The survey tool in Dialog Manager is called Dialogs and in this section, we will provide tips and explain concepts to help you get started with creating dialogs.
Dialog Type - What is it?
There are three variants of dialogs (dialog types) that can be utilized. Depending on the type of survey to be conducted, for example, whether it should be digital or printed on paper, there are advantages to the different dialog types. In the tool, when you create a new dialog, there is information on what each dialog type is suitable for.
Responsive dialog offers the best adaptation to the device (mobile, tablet, desktop) that the respondent is using and is built to allow you to create surveys that are both attractive and effective.
We recommend using Responsive dialog.
Structure Dialogs with Categories
To facilitate easier structuring and navigation of dialogs, you can organize them into a folder structure called categories (Dialog Categories). You can choose whether a dialog should be saved in an existing category or if you want to create a completely new category.
Once you have placed your dialog in a category, you can find them more easily on the homepage. You can also decide if your category should be accessible to other users or only to you.
We recommend being meticulous from the beginning about which categories should be used for which type of survey. For example: one category contains all customer surveys, another category is for employee surveys. A clear structure makes it easier when you have created multiple different dialogs.
Sign Dialog - What does it mean?
To use a dialog for a survey (create a publication in Publications), the dialog must be signed. An unsigned dialog cannot be sent. This is a security measure to prevent an incomplete dialog from being sent accidentally.
When the dialog is signed, the following happens:
- Opens up the possibility to send (publish) the dialog
- Changes made in the dialog are updated to already sent publications (surveys)
Question Type - Which questions should I use in my dialog?
By using the right type of question, you create good conditions for interpreting the result, and it makes it easier for the respondent to answer the question. The system supports multiple question types, each with its own applications. If you are unsure which question type to use, we recommend using questions that are as simple as possible for the respondent to answer and manage in the result analysis. Examples of such questions are:
- Single Choice
- Multiple Choice
- Open ended Questions
- Matrix Question
Matrix Question - things to consider
If you want to ask multiple single choice questions on the same page, matrix questions are an efficient question type. It reduces the number of pages in your dialog, increasing the chances that more respondents will complete the survey. When creating matrix questions, it's essential not to use too many or too long texts for answer options. Since the response scale is in a horizontal direction, it may be challenging for respondents answering the survey via mobile to see all answer options clearly if they are too long.
Scale Question
Turn your question into a scale question to clarify for the respondent that the answer options are valued on a scale (for example, 1-6). A scale question has color indications on the answer options to emphasize how the respondent should interpret the scale.
Don't Know option in scale question
By using a Don't Know option, as an alternative to other answer options, you give the respondent the opportunity not to take a position on the question. It can sometimes be good to force the respondent to choose an option, but it can also mean that the respondent does not want to answer at all and terminates the survey. Or the respondent chooses an option that is not representative of how the respondent wants to answer, which risks creating a difficult-to-interpret result.
We recommend at least considering using the Don't Know option.
Read more about how the calculation of scale questions occurs when a Don't Know option is used.
Simplify Result Handling with Result Settings
Add a title to the question through Result Headline. It is the result headline that will be displayed above the result (graph) in Quick Result.
Tip: Try to use short result headlines. Each question in your dialog should have its own result title. Information texts in the dialog do not need a result headline.
The result headline is also displayed in other systems such as Analytics and Workbook. If you have two different dialogs but contain the same question, the result of these questions can be combined, and you can continue to follow the trend in your result.
Example: During spring, we had a customer survey with an NPS question and three other questions. In the fall, we changed the focus of the questions and created a completely new dialog but still had the NPS question. To see the result from spring and fall, the NPS question has the same result title (NPS) in both dialogs.
Segmentation Questions and Index Questions are linked to result handling in Analytics.
Permissions - who can edit and use my dialog?
There are two ways to control who can edit dialogs. First, it is done through Categories (Dialog Categories) where you simply decide which users have permission for specific categories. Then you decide if the dialog should be open, private, or locked:
Open - The dialog can be edited and sent out by all users.
Private - The dialog is only visible to the user, and only the user can use the dialog.
Locked - The dialog is locked for everyone except the user who created it. This means that other users can see and use the dialog (create publications via Publications), but only the creator of the dialog can edit it.