Unified Surveys allow users to combine questions that evaluate the same metrics from different CFM surveys into one Unified Field, facilitating comprehensive reporting in CFM Custom Dashboards. Users can create a Unified Survey, define Unified Fields, and link each field to the relevant question in each source survey. When answer options differ among surveys, value mapping guarantees that they align with the options of the Unified Field. After the Unified Survey is published, new responses from all linked source surveys are merged, making it possible to analyze, filter, and explore them as if they were standard survey questions.

Business Use Cases

• Reports one metric (for example NPS or CSAT) across surveys that use different scales or option sets, by mapping every survey to one common field.

• Combines the same MCQ asked with different option wording into one set of options.

• Brings Text answers from several surveys into one field. Text analytics categories from all mapped surveys are available together.

• Allows filtering the combined data by Survey Name to compare or isolate a single source survey.

Benefits

• One field to plot instead of separate dimensions per survey.

• Reporting behavior of a Unified Field follows the question type it is created as (NPS, CSAT, MCQ, Rating, Slider, Text, Rank Order).

• Standard fields and custom fields of every mapped survey are linked automatically. No extra mapping is needed for them.

• Masking configured on source Text questions is carried through to the Unified Field.\

• Access is controlled through existing CFM role permissions and a Unified Survey level Permissions screen.

Prerequisites

You would need View and Edit Response and Analytics permissions at the Survey Level.

You will also need to access the View Survey Dimension necessary for displaying Unified Field dimensions in the new widgets.

You would need Unified Survey level access. Click the permissions option in the Vertical Ellipsis menu of each Unified Survey.

Key Concepts

Setting Up Unified Surveys

1. Open the Unified Surveys Record Manager

   1. Navigate to CFM Global Settings and select the Unified Surveys card.

   2. The Record Manager displays all Unified Surveys that you have access to.

   3. Available columns include Name, Owner, Created Date, Last Modified Date, Source Surveys, and Status.

   4. Use the Search bar to quickly locate a Unified Survey by name.

   5. The three-dot menu for each Unified Survey provides the following actions:

      1. Edit Unified Survey

      2. View Unified Survey

      3. Manage Permissions

      4. Settings

      5. Delete

2. Create Unified Surveys

   1. In Record Manager, click Create to start a new Unified Survey.

   2. Enter a Unified Survey Name. You can use a name that already exists, just as you can with native surveys.

   3. Choose how you want to create the survey:

      1. From Scratch: Start with no pre-selected survey

      2. From an Existing Survey: Begin with a pre-selected survey, such as one launched from an existing survey context. You can add additional surveys later.

   4. Select the Primary Survey.

   5. The questions from the selected survey are displayed as selectable cards. Choose the questions you want to include as Unified Fields.

      1. If no questions are selected, the selector displays 0 questions selected.

      2. For Multi-statement Questions, each statement is treated as a separate question and can be mapped to its own Unified Field.

   6. Click Next.

      1. The Unified Survey is automatically saved in Draft status.

      2. The Field Creation and Mapping page opens with your selected questions carried forward.

      3. Each selected question is converted into a Unified Field based on the source question properties.

      4. Newly created fields are assigned default names (for example, Field 1, Field 2) and can be renamed as needed.

         

      Note:

      • Next can be clicked with no question selected. The Unified Survey is created with one default Unified Field.

      • Rich text formatting of question text (bold, italic) is not carried into the create form. The question text and placeholder preview are shown as plain text.

      • These question types are not shown in the selector because they are not supported for Unified Fields: MCQ and Rank Order with image-only options, Text/Media, File Upload, Audio/Video, Heatmap, Conjoint, and Rating with the Graphic Slider scale type.

3. Field Creation and Mapping screen

   The Field Creation and Mapping screen allows you to define Unified Fields and map questions from multiple surveys into a single unified structure.

   1. The page title displays the Unified Survey name along with the total number of Unified Fields. For example, Journey Analysis (4). A Refresh option is available next to the title.

