Creating a new survey

Step one: choose your survey type (s)

Compose your survey using the following question types. You can select them by clicking on the white bar.

Net Promoter Score ® (NPS)

The Net Promoter Score (NPS) is based on the essential question: 'How likely is it that you would recommend us to a friend or colleague?' This is a standard measure for customer satisfaction and the willingness of customers to recommend the organization or project to others.

You can find more information about the Net Promoter Score here.

Opinion scale

Customers can respond to each question by giving a score from 0 to 10.

Yes / No question

A question to which the customer can answer with 'yes' or 'no'.

Satisfaction survey

Measure the satisfaction of homebuyers with a question where they can choose from a scale of 'very dissatisfied' to 'very satisfied'.

Multiple choice question

Options for setting up a multiple-choice question

The following functionalities are available when creating a multiple-choice question:

Adjust Title: Adjust the title of your survey.
Formulate Question: Write your question (ensure it is always clear).
Add Answers: Easily add multiple answers by clicking on the '+' symbol.
Order Questions: Adjust the order of the questions by clicking on the six dots and dragging the question to the desired spot.
Extra Question: Add a new question by clicking on '+ add question' at the bottom.
Delete Answers: Easily delete answers by pressing the minus sign.
Customer View (Preview): The right side shows a preview of how your question and answers will look to the customer. The customer also always has an open text field for comments or suggestions.
Use Templates: If you use the same multiple-choice questions for multiple projects, you can use a template to apply the question quickly and efficiently to all projects.

Step two: Select the target audience (Only for projects with multiple units)

Select the target audience (units/customers). By choosing a level like 'Project' or 'Building', all units within that level will be included.

Tip: You can select the entire project to involve all units in the survey. When saving, make sure you do not activate the 'Publish for customers' option. This keeps the survey hidden, and you can make it visible later for all or selected customers.

Step three: Add a short introduction

Provide customers with more information about the survey so they know what the questionnaire is for. You can also indicate here whether participation is mandatory.

Step for: save or publish?

The survey is saved by default, without being sent to customers. A notification is only sent when the 'Publish for customers' option is enabled. Tip: you can also adjust the order of the questions by clicking on the 6 dots and dragging your question to the desired place.

You can save this survey and publish it later for customers.

Tip: The 'publish later' option is useful for choosing the most appropriate moment to send the survey to each customer. For example, if you ask about the experience with supplier X, it is recommended to wait until the customer has visited the showroom or approved the supplier's proposal.

You can publish the survey later. First save it, then select the units or all units in the overview, and click on 'Publish' (see below).

When the customer opens their app, they will receive this notification. This is what the survey screen pop-up will look like:

Survey results

Overview

On the overview page, you get a handy overview of the answer distribution per question. The visual representation and reported details depend on the question type.

Units (Only for projects with multiple units)

The Units section offers a detailed overview of the respondents' answers per question, including feedback and answer date. The question can easily be adjusted via the selection button at the top right. In addition, you can publish the survey via this page for selected units. Do you want to add multiple units? Press the +units button and add the necessary units.

Tip: Do you want to share the data externally or perform further analyses? Via Ziggu, you can create an export of your survey, in the form of an XLSX and CSV file.

NPS - Net Promoter Score

The Net Promoter Score ® (NPS) is calculated based on the question: "How likely is it that you would recommend us to a friend or colleague?" Customers give a score from 0 (not at all likely) to 10 (very likely). Based on their score, they are divided into three groups:

Promoters (score 9-10) are loyal customers who refer others and thus stimulate growth.
Passives (score 7-8) are satisfied but less enthusiastic. They are sensitive to competitors' offers.
Detractors (score 0-6) are dissatisfied customers. They can damage the brand and hinder growth with negative word-of-mouth.