Multilingual surveys let you translate your surveys into the languages of your choice. Respondents can have their pick from the list of languages and take the survey accordingly. Reach a wider audience on a global scale with Multilingual surveys!
For instance, let's say you want to conduct a CSAT survey across countries such as the United States, UK, France, Netherlands, and the Czech Republic. With Multilingual surveys, respondents can pick a language that they're comfortable with before starting the survey.
Respondents will see the survey in their browser language if it's already supported in the survey. Otherwise, the default language will be English. For example, if the respondent's browser language is French, and the survey has been translated/created in French, they will see it in French by default. Respondents can also change the language from the list provided in the survey.
After creating your survey, click on the Languages icon on the left navigation bar.
2. You'll see a list view of all your survey questions with English as the default language.
Click on + New Language.
3. Select a language from the list of available languages.
You'll notice an option for Google Translate at the bottom of the list of languages. Once enabled, you can allow Google Translate to translate your survey automatically.
4. In this case, we have selected French. So you'll get the following screen:
5. Edit the translation for each question by clicking any of the green ticks next to each one. This will open the Translation Editor.
Here, you can click each question to modify its translation.
6. Add variables and piping to the translated question, welcome, and thank you message by clicking the dollar sign($) icon.
Click Save.
Translate using manual download & upload
If you wish to translate your survey using other methods, here's how it works:
Click on the down arrow button to download your survey questions in Excel format.
2. Once you have finished translating your survey questions, click on the up arrow to upload your translated excel file.
Note: Only .xlsx format is supported.
3. If the translation was successful, you'll see a green tick next to each question, as seen above.
4. If your translation was unsuccessful, you'll see red alert icons next to each question as below:
In this case, try translating your survey again to rectify the issue.
Buttons & Hints
Click Buttons and Hints in the top right corner of your screen.
2. Pick a language from the dropdown to translate all the button texts and hints. You can also manually change the translations.
Click Save & Close.
After Translation
Now, when a respondent is taking your survey, they can select their preferred language from the available options.
The customer effort score or CES is a metric that measures the amount of effort exerted by a customer in order to interact with a product or service.
Customer interactions can range from product purchases, creating an account, and subscribing to a newsletter to resolving an issue with customer support. The customer effort score is one of the critical parameters that help in increasing your customers' loyalty to your brand. Measuring CES at the right touchpoints of a customer's journey leads to valuable insights that can help steer your product’s customer service and user experience in the right direction. Ease of experience not only makes a happy customer but also helps increase customer retention.
A high customer effort score indicates that your product/service has an excellent ease-of-use and helps customers get their job done with no hassle. A low CES, on the other hand, means that your customers go through tedious experiences to interact with your product and customer support and might lead to high churn rates.
Keeping track of customer effort scores over time helps organizations uncover the pitfalls faced by customers and can fast-track pain point resolutions productively. These resolutions can help create effortless experiences for customers and drive brand loyalty. A stellar CES is one of the essential indicators of a sturdy customer experience management(CEM) system.
Customer Effort Score(CES) vs Net Promoter Score(NPS) vs Customer Satisfaction Score(CSAT)
One thing that the customer effort score, NPS, and CSAT have in common is that they're all important metrics that assess the effectiveness of a company’s customer experience management system. However, each of these metrics conveys different aspects of a customer's perception of a brand. They are separate puzzle pieces that make up the full picture of where your organization’s customer experience stands. Let’s explore the differences between CES, NPS, and CSAT.
The customer effort score measures the amount of effort taken by a customer for various interactions with your product or service. NPS measures customer loyalty, while CSAT measures a customer's satisfaction levels with your brand.
The customer effort score is mainly a transactional metric. The Net Promoter Score is primarily a relational metric, although it can be transactional as well. CSAT can be both a relational as well as a transactional metric.
While the Net Promoter Score focuses on a customer’s overall journey, the customer effort score and CSAT deal more with specific touchpoints of the customer lifecycle. NPS is measured using a 10-point scale, CSAT can be measured using any point scale, and CES is measured using a 7-point scale.