   2. The mapping grid is organized as follows:

      1. Rows represent Unified Fields.

      2. Columns represent source surveys.

      3. Each cell displays the survey question mapped to the corresponding Unified Field.

      4. Unmapped cells are displayed with a dash (-).

   3. The Table panel provides the following options:

      1. Add Unified Survey Field to create a new Unified Field (row).

      2. Add Survey to add another survey for mapping (column).

   4. Select any cell in the grid to open the Question Mapping panel. This panel contains:

      1. Survey Details: Displays the selected survey (read-only) and allows you to choose the survey question to map through the Survey Question dropdown.

      2. Answer Options: Displays answer choices from both the selected survey question and the Unified Survey field, enabling you to map corresponding response options.

   5. For answer option mapping:

      1. Source question answer options are displayed alongside the available Unified Field options.

      2. Use the dropdown menu to map each source answer option to the appropriate Unified Field value.

      3. Existing mappings can be cleared using the X icon.

   6. To remove a question mapping, open the Survey Question dropdown and select No Question Selected. The mapping is removed immediately, and the corresponding cell is cleared. No confirmation message is displayed.

   Add a Unified Field (row)

   Unified Fields allow you to standardize questions and responses across multiple surveys, helping you create a consistent reporting framework.

   7. Click Add Unified Survey Field from the Table panel to create a new Unified Field. You can also create a field directly from a question in a source survey.

      1. New fields are assigned default names such as Field 1, Field 2, and so on.

      2. By default, each new field is created as a Multiple Choice Question.

      3. Until a source question is mapped, the corresponding cells in the survey columns display a dash (-).

   8. The field configuration form opens in the right-hand pane and includes the following sections:

      Unified Field Details

      1. Reference Existing Survey

         1. Select a question from an existing survey to automatically populate the field's question type, subtype, scale, and answer options.

         2. All pre-populated values can be modified before saving.

         3. If the selected question belongs to a survey already included in the mapping table, it is automatically mapped to the newly created Unified Field.

         4. If the selected question belongs to a survey that has not yet been added, the survey is automatically added to the mapping table and the question is mapped to the new Unified Field.

      2. Unified Survey Field Name

         1. Required field used to define the name of the Unified Field.

         2. Can be edited at any time.

      3. Description

         1. Optional text used to provide additional context about the field.

         2. Descriptions are for configuration purposes only and are not displayed in Custom Dashboards or widget selectors.

      4. Question Type

         1. Select the question type for the Unified Field from the supported options.

         2. To update an existing Unified Field, select it from the mapping table to open its configuration in the right-hand pane.

      Question Type Restrictions

      Once one or more source questions have been mapped to a Unified Field, the Question Type becomes locked and can no longer be modified. The field remains editable only when no mappings exist. This behavior applies to both draft and published Unified Surveys. Hovering over the disabled field displays a message explaining that the question type cannot be changed while mappings are present.

      

   Add a source survey (column)

   1. Click Add Survey (Column) in the Table panel on the right side of the Unified Survey Questions screen.

   2. The Add Survey dialog opens with the text "Select a survey to populate this column. All cells in this column will reflect the selected survey's questions."

   3. Survey (required) - open the dropdown and use the search box, or browse the list. The list is grouped by program; open a program with its arrow to choose a survey in it.

   4. A new column is added with the survey name as the header.

   5. Map each Unified Field (row) to a question of the new survey using the same cell flow.

   6. One survey can only be added once.

4. Supported Unified Field types and mapping rules

   The Question Type selector lists: Multiple Choice Question, Slider, CSAT Rating, NPS Rating, Short Text Field, Long Text Field, Rating Scale, and Rank Order.

