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Ezisay Help Centre2018-10-25T11:45:57+00:00

Welcome to the Ezisay Help Centre

Manage My Account

Dashboard

Surveys

Reporting

Objects / Tags

Team / User Rights

Manage My Account

Exploring the Dashboard

Global Dashboard; an Overview2018-10-24T05:08:46+00:00

When you log-in, the first page you will see is the dashboard. If you have navigated to another part of the site, either select “Dashboard” from the left hand navigation menu, or from the drop down box underneath your username in the top right corner of the site.

Your Global Dashboard Explained

The dashboard provides you with a high level view of the performance across all your campaigns and surveys across all objects (products, stores, events, etc).
The emoticon interface allows you to instantly and simply see a summary of all live results and engagements across your stores as they happen.

To toggle between results, simply click on the relevant button (EG. NPS (default), ERS or Poll).

When NPS or ERS is selected, beneath the graph is a list of your surveys and a snapshot of their results. To view more information on the performance of any given survey, simply click on the survey name. This will take you to the Survey Dashboard (see article “Survey Dashboard; an overview) for more information.

The Global Dashboard also includes a Leaderboard showing the performance of your linked objects (store, product, event, etc). To expand the Leaderboard to see the performance of all objects, simply click “see all”. Alternatively, you can click on any Object name to see more information on performanace of that Object specifically (for more information see article titled Object Dashboard; an overview).

You can adjust the data displayed on your dashboard in a variety of forms. Click on any of the below for more information:

When Poll is selected, a list of all surveys with polling questions or free comments included is displayed. Simply click on the survey you wish to review results or comments for.

Remember, if you have any queries, feel free to contact us by sending an email to support@ezisay.com

Global Dashboard; viewing ERS, NPS or Polling results2018-10-24T05:04:47+00:00

In the Global Dashboard, you can choose to view either NPS, ERS or Polling data. To switch between each view, simply select the corresponding tab above the chart.

Why can’t I see all my stores?2018-10-25T05:08:32+00:00

During the set up process, all your relevant stores should have been added to your login. You can view your stores by scrolling to the bottom of your Global Dashboard (screen shown on initial login) or by clicking through to the Object Dashboard.

The Object Dashboard provides you with a high level view of the object’s performance across all Campaigns (and Surveys) it is associated with.  The emoticon interface allows you to instantly and simply see a summary of all live results and engagements across your stores as they happen.

For more information on the Object Dashboard click here.

If you are missing any stores, you will need to contact your company’s administrator, or send us an email at support@ezisay.com.

Can I only see my own stores scores and feedback?2018-10-25T05:59:23+00:00

EziSay is a flexible platform that means your Administrator can adjust what stores you are able to view.

Your view access could be any of the following:

  • Only stores you are responsible for; these stores will have a hyperlink so that you can select for more information
  • Stores you are responsible for, plus others you are not – only stores you are responsible for will be hyperlinked.
  • List of all stores, none hyperlinked.

If you wish to add or remove stores from your view, please contact your Company’s Administrator, or email us at support@ezisay.com

Your Dashboard chart explained2018-10-25T05:07:33+00:00

Your Dashboard gives you a snapshot view of your ERS or NPS performance.

Lets look at these ERS results as an example.

The chart is shown on the left, whilst actual numbers are shown on the right.

  1. In this example, we have had a total of 883 responses (responses = number of questions answered).
  2. Total numbers by response are supplied for each green, yellow and red.

Your chart graphically depicts the responses, as follows –

  1. Green = 360 of total 883 responses = 40.8%
  2. Yellow = 111 of total 883 responses = 12.6%
  3. Red = 412 of total 883 responses = 46.7%

The responses are then used to calculate your ERS or NPS (depending on which view you are in), see article “What is ERS?” or “What is NPS?” for more information.

Global Dashboard for a Selected Date or Time Range2018-10-25T05:06:24+00:00

You can quickly and easily change the date or time range you wish to display results for a specific Object.

There are a number of pre-set date ranges you can choose from, or simply enter your own, then click on the button labelled “Show”.

 

Pre-set date ranges are quick and easy to use

Alternatively you can enter your preferred date range either directly into the text boxes (1) or using the inbuilt calendar tool (2).

Time filters can also be applied. Enter your start & end time manually, or use the inbuilt selector.

Global Dashboard; Applying a Filter2018-10-24T05:02:49+00:00

The Dashboard provides you with a wealth of information and easy access points to all of your Campaigns, Surveys and Objects (stores, events, products, etc). You can also adjust the data shown on your dashboard by using the Filter.

From the Filter drop down you can refine your Dashboard to view data against any item shown in the list. You can select to show data for one or many options; Select your filter, then your relevant items, and click on the button labelled “Show”.

Surveys

Survey Dashboard; Applying a Filter2018-10-24T03:35:00+00:00

The Dashboard allows you to adjust the data shown on your dashboard by using a range of filter options.

From the Filter drop down you can refine your Dashboard to view data against any item shown in the list. You can select to show data for one or many options; Select your filter, then your relevant items, and click on the button labelled “Show”.

You can quickly and easily change the date or time range you wish to display results for a Survey.

There are a number of pre-set date ranges you can choose from, or simply enter your own, then click on the button labelled “Show”.

Pre-set date ranges

Select any of the predefined date ranges and then click “Show”.

Custom date range

Enter your preferred date range either directly into the text boxes (1) or using the inbuilt calendar tool (2). Then click “show”.

Time Filters

Time filters can also be applied. Enter your start & end time manually, or use the inbuilt selector and then click on “show”.

Set up a New Matrix Question2018-10-23T07:38:18+00:00

To Modify a Survey, you will first need to access the appropriate survey. Refer to the section “Accessing Surveys”. Click on “+ Edit” from the top right corner of the selected Survey.

Matrix questions allow you to ask just one question with each answer having a ranking or range of options.

Type your question where it says “write your question here” and then use “+add column” to enter a grading or scale system that you wish to use for your various answers. For example (Poor, Average, Good)

The “+add row” button will allow you to add a series of answers that will be associated with your columns (ie. Grading system). You can add as many rows as you need, but we recommend keeping this to less than five.

An example Matrix question is:

How satisfied were you with each of the following?

Results for Matrix questions can be found in the “Poll” section of your dashboard.

How to ask for images and comments2018-10-19T14:44:37+00:00

The image upload and comment question type allows your customers to upload an image together with any comments they may have about it.

This is a great tool to use if you want to capture images and feedback that could be used in testimonials or social media articles.

Select “Image upload” from the Select Question Type drop down box and click “+Add”

Type in a message to encourage your customers to upload an image.

If you do not want the respondent to add comments, simply tick the box next to “Skip image comment”.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

How to add a multiple choice question2018-10-23T04:05:36+00:00

This question type provides customer with a list of answers to your question, with an option to allow selection of one or multiple answers.

Firstly, select Multiple Choice” from the drop down box and click on “+Add”

Type your question in the field labelled “write your question here”.

Click on “+ add answer” to create a series of answers for your customers to choose from.

Select One or Many Answers

The question is automatically set to allow customers to only select one answer. If you want them to be able to select multiple answers, simply click on the check box next to “Allow more than one answer to be selected”.

Email Notifications

You can activate email notifications where a respondent chooses a particular answer. These emails will be delivered to any team members and objects attached to the survey. Tick the box next to the answer you wish to receive notifications for.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

How to add an Emoticon Relationship Score (ERS) question2018-10-23T02:18:17+00:00

Emoticon Relationship Score™ (ERS) questions allow customers to answer with emoticons which are then calculated into a score out of 10.

You can ask more than one ERS question within your survey, and the score will be collated into one and presented on your ERS Dashboard.

Firstly, enter your question in the box “Write your question here”, or choose one of the predefined options available when you click in the field or on the drop down arrow.

Actionable Insights

After entering your question, there are three drop down boxes, each titled “Action after selecting”. If you hover over any of these fields, additional information is displayed to help you.

You can choose to ask your respondents for further information, and vary it according to whether they are happy, unhappy or neutral on the question you’ve asked. In all instances, you have the choice of selecting:

  1. None – do not ask for any additional information
  2. Drill down – multiple choice answers (select one or many) that will help you to understand the reason for their reaction to the question
  3. Comment – free text response box
  4. Drill down & comment – both multiple choice answers and free text comments are available to the respondent

Drill Down

After selecting “drill down” against an emoticon, you will be asked to enter an Additional Question. This has been preset as “why have you chosen this answer?” but feel free to type in your own question.

