When creating a survey in Core iQ, you will notice that there are two different 'types' of questions that you can choose from, Standard Questions and New Questions. These two types of questions give you different capabilities when it comes to customization and reporting. Standard questions are predefined and do not offer any editing capabilities, while New questions are fully customizable but offer more restrictive reporting. Here is a more detailed explanation of the different question types.
About Standard Questions
You can always identify a Standard question within the survey builder by the yellow sun emblem which is displayed next to the question title. Standard questions come directly from Onovative and are completely locked down and uneditable, meaning that they can be placed in a survey without the need to change any settings. We offer Standard questions as a method of tracking user responses over multiple surveys using the same researched question and verbiage. So, in the case of our NPS score question, we will track how likely a customer is to recommend the bank to a friend or colleague. This question also comes with a predetermined ‘If Selected:’ field that asks a customer for more info if they select a number below 7. Again, the benefit of Standard questions is that you can track responses to this question over multiple surveys and then target users in the future, based on their responses. We call this a ‘continual tracking’ question.
We are also gathering data over the coming months on our Standard survey questions in an effort to offer realistic benchmarking data to our customers based on responses to these questions.
About New Questions
If you want to either change the wording of that Standard question, or if you want to add your own question, you would need to create a new Custom Question. You have a choice of adding one or more of the 5 question types to our survey, giving you additional opportunities to gather information. You want to make sure that your survey is consistent in what you are asking about throughout, but you might want to add a question in our Market Reputation Score survey to see how frequently customers use a product. This might allow you to test an assumption that customers who don’t regularly visit your branch locations are more likely to be dissatisfied with their banking experience.
Continual vs Interim Tracking
Any custom questions that are added to a survey will be used on just that survey (interim tracking), but Standard Bank questions will be tracked from survey to survey (continual tracking). Both of these options for a question will give you insights for a single survey, but you will want to think about whether you have a need to track that question long-term. All user created questions will only collect responses for the survey in which they are used, while any Standard Bank questions will track responses over multiple surveys. You can easily pull all versions of a question using our Survey Response Report. You can learn about this report in another one of our How-To articles, found HERE.