This module lets you create surveys by either selecting from pre-designed templates in the Template Library or starting from scratch. It helps you build effective surveys that align with your goals while keeping things efficient.

Business Use Cases

• Faster Survey Deployment: Pre-built templates streamline setup, enabling businesses to launch surveys in no time.

  Example: Suppose a marketing manager at a retail firm has to swiftly initiate a customer feedback survey. Rather than creating a survey from the ground up, she chooses an appropriate Customer Satisfaction Template, modifies a few questions, and launches it in just a few minutes.

• Ensuring Customization and Flexibility: Individuals with specific data collection requirements have the option to create surveys from scratch, tailoring each question and logical pathway to meet their goals. This degree of flexibility guarantees total control over the survey's design and facilitates the gathering of precise, dependable insights.

  Example: When a survey requires a high level of specificity, such as in usability testing, researchers can start from scratch, customizing each question and logic path to align with their objectives. This approach provides full control over the survey design, ensuring accurate and targeted data collection.

With pre-built templates, you can quickly create and launch surveys tailored to common use cases, helping you reduce setup time and gather feedback faster. If you have more specialized needs, you also have the flexibility to start from scratch, customizing each question and logic path to fit your specific goals. These templates include pre-configured best practices, with expert-designed questions and logic, ensuring your surveys are effective, well-structured, and aligned with your objectives.

Prerequisites

You will need Program Level View and Edit and Delete permissions under CFM App to access it.

• View: You will be able to view the feature.

• Edit: You will be able edit the feature.

• Delete: You will be able to delete the feature.

Setting Up Survey Using Template Library

1. Go to Sprinklr Insights and navigate to Customer Feedback Management and select Program and go to Create Survey.

   

2. Select Template from a list of templates organized under different template categories displayed at the top.

   If you're looking for something more specific, such as templates tailored to particular verticals or use cases, you can easily search for them using the search bar at the top. The following use case templates are currently available:

   List of Templates

   Let's have a look at the list of templates:

   Industry	Survey Template Name	Description
   Financial Services	Branch Visit Experience Survey	Evaluate customer satisfaction with branch visit experience, including wait times, staff interaction, and service quality.
   Financial Services	Customer Relationship Experience Survey	Measure overall satisfaction and brand perception among customers to identify areas for enhancing loyalty and trust.
   Retail	In-Store Purchase Experience Survey	Evaluate customer satisfaction with the in-store shopping experience, from product availability to checkout process.
   Retail	Online Purchase Experience Survey	Gather feedback on online shopping experience, including navigation, checkout ease, and delivery satisfaction to improve digital experience.
   Retail	Drive-thru Purchase Experience Survey	Evaluate satisfaction with drive-thru service, including wait times, order accuracy, and overall experience.
   Retail	BOPIS (Buy Online, Pickup In-Store	Evaluate customer satisfaction with the BOPIS process, focusing on pickup convenience, service quality, and overall efficiency.
   Technology	Online Shopping Experience Survey	Evaluate the satisfaction of customers with the online purchasing process, from navigation to checkout and delivery satisfaction.
   Food & Beverage	Post Dining Experience Survey	Evaluate the overall dining experience, including food quality, service speed, and ambiance, to identify areas for improvement.
   Travel & Hospitality	Booking Experience Survey	Evaluate overall guest satisfaction after their booking experience, including ease of the booking process, rooms availability, preferences and payment options to identify areas for enhancement.
   Travel & Hospitality	Stay Experience Survey	Evaluate overall guest satisfaction after their stay, including check-in, room quality, amenities and service to identify areas for enhancement.
   Telecommunications	Post Installation/Activation Experience	Evaluate the installation experience, technician professionalism, and the reliability of issue resolution to ensure customer satisfaction.
   Telecommunications	Retail Store Purchase Experience	Evaluate the quality of in-store purchase experience to improve sales interactions and store environment.
   Telecommunications	Digital Purchase Experience	Gather feedback on the digital purchase experience, including ease of navigation, product selection, checkout process, and delivery timelines for improvement.
   Telecommunications	Plan Change Experience Survey	Understand the reasons for plan changes and measure satisfaction with the process to improve customer retention.
   Telecommunications	New Customer Onboarding Experience Survey	Evaluate the clarity, ease, and satisfaction with the sign-up and onboarding experience to streamline processes.
   Telecommunications	Customer Churn Feedback Survey	Identify the key drivers for service cancellations and potential areas for improvement to boost customer retention.
   Transportation	Post Ride Experience Survey	Evaluate recent ride experiences to improve punctuality, cleanliness, comfort, and staff interactions.
   Transportation	Online Booking Experience Survey	Evaluate the ride booking experience, including ease of booking, payment options, and overall satisfaction.
   Transportation	Post Cancellation Feedback	Identify reasons behind ride cancellations and enhance the process to improve retention.
   Insurance	Policy Purchase Experience Survey	Evaluate customer satisfaction with the policy purchase process and identify areas to improve conversion rates.
   Insurance	Policy Renewal Experience Survey	Evaluate customer satisfaction with the policy renewal process and identify areas to improve retention rates.
   Insurance	Claim Resolution Experience Survey	Gather feedback on the claims process to improve communication, timeliness, and overall customer satisfaction.
   Insurance	Broker Experience Survey	Evaluate brokers’ performance in terms of professionalism, product knowledge, and customer-tailored advice provided to customer.
   Common Use Cases	Post Customer Call Support Experience Survey	Evaluate the knowledge, professionalism, and reliability of call center agents in resolving customer issues.

   

   Note: The details of the selected template are available on the right. You can check:

   • Template Description: A brief overview of what the template covers and its intended use.

   • Number of Questions: The total number of questions included in the selected template.

   • Average Survey Completion Time: An estimate of how long it typically takes to complete the survey using the template.

     

3. Click Preview Template to navigate through predefined survey questions within the Template.

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4. To start a survey from scratch, select Blank Template card available as the last card within the template library.

5. Click Choose Template and fill the details:

   1. Survey Name: Select a name of the Survey (Mandatory).

   2. Base Language: Select the language for the primary version of your survey. You can add additional translations later during the survey building process (Mandatory).

   3. Program: Select or create a Program where you want to save the Survey. This is can be modified.(Mandatory).

   4. Survey Tags: Add a Tag to easily navigate to your survey and access it whenever needed.

      1. Select your Industry and Brand Name (both optional) from the dropdown. Details of industry and brand will be utilised to improve AI-insights in analytics.

         Note: If industry or brand name are modified later, Text Analytics will not be updated with new context.

   5. Survey Permissions: Set User Permissions for the Survey. Add users or user groups from the dropdown.

      

6. Click Create.

Best Practices

• It is advisable to create a survey from the ground up if you already possess a list of questions.

• Adjust questions when utilizing a template to align with your brand standards.

• Evaluate your survey designed with a template to ensure the logic functions correctly. Templates may include pre-established logic.

FAQs