The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. CSAT is calculated by dividing the total sum of individual scores by the number of responses received. The customer effort score is calculated by dividing the number of responses that scored 5 & above by the total number of responses.
When to use CES?
CES surveys are mostly transactional in nature, although you can send out a relational CES survey every quarter to obtain an average customer effort score of your product/service.
Usually, CES should be measured in the following scenarios:
Post-interaction with your product that led to a subscription or purchase
Post-interaction with your customer support team
Immediately after a customer finishes reading one of your knowledge base articles
Shortly after a customer onboarding session
What is the customer effort score question?
The CES question can be framed in various ways based on the type of customer interaction. Let's take a look at a few examples of customer effort questions:
On a scale of 1-7, how do you agree with the following statement: <insert company name> made it easy for me to solve my issue today. (1 - Strongly Disagree, 7 - Strongly Agree)
How much effort did it take to solve your problem?
How easy was it to handle your request with <insert company name>?
How easy was it to resolve your issue today?
How easy was it to set up your account?
How is customer effort score calculated?
The customer effort score is calculated using a 7-point Likert scale that ranges from 'Very Difficult' to 'Very Easy' or 'Strongly Disagree' to 'Strongly Agree,' depending on how the question is framed.
According to Gartner:
CES is calculated by the percentage of customers that at least 'somewhat agree' (those who give a 5 or above) that the company made it easy to resolve their issue.
So, you can divide the number of responses that have a score of 5 and above by the total number of responses and multiply it with 10. To get the CES percentage, multiple it with 100.
For example, let’s say you have received 100 responses in total, out of which 70 of them have scores of 5 and above, your total CES will be: 70/100 x 10 = 7
Measure your CES using SurveySparrow
A customer feedback tool would come in handy when you need to measure your organization's CES. Here's how you can calculate your customer effort score using SurveySparrow:
Create a survey and add the Opinion Scale question type.
2. Frame your CES question, modify the scale points as per your requirements, and edit the labels at both ends of the scale. You also have the option to start the scale at 1.
3. Complete creating your survey and share it with your respondents. Once all the submissions are populated, divide the number of responses that contain scores of 5 and above by the total number of responses received and multiply it with 10.
4. And, you have successfully calculated your customer effort score!
Looking at CES reports in SurveySparrow
Once you have gathered all the responses for your CES survey, you can make use of customer feedback software with an in-built reporting module to help you gain a deeper understanding of your customers' feedback.
Here's how you can carry out an in-depth analysis of the scores and feedback received with SurveySparrow:
Head to the Results section of your survey to view and analyze your report.
2. Click + New Custom Report to create a custom report just for CES analysis. Customize the cover page by clicking the gear icon next to it.
You can modify details such as the description, font-pair, and decide whether to include the survey name, company name, and SurveySparrow branding. Click Save.
3. You'll see a graphical representation of the CES scores collected in the form of a histogram or pie chart.
You can customize it to your liking by clicking the gear icon next to the question.
Add a description, choose a chart type, have your pick from the display options, and customize the labels. Click Save.
4. Click Filter & Compare to apply advanced filters to your survey data.
You can create filters for different segments of customers.
Click Apply.
Click Save Changes to save your custom report.
5. Next, share your report via public URL or export it to PDF for easy distribution to the relevant teams in your organization.
6. You can schedule the report to your inbox on a weekly, monthly, or yearly basis.
7. You can also sync your CES survey data to spreadsheets on Google Drive by integrating your survey with Google Sheets. Further, connect with other third-party software and create custom data visualizations and dashboards for extensive analysis.
Customer Effort Score Best Practices
When it comes to measuring CES, the main objective to keep in mind is executing a trouble-free feedback collection process for your customers. With that being said, here are the 4 best practices to follow for conducting a successful CES survey!
Avoid complex questions
The whole point of CES is to offer seamless experiences to your customers. Nothing puts off a customer more than the use of complicated language in your survey. So, to prevent drastic increases in survey bounce rates, keep the questions simple and straightforward.