   Unified Field type	Configuration when creating	Can be mapped with source questions	Value mapping
   Multiple Choice Question (MCQ)	Answer Type: Single-Select or Multi-Select. User-defined options (add, edit, remove, Bulk Edit). Optional Add 'Other' Option toggle; when enabled a Content Type is required (Text, Numeric, Email, Phone Number, Postal Code, Date) and a label can be added.	MCQ, Rating, CSAT, NPS. A Single-Select field maps only with Single Select MCQ sources. A Multi-Select field maps with Multi Select or Single Select MCQ sources.	Yes
   NPS Rating	Scale fixed at 0 to 10. Not configurable.	NPS, Rating, CSAT, MCQ	Yes
   CSAT Rating	Scale options are defined on the Unified Field. Label for N/A can be added.	CSAT, Rating, NPS, MCQ	Yes
   Rating Scale	Min and Max values are set on the Unified Field. Label for N/A can be added. Reverse order toggle is not available.	Rating, CSAT, NPS, MCQ	Yes
   Slider	Min, Max, and step size are not set manually. They resolve automatically from the mapped sliders (lowest Min, highest Max, smallest step size). Label for N/A can be added.	Slider only	No. Numeric values align within the shared range.
   Short Text Field (single line)	Content Type is required (Text, Numeric, Email, Phone Number, Postal Code, Date).	Text questions of the same Content Type. For example Phone maps only to Phone and Email only to Email.	No. Values are stored as they are.
   Long Text Field (multi line)	No sub-configuration.	Long text (multi line) questions, and short text questions of Content Type Text.	No. Values are stored as they are.
   Rank Order	User-defined set of options. Options can be added at any time, including after some mappings are done.	Rank Order only. Number of items can differ between surveys.	Yes, item level

   1. Multiple Choice Question

      Use for a question with a fixed list of answer options, such as "What do you use the product for?".

      

      Form Configuration

      The Form section allows you to configure how respondents interact with the Unified Field and define the available answer choices.

      Answer Type

      1. Select how responses can be captured:

      2. Single-Select (default): Respondents can choose only one option.

      3. Multi-Select: Respondents can choose multiple options.

      Answer Options

      4. New fields include a default answer choice, Option 1.

      5. You can edit the text of any answer option.

      6. Use the drag handle to reorder options as needed.

      7. Select the X icon to remove an option.

      8. To add a new option, enter the desired text in the Add Option field.

      Bulk Edit

      9. Use Bulk Edit to create or modify multiple answer options at once, helping streamline survey configuration.

      Add "Other" Option

      10. Enable this setting to allow respondents to provide a custom response that is not covered by the predefined answer choices.

      11. This option is disabled by default.

      12. When enabled, the following fields become available:

          Label

          1. Specifies the text displayed for the custom response option.

          2. Defaults to Other but can be customized.

      Content Type

      Defines the type of information respondents can enter when selecting the "Other" option.

      Supported values include:

      13. Text

      14. Numeric

      15. Email

      16. Phone Number

      17. Postal Code

      18. Date

          This configuration helps ensure response options remain standardized while still allowing flexibility for additional respondent input when needed.

      Mapping rules

      19. Can be mapped with MCQ, Rating, CSAT, and NPS source questions. Matrix statements are mapped with the MCQ rules.

      20. A Single-Select field maps only with Single Select MCQ sources. A Multi-Select field maps with Multi Select or Single Select MCQ sources.

      21. Value mapping is required: each source option is assigned to an option of the Unified Field. Several source options can be assigned to one field option.

      22. If the source question also has an Other option, it is mapped as the Other option. Only the same Content Type can be mapped.

   2. Slider

      Use for a question answered by moving a slider along a numeric range.

      Form Configuration

      1. The Answers section has one setting: the Enable N/A option toggle, off by default. When it is turned on, a label for the N/A option can be added.

      2. There are no fields for Min, Max, or step size. These values are not set on the Unified Field.

      Mapping rules

      3. Can be mapped with Slider questions only.

      4. Minimum, Maximum and step size resolve automatically from the mapped sliders: lowest Min, highest Max, and smallest step size.

      5. No value mapping is needed. Numeric values are used as they are.

   3. CSAT Rating

      Use for a satisfaction question answered on a labeled scale.

      Form Configuration

      Answer Options

      Configure the response scale by defining and managing the answer choices available to respondents.

      1. Default Scale Items

         1. New fields are pre-populated with the following five scale options:

            1. Strongly Disagree

            2. Disagree

            3. Neutral

            4. Agree

            5. Strongly Agree

         2. Each scale item can be edited, reordered using drag-and-drop, or removed as needed.

      2. Add Additional Scale Items

         1. An Add Scale Item field is provided beneath the existing options.

         2. Enter a value to add a new item to the response scale.

      3. Bulk Edit

         1. Use Bulk Edit to create, update, or manage multiple scale items at once, making it easier to configure larger response scales.

