Sprinklr Surveys provide a range of question formats that can be incorporated into surveys to obtain meaningful feedback from participants. These question formats assist companies in gathering varied information across several aspects, including customer satisfaction, product choices, and feedback regarding particular experiences.

Business Problems Solved​

• Prioritizing Product Features Based on Customer Preferences: As a product manager, a common approach you can take is using customer feedback to prioritize features for upcoming releases. By including a Rank Order question in your survey, you allow customers to rank features, like dark mode, performance improvements, or new integrations, based on importance. This gives you clear insights into what users value most, helping you make informed, data-driven decisions. As a result, you can focus development efforts on the features that matter most to your users, leading to a product update that better meets their needs and boosts overall satisfaction.

• Assessing Customer Sentiment with NPS: You can use the Net Promoter Score (NPS) Rating question to measure customer loyalty and satisfaction by asking customers to rate how likely they are to recommend your company on a scale from 0 to 10. Their responses will fall into categories like Promoters, Passives, and Detractors. By tracking this data over time, you can spot trends in customer sentiment. For instance, if you see an increase in Passives, it may mean customers are satisfied but not fully engaged. This insight helps you refine your marketing and engagement strategies to convert more Passives into Promoters, strengthening your brand reputation and customer loyalty.

• Tracking Customer Satisfaction Over Time: You can use the Customer Satisfaction (CSAT) Rating question to measure how satisfied your customers are with their experience. By asking them to rate their satisfaction on a set scale after a service interaction or purchase, you gather valuable feedback. Tracking and analyzing these responses over time helps you monitor overall satisfaction and pinpoint specific areas that need improvement. This approach lets you quantify customer sentiment and make targeted enhancements, leading to higher satisfaction and improved business performance.

• Gathering Open Feedback for Product Improvements: You can use the Text Field question type in surveys to collect open-ended, qualitative feedback from your customers. This lets them share detailed thoughts about their experiences, revealing insights that structured questions might miss. By analyzing this feedback, you can identify pain points, feature gaps, or opportunities for improvement that might otherwise go unnoticed. These insights help you make better product or service enhancements, resulting in a more refined user experience and stronger customer loyalty.

You can use tailored survey question types across different teams to gather insights and drive improvements. As a Business Analyst, you might use structured formats like Matrix or Rank Order to spot trends and connect feedback with performance. Product Managers often rely on NPS, open-text, and satisfaction scales to prioritize important fixes and features. Marketing Teams use campaign-specific questions to measure engagement and fine-tune messaging. UX Researchers apply conditional logic to reveal user behavior and guide design decisions. Customer Success Teams collect post-interaction feedback to enhance support quality and boost retention.

Prerequisites

You will need View, Edit and Delete permissions at the Program Level to access Survey Logics:

• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.

Question Types Supported

• Multiple Choice Question: Allows respondents to select one or more options from a list of provided choices.

• Text Field: Enables respondents to provide open-ended text responses.

• NPS Rating: Measures customer loyalty using a scale from 0 to 10, helping to calculate the Net Promoter Score (NPS).

• CSAT Rating: Evaluates customer satisfaction using a rating scale.​

• Slider: Participants can choose a value by adjusting a slider pin on a set scale. A slider scale allows participants to pick a value within a continuous or discrete range by sliding a marker to the left or right.

• Rating Scale: Gathers feedback through various scales, including numbered buttons, emojis, or icons.

• Rank Order: Respondents reorder items by dragging and dropping them to indicate their preferences.

• Matrix: Gathers feedback on various items or factors within one question, presented in a grid layout.

• Text/Media: Displays information (e.g., text, images, or videos) with a title and description; not intended for collecting responses.

• File Upload: Allows respondents to upload files as part of their survey responses.​

• ​Heat Map: A Heatmap Question allows respondents to click on specific areas of an image to express their opinions or reactions. ​

​FAQs

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