To enter answer options for your respondent, click on “+add drill down answer”. We recommend aiming for four to five answer options. Feel free to enter your own, or select from predefined answer options available when you click on the field or on the drop down arrow.

To delete an answer, click on the cross immediately to the right.

Comment Field

To allow your respondents to provide a free text reason for their emoticon selection, simply select “Comment field” from the drop down box against the relevant emoticon.

Drill Down and Comment

This option offers respondents both multiple choice (choose one or many) answers, as well as the option to provide free text comments.

Select “Drill Down and Comment” against the relevant emoticon, and add drill down answers as detailed above.

Notifications

You can set email notifications for each happy, neutral and unhappy responses in ERS questions, as well as by drill down and free text comments.

To activate notifications, click on the box next to the answer you wish to receive notifications for.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

Set up a New Ranking Question2018-10-23T07:33:26+00:00

To Modify a Survey, you will first need to access the appropriate survey. Refer to the section “Accessing Surveys”. Click on “+ Edit” from the top right corner of the selected Survey.

Adding a ranking question to your survey allows you to capture a customer’s order of preference for a range of items.  To add a ranking question simply select it from the drop down menu and click “+ Add”.

To add an answer, click on “+add answer” as many times as you need. We would recommend keeping this to less than 5 for ease and to avoid overwhelming your customers.

Results for Ranking questions can be found in the “Poll” section of your dashboard.

Real time notifications for Detractors2018-10-24T03:05:28+00:00

Notifications can be enabled for one or more answers on Net Promoter Score questions.

By enabling this function, an email will be sent to associated team members and the Admin user advising them of the response given by a customer.

This function has been designed to allow you to act immediately on any negative feedback received, and make contact with the customer to help resolve any issues (subject to contact information being supplied).

To enable the setting, simply navigate to your Survey and click on Edit.

Scroll down until you reach your NPS Question and click click on the check box next to the answer you would like to receive notifications for. You can enable it for drill down answers including comments.

Scroll down to the bottom of the page and “Save” your updates.

Viewing NPS Survey Results2018-10-24T03:44:31+00:00

From your Survey Dashboard you have the ability to click through from all questions included within your Survey. Questions can be found in the ERS or NPS Dashboard (depending on your survey inclusions).

Viewing NPS Survey Results
Scroll down the Dashboard page until you see “My NPS Snapshot”. From here, you can view responses by either

1) Click on “Toggle Graphs”

This will show a chart for each response, clearly presenting the split between the rating given.

2) Clicking on the response option, ie. Quality of Food

A screen will display all customers who have responded by selecting this answer (no matter what rating they have given).

3) Clicking on the number of responses by rating (ie. Detractor)

A screen will display listing only customers who have responded with this rating against the associated question.

 

In the screen shown by selecting either of the above options, you can quickly and easily change views and options to adjust the data you see.

A Change the response you want to view results for; simply select the response from the drop down box and click on the button labelled “show”.

B Change the response score you want to view results for; simply click on the relevant emoticon or the button labelled “All”.

Viewing ERS Survey Results2018-10-24T03:42:28+00:00

From your Survey Dashboard you have the ability to click through from all questions included within your Survey. Questions can be found in the ERS or NPS Dashboard (depending on your survey inclusions).

Viewing ERS Survey Results
Firstly, access the survey you wish to view results for by clicking on “Surveys” in the left hand menu and selecting your survey.

Then, apply any filters or date/time ranges you wish to the data.

Scroll down the Dashboard page until you see “My Questions”. From here, you can view responses by either;

1) Click on the arrow to the left of the question

Your dashboard will be extended to show a graphical representation of the number of respondents by drop down response as well as a list of all respondents in a table.

2) Clicking on the response option, ie. Quality of Food

A screen will display all customers who have responded by selecting this answer (no matter what rating they have given).

3) Clicking on the number of responses by rating (ie. Detractor).

A screen will display listing only customers who have responded with this rating against the associated question. If the customer has left their email or telephone details you will be able to match their response to their email and contact them directly about their experience.

In the screen shown by selecting either of the above options, you can quickly and easily change views and options to adjust the data you see.

A Change the response you want to view results for; simply select the response from the drop down box and click on the button labelled “show”.

B Change the response score you want to view results for; simply click on the relevant emoticon or the button labelled “All”.

How to Delete a Survey2018-10-24T03:00:02+00:00

To delete a survey, you will first need to open it. Click on “Surveys” in the left menu, and then choose the relevant survey.

Once within the survey dashboard, click on “+Edit”

Scroll to the bottom of the page, and click on “X Delete”.

A dialogue box will appear in your browser asking you to confirm that you wish to proceed with Deleting the Campaign. Depending on your browser, it may look something like the below.

 

Click “OK” to proceed with deleting your Survey and all data associated with it. NOTE: This data cannot be retrieved. If you change your mind, you can simply click “Cancel” and the Survey will not be deleted.

How to copy/duplicate a survey2018-10-24T03:06:39+00:00

If you wish to replicate a survey for a new event, location or purpose, it is possible to copy an existing survey.

To do this, access the survey you wish to copy by clicking into the Surveys menu using the left menu, then click on the relevant survey.

When in your survey, click on +Duplicate

Make sure you name your survey appropriately and proceed with editing or updating your survey as necessary.

How to add a rating question2018-10-23T03:55:04+00:00

Rating questions gives your customers the opportunity to rate each answer out of either 5 or 10.

Select “Rating” from the Add Question drop down list and click on “+Add”.

You will then be asked to select a Scale. This allows you to set whether you want each answer to be rated out of 5 or out of 10.

Click on “+add answer” to include the various items you would like your customers to rate.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

How to customise your survey’s web link2018-10-23T04:29:04+00:00

Each time you create a new survey a web address or URL will automatically be generated. At any stage you can edit this web link to your preferred address.

When you first save your survey, you will see the following screen:

As you can see, the link is a alphanumeric.

To change your weblink, you must be within the “edit” screen of your survey.

NOTE: If you are in the process of building a survey, you do not need to do this step.

Then click on Optional: Change Web Link

Now type in the field what you would like your link to be.

For example: ezisay.com/ratemybusiness OR ezisay.com/ratefredscafe

If the link is already in use, then a notification message will appear asking you to try again.

Please note:

The web address must always start with http://staging.ezisay.com/ as it needs to reside on our domain and hosting.

If you want the survey to be attached to a specific web address on your site (eg. www.mybusiness.com/feedback) then you will need to either:

1) Embed the survey within your website page

2) Redirect your website page to the ezisay URL.

Set up a new Rating Question2018-10-23T07:30:02+00:00

To Modify a Survey, you will first need to access the appropriate survey. Refer to the section “Accessing Surveys”. Click on “+ Edit” from the top right corner of the selected Survey.

Rating questions gives your customers the opportunity to rate each answer out of either 5 or 10.

Select “Rating” from the Add Question drop down list and click on “+Add”. You will then be asked to select a Scale. This allows you to set whether you want each answer to be rated out of 5 or out of 10. We would recommend using the same rating across all questions to ensure ease of translating end results.

Click on “+add answer” to include the various items you would like your customers to rate.

Results for Rating questions can be found in the “Poll” section of your dashboard.

Asking for free text comments on Emoticon Relationship Score (ERS) questions2018-10-24T03:52:12+00:00

After adding an Emoticon Relationship Score (ERS) question, you can choose to ask for further information from your respondent in three ways:

  1. Drill Down (multiple choice)
  2. Comment field (free text response)
  3. Drill Down & Comment (multiple choice & free text response)

Options two and three allow you to get free text comments from your respondents, which will then be displayed in the “poll” section of your Dashboard.

ERS: Comment Field

By selecting “comment field”, your respondents will see this in the survey like below:

ERS: Drill Down and Comment

Can customers provide free text responses / comments in surveys?2018-10-24T03:47:14+00:00

Yes, you can ask customers to provide free text answers or comments during your survey.

Comments can be asked for on the following question types:

  • Net Promoter Score (NPS)
  • Ezisay Relationship Score (ERS)
  • Comment Question

 

Net Promoter Score Question: Add Comments

For more information click here

 

Emoticon Relationship Score: Add Comments

For more information click here

All comments received from a survey can be found in the “Poll” section of your dashboard. For more information click here

How to Modify a Survey (Admin Rights Users Only)2018-10-23T07:27:29+00:00

To Modify a Survey, you will first need to access the appropriate survey. Refer to the article “Accessing Surveys”. Click on “+ Edit” from the top right corner of the selected Survey.