Add an open-ended question
Besides just asking your customers for a score, follow up with an open-ended question so that they can elaborate on the reasons for their ratings. This opens up an opportunity for them to share their most accurate feedback and concerns, which therefore helps in identifying the difficulties faced by your customers.
Optimize for all mobile devices
Ensure that your CES surveys are mobile-optimized. Most individuals check their emails on their phones or tablets. So having a mobile-first survey can provide the extra benefit of convenience to your customers. Nothing says ease of experience more than taking a survey from the comfort of your phone anytime, anywhere.
Automate your survey
Timing is everything when it comes to CES surveys. Integrate your survey platform with your website, online ticketing software, CRM, etc. so that surveys can be triggered after various customer interactions. It also saves up a ton of time, which would've otherwise gone into switching between multiple software.
Summer is here. Rising temperatures and oodles of sunlight to bask in. So while we enjoy this season to the fullest(while maintaining social distance, of course), let’s dive into the newest and coolest features this month to beat the heat!
360° assessments: Bolder & smarter by the minute
The Custom Roles feature lets you create new roles in your assessments to match your organization’s performance review process. Create a 360° review team of your own.
Customize your 360° reports to suit your brand identity. Add more sections, modify existing ones, add your company logo, and style it the way you want.
Use open-ended questions across all competencies in your assessments. Collect profound feedback from participants and don’t miss out on any valuable inputs.
There’s no such thing as “too many” integrations
Visit our Apps Marketplace to connect with 150+ useful software for all your automation needs. Wave goodbye to software juggling, now!
G Suite Marketplace integration to connect all your Google Apps with SurveySparrow. Automate your daily tasks and unleash your inner productivity ninja.
Use MailChimp integration to power your email marketing workflows. Map question fields to subscribers and update your MailChimp lists on the go. No more manual efforts for us, please!
Oh wait, we have more!
The Contact Form question type is now more advanced and functional. Add more fields, customize existing ones, and gather the necessary details from respondents.
Use Conversational Avatars to transform your chat surveys into powerhouses of customer engagement. Pick an avatar from the ones available or upload your own.
Our Mobile SDK share now supports iOS too. Gauge your customers for feedback through your iOS applications, gain all the insights you need, and boost customer interactions.
Ever wondered how to create ‘wow’ moments for your customers? Enrich your minds from CX expert Dennis Snow, as he takes us through his experience with Disney!
Stay tuned for next month’s batch of freshest additions.
Customer Satisfaction or CSAT is a widely used metric that determines your customer’s satisfaction with your brand. It is one of the essential parameters that are involved in creating an effective customer experience management(CEM) system. CSAT plays a vital role as one of the key performance indicators that help organizations understand where they’re falling short, helps them identify customer pain points, and take the necessary measures needed to reduce customer churn.
A high CSAT score indicates that your customers are happy with every aspect of your brand and that you should carry on with consistently delivering the best to your customers. On the other hand, a low score indicates that customers are unhappy with your brand and might be on the verge of churning. A low CSAT causes companies to strategize and execute the required processes to turn their CSAT score around.
Keeping tabs on your CSAT scores from the get-go is an efficient way to identify loyal customers and predict when unhappy customers are about to leave. Moreover, it helps elevate your organization’s customer experience management system.
When to use CSAT?
Measuring CSAT is all about the right timing. Gauging your customers for ratings at various touchpoints of the customer lifecycle can help companies understand the trend of how their CSAT scores have evolved over time. Additionally, surveying customers at the right time can result in the most accurate and valuable feedback. Here are 5 instances where you should use CSAT:
Post-interactions with the Support team
Post-purchase
Onboarding
Offboarding
Post-event feedback
How to calculate CSAT?
CSAT is calculated by dividing the sum total of all scores received by the total number of responses. Multiplying the score with 100 gives you the CSAT percentage.
For example, let’s say you have used a 10-point Likert scale to collect CSAT scores from your customers. If the sum total of all scores is 63 and you have received 10 responses, then your overall CSAT score is 6.3.
Similarly, you can use any point scale to measure your CSAT score.