      4. Enable N/A Option

         1. Turn on the Enable N/A Option setting to include a Not Applicable response choice.

         2. This setting is disabled by default.

         3. When enabled, you can specify a custom label for the N/A option to align with your survey requirements.

      Mapping rules

      5. Can be mapped with CSAT, Rating, NPS, and MCQ source questions. Multi CSAT statements are mapped one statement at a time with the same rules.

      6. Value mapping is required. Several source options can be assigned to one scale item. Scale items with no source option assigned are excluded from analytics for that survey.

      7. The N/A option of a CSAT field can be mapped with the N/A option of a Rating Scale source.

   4. NPS Rating

      Use for a "how likely are you to recommend" question.

      Form Configuration

      1. The form shows only the Unified Field Details section. There is no Answers section because the scale is fixed.

      2. The scale is 0 to 10 (11 values) and cannot be changed.

      Mapping rules

      3. Can be mapped with NPS, Rating, CSAT, and MCQ source questions.

      4. Value mapping is required. If the source question has more options than the 11 NPS values, several source options can be assigned to one NPS value. If it has fewer, the NPS values with no source option assigned are excluded from analytics for that survey.

      5. Reporting is the same as a native NPS question.

   5. Short Text Field

      Use for a single-line free-text answer.

      Form Configuration

      1. Content Type – Select the format of responses for the Unified Field. Available options include Text, Numeric, Email, Phone Number, Postal Code, and Date, with Text selected by default.

      Mapping rules

      2. Can be mapped with short text questions of the same Content Type. For example Phone Number maps only with Phone Number and Email only with Email.

      3. No value mapping. Answers are stored as they are.

      4. Masking configured on the source question is applied to each response.

   6. Long Text Field

      Use for a multi-line free-text answer, such as open feedback.

      Form Configuration

      The form shows only the Unified Field Details section. There is no Answers section and no extra setting.

      Mapping rules

      1. Can be mapped with long text questions, and with short text questions of Content Type Text.

      2. No value mapping. Answers are stored as they are.

      3. Text analytics output of each source question (categories, phrases, sentiment) is shown through the Unified Field. See Reporting on Unified Surveys.

      4. Masking configured on the source question is applied to each response.

   7. Rating Scale

      Use for a numeric rating question, such as 1 to 10.

      Form Configuration

      1. Start Scale: Define the starting value for the rating scale. The default value is 1 and can be adjusted as needed.

      2. End Scale: Define the ending value for the rating scale. The default value is 10 and can be modified to match your reporting requirements.

      3. Enable N/A Option: Turn on this setting to include a Not Applicable (N/A) response option. When enabled, you can provide a custom label for the N/A option.

      Mapping rules

      4. Can be mapped with Rating, CSAT, NPS, and MCQ source questions. Multi Rating Scale statements are mapped one statement at a time with the same rules.

      5. Value mapping is required. Several source options can be assigned to one value. Values with no source option assigned are excluded from analytics for that survey.

      6. The N/A option of a Rating Scale field can be mapped with the N/A option of a CSAT source.

      7. For reporting, the final type of the field is Rating Scale.

         Note: Reverse scale ordering is not supported for Unified Fields.

   8. Rank Order

      Use for a question where respondents put a list of items in order.

      Form Configuration

      1. Answer Options: New fields are created with two default options, Option 1 and Option 2. You can edit, reorder, remove, or add options as needed. Use Bulk Edit to create or modify multiple options at once.

      2. Bulk Edit: Use Bulk Edit to quickly add, update, or manage multiple answer options simultaneously, reducing the effort required to configure large option sets.

      3. There is no Answer Type setting and no Other option.

      Mapping rules

      4. Can be mapped with Rank Order questions only. Rank Order questions with image-only options are not supported.

      5. Value mapping is done at item level: each item of the source question is assigned to an item of the Unified Field. The number of items can differ between surveys.

      6. Items can be added to the field at any time, including after some questions are already mapped.

      7. A warning is shown when removing an item that is already mapped in other questions. Items with no mapping are excluded from analytics, with a warning.

      8. Reporting is the same as a native Rank Order question.

      Rules that apply to all types:

      1. Question Type lock: Once one or more source questions have been assigned to a field, the Question Type selector becomes disabled (grayed out). When you hover over it, a tooltip appears indicating that the type cannot be altered while there are existing mappings. It remains editable only when there are no mappings in place. This rule applies both before and after publication.