In this screen, you will see the same fields as when you initially set up the Survey. Your survey can be modified at any time. If you would like any further information on modifying elements within your survey, we recommend you read the section “How to create a survey“.

After completing all changes to your Survey, select “Save” at the bottom of the page.

How to add a Net Promoter Score (NPS) question2018-10-23T04:02:46+00:00

We always recommend starting your surveys with the Net Promoter Score (NPS) question. This is one simple question — “How likely is it that you would recommend a company/product/event to a friend or colleague?”. We use NPS to get a clear measure of our company’s performance through our customers’ eyes. Refer to the section “What is NPS?” for more information.

To add this question to your survey, select “NPS” from the drop down box and click “+Add”

It’s important not to alter this question, however feel free to personalise it by including your business name; for example:

How likely is it you would recommend Fab Feasts to a friend? 10 is extremely likely and 0 is not at all likely

When undertaking the survey, the customer will be asked to respond to the NPS question with a grading system of zero (dreadful) to 10 (fantastic). After the customer has responded, you can either take them directly to the next question, or ask for more information.

To ask for further information, you will need to do two things:

1) Enter the question you want to ask according to the score they have given

Do this by enter text in the field “Write question for ###### selection” against each answer type. Alternatively, you can select one of our predefined questions.

2) Enter answer options – “drill down answers”

We encourage you to utilise this function, as it allows you to clearly understand the sentiment behind the answer, and will help provide meaningful insights that you can take action upon.

To do this, click on “+ add answer”. We recommend offering four to five answers here for respondents to choose from.

Enter your answer in the field “write drill down answer here” or select from the predefined list (available when you click in the field or on the drop down arrow)

You can also ask your customers for free text comments 

To ask customers for any additional commentary, tick in the box next to “Allow to add other comments for NPS question”

You can add additional answers by clicking on “+add answer”, or click on the cross immediately next to an answer you wish to delete.

Detractor Notifications

Notifications can be enabled for one or more answers on this question.

To enable the setting, simply click on the check box next to the answer you would like to receive notifications for. You can enable it for drill down answers including comments.

Emails will be sent to all team members assigned to the survey.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

How to Create a Survey (Admin Rights Users Only)2018-10-24T04:25:25+00:00

As with accessing a Survey, there are two methods to create a new survey; via the Surveys Menu or via a specific Campaign.

Option 1: Via a Specific Campaign
After accessing the relevant Campaign (see article “Accessing Campaigns“), select “+Edit” from the top right corner.

Select the button “+Add Survey”

Option 2: Via the Surveys Menu
Navigate to the Surveys Menu (see article “Accessing Surveys”)
Select the button “+Add Survey”

How to Create a Survey

Survey Name

This is as simple as it sounds; simply enter an appropriate name for your Survey

Object Select Message

This is where you ask your customer to select a relevant “Object” that you want to capture information on – this could be a store, event, product or even a person. This list will be based on Objects linked to the Campaign your Survey is attached to.

Examples:

Questions

To add questions to your survey, select a question type from the drop down box and click “+Add”.

An overview of each question type is as follows:

  • NPS = Net Promoter Score™. This question is a worldwide benchmark used to track satisfaction utilising a standardised question. It can only be asked once in a survey.
  • ERS = Ezisay Relationship Score™. These questions allow customers to answer with emoticons which are then calculated into a Score out of 10.
  • Comment = allows a customer to provide a free text comment
  • Multiple Choice = provides customer with a list of answers to a particular question, option to allow selection of one or multiple answers.
  • Matrix = allows you to ask just one question with each answers having a ranking or range of options (tabular format)
  • Ranking = customers can rank items in order of their preference
  • Rating = customers can rate each answer out of either 5 or 10

Net Promoter Score (NPS) Question

We always recommend starting your surveys with the Net Promoter Score (NPS) question. This is one simple question — “How likely is it that you would recommend a company/product/event to a friend or colleague?”. We use NPS to get a clear measure of our company’s performance through our customers’ eyes. Refer to the section “What is NPS?” for more information.

To add this question to your survey, select “NPS” from the Add Question drop down box.

We do not recommend changing this question, however feel free to personalise it by including your business or product name; for example:

How likely is it you would recommend Fab Feasts to a friend? 10 is extremely likely and 0 is not at all likely

When undertaking the survey, the customer will be asked to respond to the NPS question with a grading system of zero (dreadful) to 10 (fantastic). After the customer has responded, you can either take them directly to the next question, or ask for more information.

You can also ask for further information from your customer, providing the reason for giving you that particular score. We encourage you to utilise this function, as it allows you to clearly understand the sentiment behind the answer, and will help provide meaningful insights that you can take action upon.

You can add additional answers by clicking on “+add answer”, or click on the cross immediately next to an answer you wish to delete. This allows you to gain greater contextual insight as to why the customer gave you that particular score.

Detractor Notifications

Notifications can be enabled for one or more answers on this question.

By enabling this function, an email will be sent to the relevant Object (ie. Store) and Admin user advising them of the response given by a customer. This function has been designed to allow you to act immediately on any negative feedback received, and make contact with the customer to help resolve any issues (subject to contact information being supplied).

To enable the setting, simply click on the check box next to the answer you would like to receive notifications for. You can enable it for drill down answers including comments.

Ezisay Relationship Score (ERS) Questions

Ezisay Relationship Score™ questions allow customers to answer with emoticons which are then calculated into a Score out of 10.  You can ask more than one ERS question within your survey, and the score will be collated into one and presented on your ERS Dashboard (Global, Campaign and Survey).

Firstly, enter your question in the box “Write your question here”. For example – “How would you rate our service?”  After the customer has responded using the simple emoticon interface, you can ask them for further information, and vary this according to their response.

After entering your question, there are three drop down boxes, each titled “Action after selecting”. In all instances, you have the choice of selecting:

  • None; you don’t want any more information
  • Drill Down; customer can select one answer from as many pre-set answers you provide.
  • Comment; customer can enter whatever comment they choose (free form text field)

After selecting “drill down” against the relevant response, additional fields will appear:

  • Additional question: what is the question you want to ask the customer after they responded to your first question?
  • Write drill down answer here: what choices do you want to give them for supplying this answer?

To include additional responses, simply click on “+add drill down answer”.  To delete an answer, click on the cross immediately to the right.

By choosing Drill Down, you are also able to activate Notifications. By enabling this function, an email will be sent to the relevant Object (ie. Store) or Admin user advising them of the response given by a customer. This function has been designed to allow your stores to act immediately on any negative feedback received, and make contact with the customer to help resolve any issues (subject to contact information being supplied).

Comment Field

Simply select “Comment field” from the drop down box against the relevant response.

In the example on the next page, if the customer provides a passive response (score of 6-8) to “How would you rate the food?”, the survey will ask them “what was wrong” followed by four responses. If they respond negatively (0-5) they will be given a comment field.

Comment Question

At any stage within the survey, you can ask your customers to ask questions with just a free text response. We recommend limiting to using this only once within your survey to avoid too much free text for your staff to review and interpret.

Multiple Choice Question

This question type provides customer with a list of answers to your question, with an option to allow selection of one or multiple answers.
Simply type your question in the white box, and click on “+ add answer” to create a series of answers for your customers to choose from.

The question is automatically set to allow customers to only select one answer. If you want them to be able to select multiple answers, simply click on the check box next to “Allow more than one answer to be selected”.

Matrix Questions

Matrix questions allow you to ask just one question with each answer having a ranking or range of options.

Type your question where it says “write your question here” and then use “+add column” to enter a grading or scale system that you wish to use for your various answers. For example (Poor, Average, Good)

The “+add row” button will allow you to add a series of answers that will be associated with your columns (ie. Grading system). You can add as many rows as you need, but we recommend keeping this to less than five.

An example Matrix question is:

How satisfied were you with each of the following?

Ranking Questions

Adding a ranking question to your survey allows you to capture a customer’s order of preference for a range of items.  To add a ranking question simply select it from the drop down menu and click “+ Add”.

To add an answer, click on “+add answer” as many times as you need. We would recommend keeping this to less than 5 for ease and to avoid overwhelming your customers.

Rating Questions

Rating questions gives your customers the opportunity to rate each answer out of either 5 or 10.

