TABLE OF CONTENTS
- Introduction
- Custom Question Types
- Input Field
- Text Box
- Single Select
- Multi-select
- Rating Scale
- Product Attributes
- Translations
- Dependency
- Add Custom Question to Your Account
- Conclusion
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.
| Field | Description |
| Title | Enter the question title. |
| Placeholder Copy | Display temporary or example text that is used to indicate where respondents should input their answers. |
| Hint | Enter additional information or guidance provided to respondents to help them understand the question or provide a more accurate response. |
| Required | Choose if this a required field. |
| Minimum Characters | Enter the minimum amount of options that must be entered, if required selected. |
| Maximum Characters | Enter the maximum amount of characters allowed. |
| Add Dependency Logic | Define which question response determines if this question is shown. |
| Map to SKUs | If 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. |
| Labels | Enter 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.
| Field | Description |
| Title | Enter the question title. |
| Placeholder Copy | Display temporary or example text that is used to indicate where respondents should input their answers. |
| Hint | Enter additional information or guidance provided to respondents to help them understand the question or provide a more accurate response. |
| Required | Choose if this a required field. |
| Minimum Characters | Enter the minimum amount of options that must be entered, if required selected. |
| Maximum Characters | Enter the maximum amount of characters allowed. |
| Add Dependancy Logic | Define which question response determines if this question is shown. |
| Map to SKUs | If 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. |
| Labels | Enter 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.| Field | Description |
| Title | Enter the question title. |
| Subtitle | Enter explanatory statement or additional information that follows the main question. |
| Required | Choose if this a required field. |
| Add Dependancy Logic | Define which question response determines if this question is shown. |
| Map to SKUs | If 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. |
| Labels | Enter 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.| Field | Description |
| Title | Enter the question title. |
| Subtitle | Enter explanatory statement or additional information that follows the main question. |
| Placeholder Copy | Display temporary or example text that is used to indicate where respondents should input their answers. |
| Required | Choose if this a required field. |
| Maximum Options to Select | Enter the amount of options that must be selected. |
| Add Dependancy Logic | Define which question response determines if this question is shown. |
| Map to SKUs | If 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. |
| Labels | Enter 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.
| Field | Description |
| Title | Enter the question title |
| Subtitle | Enter explanatory statement or additional information that follows the main question |
| Required | Choose if this a required field |
| Add Dependency Logic | Define which question response determines if this question is shown. |
| Hide Labels | Choose whether to hide Labels |
| Map to SKUs | If 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
| Field | Description |
| Title | Enter the question title. |
| Subtitle | Enter explanatory statement or additional information that follows the main question. |
| Required | Choose if this a required field. |
| Maximum Options to Select | Enter the amount of options that must be selected. |
| Add Dependancy Logic | Define which question response determines if this question is shown. |
| Map to SKUs | If 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. |
| Labels | Enter the Label name and value. |
Product attribute 5 point scale
| Field | Description |
| Title | Enter the question title |
| Subtitle | Enter explanatory statement or additional information that follows the main question |
| Required | Choose if this a required field |
| Add Dependancy Logic | Define which question response determines if this question is shown. |
| Hide Labels | Choose whether to hide Labels |
| Map to SKUs | If 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
| Field | Description |
| Title | Enter the question title. |
| Subtitle | Enter explanatory statement or additional information that follows the main question. |
| Required | Choose if this a required field. |
| Add Dependancy Logic | Define which question response determines if this question is shown. |
| Map to SKUs | If 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. |
| Labels | Enter 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.