      2. Reference question: Configuration is picked from the reference question when one is used.

      3. Multi-statement questions (Matrix, Multi CSAT, Multi Rating Scale, Multi Slider) are handled per statement. See section 6.

5. Value mapping

   1. In the Question Mapping panel, use the Unified Survey dropdown to map each answer option from the source question to the corresponding option in the Unified Field.

   2. Multiple source options can be mapped to a single Unified Field option, enabling flexible many-to-one mappings when survey responses differ.

   3. If a Unified Field contains options that are not mapped to any source option, those options are excluded from analytics for that survey.

   4. A mapping status banner displays the number of mapped and unmapped source options.

      Source options that remain unmapped are excluded from analytics.

   5. Other Option: Supported when both the source question and the Unified Field include an Other option with the same content type.

   6. Updating Source Options: Existing mappings are retained when source options change. Newly added options must be mapped manually, while mappings for removed options are automatically cleared.

   7. Rank Order Questions: A warning is displayed when removing an option that is already mapped elsewhere.

   8. Unmapped options are excluded from analytics and highlighted with a warning message.

   9. N/A Mapping: An N/A option from a Rating Scale question can be mapped to an N/A option in a CSAT question.

6. Multi-statement questions

   1. Questions containing multiple statements are automatically broken down into individual statement-level questions using the format Question Name - Statement Name. This naming convention is applied throughout the field selection and mapping experience.

   2. Each statement is treated as an independent question and can be selected, mapped, and analyzed separately. You are not required to include all statements from the original question.

   3. Statement-level questions inherit the behavior and mapping rules of their underlying question type. For example:

      1. Matrix statements follow Multiple Choice Question (MCQ) mapping rules.

      2. Multi CSAT statements follow CSAT mapping rules.

      3. Multi Rating Scale statements follow Rating Scale mapping rules.

      4. Multi Slider statements follow Slider mapping rules.

      Note: Multi-statement questions cannot be created directly as a Unified Field question type. Instead, individual statements can be selected and mapped as separate Unified Fields.

7. N/A value from Matrix questions

   1. When a Matrix statement is used as the reference for a Multiple Choice Unified Field, any configured N/A option is retained and remains available when mapping to other questions that also support N/A responses.

   2. The N/A label displayed in analytics is derived from the Not Applicable label configured in the reference Matrix question.

   3. If the reference Matrix question does not include an N/A option, the Unified Field is created without N/A support, and it cannot be enabled later.

   Note: After a Unified Field is created, it becomes independent of the reference question. Any subsequent changes made to the source question are not automatically reflected in the Unified Field.

8. Publish and data joining

   1. Newly created Unified Surveys are saved in Draft status. The setup page displays the most recent save time and provides options to Save as Draft or Publish.

   2. Publishing a Unified Survey activates the configured field and answer mappings for new survey responses collected after publication. Historical responses are not automatically included.

   3. For published Unified Surveys, response data from mapped source surveys is processed in near real time using the configured mappings. Data is referenced through the Unified Survey framework and is not duplicated or re-ingested.

   4. If a source question does not contain a response, the corresponding Unified Field remains null without generating an error.

   5. Responses collected before a mapping is configured remain null for that Unified Field until a valid mapping is established.

   Note: Data processed through a Unified Survey may take some time to become available in Custom Dashboards.

9. Edit a published Unified Survey

   1. To modify a published Unified Survey, open the three-dot menu and select Edit Unified Survey. This is the only available entry point for editing.

   2. Before the survey opens, a warning message informs you that any changes will immediately impact live unified data. Select Continue to proceed or Cancel to return to Record Manager.

   3. While editing, the same warning remains visible as a banner at the top of the page to indicate that you are working on a live Unified Survey.

   4. In published surveys, the top bar displays only the Done option. Save as Draft and Publish actions are not available.

   5. All updates are automatically saved and applied in real time, including changes to field names, mappings, Unified Fields, and source survey columns.

   6. The Done button simply closes the setup screen and returns you to Record Manager. An auto-save indicator displays when the most recent change was saved.

