Configuring Survey Questions

Administrators can configure comprehensive survey questions using nine distinct question types that support diverse data collection needs and measurement approaches. Each question type provides specific response mechanisms and configuration options that align with different feedback gathering objectives, enabling precise data collection strategies through carefully designed survey instruments.

Question configuration combines common fields shared across all question types with type-specific options that control response formats, available choices, and data validation requirements. Understanding each question type's capabilities and appropriate use cases ensures optimal survey design and high-quality response data.

Requirements

To configure survey questions, users must be assigned a security role with one of the following permissions:

• Administrator System Role, or
• Additional Role Settings: Enable Survey Management Access

Accessing Question Configuration

Questions are configured through the Survey Builder's Survey tab:

1. Navigate to Setup > Create > Surveys
2. Select a survey (draft or published)
3. Click the Survey tab
4. Drag a question type from the Question Types panel into the form canvas, or
5. Click the Edit button (pencil icon) on an existing question card

The Edit Question dialog opens with configuration fields specific to the selected question type.

Common Configuration Fields

All question types include these standard configuration options:

Question (required)

Field type: Text input

Purpose: The primary question text displayed to respondents

Configuration guidance:

• Use clear, unambiguous language that requires no additional interpretation
• Focus each question on a single concept to avoid confusion
• Keep questions concise while maintaining clarity
• Avoid leading questions that suggest desired responses
• Use active voice for direct communication

Validation: Required field—the Edit Question dialog cannot be saved without a Question value

Help Text (optional)

Field type: Text input

Purpose: Supplementary text that displays below the question to provide clarification, examples, or response guidance

Use cases:

• Clarifying complex questions requiring additional context
• Providing response format examples (e.g., "Please enter dates in MM/DD/YYYY format")
• Explaining rating scale meanings (e.g., "1 = Not at all satisfied, 10 = Extremely satisfied")
• Offering specific instructions for detailed responses

Display: Appears in smaller text directly below the question text

Placeholder Text (optional, text input questions only)

Field type: Text input

Purpose: Example text displayed inside empty text input fields to demonstrate expected response format

Available for: Single-line text and Multi-line text question types only

Use cases:

• Showing format examples (e.g., "e.g., Marketing Manager" for job title questions)
• Demonstrating response style (e.g., "Describe your experience in 2-3 sentences")
• Providing non-intrusive guidance without requiring separate help text

Make this question required (checkbox)

Purpose: Designates whether respondents must answer the question before submitting the survey

Behavior when checked:

• Question displays with a required indicator (typically an asterisk)
• Survey cannot be submitted until the question has been answered
• Validation message appears if respondents attempt to submit without answering

Rating Question Type

Overview

Rating questions display a numeric scale from 0 to 10 with configurable labels at both ends of the scale. This question type supports quantitative satisfaction measurement, agreement assessment, and other scaled responses requiring standardized numeric measurement.

Response Scale

Scale range: 0 to 10 (11 total options)

Default labels:

• 0: "Strongly disagree"
• 10: "Strongly agree"

Label customization: Labels are system-defined and cannot be customized in the current version

Configuration Fields

Question (required): The rating question text

Help Text (optional): Additional guidance for interpreting the scale

Make this question required (checkbox): Require respondents to select a rating

Response Display

Respondents see:

• The question text
• Help text (if configured)
• Clickable numeric buttons from 0 to 10
• Label text below the leftmost (0) and rightmost (10) buttons

Use Cases

• Satisfaction measurement: "How satisfied are you with the overall onboarding process?"
• Agreement assessment: "Please indicate your level of agreement with the following statement: The training materials provided during the onboarding process were clear and helpful."
• Quality evaluation: "How would you rate the quality of support you received?"
• Performance assessment: "Rate your confidence in performing the key tasks covered in this training."

Analytics Display

Response data displays as:

• Bar chart showing distribution of responses across the 0-10 scale
• Average rating score
• Response count for each rating value

Sentiment Question Type

Overview

Sentiment questions use a preconfigured sentiment scale for quick emotional response capture. This question type provides standardized sentiment options without requiring custom option configuration.

Response Options

Sentiment options are system-defined and include preconfigured emotional indicators appropriate for feedback collection. The exact sentiment values are managed by the system and presented consistently across all sentiment questions.

Configuration Fields

Question (required): The sentiment question text

Help Text (optional): Additional context for sentiment selection

Make this question required (checkbox): Require respondents to select a sentiment

Use Cases

• Emotional response capture: "How do you feel about your experience with our platform?"
• Quick sentiment checks: "What was your overall impression of the training session?"
• Satisfaction indicators: "Please share your sentiment about the support you received."

Analytics Display

Response data displays as:

• Distribution chart showing percentage of each sentiment selection
• Total response count per sentiment option

Radio Question Type (Single-Select)

Overview

Radio questions present a list of options where respondents can select exactly one choice. This question type is ideal for mutually exclusive categorical responses where only a single answer is appropriate.