Select “Rating” from the Add Question drop down list and click on “+Add”. You will then be asked to select a Scale. This allows you to set whether you want each answer to be rated out of 5 or out of 10. We would recommend using the same rating across all questions to ensure ease of translating end results.

Click on “+add answer” to include the various items you would like your customers to rate.

Name & Email Request

Add this question to ask your customers for their name and email address.

This is particularly important if you want to encourage response rates by utilising a consumer promotion, and helps you to build your customer database! All information can be exported into a CSV file by Downloading Results from your Survey Dashboard (refer section “How to Download Survey Results”).

The check box “Do not ask about name” is automatically checked. If you do wish to ask for your customer’s name then you will need to uncheck the box.

Telephone Message
This question gives you the opportunity to ask customers for a telephone number.

Image Upload & Comment

The image upload and Image Comment question option allows your customers to upload an image together with any comments they may have about it. This is a great tool to use if you want to capture images and feedback that could be used in testimonials or social media articles.

Simply type in a message to encourage your customers to upload an image.

Action after Finishing Survey

EziSay allows you to choose what happens when a customer completes your survey. The options are:

  • Leave Thank You Screen with web link option
  • Auto Return to the Start of the Survey (irrelevant where IP blocking enabled)
  • Display “Restart Survey” button (irrelevant where IP blocking enabled)
  • Redirect to a Web Address (enter the URL in the box provided)

Thank You Message

Enter your own custom message to thank customers for taking the time to complete the survey. This message will only display if you select “Leave thank you screen” in the “Action after finishing survey” options (above).

IP Blocking

This function allows you to ensure customers are only completing your survey once a day. This is flexible with 4, 8, 16 and 24 hour block options. In some instances, a customer may (accidentally or otherwise) complete the survey multiple times, therefore skewing your results. By preventing customers with the same IP from answering your survey again, you will protect your survey from this occurring.

To enable IP blocking, simply click on the check box. You can also customise the message displayed to customers attempting to complete the survey for a second time.

Save your Survey
Don’t lose all of your hard work!

Select “Save” at the bottom of the page.

Can my customers complete the survey more than once?2018-10-24T02:56:47+00:00

Within your survey settings, there is an option to prevent customers with the same IP Address from answering the survey more than once. This is, by default, set to a 24 hour time window.

If this function is disabled, then customers can complete the survey multiple times.

Real time notifications for responses2018-10-24T03:03:47+00:00

Notifications can be enabled for one or more answers on both Net Promoter Score (NPS) and Emoticon Relationship Score (ERS) questions.

By enabling this function, an email will be sent to associated team members and the Admin user advising them of the response given by a customer.

This function has been designed to allow you to act immediately on feedback received, and make contact with the customer to help resolve any issues (subject to contact information being supplied).

To enable the setting, simply navigate to your Survey and click on Edit.

Net Promoter Score (NPS) Questions

Scroll down until you reach your NPS Question and click on the check box next to the answer you would like to receive notifications for. You can enable it for drill down answers including comments.

Notifications will be sent for any respondent who has chosen a detractor score (0-6) and chosen a drill down answer or provided a free text comment.

Emoticon Relationship Score (ERS) Questions

Scroll down until you reach your ERS Question and click on the check box next to the answer you would like to receive notifications for. Be aware that you can set notifications for each happy, passive and negative responses in ERS, as well as by drill down and free text comments.

Scroll down to the bottom of the page and “Save” your updates.

How to add a comment (free text) question2018-10-23T04:21:06+00:00

At any stage within the survey, you can ask your customers provide a free text response to a question.

Select “Comment Question” from the drop down box and click “+Add”

We recommend limiting to using this only once within your survey to avoid too much free text for your staff to review and interpret.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

Asking for free text comments on Net Promoter Score (NPS) questions2018-10-24T03:54:38+00:00

After adding your Net Promoter Score (NPS) question, tick the box next to “Allow to add other comments for NPS question.

This appears in the survey for the end user as follows:

Set up a New ERS Question2018-10-23T07:41:32+00:00

To Modify a Survey, you will first need to access the appropriate survey. Refer to the section “Accessing Surveys”. Click on “+ Edit” from the top right corner of the selected Survey.

Ezisay Relationship Score (ERS) Questions

Ezisay Relationship Score™ questions allow customers to answer with emoticons which are then calculated into a Score out of 10.  You can ask more than one ERS question within your survey, and the score will be collated into one and presented on your ERS Dashboard (Global, Campaign and Survey).

Find out more about the Ezisay Relationship Score here.

Firstly, enter your question in the box “Write your question here”. For example – “How would you rate our service?”  After the customer has responded using the simple emoticon interface, you can ask them for further information, and vary this according to their response.

After entering your question, there are three drop down boxes, each titled “Action after selecting”. In all instances, you have the choice of selecting:

  • None; you don’t want any more information
  • Drill Down; customer can select one answer from as many pre-set answers you provide.
  • Comment; customer can enter whatever comment they choose (free form text field)

After selecting “drill down” against the relevant response, additional fields will appear:

  • Additional question: what is the question you want to ask the customer after they responded to your first question?
  • Write drill down answer here: what choices do you want to give them for supplying this answer?

To include additional responses, simply click on “+add drill down answer”.  To delete an answer, click on the cross immediately to the right.

By choosing Drill Down, you are also able to activate Notifications. By enabling this function, an email will be sent to the relevant Object (ie. Store) or Admin user advising them of the response given by a customer. This function has been designed to allow your stores to act immediately on any negative feedback received, and make contact with the customer to help resolve any issues (subject to contact information being supplied).

Comment Field

Simply select “Comment field” from the drop down box against the relevant response.

In the example on the next page, if the customer provides a passive response (score of 6-8) to “How would you rate the food?”, the survey will ask them “what was wrong” followed by four responses. If they respond negatively (0-5) they will be given a comment field.

Viewing Survey Results2018-10-23T04:25:52+00:00

From your Survey Dashboard you have the ability to click through from all questions included within your Survey. Questions can be found in the ERS or NPS Dashboard (depending on your survey inclusions).

Viewing NPS Survey Results
Scroll down the Dashboard page until you see “My NPS Snapshot”. From here, you can view responses by either

1) Click on “Toggle Graphs”

This will show a chart for each response, clearly presenting the split between the rating given.

2) Clicking on the response option, ie. Quality of Food

A screen will display all customers who have responded by selecting this answer (no matter what rating they have given).

3) Clicking on the number of responses by rating (ie. Detractor)

A screen will display listing only customers who have responded with this rating against the associated question.

 

In the screen shown by selecting either of the above options, you can quickly and easily change views and options to adjust the data you see.

A Change the response you want to view results for; simply select the response from the drop down box and click on the button labelled “show”.

B Change the response score you want to view results for; simply click on the relevant emoticon or the button labelled “All”.

Viewing ERS Survey Results
Firstly, access the survey you wish to view results for by clicking on “Surveys” in the left hand menu and selecting your survey.

Then, apply any filters or date/time ranges you wish to the data.

Scroll down the Dashboard page until you see “My Questions”. From here, you can view responses by either;

1) Click on the arrow to the left of the question

Your dashboard will be extended to show a graphical representation of the number of respondents by drop down response as well as a list of all respondents in a table.

2) Clicking on the response option, ie. Quality of Food

A screen will display all customers who have responded by selecting this answer (no matter what rating they have given).

3) Clicking on the number of responses by rating (ie. Detractor).

A screen will display listing only customers who have responded with this rating against the associated question. If the customer has left their email or telephone details you will be able to match their response to their email and contact them directly about their experience.

In the screen shown by selecting either of the above options, you can quickly and easily change views and options to adjust the data you see.

A Change the response you want to view results for; simply select the response from the drop down box and click on the button labelled “show”.

B Change the response score you want to view results for; simply click on the relevant emoticon or the button labelled “All”.

Contacting Your Customers

As shown in the above images, in instances where a customer has supplied their email address it is shown in the column labelled “Author”.

This information, plus Telephone numbers, can also be found on your Survey Dashboard.

To contact the customer, simply click on the email address and your default email program will open with a new email message and address automatically populated.

Survey Dashboard: viewing ERS, NPS or Polling Results2018-10-24T04:07:21+00:00

In the Survey Dashboard, you can choose to view either NPS or ERS score data for your Survey. To switch between each view, simply select the corresponding tab above the chart.