   7. Select View Unified Survey to open the configuration in read-only mode.

10. When a source survey changes

    1. When changes to a source question affect an existing mapping, the impacted mapping cells are highlighted in yellow, and a notification banner appears at the top of the mapping table.

    2. Review and update the affected mappings as needed, or select Mark as Reviewed to acknowledge the changes without modifying the existing mappings. Once all impacted mappings have been reviewed, the banner updates to indicate that the review process is complete.

    3. For published Unified Surveys, the survey status may temporarily change from Published to Needs Review until all impacted mappings are resolved or reviewed. Draft Unified Surveys continue to display warnings but remain in Draft status.

    4. While a mapping issue remains unresolved, data processing continues using the last valid mapping configuration. Newly added or modified source options are not reflected in Unified Fields until the mappings are reviewed. Previously processed responses retain their existing values, even if the corresponding source option is later removed.

    Changes that make the question incompatible with the Unified Field:

    The mapped question is removed from the mapping. Other changes keep the mapping and only add or remove the affected options. This is the same for Draft and Published surveys.

    Change in source survey	Result in mapping
    MCQ or Matrix changed from Single Select to Multi Select	Removed from mapping if the Unified Field is Single-Select. Stays mapped if the Unified Field is Multi-Select.
    Short text question Content Type changed so it no longer matches the Unified Field	Removed from mapping
    Option content type changed between Text and Text and Image (MCQ, Rank Order)	Stays mapped
    Option content type changed to Image only (MCQ, Rank Order)	Removed from mapping
    Mapped question deleted from the source survey	That question is removed from the mapping. Other mappings of the same survey are not affected. Data already joined is kept.
    Mapped source survey deleted	The survey column is removed. Other surveys are not affected. A Unified Field with no remaining mapped survey still exists and shows no incoming data.
    Question changed back to a compatible state, and the field is not mapped to another question	The question is mapped again to the same cell

11. Delete flows

    1. Delete a Unified Survey: Select Delete from the survey's three-dot menu to permanently remove the Unified Survey. Deleting a Unified Survey removes all associated field mappings and configuration settings, and Unified Survey dimensions and metrics will no longer be available for reporting and analytics. This action cannot be undone. Source surveys remain unaffected.

    2. Delete a Survey Column: Remove a survey column to delete its associated question mappings from the Unified Survey. Any analytics, reports, or configurations that rely on the removed survey will no longer be available. Deleting a column does not delete the underlying source survey.

    3. Remove a Question Mapping: To clear an existing mapping, select No Question Selected from the Survey Question dropdown in the Question Mapping panel. The mapping is removed immediately without requiring confirmation.

12. Permissions

    Role permissions (CFM App, Survey Level) gate the whole feature. No new permission is introduced.

    

    Unified Survey level Permissions (three-dot menu > Permissions) uses the same screen design as Survey Permissions: Select users or user groups, set a permission level, and add.

    1. Manage Unified Surveys

       1. View: See the setup (fields, column mapping, source surveys). Cannot edit.

       2. Edit: View and edit the setup, including field creation, mapping, source survey management, and adding or removing survey columns. Settings within the Unified Survey (Response Metrics) follow this edit level.

    2. Response and Analytics

       1. No Access: The user cannot view the response or analytics data of the Unified Survey. This overrides the source survey permissions.

       2. View: Allows viewing analytics of the Unified Survey. An info icon explains that this works on top of individual source survey permissions.

       3. Edit includes:

          1. View Survey Dimension, which is needed to plot Unified Field dimensions.

          2. Export, which is needed to take export for Unified Surveys.

             A user with Edit access to a Unified Survey but no access to some source surveys still sees those surveys in the connected surveys list and sees the mismatch banner when a source survey changes.

             

13. Settings: Response Metrics

    1. Access Settings from the Unified Survey's three-dot menu to configure Response Metrics. Response Metrics allow you to create calculated metrics using formulas based on Unified Survey response data.

    2. You can build response metrics using Unified Fields and connected numeric custom fields as inputs, leveraging the same metric creation capabilities available for native surveys.

    3. Response metrics created for a Unified Survey are available in the Unified Response Metrics category within the widget builder. This category is located under Unified Surveys and can also be accessed through the All category.

