Summary
A Survey Project in the Loop Experience Platform by Benbria is a comprehensive feedback collection and management module designed to capture real-time insights from customers and employees across online and offline touchpoints. Survey Projects enable organizations to build custom branded forms, deploy them via multiple distribution channels, measure key experience metrics (NPS, CSAT, CES), and convert feedback directly into automated operational actions. This overview explains the core features, workflow components, and administrative settings within a Survey Project for Account Admins and Location Managers.
Prerequisites & Permissions
Primary Audience: Account Admins, Location Admins, and Location Managers.
Permissions Required:
Owners: Full system access to build, configure, edit, delete, and publish Survey Projects globally or assign them to specific locations.
Location Admins: Ability to view survey results, manage Action Plans, and monitor response feeds for assigned physical locations.
Core Features & Components
1. Survey Designer
The Survey Designer provides an intuitive interface to create tailored feedback forms.
Drag-and-Drop Question Types: Supports standard question types alongside core CX/EX metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), 5-Star Ratings, and Smiley scales.
Conditional Logic: Configures logic rules to show, hide, or require specific questions or pages based on previous respondent answers.
Multi-Language Translation: Translates survey content on the fly and exports/imports language files to support global or multi-lingual locations.
Custom Branding & Styling: Customizes survey themes, colors, and organizational logos to deliver a branded experience.
Roll-Up Categories: Categorizes survey questions into overarching measurement areas for simplified reporting and operational tracking.
2. Survey Distributions
Survey Distributions manage how and where your feedback forms are published across digital and physical touchpoints.
In-Location Kiosk Hardware: Deploys surveys directly to physical Benbria kiosks, including Loop Blissful, Loop Elegant, Loop Nugget, and Loop Walley.
QR Codes & Contactless Engagement: Generates dynamic QR codes for print materials (e.g., tent cards, posters, pull-up banners, stickers).
Digital & Direct Outreach: Distributes survey links via Email, SMS, Web Chat, or directly within mobile applications using the Loop SDK.
3. Survey Actions
Survey Actions automate follow-up workflows based on real-time feedback submissions.
Automated Ticket Creation: Automatically creates a ticket in Ticket Management when negative feedback or low metric scores are submitted.
Instant Email Alerts: Triggers immediate email notifications to designated department leads or frontline staff.
Start Inbox Conversations: Initiates a direct two-way conversation in the Unified Inbox for immediate customer follow-up.
Third-Party System Tasks: Pushes webhook tasks to external enterprise platforms (such as CRMs or PointClickCare) to close the loop externally.
4. Action Plans
Action Plans enable teams to build structured, step-by-step remediation plans directly inside a Survey Project to drive operational goals.
Focus Areas: Aligns specific corrective actions with established survey categories or operational focus areas.
Ownership & Due Dates: Assigns clear task ownership to team members with target completion dates.
Collaboration & Tracking: Tracks status progress (Not Started, In Progress, Complete) and records internal comments and status updates.
5. Survey Insights
Survey Insights delivers built-in, real-time reporting and analytics dedicated specifically to the performance of a given Survey Project.
Metric Score Panels: Provides visual score cards and trendlines for core CX metrics, including NPS, CSAT, CES, 5-Star Ratings, and Smiley scores.
Question-Level Analytics: Displays detailed breakdowns and response distributions for individual survey questions and roll-up categories.
Filtering & Time Comparisons: Filter results by date range, touchpoint, channel, or specific physical locations to compare performance across shifts or timeframes.
Exporting & Sharing: Export visual insights charts or schedule automated report digests to share feedback performance with key stakeholders.
7. Survey Responses & Response Feed
Survey Responses provide direct access to raw submitted feedback.
Real-Time Feed: View incoming responses chronologically as they are submitted across all deployed channels.
Filtering & Search: Filters live responses by location, channel, touchpoint, score threshold, or specific CX metric.
Data Exports: Exports response records into CSV, PDF, or image formats for reporting and stakeholder presentations.
7. Survey Settings
The Survey Settings tab manages the overall project administration, visibility, and governance.
Project Naming & Folder Assignment: Organizes survey assets into structured private or shared folders.
Location & Touchpoint Mapping: Links the survey to specific physical locations, channels, or hardware devices.
Anonymity & Privacy Controls: Configures whether contact information is required, optional, or fully anonymized for respondents.
š” TIP: Combine Survey Actions with Ticket Management to automatically assign high-priority recovery tickets to department leads whenever a customer submits a score below your threshold. ā ļø NOTE: Survey Project visibility and edit rights depend on folder permissions and location access levels assigned in Admin / Settings.
Frequently Asked Questions (FAQs)
Q: Can a Survey Project be deployed to multiple physical locations simultaneously?
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A: Yes. Survey Projects can be mapped to individual locations or broadly published across an entire regional location hierarchy in Survey Settings.
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Q: What is the difference between Survey Actions and Action Plans?
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A: Survey Actions are automated, real-time triggers that execute instantly upon survey submission (e.g., generating a ticket or sending an email). Action Plans are long-term, step-by-step operational task lists managed by staff to address broader quality or compliance goals.
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Q: Can respondents complete surveys anonymously?
A: Yes. Administrators can toggle contact collection requirements in Survey Settings to allow total anonymity or collect submitter details for personalized follow-up.