To download results, please click here

Can I have more than one Survey?2018-10-24T03:38:34+00:00

Yes, you can have more than one survey running at a time.

Depending on your level of administration rights, you can create, deploy and see results for several surveys at once.

How to send your survey by email2018-10-23T04:33:44+00:00

There are a few ways to send your survey by email. Simply

1) take your survey web link and include it in an outbound email campaign from your email software (like Outlook, Gmail, etc) or campaign manager (like Mail Chimp, Active Campaign, etc) – OR

2) Use ezisay’s inbuilt email tool.

Ezisay’s inbuilt email tool allows you to send an email, straight out of ezisay, to a list of people you would like to invite to complete your survey.

To send an email invitation to a database, you must be within the “edit” screen of your survey.

NOTE: If you are in the process of building a survey, you do not need to do this step.

Then click on Optional: Individual Responses

The first thing you will need to do is click on the check box next to “Send Individual Feedback”.

There are three options for entering contact details ready for your email invitation.

1) Manually enter details or copy and paste from a database (take note of formatting information shown in the field)

2) Upload a CSV file with contact details formatted (make sure you follow the template file otherwise it will not import accurately – the template file is attached to this article)

3) Utilise contacts from a previous email list

To use contacts from a previously saved email group, click on the group name. A window will appear with contacts from that group. Simply select the names you wish to send this email to.

Once you have added your recipients details, enter a name for this group (eg. April Purchasers). If you don’t fill in this field, we’ll assign a name automatically.

Now it’s time to prepare your email. You will see we have already added some standard text, but feel free to customise it to suit your needs.

If you want a corporate email signature or logo at the end of your email, you can either drag and drop it into position, or click on the button to upload.

Last, but certainly not of least importance, is confirming your unsubscribe message. It’s critical that you have permission to email people in line with legal regulations within your country, including providing an option for respondents to unsubscribe from future email.

Update the copy in this field to ensure you comply with your country’s legal regulations.

Make sure you double check all the details, and then click on “Save & Send”.

Survey Dashboard for a Selected Date or Time Range2018-10-24T03:37:30+00:00

You can quickly and easily change the date or time range you wish to display results for a Survey.

There are a number of pre-set date ranges you can choose from, or simply enter your own, then click on the button labelled “Show”.

Pre-set date ranges

Select any of the predefined date ranges and then click “Show”.

Custom date range

Enter your preferred date range either directly into the text boxes (1) or using the inbuilt calendar tool (2). Then click “show”.

Time Filters

Time filters can also be applied. Enter your start & end time manually, or use the inbuilt selector and then click on “show”.

How to measure the performance of individual stores, products, events or people2018-10-23T04:36:53+00:00

Ezisay allows you to easily monitor and track performance across individual stores, products, events or people. This option is perfect for businesses with multiple locations, multiple staff or departments, and so on as you can instantly see where issues are arising.

Here’s a few examples of how you can measure results:

  • store (and roll up into a group of stores ie regional manager)
  • sales managers
  • business departments
  • individual products
  • one event, multiple keynote presentations

To set up this option, you must be within the “edit” screen of your survey.

NOTE: If you are in the process of building a survey, you do not need to do this step.

Now, click on “Optional: Stores & Events”

Firstly, you need to select which type of “object” you would like to measure. Click on the drop down list to make your selection.

Then choose whether you want to use an existing object (one that you have previously setup) or create a new one.

In this instance, we are going to assume you have already created objects. If you would like to create a new object, select that option from the drop down and for more information on creating objects, click here.

Select “Search existing …..” from the drop down list and and then select the relevant items by checking the box next to the relevant name/s.

After selecting your objects, enter a message for your respondents to see when provided with this list to choose from.

For example:

  • Please select which product you purchased
  • Which store did you visit
  • Who served you today
  • What keynote did you attend

Once you have completed the above steps, click on “Save & Exit”.

How to Download Survey Results2018-10-24T03:31:37+00:00

To Download Results for a selected Survey, you will first need to access the appropriate survey.

Click on Surveys in the left hand menu, then select your survey.

Prior to downloading your report, you may need to update your dashboard to reflect the data you want to download. For example; you may want to download last month’s data – if so, you will need to apply the Date Range filter (click here for instructions)

After making your selections, you have two options:

  1. “Download Results” – this will only download results for results you are currently viewing (eg. NPS, ERS or Poll). The below example has NPS selected, so only NPS results would be downloaded.
  2. “Download All” – download results for all questions within the survey regardless of the question type.

Depending on which Internet browsing software you are using, the report will either a) automatically open b) save automatically in a default location or c) ask you for a location to save the file to.

The report will download in what is known as a “CSV” file, which can then be opened using spreadsheet software such as Microsoft Excel. A common place to find your file is in your “Downloads” folder, or you may also find it by navigating to your Browser’s Download History.

Below is a screen shot of a sample CSV file that has been opened using Microsoft Excel.

How to create a survey2018-10-23T04:19:09+00:00

This article will step you through how to create a new survey, alternatively you can activate our helpful walkthrough wizard by clicking on “Open wizard for help” in the left menu.

To create a new survey, click on “+ Build Survey” in the left menu.

There are two steps to create a survey, with three additional options available if you choose to activate them.

Let’s get started!

 

Survey Name

This is as simple as it sounds; simply enter an appropriate name for your Survey

Select Survey Design (NEW!)

Select your choice of either the “Classic” or “Modern” design survey interface for your respondents.

                                        CLASSIC                                              

       

                                                    MODERN

If you selected “Modern” you now have the choice to upload a custom background option, or skip to adding your questions if you are happy with the default background.

To upload a custom background image, click on “click to upload” and selecting your file from your computer.

Custom Backgrounds come with a two options:

1) Apply to all questions – This image will now apply to all questions throughout your survey (unless you upload a unique background for one/many questions)

2) Apply to survey start and end screens – This image will now apply only to the start and end screens of your survey (eg. instructional screen – mobile only and the thank you screen). You may apply unique backgrounds for each questions if you choose to do so.

 

Add Your Questions

To add questions to your survey, select a question type from the drop down box and click “+Add”.

As you hover over each question type in the drop down, you will see an information box appear with helpful information about the question, as well as a link to see what it will look like for your respondents.

How to add a…

  1. Net Promoter Score (NPS) Question
  2. Emoticon Relationship Score (ERS) Question
  3. Comment Question
  4. Multiple Choice Question
  5. Matrix Question
  6. Ranking Question
  7. Rating Question
  8. Request for contact details
  9. Image upload request

 

After adding all your questions, click on “Next Step” – only a few steps to go!

Action after Survey

EziSay allows you to choose what happens when a customer completes your survey. Click on drop down box to see a list of options, and as you hover over each option further information will appear to the right.

If you selected “Leave thank you screen” above, an option appears to customise your thank you message. You can either proceed with the standard message or enter your own message.

IP Blocking

This function allows you to ensure customers are only completing your survey once a day. In some instances, a customer may (accidentally or otherwise) complete the survey multiple times, therefore skewing your results. By preventing customers with the same IP from answering your survey again, you will protect your survey from this occurring.

To enable IP blocking, simply click on the check box. You can also customise the message displayed to customers attempting to complete the survey for a second time.

Email Notifications

Select this option if you wish an email to be sent to your respondents to say “Thank You”. These are standardised emails and read as follows:

Thank you for taking the time to provide your valuable feedback on XXXXXX.
Your opinion really does make a difference.
Kind regards,
XXXX & The EziSay Team
Web: www.ezisay.com
Help Centre: ezisay.zendesk.com
To ensure you get emails from us in the future, remember to add support@ezisay.com to your address book so emails don’t get caught in your junk/spam filter

Logo

Add your logo to the survey, either by uploading one specific to this survey, or use your profile logo.

Survey Dates

You can set your survey to be available at all times, or set a defined period of time for people to access. By default, the survey will be always available. If you wish to define dates, check the box next to “Date period enabled” and enter dates in the start and end date fields either manually or using the date picker tool.

From here there are a few options!

Click on “More Options” for how to – 

  1. Add Stores, Events, People or even Products to your survey – this allows you to track the performance of these individual “objects” and as a group.
  2. Customise your web link
  3. Send an email invitation to a database asking people to complete your survey

Or, if you are happy with your survey as it is, simply click “Save & Exit”.

How to add a matrix question2018-10-23T04:09:54+00:00

Matrix questions allow you to ask just one question with each answer having a ranking or range of options.

