Types of questions
Types of questions
There are three types of questions that you can use in your campaigns: single answer, multiple answer, and opinion scale. Learn here which type of question is most suitable for each situation.
Use a single answer question when the end-user must select only one option among all possible choices. This situation happens when choices exclude each other. A typical example are yes or no questions, such us Do you like our new web portal? Possible answers might be:
- I do not know about our new web portal.
Note that the answers include an option for the user to indicate lack of knowledge about the subject matter being asked. This type of option gives you valuable information about the awereness of your end-users regarding new features or changes in the IT environment.
Each single option is displayed as a clickable button in the notification window received by the end-users. If many choices are available, buttons may span multiple lines across the notification window.
Use a multiple answer question when the end-user may select one or more of the possible choices simultaneously. Contrary to a single choice question, in a multiple answer question the choices are not mutually exclusive. For example, to the question What do you like about our new web portal?, the possible answers might be:
- It loads fast.
- It is visually appealing.
- I quickly find what I need.
- I have no opinion.
Each answer is preceded by a check box that allows end-users to tick the desired options. Again, if many choices are available, the possible answers may span multiple lines across the notification window.
End-users must at least select one option to be able to go on with the survey. An OK button appears after the end-user makes its first selection. Therefore, it is convenient to include a default option that end-users can tick if none of the others apply (for instance, the last option in our example).
Use an opinion scale question when the end-users must evaluate a product or service and give it a mark. A numerical value is associated to each possible answer. By default, the value attributed to the first specified answer is 1 and it increases automatically with each new added answer. However, it is possible to assign different values to each answer. Use these values later for computing scores and metrics related to end-user feedback.
You can have at most one answer without any value attributed to it. It is usually reserved for users who do not have an opinion about the asked subject matter. To avoid biasing, answers without a value assigned do not take part in the computation of averages for scores and metrics related to end-user feedback.
For instance, to the question How easy to use is the new web portal?, the possible answers might be:
- Not easy at all
- Not that easy
- Very easy
- I have not tried the new portal (choice without attributed value)
Each choice of an opinion scale question is displayed on top of a clickable radio button. Since the order is important, choices are displayed along one line only in the notification window. It is thus recommended to limit the choices up to a maximum of seven per question for the notification window to fit in the screen.