Calculate your CSAT score using SurveySparrow
Here’s how you can calculate your CSAT score using SurveySparrow:
Create a Customer Satisfaction survey and add any one of the following question types:
Opinion Scale(recommended)
Rating
2. If you have selected the Opinion Scale question type, you can modify the scale points as per your requirements and edit the labels at both ends.
3. If you have selected the Rating question type, it will be a 5-point scale where you can modify the icons from the available options.
4. Share your survey to your respondents, and once all the responses are populated, add up the scores and divide it by the total number of responses.
5. And, you have successfully calculated your CSAT score!
Looking at CSAT reports in SurveySparrow
Once you have gathered all your CSAT scores, you can head to the Results section of your survey to carry out an in-depth analysis of your responses.
Click + New Custom Report to create a custom report just for CSAT analysis. Hide questions that you don’t wish to include in the report.
2. View a graphical representation of the CSAT scores collected in the form of a pie chart or histogram.
Click the gear icon next to the question to customize it. Add a description, select a chart type, have your pick from the available display options, and customize the label colors.
Click Save once you’re done.
3. Click Filter & Compare to apply advanced filters on your survey data.
Create filters for different segments of customers.
Click Apply.
4. Finally, save your report and export it to PDF or share it via URL to the relevant stakeholders.
5. You can schedule the report to your inbox on a weekly, monthly, or yearly basis to keep a track of CSAT scores over time.
6. You can also integrate with Google Sheets to sync your CSAT data to a spreadsheet on Google Drive. After syncing your data, connect with Google Data Studio to create insightful reports and data visualizations.
CSAT Best Practices
There are many do’s and don’ts when it comes to measuring CSAT. One lousy score is all it takes to plummet your overall CSAT. To prevent that, here are the 5 best CSAT practices to keep in mind for your company!
Optimize for Mobile
Surveys are the most commonly used medium for collecting CSAT scores from customers. The majority of the human population checks their email from their mobile devices. So optimizing your surveys to be mobile-first is a sure-fire way to get the ratings you need.
Use Open-ended Questions
Let your customers express their opinions and concerns freely with open-ended questions in your survey. Gain a deeper understanding of their experience and close the feedback loop effectively.
Limit the questions to a minimum
Ask your customers only the relevant questions. Stick to an overall rating question rather than breaking it down into multiple redundant ones. Ask too many questions, and you’ll bear the wrath of customer churn. Avoid survey fatigue at all costs!
Compare with industry benchmarks
Once you calculate your company’s overall CSAT score, compare it with those of other companies. This way, you’ll get an idea of how well your organization fares in comparison to others in your industry set.
Keep it simple
Avoid over-the-top, complicated questions in your CSAT surveys and refrain from the use of complicated jargon. This can cause an increase in survey bounce rates. Ask straightforward questions that can be understood by a general audience. Customers always respond better to content they can relate to and understand.
3. Next, go to User Attributes & Claims and enter the following:
Name identifier: user.mail
Name format: Email Address
After saving the details, you’ll see the following screen:
4. You can now view the updated configuration. From here, copy the Login and Logout URLs and download the Base64 certificate. You’ll need these details for configuring Single Sign-On in SurveySparrow.
5. Log in to your SurveySparrow account and navigate to Settings > Single Sign-On.
Paste the Login & Logout URLs and the certificate. Click Update.
6. Add the user in Microsoft Azure Active Directory.
7. And you’re all set! You can now test the application and if it’s successful, you can track all the sign-ins.
We’ve got some shiny new upgrades and enhancements this May. So suit up, check your fuel, and prepare to launch yourselves into the newest features this month!
It’s the Age of NPS! Just like Captain America has his shield and Iron Man has his suit, our NPS platform has more superpowers needed to drive customer loyalty across your brand.
Integrate with NPS to measure customer loyalty instantly once a chat is closed and sync your Intercom contacts to our platform.
Use the Trend widget to see a trend of your NPS responses over time; on a weekly, monthly, or yearly basis.
Share your NPS surveys via URLs using our Weblink share. Easier for respondents and elevates the convenience two-fold.