Firstly, select “Matrix” from the drop down list and click “+Add”

Type your question where it says “write your question here” and then use “+add column” to enter a grading or scale system that you wish to use for your various answers. For example (Poor, Average, Good).

The “+add row” button will allow you to add a series of answers that will be associated with your columns. You can add as many rows as you need, but we recommend keeping this to less than five.

To allow a respondent to choose more than one answer, select the box next to “Allow more than one answer to be selected”. When this could be utilised is shown in Example 2 below.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

Example Matrix Questions

Example 1

How satisfied were you with each of the following?

Example 2

How familiar are you with the following brands?

How to add a ranking question2018-10-23T03:57:39+00:00

Adding a ranking question to your survey allows you to capture a customer’s order of preference for a range of items.  To add a ranking question simply select it from the drop down menu and click “+ Add”.

To add an answer, click on “+add answer” as many times as you need. We would recommend keeping this to less than 5 for ease and to avoid overwhelming your customers.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

How to ask for contact details2018-10-23T01:50:52+00:00

Name & Email Request

Add this question to ask your customers for their name and email address.

This is particularly important if you want to encourage response rates by utilising a consumer promotion, and helps you to build your customer database!

Select “Name & Email Request” from the Select Question Type drop down list and click “+Add”

Enter the text you want your respondents to see when requesting their email and (optional) name – highlight a promotion or remind them they’ll be added to a VIP Mailing list (for example).

The check box “Do not ask for name” is automatically checked. If you do wish to ask for your customer’s name then you will need to uncheck the box.

Telephone Message
This question gives you the opportunity to ask customers for a telephone number.

Select “Telephone Request” from the Select Question Type drop down list and click “+Add”.

Enter the text you want your respondents to see when requesting their telephone number.

Unique Background

If you selected the “Modern” survey design, you also have the option to add a unique background for this question.

To do so, click on the checkbox next to “Apply unique background for this question”, then click on the box “Click to upload” and select the file from your computer/file location.

Accessing Your Surveys2018-10-24T02:53:15+00:00

Click on “Surveys” in the left hand navigation menu

The default view of the dashboard will now show, showing NPS results for all surveys.

You can adjust this view by either choosing a filter, or choosing to display NPS or ERS data.

  • To select a filter, simply select an item from the drop down box
  • To switch between NPS and ERS data, simply select the corresponding tab.

You can also select any Survey from the list displayed for more information.

Survey Dashboard; An Overview2018-10-24T04:06:00+00:00

Similar to the Global Dashboard which displays all survey results combined, each Survey also has a Dashboard. This dashboard provides you with a high level view of the survey’s performance.

The Survey Dashboard clearly shows the name of the survey at the top of the screen, so you always know where you are. The emoticon interface allows you to instantly and simply see a summary of all live results and engagements across your stores as they happen.

Beneath the graph is a summary of the Questions or Response options associated with the survey. Depending on your survey, this list will vary based on whether you are in the NPS, ERS or Polling Dashboard. To view more information on any particular question, simply click on it. This will take you to the Response Overview page (see article Viewing Survey Results for more information).

NPS View

ERS View

Beneath the Survey Snapshot is a Leaderboard showing Objects linked to this survey. A complete leaderboard can be viewed by clicking on “See All”

Polling View

Results for your Polling questions will be displayed when you click on “Poll” at the top of the Dashboard. This Dashboard is quite different to both NPS and ERS and is dynamic based on the type and number of polling questions you have included in your survey.

Results for each type of polling question are displayed in groups.

Results will be for Multiple Choice questions will be displayed in one of two ways, based on how you have set up your question:

  1. Only one answer allowed – results will be displayed as “Favourite”
  2. Multiple answers allows – results will be displayed “Polling Multiple Choice”

You can click on “Show Table” for number of responses by question, and to click through for more information on each question

Matrix questions are displayed in a bar graph format, with each Option (ie. Row) displayed on a separate graph.  You can click on “Show Table” for number of responses by question, and to click through for more information on each question.

Ranking question results are formulated to display in order of the most important to the least important based on your customer selections. This is based on using the mean average across all results to provide a final importance grading. To see results by respondent, simply click on “Show Table”.

An overall rating for each question is displayed for Rating Questions. This is an average of all answers provided against each question. To see results by respondent, click on “Show Details”.

See also:

Set up a New Multiple Choice Question2018-10-23T07:35:48+00:00

To Modify a Survey, you will first need to access the appropriate survey. Refer to the section “Accessing Surveys”. Click on “+ Edit” from the top right corner of the selected Survey.

Multiple Choice Question

This question type provides customer with a list of answers to your question, with an option to allow selection of one or multiple answers.
Simply type your question in the white box, and click on “+ add answer” to create a series of answers for your customers to choose from.

The question is automatically set to allow customers to only select one answer. If you want them to be able to select multiple answers, simply click on the check box next to “Allow more than one answer to be selected”.

Results for Multiple Choice questions can be found in the “Poll” section of your dashboard. The results will be displayed in one of two ways, based on how you have set up your question:

1) Only one answer allowed – results will be displayed as “Favourite”

2) Multiple answers allows – results will be displayed “Polling Multiple Choice”

Viewing Polling Question Survey Results2018-10-24T04:01:41+00:00

From your Global, Campaign and Survey Dashboards, you have the ability to click through from all questions included within your Survey. Questions can be found in the ERS or NPS Dashboard (depending on your survey inclusions).

Viewing Polling Survey Results
Navigate to the Survey you wish to view results for (refer article Accessing Surveys for more information) and click on “Poll”. Apply any filters or date/time ranges you wish to the data.

Results for each type of polling question are displayed in groups.

Results will be for Multiple Choice questions will be displayed in one of two ways, based on how you have set up your question:

  1. Only one answer allowed – results will be displayed as “Favourite”
  2. Multiple answers allows – results will be displayed “Polling Multiple Choice”

You can click on “Show Table” for number of responses by question, and to click through for more information on each question

Matrix questions are displayed in a bar graph format, with each Option (ie. Row) displayed on a separate graph.  You can click on “Show Table” for number of responses by question, and to click through for more information on each question.

Ranking question results are formulated to display in order of the most important to the least important based on your customer selections. This is based on using the mean average across all results to provide a final importance grading. To see results by respondent, simply click on “Show Table”.

An overall rating for each question is displayed for Rating Questions. This is an average of all answers provided against each question. To see results by respondent, click on “Show Details”.

Reporting

How do I check my NPS, ERS or Poll results of my store?2018-10-24T04:26:23+00:00

EziSay automatically calculates the store’s results across all questions including polling, Net Promoter & EziSay Relationship scores. These results and scores are supplied instantly from the customers at the point of experience when visiting your store.

Simply click on either NPS or ERS button in the Global Dashboard (the first screen when you login).

Please note: Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

How do I check my leaderboard?2018-10-24T04:29:40+00:00

The Leader Board is a live score of how each store or object is tracking across NPS and ERS survey questions. The Leader board results are automatically sorted by their National Ranking which is based on their NPS/ERS Score; then by Number of responses.

In a store network environment, each Store Manager can see how their team has been going and how they compare to other Stores across the country. Sharing this information amongst your teams helps drive competition and better behaviours amongst staff.

You can alter the information provided in the Leader Board by either:

  • Switching between NPS, ERS or by Surveys Completed
  • Applying a filter (eg. State)
  • Re-ordering the Table (Eg. Sort by “Name”)
  • Adjusting the Date or Time Range

All information can also be downloaded by the Store Manager[1] in CSV format, which can opened using spreadsheet software such as Microsoft Excel.

[1] Provided that they have been given access rights by the company’s administrator.

Viewing NPS or ERS Scores
The Leader Board allows you to view either NPS or ERS data. You can then adjust the view further, if you wish, by applying filters, Date or Time ranges, or re-sorting the information in the table, or all of the above! To switch between NPS and ERS scores, it’s as simple as selecting the relevant button at the top of the Leader Board.

To Apply & Remove a Filter
There are a number of Filters available within the Leader Board. To apply a Filter, simply select the relevant item from the drop down box. In some instances, a second selection drop down will appear – in this instance, select the relevant items then select the button labelled “Show”.

To Remove a Filter, simply select “All” from the drop down box shown in Figure 4, then click the button labelled “Show”.

Downloading Leaderboard Data

Data contained within the Leader Board can be downloaded, with or without a filter applied. To download a report, it’s as easy as selecting any applicable filters required (see above), then clicking on the “+ Download Report” button.

