Enabling Customer Centricity

Building a Questionnaire



Either you are an omnichannel type business and you want to create your own survey or you are a custom type business, both you need to create a questionnaire from scratch.

Questionnaires are the only way of getting data (responses) from your end-users during an important moment in their experience, both online and offline.

Building a Questionnaire

Create a Questionnaire

To create a questionnaire, you select the feedback page from the left and press the button "Create New".

NOTE: In order to be able to see the button, your Application should have the Custom Questionnaires feature enabled.

Clicking the Create New button leads you to a new window:

You can read more about all the Basic Questionnaire Settings.

Questionnaire Structure

A questionnaire is consisted of two parts:

  • The header (title and subtitle) of questionnaire
  • The body (groups and questions)

Questionnaire Header: Title and Subtitle

As described, the questionnaire header includes the title and subtitle of the questionnaire. It also includes the logo of the questionnaire, which is configured by the Questionnaire Theme.

Field Name Description
Title The header title. It is displayed to the end-user and it is on the top of the questionnaire.

The header subtitle. It is displayed to the end-user and it is on the top of the questionnaire.

NOTE: The subtitle is not visible on mobile mode.

Feel free to use a subtitle to describe the purpose of the survey or to encourage your customers to fill in the survey by offering a coupon or discount! An example: "We are really pleased to announce the launch of our new website. Please take a minute to fill in the survey, and let us know your impression! Thank you so much!"

Questionnaire Body: Groups and Questions

To start building the main body, you should select the Content Customization Section from the left sidebar:

On this page, you are able to create your own questions and ask whatever you care from your customers:

Step 1: Create a group to host your questions

You can create just one group, which will contain all the questions. Or in case you want to have grid questions, then you should create more than one groups.

Click the New Group Button, and fill in the Group Basic Details:

Fill in all the fields according to the table below:

Field Name Description

The group title. It is just an identifier for you to recognize.

It is displayed to the user when it's a grid group (more on that later).

Grid Select whether the group will be in grid format
Maximum number of questions

Select the number of maximum questions that will be displayed on this group.

If you have more than the maximum questions, the extra ones will not be displayed.


As you will see the group has been created, and now you are able to start adding questions:

HTML Group

The HTML Group supports full HTML code where you can set your own content including images, tables and other HTML elements.

HTML Groups can be used to add an intro to your questionnaire or a separate section in between.

HTML Groups cannot contain questions.

Grid Group

The grid group has been designed to allow you to combine several rating questions in one group/section.

An example of grid of questions is the following:

NOTE: Grid questions do not have statement texts at the left and right side of the responses.

IMPORTANT: Only rating questions are allowed to be part of a grid.

Step 2: Add questions in your group

Continue building your questionnaire by adding some questions.


You can use a set of variables in your group titles and HTML content, question titles and question values, which will be replaced with the actual values:

Variable Description

The questionnaire metadata value of the questionnaire instance.

Example: %{metadata.transaction_id}

%{responder.responder_id} The responder id connected to the questionnaire instance.
%{responder.locale} The responder locale.

The responder metadata value of the questionnaire instance.

Example: %{responder.metadata.gender}

%{application.title} The title of the owner application of the questionnaire.
%{application.application_icon_url} The url of the application logo.
%{product.icon_url} The product icon url
%{product.title} The product title
%{product.description} The product description

Preview Questionnaire

Now that you have created all the questions click on the preview button to check if the questionnaire applies to your requirements:

Read more on Preview Questionnaire.

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