Option Configuration

Radio questions include an options table with the following columns:

Preselect (radio button):

• Purpose: Designate which option (if any) is selected by default when respondents first see the question
• Behavior: Only one option can be preselected
• Use case: Selecting the most common or expected response to streamline survey completion

Label (required):

• Purpose: The text displayed for each option
• Configuration: Enter descriptive, mutually exclusive option text
• Validation: At least one option label must be provided

Remove (button):

• Purpose: Delete an option from the list
• Behavior: Click to immediately remove the option row

Add an option (button):

• Purpose: Add additional options to the question
• Behavior: Click to insert a new blank option row
• Limitation: No system-defined maximum—add as many options as needed

Configuration Fields

Question (required): The radio question text

Help Text (optional): Guidance for option selection

Options table: Configure option labels and default selection

Make this question required (checkbox): Require respondents to select an option

Use Cases

• Demographic data: "What best describes your primary role?"
  • Options: Partner Administrator, Sales Representative, Marketing Manager, Technical Support, Other
• Categorical feedback: "Which aspect of the portal do you use most frequently?"
  • Options: Training Materials, Document Library, Support Resources, Partner Dashboard
• Decision capture: "How did you first hear about our partner program?"
  • Options: Referral, Web search, Conference/event, Sales contact, Other

Analytics Display

Response data displays as:

• Bar chart showing response count or percentage for each option
• Total response count per option
• Percentage distribution across all options

Single Checkbox Question Type

Overview

Single checkbox questions present one checkbox for binary acknowledgment, opt-in, or agreement responses. This question type is distinct from the Checkboxes (multi-select) type and is used when only a single yes/no or acknowledged/not-acknowledged response is needed.

Configuration Fields

Question (required): The checkbox statement or acknowledgment text

Help Text (optional): Additional context for the checkbox selection

Make this question required (checkbox): Require respondents to check the box before submission

Response Behavior

Respondents see:

• A single checkbox
• The question text serving as the checkbox label
• Help text (if configured)

Response values:

• Checked: User has acknowledged or agreed
• Unchecked: User has not acknowledged or agreed

Use Cases

• Acknowledgments: "I acknowledge that I have read and understood the partner agreement."
• Opt-ins: "I would like to receive monthly newsletters about product updates and training opportunities."
• Confirmations: "I confirm that the information provided in this survey is accurate."
• Consent: "I agree to participate in follow-up research activities."

Analytics Display

Response data displays as:

• Percentage of respondents who checked the box
• Percentage of respondents who left the box unchecked
• Total response count for each option

Checkboxes Question Type (Multi-Select)

Overview

Checkboxes questions present a list of options where respondents can select multiple choices. This question type allows non-mutually-exclusive categorical responses where multiple answers may be appropriate.

Option Configuration

Checkboxes questions use the same options table structure as Radio questions:

Preselect (checkbox):

• Purpose: Designate which options (if any) are checked by default
• Behavior: Multiple options can be preselected simultaneously
• Use case: Selecting common responses to streamline completion

Label (required):

• Purpose: The text displayed for each checkbox option
• Configuration: Enter descriptive option text that may be selected in combination

Remove (button):

• Purpose: Delete an option from the list

Add an option (button):

• Purpose: Add additional checkbox options
• Limitation: No system-defined maximum

Configuration Fields

Question (required): The checkboxes question text

Help Text (optional): Guidance for option selection (e.g., "Select all that apply")

Options table: Configure option labels and default selections

Make this question required (checkbox): Require respondents to select at least one option

Use Cases

• Multiple attribute selection: "Which of the following features do you use regularly? (Select all that apply)"
  • Options: Deal Registration, MDF Requests, Training Courses, Document Library, Support Tickets, Reporting Dashboard
• Challenge identification: "What challenges have you encountered with the portal? (Select all that apply)"
  • Options: Navigation difficulty, Slow performance, Missing features, Unclear documentation, Limited training, Other
• Interest areas: "Which topics would you like to see covered in future training? (Select all that apply)"
  • Options: Product features, Sales techniques, Marketing strategies, Technical implementation, Account management

Analytics Display

Response data displays as:

• Bar chart showing response count or percentage for each option
• Total response count per option (note: totals may exceed 100% since respondents can select multiple options)
• Percentage of respondents who selected each option

Dropdown Question Type

Overview

Dropdown questions present a single-select list in a dropdown menu format. This question type is functionally equivalent to Radio questions but uses a more space-efficient dropdown presentation suitable for longer option lists.

