcome Survey, and a Product Rating.

The different Product Fruits survey templates

Once you have selected a survey type, you’ll notice an option for “Question type” listed on the left hand side of the screen.

Examples of the different survey question types

Each category of Question type (Rating, Text input, Selection, and Message to users) comes with a set choices for customizing your surveys according to your needs.

You can see a breakdown of each of these categories and their respective choices in the links below:

Rating

There are 3 different types of rating questions in Surveys- Emoticons, Net Promoter Score (NPS), and Numeric Scale. Each has its own purposes and can be used to serve your product in different ways.

Emoticons

Emoticons are the first rating option, and also perhaps the most intuitive. These are perfect for scenarios in which you want to get a feel for your users' impressions of your product with quick, responsive feedback.

Net Promoter Score (NPS)

Net Promoter Score is a standardized method for gathering feedback from your users. Many businesses require NPS in various forms to accurately track user impression, so the option is provided here.

Numeric scale

The final rating option is numeric scale.

An example of a Numeric scale survey question
The lowest and highest numbers in the scale are adjustable down to -15 at the lowest or 15 at the highest using the menu on the left hand side of the screen:

The Question settings menu for Numerical scale survey questions showing that the lowest point is negative 15 and the highest is 15

Text input

Text input comes in two forms, single-line and multi-line. Both effectively function the same way, but different in style and implication for the user.

Single-line text

Single-line text visually restricts the space the user has to enter their question. This is better fit for inquiries in which you want to show the user that a longer answer isn't necessary, or one in which you're not searching for prolonged feedback. Keep in mind this does not actually restrict that amount of text that can be entered, so it primarily serves as a method of visual communication.

Multi-line text

As you can see, the multi-line text option offers more space for user feedback. The space will continue extending as necessary as the user writes feedback, and will make it easier for your users to grasp and edit longer messages.

Selection

Selection surveys break down into two main types- Single choice and Multiple choice. This does not refer to the number of answers you can create for the survey, but rather to the number of selections the user is allowed to make.

Single choice

Single choice works best when you have a question that you only want one definitive answer to. This can be anything from a user's favorite feature, to preferred method of contact, to an age range.

Multiple choice

An example of a multipl choice survey question

Multiple choice works for questions where you would like a variety of feedback or a combination of answers. This can be things like reasons for choosing your product or requests for future features.

Message to users

The Message to users option is the simplest of the Survey Question Types. A message to your users is a great way to close your survey, but don't forget you can spice it up with images, GIFs, videos, & more using the pop-up menu!

An example of a message to users in a survey

Survey settings

Beyond that, there are a few more options in the survey settings that will help you customize, which you can see highlighted in the screenshot below:

Triggers

The Trigger section works similarly to Tours, allowing you to show your surveys once per user, manually (such as after the click of a button), or periodically, which will separate tours by a given number of days after publishing. The "Once per user" option also comes with the ability to delay the survey's appearance through the display delay, which can be useful if you don't want to spring a survey onto your user the moment they land on your page.

The triggers menu showing a delay display of 30 seconds

Segmentation

Segmentation works exactly as it does in other parts of Product Fruits, allowing you to control which users your survey is shown to. You can read more about segmentation in our article here.

A targeting menu showing all users selected

URL Filtering

You can also filter for specific URLs instead of users if you so choose:

Survey Reset

Lastly, you have the survey reset tool. This is a big help when testing a new survey (you'll need to reset frequently if you're completing a "Once per user" survey over and over) as well as resetting it at a user's request or for any other purpose.

The admin tools menu showing the ability to restart the survey for an individual user

Scheduling

Schedule a survey to be displayed in the future, and for a specific date and time range with the scheduling option. It is possible to select the user's timezone, or choose from any timezone in the world. If this is not selected, the survey will display immediately and for an infinite amount of time:

Survey Results and Analytics

To view user feedback and survey results, go to Feedback > Surveys and select Results to see the corresponding survey data.

Answers

Under the Answers tab individual user responses are displayed in rows, along with the date and their answers to each question. If a question is left unanswered or blank, a dash (-) will be shown in place of the response.

You can filter results by selecting a specific time period, such as the last 7 days or a custom range, as well as by response type, including all answers, only non-empty responses, or only empty ones.

Additionally, you can export the answer data to Excel and choose which properties to include.

Aggregated Results

Aggregated Results offer a summarized view of survey data, enabling you to easily identify trends and insights. You can select up to three questions from your survey to visualize their responses through graphs or charts. Bar charts are used to display the results of emoji ratings, numeric ratings, and single or multiple-choice questions.

NPS (Net Promoter Score) is represented with both a distribution bar and a graph, highlighting the distribution of promoters, passives, and detractors.

For open-ended single-line and multi-line responses, a word cloud highlights the most frequently mentioned words, offering a quick snapshot of key themes in your feedback.