Matrix Question
Updated
Matrix-type questions, also known as grid questions, present respondents with a set of statements or items to evaluate using a consistent set of response options. They are structured in a grid format, with rows representing the statements and columns representing the response choices.
Note: There are multiple variations to the matrix-type question and each of them has unique properties.
Business Problems Solved
Matrix questions are used in post-purchase surveys to evaluate customer satisfaction across various aspects of the product or service. Respondents rate statements like Ease of navigation, Clarity of information, and Checkout speed on a Likert scale. This approach offers valuable insights into how well the experience meets customer expectations and helps identify areas for improvement.
These are used to capture customer satisfaction across various aspects of the in-store shopping experience. Customers are asked to rate factors such as Store cleanliness, Staff helpfulness, and Product availability on a scale from "Very satisfied" to "Very dissatisfied." The results provide a comprehensive view of the store's performance, highlighting areas that require attention.
These are used in post-support surveys to assess different aspects of the customer service experience. Customers rate statements such as "Agent knowledge," "Resolution time," and "Courtesy of the agent" on a scale from 1 to 5. This approach helps identify areas of strength and those needing improvement, providing valuable insights to optimize training and enhance service quality.
Used in product feedback surveys to assess various aspects of software usability. Respondents rate statements such as "Ease of use," "Feature usefulness," and "Interface design" on a scale from "Very poor" to "Excellent." This approach provides consistent feedback across different areas, helping to identify strengths and pinpoint areas for improvement in future releases.
Value Additions
Matrix questions are commonly used in surveys for several reasons:
Standardized Feedback: Provides consistent responses across different aspects of a service, making the data easier to analyze.
Improved Comparison: Enables comparison of multiple aspects of an experience or product in a single view, helping prioritize areas for improvement.
Efficient Data Collection: Streamlines the process for respondents by grouping related questions, reducing survey fatigue.
Actionable Analysis: Facilitates the identification of areas needing improvement by comparing responses across various statements.
Prerequisites
You would require Survey Creator permission to set up and manage Matrix questions.
Navigation Steps
In order to access the Matrix Questions, follow the following features:
Go to Builder and then access Question Library.
In the Question Library select Matrix.
Components of Matrix Question Type
Question Section
Question
Question Title: You can add the question title by clicking on the Question Title Option.
Font Size: Click Font Size to change the size of the title text.
Text Color: Click Text Colour to change the colour of the text.
Bold: Click Bold to bold the text.
Italic: Click Italic to make it italics.
Underline: Click Underline to underline the text.
Insert Link: Click Insert Link to insert URL.
Add Bulleted List: Helps to add bullets.
Add Numbered: Helps to list to add numbers.
Align:Help to align the text ( left, right or center).
Insert Table: Helps to Insert Table to add table.
Clear Formatting: Helps to clear format.
Placeholder:Helps to add placeholder text to piping in information in a question title externally so that its dynamic in nature.
Survey Question Response: Response to one question can be added as a placeholder question title for another.
Ex: Capture name in first question and use them for other questions.
Survey Question Response: Response to one question can be added as a placeholder question title for another.
Ex: Capture name in first question and use them for other questions.
Survey Meta Data: Basically helps to get information about which specific browser, OS the respondent is using.
Contact Field: Helps to capture contact information of customers like contact address, email id , first and last name.
Profile Custom Field: Helps to tag user profiles.
Example: user type -advocate, influencer, detractor, etc.
Response Custom Field: Is in the anonymous field and selects from the response custom field. When the respondent responds then the specific custom field that is there will be tagged to that response.
Ex: if we have location response custom filed from a specific location for a Retail chain it will be tagged here.
Response Date: It captures the specific time in which the response is captured (in different formats). These are used in transactional surveys.
Transaction Fields: Captures information related to any other custom field.
Matrix Type
You have the ability to select the type of matrix:
Likert: It offers respondents a statement or question along with a range of response choices, usually formatted on a scale indicating levels of agreement, such as 'Strongly Disagree' to 'Strongly Agree. There are 3 different types of Matrix formats:
Standard: Standard Matrix format shows all the individual statements in the form of a table.
Carousel: The carousel view shifts the respondent's experience by presenting one statement and its response options at a time, rather than displaying them in a table format.
Dropdown: The dropdown format offers a compact view of the matrix, allowing respondents to see all the statements at once, with response scales presented in individual dropdown menus for each statement.
Bipolar: A bipolar matrix is a type of survey question format where respondents evaluate items based on a scale that has two opposing ends. There are 2 different Matrix formats :
Radio: Radio matrix formats appears in the form of radio buttons.
