Survey form
Survey form settings control what customers see when they open the AdaptiveSurvey feedback form.
Before you start
Section titled “Before you start”Configure Analytics first so the survey target, score bands, and Lost Time settings are ready.
You need AdaptiveSurvey - Configure project settings permission for the project.
Open Survey form settings
Section titled “Open Survey form settings”- Open AdaptiveSurvey.
- Select the JSM project.
- Select Configure.
- Select Survey form.
Configure experience indicators
Section titled “Configure experience indicators”Experience indicators are the chips customers can select after choosing a score.
- Review the Negative, Neutral, and Positive indicators.
- Rename indicators so they match your support experience.
- Add indicators where more detail is needed.
- Remove indicators that should not appear in future surveys.
Each score category must have at least 3 indicators and can have up to 8 indicators.
Rename keeps past results connected to the indicator. Delete removes an indicator from future surveys and reports, but past ticket responses still show what the customer selected.
Use Deleted indicators to restore a removed indicator. Restored indicators can appear in reports again with their historical responses.
Configure survey wording
Section titled “Configure survey wording”Open Survey settings to edit customer-facing text. These fields control the words customers see in the live survey.
Review the wording for:
- Rating question
- Score labels
- Lost Time question
- Indicator headings
- Indicator helper text
- Comment label and placeholder
- Submit and update button text
- Submission confirmation messages
Preview the live survey
Section titled “Preview the live survey”Open Survey preview after editing survey wording. Use the preview to confirm how the survey will look before customers receive it.
- Select different scores to preview the matching Negative, Neutral, and Positive indicators.
- Check that the rating question, score labels, Lost Time question, indicator headings, helper text, comment field, and buttons use the wording you expect.
- Switch between Submit and Update if you want to compare both button labels.
- Update Survey settings again if any wording does not look right in the preview.
Preview the confirmation
Section titled “Preview the confirmation”Use the after-submit preview to confirm the message customers see after they submit or update feedback.
Review the confirmation title, confirmation body, selected indicators, Lost Time value, and Edit response button text.
Save changes
Section titled “Save changes”Select Save before leaving Configure. Survey form changes are project-specific.
Use Restore defaults if you want to return the Survey form step to the default values.
Common mistakes
Section titled “Common mistakes”| Problem | Check |
|---|---|
| Indicator changes cannot be saved | Finish or cancel any active indicator edit first. |
| An indicator label is rejected | Indicator labels must be filled in and unique across all score categories. |
| Lost Time wording is not visible in the form | Confirm Track Lost Time is enabled in Analytics. |
What comes next
Section titled “What comes next”After the survey form looks correct, continue to Automation setup to set up Email or Slack delivery.