TABLE OF CONTENTS


Introduction


Custom Questions empower you to gather more insights from your customers by adding personalised questions enabling you to gain a deeper understanding of customer opinions. You can add as many custom questions to any feedback form you wish - Remember that asking a lot of questions and  requesting great detail, that your response rate may be impacted as customers are more likely to complete a simple and concise feedback request. Custom questions are also an internal only resource and do not display in widgets or on B2C page unlike product attributes.



Custom Question Types


On Product and Service Feedback Forms, you have the main defaults question types

  • Star Rating
  • Main Review
  • Media Upload


Your CSM or Feefo Support Team member can now create templates  Custom question types include:

  • Input Field
  • Text Box 
  • Single Select
  • Multi Select
  • Rating Scale


In addition you can also add

  • Product Attributes
  • Demographics
  • Section Banners


Let's find our more below.


Input Field


Input field questions, also known as open-ended or free-text questions, allow respondents to provide free-form, unstructured responses in their own words. Unlike multiple-choice or rating scale questions, which offer predefined answer options, input field questions give respondents the flexibility to express their thoughts, opinions, or details without being constrained by predetermined categories.


FieldDescription
TitleEnter the question title.
Placeholder CopyDisplay temporary or example text that is used to indicate where respondents should input their answers.
HintEnter additional information or guidance provided to respondents to help them understand the question or provide a more accurate response.
RequiredChoose if this a required field.
Minimum CharactersEnter the minimum amount of options that must be entered, if required selected.
Maximum CharactersEnter the maximum amount of characters allowed.
Add Dependency LogicDefine which question response determines if this question is shown. 
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.
LabelsEnter the Label name and value.



Text Box

Text box questions, similar to the Input Field, allows respondents to provide open-ended, free-text responses. Instead of selecting from predefined options, respondents are presented with a blank text box or space where they can type their answers in their own words. Text box questions are often used when survey designers want to gather qualitative information or when there isn't a predetermined set of responses that adequately captures the diversity of possible answers.


FieldDescription
TitleEnter the question title.
Placeholder CopyDisplay temporary or example text that is used to indicate where respondents should input their answers.
HintEnter additional information or guidance provided to respondents to help them understand the question or provide a more accurate response.
RequiredChoose if this a required field.
Minimum CharactersEnter the minimum amount of options that must be entered, if required selected.
Maximum CharactersEnter the maximum amount of characters allowed.
Add Dependancy LogicDefine which question response determines if this question is shown. 
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.
LabelsEnter the Label name and value.



Single Select


Single-select questions, also known as multiple-choice questions, require respondents to choose only one option from a list of provided answers. These questions are designed to elicit a single response, representing the respondent's preference, opinion, or characteristic from the given options. Single-select questions are straightforward and easy to analyse. This question type requires a minimum of 2 options but there is no limit to how many you can add.


Note:  If you add X amount of labels the style of the question switches from radio buttons to a drop down.



FieldDescription
TitleEnter the question title.
SubtitleEnter explanatory statement or additional information that follows the main question.
RequiredChoose if this a required field.
Add Dependancy LogicDefine which question response determines if this question is shown. 
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.
LabelsEnter the Label name and value.


Multi-select


Multi-select questions allow respondents to choose more than one option from a list of provided answers. Unlike single-select questions where respondents can choose only one answer, multi-select questions enable participants to select multiple responses that are relevant or applicable to them. These types of questions are useful when there are multiple valid choices or when respondents may have more than one characteristic or preference.

Similar to single select, the multi-select question requires a minimum of 2 options but there is no limit to how many you can add. 


Note:  If you add X amount of labels the style of the question switches from radio buttons to a drop down.


FieldDescription
TitleEnter the question title.
SubtitleEnter explanatory statement or additional information that follows the main question.
Placeholder CopyDisplay temporary or example text that is used to indicate where respondents should input their answers.
RequiredChoose if this a required field.
Maximum Options to SelectEnter the amount of options that must be selected.
Add Dependancy LogicDefine which question response determines if this question is shown. 
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.
LabelsEnter the Label name and value.



Rating Scale


Rating scale questions involve asking respondents to express their opinions or attitudes by assigning a value to a particular statement or question. 


FieldDescription
TitleEnter the question title
SubtitleEnter explanatory statement or additional information that follows the main question
RequiredChoose if this a required field
Add Dependency LogicDefine which question response determines if this question is shown. 
Hide LabelsChoose whether to hide Labels
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.



Product Attributes 


Product attributes refer to the specific characteristics or features of a product that consumers evaluate and express opinions about. When seeking reviews, consumers often consider various attributes of a product to make informed decisions. These attributes can vary depending on the type of product, but they generally encompass qualities that are relevant to the product's performance, usability, and overall value.


Note: Click for more information on Product Attributes



Product attribute fit


FieldDescription
TitleEnter the question title.
SubtitleEnter explanatory statement or additional information that follows the main question.
RequiredChoose if this a required field.
Maximum Options to SelectEnter the amount of options that must be selected.
Add Dependancy LogicDefine which question response determines if this question is shown. 
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.
LabelsEnter the Label name and value.



Product attribute 5 point scale


FieldDescription
TitleEnter the question title
SubtitleEnter explanatory statement or additional information that follows the main question
RequiredChoose if this a required field
Add Dependancy LogicDefine which question response determines if this question is shown. 
Hide LabelsChoose whether to hide Labels
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.



Demographics


FieldDescription
TitleEnter the question title.
SubtitleEnter explanatory statement or additional information that follows the main question.
RequiredChoose if this a required field.
Add Dependancy LogicDefine which question response determines if this question is shown. 
Map to SKUsIf you want to add particular questions for a specific product, you can assign a question for a specific SKU. The question will only appear if the SKU matches to the one added to the question.
LabelsEnter the Label name and value.




Translations


Custom question translations are required for any multi-lingual templates. 





Dependency 


Dependency logic can be applied to any question within the template.This feature allows a response to one question to determine subsequent questions that a respondent will be asked. It involves creating a logical flow within a template, where the answers provided to certain questions influence the branching or skipping of subsequent questions. This logic is used to tailor the experience based on the participant's earlier responses, making the form more efficient, relevant, and user-friendly. Simply click in the Add a Dependency and select the leading question, logic and answer to trigger the current question.




Add Custom Question to Your Account


If you don’t have Custom Questions as part of your Feefo package, click on ‘Additional features’ in the Hub and then ‘Get in touch' to request a callback. Alternatively, you can contact your Account Manager directly. 



Conclusion


Feefo Custom Questions offer you a powerful tool to collect specific feedback from your customers by adding personalised questions to the feedback form. By following the steps provided in this article, you can easily gain valuable insights to enhance your products and services.