Creating campaign content

Refer to the Launching campaign programs documentation for guidelines on planning, gaining approval, testing and launching your campaign within your organization.

Understanding types of questions

There are four types of questions that you can use in your campaigns: single answer, multiple answer, opinion scale and net promoter score (NPS). Additionally, create and add a final message to the end of a campaign.

Single answer

Use a single answer question when employees must select only one option among all possible choices. Choose this question type when choices exclude each other.

Include a third choice in case the question is not applicable to an employee. This third option helps you avoid collecting misleading information and stops the survey once the questions are no longer relevant to the employee.

Multiple answer

Use a multiple answer question when employees can select one or more of the possible choices simultaneously. Contrary to a single choice question, in a multiple answer question, the choices are not mutually exclusive.

Employees must select at least one option to continue with the survey. The system enables the OK button after the employee makes the first selection. Nexthink recommends adding an additional option for employees to tick if none of the others apply. See the last option in the example below.

Opinion scale

Use an opinion scale question when employees must evaluate a product by choosing from several options. Each possible answer has a numerical value associated with it. By default, the value attributed to the first specified answer is 1 and it increases automatically with each newly added answer. It is also possible to assign different values to each answer. Later, you can use these values to compute scores and metrics related to employee feedback.

You can have, at most, one answer choice without any value attributed to it. This type of answer is usually reserved for employees who do not have an opinion about that specific question. To avoid bias, the system does not take into account answers without a value assigned to them when computing averages for scores and metrics related to employee feedback.

Employees must choose an option to enable the OK button and proceed with the campaign.

Net Promoter Score (NPS)*

Use an NPS question when employees must evaluate a product or service and give it a mark. There is no preselected value and the user can select any mark between 0 and 10. The predefined NPS formula mechanism will then use the selected mark to compute the NPS score.

The system classifies employees as promoters, passives or detractors of the initiative, service or product in the question depending on their answer:

Classification	Range
Promoter	9 - 10
Passive	7 - 8
Detractor	0 - 6

Employees must choose an option to enable the OK button and proceed with the campaign.

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*Net Promoter Score (NPS) is a registered trademark of Fred Reichheld and Bain&Company, Inc.

Comment box

The comment-box question type allows you to ask open-ended questions when pre-selected response options do not apply.

Written responses provide valuable qualitative insight. However, typing a response requires more effort than selecting an option and may increase abandonment rates. For this reason, Comment box questions are set as optional by default, allowing recipients to proceed without entering text. You can set this question as mandatory if required.

Final message

Use the final message to acknowledge employees and inform them that they have completed the campaign. This message can also contain a link to support.

Add a final message only if you’ve added at least one other question type to the campaign content.

Controlling the flow of questions

When you define the order of campaign questions, it naturally impacts the order in which employees answer them. There are times when it isn’t necessary to ask all defined questions. This occurs when a question depends on how an employee answered a previous question.

For instance, consider a campaign that contains the following two questions:

1. A single answer question: Do you need a cloud storage service to share your work? with possible outcomes Yes or No.

2. A multiple answer question: Select the cloud storage services you prefer, with possible choices Dropbox, Google Drive, Microsoft OneDrive or others.

An employee that answered NO to the first question will find the second question unnecessary. In this example, avoid this by removing the first question and adding a default choice to the second question: I do not need a cloud storage service. In more complex situations, you may want to entirely skip over specific questions.

Setting question branching

Create a branching question flow with the campaign branching functionality. Set up this function in the Content section by enabling the Advanced settings available for all question types except the final message which is always the last question of the campaign.

When you enable advanced settings, new fields appear based on the question type:

• For single-choice and opinion scale questions, the Branching drop-down menu appears for each choice.

• For NPS questions, a section appears with a Branching drop-down menu for each category of responses (promoters, neutral, and detractors).

• For multiple-choice questions, a single Branching drop-down menu appears, allowing you to choose the next question regardless of the selected choice.

When configured, they signal to the campaign that there is a deviation from the normal flow of questions. Instead of asking the user the next question in the defined order, the campaign skips to the question specified in the Branching option. You can also configure it to skip directly to the end of the campaign if no pertinent questions are left.

When creating a campaign:

1. Define your questions in the order that feels most natural to you.

2. Configure the branching options for each choice that will deviate from the flow.

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Refer to Authoring and formatting campaign content for more information.