If you are on our Corporate or Enterprise Plan, you are able to have your transactional and relationship surveys and your CCS (Compliments, Complaints & Suggestions) form tailored to suit your corporate branding and style.
All you need to do is to decide how you want them to look and to provide us with your images. We'll do the rest.
You are able to choose:
- The background colour or background image.
- The image/logos used on the Welcome page (surveys only) and Thank You pages.
- Icons or a number scale for Q1 of the transactional survey.
- The colour and icons used for the buttons.
- The eight experience factors (transactional survey only).
- The font (typeface and text colour).
- All of the wording.
These elements are explained in more detail below.
You are not able to change:
- The number of questions asked.
- The scale used for Q1 of the transactional and relationship surveys (e.g you can't change them to a 5-point scale).
- The number of experience factors (Q2) on the transactional survey.
- The feedback categories (Q1) or contact options (Q3) on the CCS form.
To see what your current survey design looks like, log-in to the Portal, click on 'View your URLs' (under the 'Information Hyperlinks' heading), and then copy and paste the URL named 'Your transactional survey URL', into your browser.
If you want to share your survey design with others (e.g. your comms team), adding &discard to the end of the survey URL will prevent any submission from being saved.
1. Background colour or background image
The transactional and relationship survey consists of three types of pages - a Welcome page, the Questions pages and a Thank You page.
The Compliments, Complaints & Suggestions (CCS) form consists of two tyes of pages - the Questions pages and a Thank You page.
You can choose a single background image for these pages, or choose a single colour.
The same background colour or image is used on all pages of the survey/form.
An ideal background image size is 1680 pixels x 1050 pixels.
Because images are zoomed/cropped to fit each device, do not rely on the periphery of your background image being displayed on all devices.
2. Images on Welcome and Thank You pages
Both the Welcome page (surveys only) and the Thank You page contain display an image above the text - one image for the Welcome page and another image for the Thank You page. Most our clients choose to display their logo on the Welcome page.
You can choose both these images.
3. Number-scale vs icon-scale
Q1 of the transactional survey is an 11-point rating scale. You can choose to display this as a number scale or as a set of icons.
Q1 of the relationship survey can currently only be displayed as a number scale.
4. Button colours and icons
There are a number of buttons used to navigate the surveys and CCS form. These include the multiple choice buttons in Q2 of the transactional survey (the experience factors) and Q1 (feedback type) and Q3 (contact preference) of the CCS form.
A single background colour and text colour for these buttons can be chosen.
You can also choose the icons displayed on the multiple choice buttons and for Q1 of the transactional survey (if you want to use an icon scale rather than a number scale). Choose from any of over 7500 icons from the Font Awesome icon set. You can see the full list here.
5. The eight experience factors
Q2 of the transactional survey invites your customer to choose one or more aspects of the support experience that they felt were particularly good, or that most need improving. We call these experience factors.
The standard eight experience factors (used by the vast majority of our clients) are: Initial Response Time, Interpersonal Skills, Agent Knowledge, Keeping Me Updated, Resolution Speed, Confirming Resolution, Making it Easy for Me, and Other.
You are free to change any of these experience factors. We strongly recommend having an "Other" option.
Your reports and dashboards will include a legend for these factors.
You are not able to add or remove experience factors. There must be eight options. We strongly recommend you keep an 'Other' factor.
Once you are live with CIOPulse you cannot change your experience factors as this would undermine the integrity of your historical data. If you wish to change your experience factors after going live, we will first need to delete all your historical survey data and Net Promoter Score history.
6. The font
The CIOPulse surveys and CCS form use a single font throughout.
You can choose from over 900 fonts from the Google Fonts library.
7. The Wording
All the text used throughout the surveys and CCS form can be changed to suit your own corporate style and terminology. The text can also include any query string parameter value from the survey URL. For example, the Welcome Page could include your customer's name and the ticket number.
If you are on our Enterprise Plan ,you can even show your surveys in different languages.
Implementing your customisations
Getting your surveys and CCS form just right, usually takes a few iterations. Just let us know what you'd like us to change and provide us with any images.
Within 24 hours we'll apply those changes for you. We can then go through several cycles of tweaking until you're completely happy.
Allow 24 hours for each revision cycle.
Please send your customisation requests to [email protected].