Slider: Slider matrix formats appears in the form of slider scales for the respondents to select.
Likert Matrix Type
Answers
Answers are available in Likert Matrix Type.
Answer Type
Multi-Select: Respondents can choose more than one option from the set of provided answers.
Single-Select: Respondents are allowed to choose a single option from the list of presented choices.
Transpose Table
Toggle to transpose the table. The is only applicable for Standard matrix format.
Repeat Scale
Repeat scale presents the response options with every individual statement, ensuring respondents can easily associate each item with its corresponding scale. You can toggle to repeat scale for each option. The is only applicable for Standard matrix format.
Enable "Non-applicable" Option
You can toggle and check any option that you feel is not applicable.
Statements and Scales
Matrix is made up of rows and columns, here Statement refers to the rows and Scale refers to the columns.
Add/ Remove Statement and Scale
Steps to Add Statement
Click Matrix Question to access detail pane.
Go to Statements section in right pane.
Click Empty Statement Box to add statement.
Alternatively, click Empty Statement Box in the builder to add a statement
Click Enter/Return on the keyboard to create a new statement(while working on the statement).
Steps to Add Scale
Click Matrix Question to access detail pane.
Go to Scale section in right pane.
Click Empty Statement Box to add a scale.
Alternatively, click Empty Scale Box in the builder to add a scale.
Click Enter/Return on the keyboard to create a new scale(while working on the scale).
Steps to Remove Statement
Click Matrix Section to access the detail pane.
Go to Statements section in right pane.
Click X icon( next to statement box to remove statement).
Alternatively, hover on Statement in the builder to click Trash icon to delete a statement.
Steps to Remove Scale
Click Matrix Section to access the detail pane.
Go to Scale section in right pane.
Click X icon (next to a scale box to remove that Scale).
Alternatively, hover on Scale in the builder to click Trash icon to delete a scale.
Bulk Edit
Steps to Bulk Edit Statement
Bulk edit allows to edit multiple statements at once.
Click Matrix type question to open the details pane.
Go to Statement Section.
Click Bulk Edit to type the content.
Note: Each line becomes a statement. The lines should be separated by a line break. You can create a line break by clicking Enter/Return on the keyboard.
Steps to Bulk Edit Scales
Bulk edit allows to edit multiple scales at once.
Click Matrix type question to open the details pane.
Go to Scale Section.
Click Bulk Edit to type the content.
Note: Each line becomes a scale. The lines should be separated by a line break. You can create a line break by clicking Enter/Return on the keyboard.Note: A maximum of 7 scales can be added to a matrix question.
Bipolar Matrix Type
In the bipolar Matrix Type you have the ability to select the left and the right statements. Lets have a look at it:
Left Statements
Statements can be placed on the left side of the response options, allowing respondents to easily match each statement with its corresponding choices. You can click on the the cross next to each option to remove that option.
Right Statements
Statements can be placed on the right side of the response options, allowing respondents to easily match each statement with its corresponding choices. You can click on the the cross next to each option to remove that option.
Scale
Inorder to define how many scale points are shown, simply select the appropriate scale option. Toggle the Numeric Scale option for the numerals to reflect for each scale point.
Labels
You have the option to label each scale point.
Bulk Edit
You can click the Bulk Edit option to edit the Labels.
Question Media
Question Media helps to attach media files to provide more context to the question. You can click Upload Asset to upload assets using Upload Media or Select from Asset Library. You have the option to adjust the media size by clicking on the slider. You can align the Question Media in by selecting the options from the Alignment drop-down.
Note: This option will only be available for Likert Scale.
Media Attachments
You can attach media files for additional information by clicking Add Media option. You can toggle to enable the Preview of the media and you will have the option to even download the media.
Manage Respondents Screen
Clone: You have the ability to clone a question without having to create that again.
Edit Logic: Edit logic option helps to edit the logic of question.
Delete: You have the option to delete a question.
Matrix Type Question Settings
Mark as required
Toggle Mark as required option to make the question mandatory. It is denoted by a small red dot on the respondent screen.
Preview
Click Preview Survey (top-right corner) to see the respondent's view.
Reporting Matrix Question Type Responses
Matrix question responses are accessible in Standard Analytics. For deeper insights, use Custom Reporting to track ranking trends, shifts in option positions over time, and identify the most and least preferred choices. Analyzing how often an option appears in higher versus lower ranks helps reveal respondent preferences.