The Customer Questionnaire

The Customer Questionnaire gathers data that can be used to analyze marketing activity.

WARNING: For online orders, this feature is only available for websites using Classic Checkout. It is not available in the Express Checkout flow.

What is the Customer Questionnaire?

The Customer Questionnaire collects data about how your customers heard about your events at the point of sale.

For example, your marketing team might recently have run a newspaper ad or a social media campaign. Asking your customers where they found out about your event means you can analyze which marketing methods work best.

The questionnaire can be prompted both online and in the Sales Interface and is always optional. Users are able to skip the Questionnaire if they’d prefer not to answer.

When setting up your Questionnaire, you can choose to display a different question based on the sales channel, but the answers customers can select will be the same. The questions are standard across all Events and Instances. You won’t be able to turn them off or create a different Customer Questionnaire for different Events and Instances.

You can report on the answers you receive to the Customer Questionnaire. The Customer Questionnaire Analysis and the Customer Behaviour Analysis Reports can be used to output Customer Questionnaire answers.

Reporting on how customers found out about events can let you calculate return on investment for any paid marketing (ROI), helping you understand where to invest in the future.

Setting up the Customer Questionnaire

TIP: Setting up the Customer Questionnaire takes place in the Admin Interface. To access the Admin Interface, you’ll need the General Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organization to add this Role to your User Account.

Go to the Admin Interface > Customers > Questionnaire. The Customer Questionnaire will have a Questions section and an Answers section:

The Questions Section

1. In the Questions section, click the Edit button in the bottom right corner:

   

    

2. Check the boxes next to Prompt on:

   • Sales: Turns on the Customer Questionnaire in the Sales Interface.
   • Web: Turns on the Customer Questionnaire online.

   

3. Enter a Question. This question will be displayed in the Sales Interface.
    
4. If you’ve checked Web, Web Questions will be available to edit. For Web Question, choose either:
   • Same as sales?: Keep the question the same for both sales channels.
   • Question: Enter a different question.

     REMINDER: Even if the questions are different, the pre-defined answers are the same for both.

5. Click Save to save the Questions section. Click Cancel to discard any changes.

The Answers Section

1. In the Answers section, enter each answer in the text box. Click Add to add the answer:

   

   TIP: Check Allow free text to add a text box where Customers can add their own answers. You are required to name the text box, for example, Other.

   

    

2. Continue to add answers in the full-width text box. Add secondary answers in the half-width text box. For example, a secondary answer for Social Media could be Facebook or YouTube.

   

    

3. Reorder your answers or secondary answers by clicking the yellow up and down arrows:

   

    

4. Edit the name of any answer by clicking the pencil icon. Click Save to save the new name. Click Cancel to discard any changes.
    
5. Delete the answer by clicking the red X icon.

Once set up, you’ll be able to use the Customer Questionnaire during a transaction.

The Customer Questionnaire in the Sales Interface

TIP: To access the Sales Interface, you’ll need the Sales User or Sales Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organization to add this Role to your User Account.

In the Sales Interface, Users can find the Customer Questionnaire as a dropdown in the Pre Payment Options tab while completing a transaction. If an answer has a secondary answer, a second dropdown will appear.

You can also add an answer to the Customer Questionnaire after an Order has been confirmed.

1. In the Order, find Questionnaire under the Customer’s Name:

   

    

2. Click on the pencil icon to add an answer.
    

3. From the Customer Questionnaire, select an answer from the dropdown:

   

    

4. If an answer has a secondary answer, a second dropdown will appear.
    
5. Click OK to save. Click Cancel to discard any changes.

TIP: The answer to the Customer Questionnaire is stored on the Order. The answer will apply to all purchases in the Order.

The Customer Questionnaire Online

Online, customers will be prompted with the Questionnaire during the check out flow, after the payment has been made.

REMINDER: This feature is only available for websites using Classic Checkout.

They can select an answer from the dropdown and click Save And Continue to save their answer, or they can click Skip to Confirmation. If an answer has a secondary answer, a second dropdown will appear:

TIP: The Customer Questionnaire cannot be added online after the Customer confirms their Order. To add an answer, you can go to the Sales Interface and add an answer from the Order.

Viewing the Results of the Customer Questionnaire

You can view results to the Customer Questionnaire in:

• Each individual Order
• The Customer Questionnaire Analysis Report
• The Customer Behaviour Report
• Custom Reports

Each individual Order

You can see the results of the Customer Questionnaire on each individual Order.

TIP: You can’t edit the answer to the Customer Questionnaire once it’s been submitted.

The Customer Questionnaire Analysis Report

The Customer Questionnaire Analysis Report is a Standard Report that shows an overview of Customer Questionnaire answers and how successful different channels are in obtaining answers.

The Customer Behaviour Report

The Customer Behaviour Report is a Standard Report that shows an analysis of Customer behaviour including answers to the Customer Questionnaire.

Custom Reports

You can report on answers to the Customer Questionnaire in Custom Reports.

The following output columns are available to display Customer Questionnaire answers:

Key Takeaways

• The Customer Questionnaire can collect data about how customers heard about your events.
   
• Customers can be prompted to answer in the Sales Interface or online.
   
• For online orders, this feature is only available for websites using Classic Checkout.
   
• The question can be different in each sales channel. The answers are the same.
   
• You can add multiple answers and secondary answers to choose from.
   
• The Customer Questionnaire is the same across all Orders and is always optional.
   
• You can add an answer to an Order that has been confirmed but you cannot change an answer once it is submitted.
   
• You can view Customer Questionnaire answers on the Order.
   
• You can Report on Customer Questionnaire with Standard Reports like Customer Questionnaire Analysis Report and Customer Behaviour.
   
• You can output Customer Questionnaire answers and secondary answers in Custom Reports.

Further Reading

If you’re interested to know more about analyzing your marketing activity in Spektrix, check out the following articles:

• A Guide to Standard Reports
• The ROI Report

You can find more articles in the Set up Events, Offers, Subscriptions and Merchandise section of the Support Centre.