Using survey lenses
Survey lenses help you with deeper and more granular insights
What are survey lenses?
A survey lens is any data associated with your survey respondent. This can include data such as:
- How a customer heard about your brand
- A branch or store a customer has visited
- A department that an employee interacts with
- Products that have been purchased
- An agent that has interacted with a customer
Use this feature to:
- Collect more information about your respondent (if you don’t have it)
- Shorten surveys by auto-filling this data so that respondents do not have to provide you with this information again
- Provide you with deeper insights e.g. comparing satisfaction rates across your product range
Setting up survey lenses
Click on ‘Build and send surveys’ on the top menu. Then create a survey lens by clicking the ‘+’ next to ‘Manage your survey lenses’.
You will then be prompted to build your lens. Click on the “Create …” button to add an entry. Name your entries so that they are easily recognisable by your respondents.
You can use the pencil icon to edit the name. Use the bin icon to delete your entry. Lenses or lens entries cannot be deleted if data has been collected for them. Instead, use the ‘eye’ icon to make them visible or invisible within surveys.
Using survey lenses in the survey builder
Survey lenses can be utilised with the ‘Drop down’ question type. You’ll be presented with the various survey lenses you’ve set up. You can use the dropdown to restrict entries on the forms as needed.
If you’re automating your Voice of Customer programme, survey lenses can automatically be passed from your systems to the surveys sent. Our API documentation provides guidance on how this works.
Using survey lenses to drive more insights
You can segregate insights by the various lenses you’ve set up. This will help you answer questions such as:
- How are my different customer care agents performing?
- What are the variances in product satisfaction among my customers?
- How do satisfaction rates differ between the departments in my organisation?
To view the decomposition, click on the ‘Use me to further decompose your analysis’ filter and select the relevant survey lens. This is currently available for quantitative snapshot analytics and will be rolled out to trend analytics too.
