Survey Question Response Handling Settings

Survey Question Response Handling Settings

This feature provides you with various options of how to handle responses to a survey question.

You can only use the response handling feature if the survey question requires a response.

Accessing the Survey Response Handling Settings

  1. From the Left hand menu, navigate to Folders

  2. Click on “All Folders” in the sub menu, this will open up the Folder List.

  3. In the folder, choose the ‘Survey’ option by clicking on “Create New” or select an existing survey from the list. You will then be redirected to the Survey Window.

  4. Click on the edit button to on the  question you would like to edit or click on to start editing your first question.

  5. Click on “Advanced Settings” to open the advanced settings options.

  6. Click on the “Response Handling” tab.

Action

You can select the action that you would like performed handle the response as shown below e.g. the response can be handled a serial lookup, a coupon lookup.
To set up an action, do the following:
  1. Go to the Survey Response Handling Settings by following the steps under Accessing Survey Response Handling Settings above
  2. Under Action, select the desired action which are:
    • Referral Lookup - This will work with Referrals. The system will interpret a response to the question with the said action as a Referral. Echo will interpret response as phone number, and register contact if possible.
    • Coupon Lookup- Echo will interpret response a response to the question with the said action as a coupon code
    • Entity Lookup- Echo will interpret response a response to the question with the said action as an ID of an Entity. You can then choose link the entity to contact upon successful lookup or link only if contact has no linked entity
    • Serial Lookup- Echo will interpret the response to the question with the said action as a Serial ID or Serial Code. You can choose to register the serial upon successful lookup. Upon successful lookup, following questions can include [SN], [CREATED], [REGISTERED], [STATUS], [NAME], and [PHONE].
      • Serial lookup also does allow lookup by phone numbers and this finds a contact with their most recent serial registered regardless of the product.
      • How Serial Lookup by phone number works;
      1. It finds the contact with that phone number and then finds the most recent serial registered to that contact and survey proceeds to the next question as the serial and contact are now linked.
      2. If it does not find a contact with that number, the platform reports the " Lookup failed" and asks you to retry the question.
      3. As the serial lookup question function is to find and link a contact to a serial, a "Lookup failed" error message has two different meanings:

      • If the serial is provided as a response to the question: Serial doesn't exist or is incorrect or is already registered.

      • If the phone number is provided as a response to the question: Phone number doesn't exist, or doesn't have a stove registered".

  3. Click on “Save Question” to update the settings.

Store Response As

You can populate respondent fields with survey responses by assigning standard or custom fields to questions. You can populate the name field by assigning the name field to a question
To setup a field, do the following:
  1. Go to the Survey Response Handling Settings by following the steps under Accessing Survey Response Handling Settings above
  2. Under “Store Response As”, select the desired field (Standard or Custom Fields)
  3. Click on “Save Question” to update the settings.

Advanced Logic

Here you can be able to capture expressions allow you to define advanced logic useful for creating complex schedules or survey flows.
For Example: A question asks for a respondent's age which is being stored in a custom field AGE. You would like to ask the respondent a follow up question ONLY if the respondent's age is less than or equal to 18. This expression would be [AGE] <=18
To set up advanced logic, do the following:
  1. Go to the Survey Response Handling Settings by following the steps under Accessing Survey Response Handling Settings above
  2. Under “Advanced Logic", click on “Add Scenario”
  3. In the scenario, you can capture and build complex expression or conditions.
  4. You can also select the desired call-to-action option
  5. Click on “Help on Expressions” to get a pop up guide that you could use to as a reference when building expressions.
  6. Click on “Save Question” to update the settings.

Call to Actions

  1. Add Field: With this call to action, you can be able to add in a contact custom field or a product serial extra field based on a response made to the question or a condition is met.
  2. Add Go-To: With this call to action, you can be able to change the flow of the survey and direct the respondent to a particular question with a survey or  to direct the respondent to a new survey or notice altogether based on a response made to the question or a condition is met.
  3. Add Email Alert: With this call to action, an email alert would be sent out once the condition has been met or a specific response has been made to the question and this email would be sent to the email address that has been set.
  4. Add Label: With this call to action, you can be able to add a label to the respondent based on a response made to the question or a condition is met.
  5. Add Case Variable: With this call to action, you can add in variable values based on a condition that is parsed i.e {INTEREST}.
    1. Case variables allow you to handle or store responses, expressions or handle arithmetic calculations that will only exist within each case of a survey e.g {INTEREST + 0.10}.
    2. As this is a temporary placeholder, case variables cannot be used to update information to a contact's profile as custom fields would. 
    3. With this call to action, you are able to define case variables for a particular question.
    4. It also allows for exporting of variable values in the survey export, say if you had a calculation in a variable that you send to your respondents and would like to view an export of the value sent.
  6. Move Group: With this call to action, you can be able to move the respondent from one group to another based on a response made to the question or a condition is met.
  7. External APIs: This feature provides a way for the user to push/forward contact’s question responses to external systems. This is usually done for purposes of analysis or storage in other platforms and services as the user deems fit. To use it, a user needs to:
    1. Set the URL of the external API where they want Echo Mobile to forward the responses. This is an end-point to a server controlled by the user and configured to handle GET requests or to integration services like Zapier.
  1. Specify the condition under which to post the responses or the data to push by filling in an expression in the scenario field. Help on these expressions is available on the link above the scenario field.

    By doing so, any time Echo Mobile receives a response to the survey question, the response (or its derivative based on the expression) will be posted/forwarded to the set external API.

Need some guidance with advanced logic? Feel free to drop us an email support@echomobile.io  and we'd be happy to guide you on how you can set up survey flow



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