Changes can reduce the accuracy of statistics and therefore make them a poor basis for evaluation. Consider creating a new question instead of changing a question that has already been answered. A result group is used to calculate points and categorize the results of a questionnaire.
If you use result groups, you can perform the following tasks:. To attach questions to a questionnaire by using result groups, first set up the result groups for the questionnaire, and then add questions to the result groups. If you don't use result groups, you can attach questions directly to a questionnaire.
You can set up multiple result groups to evaluate the points that a respondent earns in each category. After a questionnaire is completed, you can view the points that have been achieved for each result group.
To evaluate a questionnaire by using points but not separate categories, you can add all questions to a single result group.
For each result group, you can also set up one or more point-based messages that respondents receive after they complete a questionnaire. The text that is shown can vary, depending on the score that a respondent achieves in a result group. To use point-based messages, you must define point intervals and a description of each interval. When a respondent achieves a score in a specific interval, the text for that interval is included on the results report.
Because a result group is related to the points that are associated with specific sets of questions on a questionnaire, you can use only a specific result group for a questionnaire. You're using a questionnaire for a leadership test that has 15 questions in three categories. You create three result groups and add five questions to each result group.
Points are then totaled in the three groups. The three result groups are as follows:. To use point-based messages, you set up text intervals for each result group. Each question is assigned two points.
Therefore, the maximum point total in each result group is You can set up point intervals and texts for each result group on a questionnaire. You can change intervals and texts.
However, if a questionnaire has been completed, changes might cause differences between previous and new result reports. Before you can set up a conditional question hierarchy, you must attach questions that have assigned answer groups to the questionnaire.
To use conditional questions to create a question hierarchy in a questionnaire, you can make the sequence that questions are presented in depend on the answer that a respondent selects for each question. A legal entity offers both items and services to its customers. As typically occurs in such cases, some customers purchase only items, some purchase only services, and some purchase both items and services.
Therefore, when the legal entity distributes a customer satisfaction survey, it applies a conditional structure to the questionnaire, so that customers who purchase only services don't have to answer questions about items.
Alternatively, you set up a questionnaire so that if a respondent selects answer A for question 1, question 2 is next in the question sequence.
However, if the respondent selects answer B for question 1, question 5 is next. Customers are busy, so the goal should be for them to finish in less than five minutes. Not only will this increase the number of responses you get from customers, it will force you to focus on a single objective—which will ultimately be more useful, and actionable, for your business. Closed-ended questions require either a yes or no answer, choosing from a list of multiple choices, or selecting a rating-scale option.
This makes the results much easier to quantify, collate, and analyze. Open-ended questions do give customers the opportunity to share their thoughts in their own words, but limit these as follow-up questions or in select areas where custom feedback is needed. While not always appropriate, when it fits with your product or service and the audience, offering an incentive has been shown to improve response rates. Just remember to include the kinds of questions that will be most effective at providing the kind of feedback you want to discover once your survey questionnaire is complete.
Common categories for questions include:. This is where you assess customer needs so you can provide effective solutions while also generating valuable feedback for your marketing and product teams.
Below are a few examples: How often do you use the product or service? Does the product help you achieve your goals? By determining the makeup of your customer base, it will be easier for marketing and sales teams to pursue leads for future growth.
Where are you located? What industry do you work in? What is your marital status and do you have children? Because these questions can be personal in nature, make sure to provide multiple choice answers with a range of responses and to always provide the option to omit an answer.
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