Option Configuration

Dropdown questions use the identical options table structure as Radio and Checkboxes:

Preselect (radio button):

• Purpose: Designate which option appears selected by default
• Behavior: Only one option can be preselected

Label (required):

• Purpose: The text displayed in the dropdown menu for each option

Remove (button):

• Purpose: Delete an option from the list

Add an option (button):

• Purpose: Add additional dropdown options
• Limitation: No system-defined maximum

Configuration Fields

Question (required): The dropdown question text

Help Text (optional): Guidance for option selection

Options table: Configure option labels and default selection

Make this question required (checkbox): Require respondents to select an option

When to Use Dropdown vs. Radio

Use Dropdown when:

• Option lists are long (typically 7+ options)
• Vertical space is limited
• A compact presentation is preferred
• Options are well-known to respondents (e.g., country names, states)

Use Radio when:

• Option lists are short (typically 6 or fewer options)
• You want all options immediately visible
• Visual comparison of options aids decision-making
• Respondents benefit from seeing all choices simultaneously

Use Cases

• Geographic selection: "Which region best describes your primary market?"
  • Options: North America, South America, Europe, Asia-Pacific, Middle East & Africa
• Tenure indication: "How long have you been a partner?"
  • Options: Less than 6 months, 6-12 months, 1-2 years, 2-5 years, 5+ years
• Company size: "What is your company's employee count?"
  • Options: 1-10, 11-50, 51-200, 201-1000, 1000+

Analytics Display

Response data displays identically to Radio questions:

• Bar chart showing response count or percentage for each option
• Total response count per option
• Percentage distribution across all options

Single-Line Text Question Type

Overview

Single-line text questions provide a short text input field for brief free-form responses. This question type is ideal for capturing concise information such as names, titles, or short answers that fit on a single line.

Configuration Fields

Question (required): The text input question

Help Text (optional): Guidance for the expected response format or content

Placeholder Text (optional): Example text displayed inside the empty input field

Make this question required (checkbox): Require respondents to enter text before submission

Response Behavior

Respondents see:

• A single-line text input box
• Placeholder text (if configured) inside the empty field
• Help text (if configured) below the question

Input limitations: Single-line text fields typically allow several hundred characters but are designed for brief responses that do not require multiple lines or paragraphs.

Use Cases

• Identification: "What is your job title?"
  • Placeholder: "e.g., Marketing Manager"
• Short descriptors: "What is your company's primary industry?"
  • Placeholder: "e.g., Software, Manufacturing, Healthcare"
• Contact information: "What is your preferred email address for follow-up?"
  • Placeholder: "email@company.com"
• Concise feedback: "In one word, how would you describe your experience?"
  • Help text: "Enter a single word that best captures your overall impression"

Analytics Display

Response data displays as:

• List of individual text responses
• Response count
• Optional "Show more" link if response volume is high

Multi-Line Text Question Type

Overview

Multi-line text questions provide an extended text area for detailed free-form responses. This question type supports paragraph-length feedback, detailed explanations, and comprehensive comments requiring multiple sentences or structured responses.

Configuration Fields

Question (required): The text area question

Help Text (optional): Guidance for response content, length, or structure

Placeholder Text (optional): Example text displayed inside the empty text area

Make this question required (checkbox): Require respondents to enter text before submission

Response Behavior

Respondents see:

• A multi-line text area (typically 4-6 lines tall initially)
• Placeholder text (if configured) inside the empty area
• Help text (if configured) below the question
• Text area expands vertically as respondents type longer responses

Use Cases

• Detailed feedback: "What suggestions do you have for improving the partner onboarding process?"
  • Help text: "Please provide specific examples and actionable recommendations"
• Experience descriptions: "Please describe any challenges you encountered while using the portal."
  • Placeholder: "Describe your experience in detail, including specific features or processes that were difficult to navigate"
• Open-ended responses: "What additional resources or support would be most valuable to your success as a partner?"
  • Help text: "Consider training materials, documentation, tools, or other support mechanisms"
• Improvement suggestions: "What is one thing we could do to enhance your experience with our partner program?"

Analytics Display

Response data displays as:

• List of individual text responses
• Response count
• Optional "Show more" link for longer response lists

NPS (Net Promoter Score) Question Type

Overview

NPS questions display the standard 0-10 Net Promoter Score scale measuring recommendation likelihood. This question type includes automatic follow-up question routing based on the respondent's score, with different follow-up prompts for Detractors (0-6), Passives (7-8), and Promoters (9-10).

Response Scale

Scale range: 0 to 10 (11 total options)

Score categorization:

• 0-6: Detractors (users unlikely to recommend)
• 7-8: Passives (satisfied but unenthusiastic users)
• 9-10: Promoters (loyal enthusiasts likely to recommend)

Configuration Fields

Question (required): The NPS question text (typically "How likely are you to recommend [product/service] to a friend or colleague?")