The Jarvis of Reports is here! A brand new look and increased functionality. The infinity stone of insights shines brightly.
More customization options available to maintain your brand identity through and through. White-labelling done right!
Create custom report views using advanced filters and slice & dice your data like never before.
Just like Thor’s Hammer, at your fingertips Audience Integration to create new contacts and update contact properties directly from survey responses. Say goodbye to manual additions & updates!
Contacts, Assemble! Filter your contact lists with finesse using Smart Lists. Share surveys to these filtered lists and segment your contacts dynamically.
Hello, Black Widow & Hawkeye of Account Management Use Roles & Privileges to assign roles and configure access to other users in your account. Create custom roles that match various functions in your organization.
Travel like the Guardians of the Galaxy Our Chat surveys and bots are now multilingual. Go conversational in any language and let your bots be the Universal Translator of Star-Lord.
The spider web of URLs Collect valid URLs from respondents with the Website question type. Be it an online resume, blog, or portfolio, collect the URLs you need, hassle-free.
That’s all, folks! See you next month with more superpowers to fuel your experience.
SurveySparrow’s Mobile SDK lets you embed your surveys in your native Android apps. With today's mobile-driven population, gauging your customers for feedback from your mobile application is a surefire way to increase survey response rates, and gain the insights you need.
For instance, let's say you own an app for movie streaming, and you want to provide a more personalized experience and viewing recommendations to your viewers. To understand your viewers' likes and dislikes, you can ask them to rate a movie/documentary after they have finished watching it. By doing so, you can understand each viewer's preferences and interests, which can further help you in providing personalized movie recommendations.
By using SurveySparrow’s Mobile SDK, you can trigger a survey in your app using just a few lines of code, and analyze all the results in SurveySparrow's reporting module.
Let’s see how it works:
Create a movie review survey and include a Rating question. Navigate to Share.
Select Mobile SDK from the list of sharing channels.
Copy the token.
4. Now, let’s move on to the coding part:
Add SurveySparrow’s Android SDK to your app Add the following line of code to the dependencies section of the app modulesbuild.gradle file.
RATE_MOVIE_REQUEST is an integer constant that is passed to identify the request. The ‘startSurveyForResult’ function triggers an inbuilt ‘startActivityResult’ and it can be called multiple times so that the constant can be used to identify the result in the ‘onActivityResult’ handler.
4. Handle survey responses.
override fun onActivityResult(requestCode: Int, resultCode: Int, data: Intent?) {
super.onActivityResult(requestCode, resultCode, data)
if(requestCode == RATE_MOVIE_REQUEST) {
if(resultCode == Activity.RESULT_OK) {
// Get the survey response
val response = SurveySparrow.toJSON(data?.data.toString())
val responseData = response.getJSONArray("response")
val rating = responseData.getJSONObject(0).getInt("answer")
// Show a recommendation page if the user give 4+ rating
if(rating >= 4) {
startActivity(Intent(this, RecommendationsActivity::class.java))
} else {
finish()
}
} else {
Log.v(LOG_TAG, "Review survey not completed!")
}
}
}
This code block will be executed once the survey has been submitted or left incomplete. Once the survey is completed, and the rating given is 4 and above, respondents will be directed to a recommendations page. If the rating given is below 4, respondents will be redirected to the home page of the app.
If a respondent leaves the survey incomplete, a ‘Review survey not completed!’ message will be displayed on the console.
Note: The developer can parse the responses and customize the behavior however they want.
Enhancements
Passing data
To offer more personalization, the movie name can be passed as data from your app to your survey by using Custom Variables.
Here’s how:
Click on the Global Variables icon on the left-sidebar on your survey, and create a variable called ‘movieName’.
2. Use this variable in your Rating question by clicking the dollar sign($) next to the question.
3. Now, use the addCustomParam method in your survey object to share values from your app to the survey.
You can style your survey to match the theme of your app by using Custom CSS. Paste the following code in the Advanced Editor. This will hide the bottom navigator, progress button, and password warning message in the survey.