Depending on which Internet browsing software you are using, the report will either a) automatically open b) save automatically in a default location or c) ask you for a location to save the file to.

The report will download in what is known as a “CSV” file, which can then be opened using spreadsheet software such as Microsoft Excel. For ease, the filename will include any date range information that has been applied to your report.

A common place to find your file is in your “Downloads” folder, or you may also find it by navigating to your Browser’s Download History.

Can I save my searches?2018-10-25T06:03:46+00:00

Yes. Simply use the browsers book mark function, when you have completed your search. Name the bookmark and save into your browser. When retrieving your search, simply click on the bookmark.

What is NPS?2018-10-25T05:43:22+00:00

What is NPS?

The Net Promoter Score, or NPS asks one simple question — “How likely is it that you would recommend a company to a friend or colleague?”

We use NPS to get a clear measure of our company’s performance through our customers’ eyes.

Customers respond on a 0-to-10 point rating scale and are categorised as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy or angry customers who can damage our brand and impede growth through negative word-of-mouth

How is NPS Calculated?

We calculate the NPS by taking the percentage of customers who are Promoters and subtract the percentage who are Detractors.

 

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

Can I download my Campaign results?2018-10-24T05:01:16+00:00

To Download Results for a selected Campaign, you will first need to access the appropriate campaign. Refer to the section “Accessing Campaigns”.

Firstly, select either NPS or ERS dashboard, depending on which you wish to download results for. Then enter the date or time range you wish to download results for and click “show”.

Once the page has refreshed, click on “Download Results” from the top right corner of the selected Campaign Dashboard.

Depending on which Internet browsing software you are using, the report will either a) automatically open b) save automatically in a default location or c) ask you for a location to save the file to.

The report will download in what is known as a “CSV” file, which can then be opened using spreadsheet software such as Microsoft Excel. A common place to find your file is in your “Downloads” folder, or you may also find it by navigating to your Browser’s Download History.

Can I download my Survey results?2018-10-24T04:31:47+00:00

To Download Results for a selected Survey, you will first need to access the appropriate survey. Refer to the article “Accessing Surveys”.

Prior to downloading your report, you may need to update your dashboard to reflect the data you want to download. For example; you may want to download last month’s data – if so, you will need to apply the Date Range filter (refer article “Survey Dashboard for Selected Date or Time Range”). You will also need to select whether you wish to view and download NPS or ERS data.

After making your selections, you have two options:

  1. “Download Results” – this will only download results for results you are currently viewing (eg. NPS, ERS or Poll). The below example has NPS selected, so only NPS results would be downloaded.
  2. “Download All” – download results for all questions within the survey regardless of the question type.

Depending on which Internet browsing software you are using, the report will either a) automatically open b) save automatically in a default location or c) ask you for a location to save the file to.

The report will download in what is known as a “CSV” file, which can then be opened using spreadsheet software such as Microsoft Excel. A common place to find your file is in your “Downloads” folder, or you may also find it by navigating to your Browser’s Download History.

Below is a screen shot of a sample CSV file that has been opened using Microsoft Excel.

Can I download my Leaderboard?2018-10-24T04:59:41+00:00

Data contained within the Leader Board can be downloaded, with or without a filter applied. To download a report, select which view you would like to download (NPS/ERS/Completed Survey), apply any filters or date/time ranges you wish, then clicking on the “+ Download Report” button.

Please note: the “Completed Surveys” button will only be available if you have set weekly/monthly targets against your “Objects”.  

Depending on which Internet browsing software you are using, the report will either a) automatically open b) save automatically in a default location or c) ask you for a location to save the file to.

The report will download in what is known as a “CSV” file, which can then be opened using spreadsheet software such as Microsoft Excel. For ease, the filename will include any date range information that has been applied to your report.

A common place to find your file is in your “Downloads” folder, or you may also find it by navigating to your Browser’s Download History.

What is ERS?2018-10-23T04:22:40+00:00

The ERS is the EziSay Relationship Score and is a score out of 10.

It combines your responses against your company’s customised survey questions using a points system –

  • Green is worth 10 points
  • Yellow is worth 3 points
  • Red is worth 1 point

The ERS score is totalled then divided by the number of responses to give you a score out of 10. The higher the ERS score, the more Greens you are getting and the better you are performing. The ERS helps define the issues around areas we’re measuring and provides a roadmap to positively affect the Net Promoter Score

Objects & Tags

How to Create an Object2018-10-25T05:34:08+00:00

To create an object, click through to the Objects Menu (see article: Accessing Objects) and click on “+Add Object” in the top right corner of the screen.

Select Object Type

Select the type of Object you wish to add using the drop down list provided.

Object Name
Enter a name for your object. Please note, this is what will be displayed to your customer when completing your survey.

Country, State and Suburb
These fields are all mandatory, although not necessary relevant in some instances. If this is the case, simply enter your head office location or nearest capital city

Google Map; Street Address
Entering the physical address within the Google Map will enable Location Services within the EziSay platform.

This simplifies your customer’s experience when completing a survey, displaying the five closest objects to their current location. Simply start typing in the address, and Google will display a shortlist of results – select the relevant address and either click away or hit “Enter” on your keyboard.

Assign Team Members
At this point, you can select one or many team members to this Object. By assigning members, you are giving them the ability to view results for all Campaigns and Surveys associated with this object when they login to the EziSay platform.

For more information on Team Members, refer to articles in Managing Your Team.

Save Your Object
Don’t lose your hard work! Make sure you select “Save” at the bottom of the page.

Overview of Objects2018-10-25T05:40:48+00:00

Within the EziSay platform, the term “Objects” is applied to any item you wish to obtain feedback on. This could be a store, person, event, product or anything else that may be relevant to your business. Objects are linked to Campaigns, and in turn, to associated Surveys.

Within this Help Centre you will find articles that cover the following topics:

  1. Accessing Objects
  2. Object Dashboard; an overview
  3. How to Create an Object
  4. How to Edit an Object
  5. How to Delete an Object

Remember, if you still have any queries feel free to contact us.

Accessing Objects2018-10-25T05:40:16+00:00

To access your Objects Menu, click on “Campaigns” in the left hand navigation menu.

When the extended menu appears, select “Objects”. In this view, top line results are supplied for all objects based on responses to all Campaigns and Surveys where the Object has been selected.

In this view, top line results are supplied for all Objects. You can adjust this view by either choosing a filter, or choosing to display NPS or ERS data.

A) To select a filter, simply select an item from the drop down box

B) To switch between NPS and ERS data, simply select the corresponding tab.

In many instances, you will have the ability to select one or more options against each of the filters (eg. States) – to do this simply click on the corresponding check box. After selecting your item(s), click on “Show”.

Object Dashboard for Selected Date or Time Range2018-10-25T05:37:55+00:00

As with your Global Dashboard, you can quickly and easily change the date or time range you wish to display results for a specific Object.

There are a number of pre-set date ranges you can choose from, or simply enter your own, then click on the button labelled “Show”.

 

Pre-set date ranges are quick and easy to use

Alternatively you can enter your preferred date range either directly into the text boxes (1) or using the inbuilt calendar tool (2).

Time filters can also be applied. Enter your start & end time manually, or use the inbuilt selector.

How to Modify an Object2018-10-25T05:30:55+00:00

To Modify an Object, you will first need to access the Objects Menu, (see article: Accessing Objects). Select the relevant Object and then click on “+ Edit” from the top right corner of the screen.

In this screen, you will see the same fields as when you initially set up the Object. Your object can be modified at any time.

If you would like any further information on modifying elements within your Object, we recommend you refer to the article “How to Create an Object”.

After completing all changes to your Object, click on “Save” at the bottom of the page.

Object Dashboard; viewing ERS or NPS results2018-10-25T05:35:32+00:00

In the Object Dashboard, you can choose to view either NPS or ERS score data for your Object. To switch between each view, simply select the corresponding tab above the chart.

How to Delete an Object2018-10-25T05:29:51+00:00

To Delete an Object, you will first need to access the Objects Menu, (see article: Accessing Objects). Select the relevant Object and then click on “+ Edit” from the top right corner of the screen.

In this screen, you will see the same fields as when you initially set up the Object. Your object can be modified or deleted at any time.

Scroll to the bottom of the page, and click on “X Delete”.