    4. Each metric is tagged with Unified Survey and the corresponding Unified Survey name. You can use the Unified Survey filter to quickly find metrics associated with a specific survey.

    5. Unified Response Metrics expose the same field information and search capabilities as response metrics created for native surveys.

       Note: Matrix-based fields and Matrix Response Metrics are not supported because Matrix questions cannot be configured as Unified Fields.

       

Reporting on Unified Surveys

• Unified Surveys in Widget Builder: Unified Survey fields are available under a dedicated Unified Surveys category in the widget builder, organized by supported question types. Unsupported question types, such as Metrics, Heatmap, and File Upload, are not displayed.

• Metrics and Dimensions: Each Unified Field supports the same metrics, dimensions, aggregations, sorting options, and reporting capabilities as a native survey question of the corresponding type.

  • NPS: Supports the same reporting capabilities as native NPS questions.
  • CSAT and MCQ: Supports standard metrics and dimensions. For MCQ questions, reporting on the Other option follows the configured content type.
  • Rating Scale: Reported using standard Rating Scale metrics and dimensions.
  • Slider: Supports Average Score and all standard aggregation functions.
  • Text: Long Text fields support text analytics, while Short Text fields support reporting based on the selected content type.
  • Rank Order: Supports the same reporting experience as native Rank Order questions.

• Custom and Response Metrics: Unified Fields can be used in custom metrics and response metrics while following the same governance and permission controls as native survey dimensions.

• Filtering and Analysis: Aggregation, filtering, plotting, and trend analysis are supported in the same way as native survey question dimensions.

• Automatically Linked Fields: Standard survey metadata fields (such as Response Time, Survey Name, Response Status, and Response ID) and all associated Survey, Profile, Transaction, and Case custom fields are automatically available without requiring additional mapping.

• Source Survey Filtering: To analyze responses from a specific source survey, use the Survey Name filter. A dedicated Unified Survey filter is not available because a single response can contribute to multiple Unified Surveys.

• Drilldowns and Exports: Drilldowns display only the fields associated with the selected Unified Survey. Exports and scheduled exports work the same way as they do for standard survey reports and dashboards.

• Handling Null Values: Responses without a value for a Unified Field are excluded from aggregations by default and are displayed as Not Answered or –, consistent with other CFM reporting experiences.

Long Text Field and text analytics

• Unified Fields mapped to Long Text questions automatically surface existing text analytics outputs from the source surveys, including L1 Category, L2 Category, Phrases (Word Cloud), Insights Count, and Experience Score.

• No additional enrichment, processing, or taxonomy configuration is required for the Unified Field. Existing text analytics results from the source surveys are used directly.

• The taxonomy available for a Unified Field is the combined set of categories from all mapped source text questions. Shared categories appear only once, while unique categories from each source survey are added to the available taxonomy.

• Category assignments (L1 and L2) remain based on the analytics generated within the original source survey and are not recalculated against the combined taxonomy.

• Filtering and reporting on L1 and L2 categories include category values from all mapped source surveys, providing a consolidated analysis experience.

Masking

• Unified Text Fields do not have their own masking settings. Instead, they inherit the masking behavior configured on the corresponding source text question for each response.

• If masking is enabled in one source survey but disabled in another, responses retain the masking rules of their original survey. This behavior applies to both Short Text and Long Text Unified Fields.

Historical Data

• Changes to Unified Surveys, such as adding new field mappings or source surveys, apply only to new responses. Existing historical responses are not automatically updated and will continue to display null values for newly added fields or mappings.

• Historical data backfill is available only through a request to Support or the backend team. Backfills are performed manually for a specific client and Unified Survey and are not available as a self-service feature.

• Backfill requests may be subject to limitations, such as date-range restrictions or response volume thresholds. Any responses outside the supported scope remain unchanged.

Best Practices

• Create the Unified Field from a reference question of the primary survey so type, scale, and options are pre-populated.

• Map all source options before publishing. Unmapped options are left out of analytics.

• Publish only when the mapping is ready. Once published, every edit is live.

• Use the Survey Name filter to compare source surveys inside one Unified Field.

• Review the banner after any change to a source survey question that is mapped.

FAQs