If you are planning to collect multiple reviews from the same viewer for different movies in your app, you can do so by enabling the ‘Allow multiple submissions per user’ option under Survey Settings(Go to Config > General Settings).
April was a busy month for SurveySparrow, filled with many new features & enhancements. So sit tight, and let’s feast our eyes on the most exciting additions this month has ever seen!
Get constructive feedback with 360 Degree Assessments from your managers, peers, and supervisors. Evaluate your performance & receive auto-generated reports of the same. Book a demo with us and see how it works!
Use Multilingual Surveys to translate your surveys & allow respondents to pick their preferred languages. Español, Français, Italiano? Solve it with a language dropdown!
Piping Choices to pipe respondents’ selected/unselected choices as options in another question. Filter respondents’ choices with ease and get the insights you need.
Let’s get proactive with Slack Survey App. Conduct daily/weekly standups and measure eNPS & customer pulse regularly. Boosting productivity never felt better!
Share your surveys in-app with Mobile SDK share. Reach your customers at the right moment & grab more responses.
Use SMS Target to connect your favorite SMS provider with SurveySparrow. Use Twilio, or create a target of your own, and track the status of SMS shares using Target logs.
Our all-new chat UI has entered the platform(Old UI has left the chat). Stunning new visuals, better bot-building capabilities, and so much more. The power is in your hands. Create away!
You can now share your survey reports via URL to your managers and co-workers. Collaborate with your team, and discover useful insights together, all with one shareable link!
Take your survey game a notch higher with our 30 stunning new themes. Have your pick from the plethora of themes available, and create beautiful, engaging surveys for your audience!
See you next month with a fresh new batch of additions!
Until then, Cheers! From all of us at SurveySparrow!
The Google Analytics integration with SurveySparrow lets you view and analyze survey traffic, visitor demographics, and behavior. With this integration, you can track metrics such as page views, bounce rate, number of entrances, etc. Measure the results and optimize your surveys to be more engaging, achieve higher response rates, and gain valuable insights.
Let’s see how it works:
After creating your survey, navigate to Integrate > Integrations.
2. Select Google Analytics from the list of integrations.
3. Enter your Google Analytics tracking code. You can find your tracking code by navigating to Admin > Property Settings on your Google Analytics account.
Click on Connect.
4. Your integration has now been successfully enabled.
5. Once a respondent has submitted the survey, go to your Google Analytics dashboard, and navigate to Behavior > Site Content -> All Pages.
6. Copy the last part of your survey URL. For example, https://sprw.io/xx-yyyyy(here, the last part is xx-yyyyy) and paste it in the Search box.
7. You will now be able to view your survey’s performance.
And you’re good to go!
Note:(i) Please ensure that you’re sharing your survey via Weblink to analyze its performance in Google Analytics.
(ii) A survey_submission event will also be triggered when someone completes your survey. You can create goals associated with this event in your Google Analytics console.
SurveySparrow integration with Zapier allows you to engage surveys into your workflow and sync it up with other apps. Automate all your activities like sending a survey, creating a new contact and sharing the survey results effortlessly.
Send Surveys When a Customer Issue is Resolved
Send out a survey when a trigger is initiated from any other app. For example, when a ticket is closed in helpdesk tools or customer messaging platform like Intercom, you can prompt a survey to that customer asking about the customer experience. Automate all the actions and gain valuable feedback from your users.
2. Sync your Audience When a New Employee or Customer Onboards
You can trigger to add the new contacts to your SurveySparrow account. For instance, when you add a new contact to apps like Google Contact or a new employee who joined, from Payroll or HRIS app. Automatic syncing saves the time and effort on adding new contacts.
3. Send Survey Results to Third-Party Applications for Analytics or Reporting
When a user completes a survey, you can send the responses to any app within Zapier. For instance, you can push the survey submissions into Google Sheets or send it as an email. Also, you can get notified on Slack channel when a response is submitted. Each time a survey response is recorded, you can sync it up with analytics software like Google Analytics to gather useful insights from your survey.
Note: You can send all survey answers, contact params, custom variables of a particular submission.