A dialogue box will appear in your browser asking you to confirm that you wish to proceed with Deleting the Object. Depending on your browser, it may look something like the below.

Click “OK” to proceed with deleting your Object and all data associated with it.  NOTE: This data cannot be retrieved. If you change your mind, simply click “Cancel” and the Object will not be deleted.

Team Management & Users

How to Delete a Team Member2018-10-25T05:11:11+00:00

To delete a Team Member, click through to the Team Menu (refer to article Accessing Teams), then click on the relevant Team Member’s name. Remember, you can use the Search box to help find a Member.

In this screen, you can see a range of information specific to this Team Member including when they last signed in.

In order to delete a Team Member, you must click on “+Edit” in the top right corner of the screen.

Scroll to the bottom of the page, and click on “X Delete”.

A dialogue box will appear in your browser asking you to confirm that you wish to proceed with Deleting the Team Member. Depending on your browser, it may look something like the below.

Click “OK” to proceed with deleting your Team Member and all data associated with them.  NOTE: This data cannot be retrieved. If you change your mind, simply click “Cancel” and the Team Member will not be deleted.

Adding Territory Managers – New Team Member2018-10-25T05:13:07+00:00

It is easy to add Territory Managers to your EziSay account.

Please note that you will need to have Admin rights to perform the below actions. If you do not have Admin rights, you will need to contact the relevant person in your company.

To add a Team Member, click through to the Team Menu (refer article Accessing Teams), then click on “+Add Member” at the top of the screen.

On the next page, you will see a number of fields to be completed.

Select type: To make this user a Territory Manager, you must select role type Manager

Name: include both first and surnames

Email: a valid email address must be used, a team member will use this to sign in to EziSay

Territory Manager: click on the check box so a tick appears

Can Download Reports: select whether you wish this user to be able to download dashboard results

Events/People/Products/Stores: select the objects you wish this user to be able to view and access results for.

 

Click on “Save” at the bottom of the page.

Add New Team Members – Import from Excel (multiple)2018-10-25T05:20:28+00:00

It is easy to add Team Members to your EziSay account, whether it be 1 or 1000! A Team Member can either be added individually, or you can use the “Import from Excel” function to upload as many team members as you like in a few simple steps.

This article explains how you can add a new Team Members using the Import function.

Please note that you will need to have Admin rights to perform the below actions. If you do not have Admin rights, you will need to contact the relevant person in your company.

To add multiple Team Members, click through to the Team Menu (refer to article Accessing Teams). Click on “+Import from Excel” at the top of the screen.

It is important that the file containing your Team Members be in the correct format and contain the correct information. To ensure this, you will need to use the Template provided on the next page. To access, simply click “template file”.

Please note: Administrators need to be added manually, not via the Import Function.

Enter all your Team Members into the Excel file provided, and save on your computer. Ensure you know where it is saved, as you will need to locate it in the next step.

It is now time to upload your file. To do this, click on the box “Click to upload”.

In the dialogue box that opens, navigate to the location of your file and select “Open”. You will now see a file path displayed in the box that used to state “Click to upload”. Now click the button “Upload” – please note depending on the number of entries in your Excel file, it might take a little while for us to process; take the opportunity to grab a cuppa!

While your members are being imported, a message will be shown on your screen showing the status, and also alert you to any errors.

On completion of your member import, you will see a full report of how the import went, together with any errors that occurred. If for any reason an error is shown against a member, an explanation will be provided. For any users where there is an error, open a new template file and include the members with the correct information. You can then complete a new upload.

Click back to “Team” and you will see all your Team Members now listed. Please note that these Team Members will have been sent an email by EziSay asking them to confirm their registration. To complete this process, they simply need to click on the link provided in the email and follow the on screen steps.

If for any reason this email is misplaced, you can click “Resend Confirmation” and the email will be resent. Please ensure that users add support@ezisay.com to their email contacts, and check their SPAM/JUNK folder for any emails.

How to View & Edit a Team Member2018-10-25T05:22:13+00:00

To edit a Team Member, click through to the Team Menu (refer to article Accessing Teams), then click on the relevant Team Member’s name. Remember, you can use the Search box to help find a Member.

In this screen, you can see a range of information specific to this Team Member including when they last signed in.

To edit the Team Member, click on “+Edit” in the top right corner of the screen.

All fields on a Team Member’s profile can be changed at any time. If you need any further information on these fields, refer to the article “Adding Single Team Members (manual)

Click on “Save” at the bottom of the page.

resend team member confirmation2018-10-25T05:24:08+00:00
Adding Territory Managers – Existing Team Member2018-10-25T05:15:27+00:00

It is easy to edit an existing user and make them Territory Manager.

Please note that you will need to have Admin rights to perform the below actions. If you do not have Admin rights, you will need to contact the relevant person in your company.

To edit a Team Member, click through to the Team Menu (refer to article Accessing Teams), then click on the relevant Team Member’s name. Remember, you can use the Search box to help find a Member.

In this screen, you can see a range of information specific to this Team Member including when they last signed in.

To edit the Team Member, click on “+Edit” in the top right corner of the screen.

To change this user to being a Territory Manager, you will need to amend the user’s profile as follows:

Select type: Select role type: Manager

Territory Manager: click on the check box so a tick appears

Click on “Save” at the bottom of the page.

Adding New Administrators to Your Account2018-10-25T05:25:40+00:00

As a Master Administrator for your business, you have the ability to add new Secondary Administrators to your account. This is quick and easy to do, by simply following the below steps:

Please note that you will need to have Admin rights to perform the below actions. If you do not have Admin rights, you will need to contact the relevant person in your company.

To add a Secondary Administrator, click through to the Team Menu (refer to Article: Accessing Teams), then click on “+Add Admin” at the top right of the screen.

Complete the fields as shown on screen, then click “Save”.

A page will now display confirming that the Admin has been added, together with an overview of the member.

Click back to “Team” and you will see your new Administrator now listed. Please note that this new Team Members will have been sent an email by EziSay asking them to confirm their registration. To complete this process, they simply need to click on the link provided in the email and follow the on screen steps.

If for any reason this email is misplaced, you can click “Resend Confirmation” and the email will be resent (refer article: resend team member confirmation). Please ensure that users add support@ezisay.com to their email contacts, and check their SPAM/JUNK folder for any emails.

Team Overview; Accessing Teams2018-10-25T05:27:12+00:00

The Team menu allows you to set up Team Members enabling your staff or franchisees access to the site to view results. The level of access is completely flexible, with various roles available

  • Master Administrator
  • Secondary Administrator
  • Territory Manager
  • Manager
  • Guest

Note: This Menu is only visible to Administrators and Secondary Administrators.

Accessing Team Menu
To access your Team Menu, click on “Campaigns” in the left hand navigation menu. In the expanded menu that appears click on “Team”.

Within this menu, you will see that the page is clearly divided into two groups: Administrators and Members. The Master Administrator will never appear on this page as this person’s profile is edited within the “Account Menu” shown in the top right corner of the page.

Administrators

All people listed in this section are what are known as “Secondary Administrators”.

Members
This section displays all other users including Territory Manager, Manager and Guest.

Selecting Team Members
Selecting a Team Member is as simple as clicking on the member’s name. If you have an extensive list of Team Members, you can use the Search box (shown above) to quickly and easily find them. The table can also able be sorted, simply click on the relevant table heading.

Add New Team Members – Manual Entry (single)2018-10-25T05:23:50+00:00

It is easy to add Team Members to your EziSay account, whether it be 1 or 1000! A Team Member can either be added individually, or you can use the “Import from Excel” function to upload as many team members as you like in a few simple steps.

This article explains how you can add a new Team Member individually.

Please note that you will need to have Admin rights to perform the below actions. If you do not have Admin rights, you will need to contact the relevant person in your company.

 

To add one Team Member, click through to the Team Menu (refer article Accessing Teams), then click on “+Add Member” at the top of the screen.

On the next page, you will see a number of fields to be completed.

Select type: Choose the role of this team member, either Guest or Manager (refer to Appendix A if you would like further information on roles)

Name: include both first and surnames

Email: a valid email address must be used, a team member will use this to sign in to EziSay

Territory Manager: this option will only be available if the Team Member type selected is “Manager”. Again, refer to Appendix A for more information on roles.

Can Download Reports: select whether you wish this user to be able to download dashboard results

Events/People/Products/Stores: select the objects you wish this user to be able to view and access results for.

 

Click on “Save” at the bottom of the page.