Follow-up Question (three text areas, all required):

• Detractors (0-6): Text prompt displayed to respondents who select 0-6
• Passive (7-8): Text prompt displayed to respondents who select 7-8
• Promoters (9-10): Text prompt displayed to respondents who select 9-10

Help Text (optional): Additional guidance for the NPS scale

Make this question required (checkbox): Require respondents to select a score

Follow-Up Question Requirements

Administrator requirement: All three follow-up question prompts must be completed before the NPS question can be saved.

Validation error: "All three follow-up questions are required."

Purpose: Ensures that regardless of which score category a respondent selects, an appropriate follow-up question is always available to gather qualitative context.

Respondent Experience

Flow:

1. Respondent selects a score from 0-10
2. System determines the score category (Detractors, Passives, or Promoters)
3. System displays only the follow-up question corresponding to the selected category
4. Respondent sees a text area to answer the follow-up question

Displayed follow-up: Respondents see only one follow-up question—the one matching their score category. They do not see all three follow-up prompts.

Follow-Up Question Examples

Detractors (0-6) prompt:

• "We're sorry to hear that. What is the primary reason for your score?"
• "What could we do to improve your experience and earn a higher recommendation?"
• "Please share the main challenges or concerns that led to your rating."

Passives (7-8) prompt:

• "Thank you for your feedback. What would it take to make you more likely to recommend us?"
• "What one improvement would increase your likelihood to recommend our services?"
• "What additional support or features would enhance your satisfaction?"

Promoters (9-10) prompt:

• "Thank you! What do you value most about our partnership?"
• "What specifically makes you likely to recommend us to others?"
• "We'd love to hear what we're doing well. What stands out to you?"

Use Cases

• Overall loyalty measurement: "How likely are you to recommend our partner program to other companies in your industry?"
• Product satisfaction: "Based on your experience, how likely are you to recommend our platform to colleagues?"
• Service quality: "How likely are you to recommend our support services to other partners?"
• Training effectiveness: "How likely are you to recommend this training program to other partners?"

Analytics Display

Response data displays as:

• Distribution chart showing percentage in each category (Detractors, Passives, Promoters)
• NPS score calculation: (% Promoters - % Detractors)
• Response count for each score value (0-10)
• List of follow-up question responses grouped by category

Validation and Error Handling

Common Validation Errors

Missing required Question field:

• Error message: "Error: This is a required filed. You must enter a value."
• Resolution: Enter text in the Question field before saving

NPS follow-up questions incomplete:

• Error message: "All three follow-up questions are required."
• Resolution: Complete all three follow-up question prompts (Detractors, Passives, Promoters) before saving

Empty option labels:

• Behavior: Option rows with empty Label fields may prevent saving or be automatically removed
• Resolution: Ensure all option rows have descriptive label text or remove empty rows

Saving Question Configuration

Save button: Saves all changes and closes the Edit Question dialog

Cancel button: Discards all changes and closes the dialog without modifying the question

Effect of saving: The question card on the Survey tab updates immediately to reflect configuration changes

Best Practices

Question Type Selection

Quantitative measurement: Use Rating or NPS when you need numeric scores for analysis and trending

Categorical data: Use Radio, Checkboxes, or Dropdown for predefined response options

Qualitative feedback: Use Single-line Text or Multi-line Text for open-ended responses requiring context and detail

Emotional indicators: Use Sentiment for quick emotional response capture without detailed explanation

Acknowledgments: Use Single Checkbox for consent, agreement, or acknowledgment requirements

Question Design

Clarity: Write questions that respondents can understand without referring to external resources

Neutrality: Avoid leading or loaded questions that suggest desired responses

Focus: Ask about one concept per question to avoid confusion and ensure clear data interpretation

Length: Keep question text concise while maintaining clarity—overly long questions reduce completion rates

Option Configuration

Mutual exclusivity (Radio/Dropdown): Ensure options don't overlap for single-select questions

Comprehensive coverage (Radio/Dropdown/Checkboxes): Include enough options to cover likely responses, but consider adding "Other" for unexpected responses

Logical ordering: Arrange options in a logical sequence (alphabetical, chronological, or frequency-based)

Balanced scales: For Rating questions, ensure the scale range appropriately captures the full spectrum of possible responses

Required Questions

Strategic use: Mark questions as required only when the data is essential for survey objectives

User experience: Too many required questions increase abandonment risk—balance data needs with completion likelihood

Technical constraints: Consider that required questions must be answered before submission, potentially blocking feedback collection if questions are confusing

Help Text and Placeholders

Use help text when: Questions require clarification, scale interpretation, or specific response guidance

Use placeholder text when: Showing format examples or response style demonstrations without adding visual clutter

Consistency: Apply similar help text styles across questions for professional appearance and user predictability

Configuring survey questions provides essential data collection capabilities that support precise feedback measurement, comprehensive sentiment capture, and actionable insight generation through carefully designed question instruments aligned with organizational research objectives and user experience best practices.

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