Satmetrix FAQs

How to fix the error "This Question label is already in use", that may come up while publishing a Live survey? At times, we may come across the error “This Question Label is already in use. Please provide a unique label“, as shown below. This usually occurs when we try to publish a Live survey or use the ‘Validate’ button to validate the recent changes we have done in the Live survey. Root cause: This error usually comes up when one of the question labels in the survey we are trying to publish is already being used in another survey. According to the product design, a survey cannot be published if it does not have a unique question label. All we need to do is to find the other survey where the same label is being used, and decide which question label that needs a change. Most of the times, it is easy to find the other survey where the same question label is being used: A ‘Draft’ survey which is still not Live. Most Common cause: Here is the background on this: When a first survey is created in an enterprise, the default question label for LTR question is ‘Likely to Recommend’. Usually, we do not tend to change the question label when a survey is being created for the first time in an enterprise. But at a later stage, when we try to create a second survey, the default question label of ‘Likely to Recommend’ will be used for this survey as well until we change it. This error occurs if we try to publish the changes made in the first survey which is Live, while we already have the same question label existing in the second survey which is still in Draft mode. In this situation, it is most appropriate to change the question label of the second survey, which will resolve the issue.

Roles define privileges users have in NICE Satmetrix. After creating roles, you need to assign role to users to define their privileges. Role Assignments page in NICE Satmetrix lists all existing role assignments. The page shows the Username, the role assigned, effective start date, the services (features/pages) to which the role has access to, and the data security applicable. You can also set up attribute based data restrictions for users from this page. Data restrictions make sure that users only have access to data that is relevant to them. The contacts of a survey belongs to three accounts - APPLE, DELL and IBM. Let us say you have three separate Account Managers to take care each account. The Account Manager for APPLE only needs to view data related to APPLE. After you have setup data security, the Secure By column shows the attribute by which the data is secured and also the value. E.g. continuing from the above example - Account, APPLE. Attribute based data restriction is applicable only if do not have a functional hierarchy set up. Assigning Roles You can assign roles from Role Assignments page. You can assign a single role to a user at a time. To assign a role to a user, Click Page level options > Add Role Assignment. You will see the Add Role Assignment window above the user role listing. Click the drop down arrow on the text field against Select User. You will see the list of all usernames corresponding to all users in the application. Click on a username to select it as the user to assign the role. Click the drop down arrow on the text field against Select Role. You will see a list of all roles created in the application. Click on a role select it as the role assigned to the user. Set the Effective From date with the calendar option against the field. The Effective From date is the date from which the role assignment is active. Set the Effective To date with the calendar option against the field. The Effective To date is the date until which the role assignment is active (applicable only if functional hierarchies are set up in your Enterprise). If you have a functional hierarchy set up for your Enterprise, user's data restrictions will be based on the hierarchy set up. The Assign security tab will be hidden, and steps 6 - 12 are not applicable. Assign security from the Assign security tab. Click Add rows in the Assign security tab to create a new row, where you can enter details of security applied. Click below the field Secure By Data to enable the drop down values for the field. Click on the drop down arrow to view the list of attributes by which you can secure data with. Click on a listed attribute to set is as the attribute to secure data with. (from the example at the beginning, here is where you specify that you wish to secure the data by the attribute Account). Only those attributes which are enabled for data security are available in the drop down. Further only attributes relevant to the privileges associated with the role chosen will be displayed in the drop down. E.g. To view data related to any of the Accounts, you need an Account view privilege, which is chosen as a privilege associated with the role while creating the role. Click on the drop down arrow to view the list of values applicable to the data securing attribute chosen before. Click on a value to select it as the value by which data will be secured. ALL is the default option available as a Secure by value. Select the option ALL if you do not intend to restrict user's access to data. When you select ALL, it implies that the user has access to all data displayed pages that he/she has access to. Click below the field Value to enable the drop down values for the field. Click on the drop down arrow to view a list of values corresponding to the attribute chosen before. Click on a listed value to set it as the value to secure data with. (from the example at the beginning, the drop down here should display the Accounts available, APPLE, DELL and IBM. Select APPLE to specify that user's access is limited to data related to APPLE.) Click below the field Effective To to enable the calendar icon, with which you can set effective end date for the data security setting. Click Save when done. After you have successfully saved the role assignment, you will see it listed in the Role Assignments page. Deny Access to a Data Set You can use the Deny Access check box to deny user’s access to data related to a specific data set. From our example at the beginning, if you wish to deny access to data related to the Account APPLE, you can select Account as value for Secure By Data, and APPLE as the Value, and check the Deny Access check box. But denying access to an attribute does not mean that the user will have access to data related to other values for the same attribute. For example, when you deny user’s access to the Account APPLE, it does not mean that he/she will by default have access to data related to DELL and IBM. For the deny access option to be effective, you need to also specify the data sets that the user will have access to. In our example, let us say you want to deny user’s access to the Account APPLE, while the user has access to data related to DELL and IBM. To implement this, you need to create a row in Apply security tab denying user’s access to data related to Account APPLE. Along with his, you also need to create two separate rows, one each for DELL and IBM to allow the user’s access to data related to these accounts. Other alternative to achieve this is to grant the user access to the entire data set by creating a row with ALL as the Secure By Value, and adding a deny access row for a specific attribute value. In our example, you need to add a row with ALL as the Secure By Value, and add another row with Secure By Value as Account, APPLE as the Value with Deny Access option checked. Deactivating a Role Assignment After you have created it, you cannot delete a role assignment, you can only deactivate it. Deactivating a role assignment means that the user will no longer have the role specified in the role assignment. You can deactivate a role assignment by changing the Effective To date of data security assignments in the Assign security tab. Change the date of all data security assignments to the date on which the role assignment has to end. Editing a Role Assignment You can edit an existing role assignment from this page. Click edit in Action column against the record to edit. You will see the Edit Role Assignment drop down below the row. Make required modifications. You cannot edit Service privileges associated with a role, as they are predefined for a role. Deny access: Check the option to deactivate a role. Apply security: You can use the Apply security box to set data security for the role. Data security implies that data that the user has access to is limited to the scope of their role. E.g. Account Manager role can be secured by region, so that an Account Manager for East only has access to data related to East region. The default is ALL which means data security is not applied. Click on the row below Secure by (with ALL) and click the drop down arrow to view all attributes that can be used to secure data by. Click on an attribute to select it as the attribute with which data is secured, and enter the value of the attribute below Value. Use the check box against Exclude To exclude privileges in the role assignment.

How do I export the original comments submitted by the survey respondents in the respective survey language? As we are aware, we have the ability to translate the original comment to any language within the Full Survey Details page, or by importing the translated comments. When we translate the comments, the original comments will get over-written by the translated comments. And the original comments will not be displayed anywhere in the application thereafter. A new feature 'Add Comments in Survey Language' is added in the Scheduled Exports page helps us in exporting the original comments that were submitted by the survey respondents in the respective language, along with the translated version of the comments. Below steps will help you in getting to this option: Navigate to Admin > Imports & Exports > Exports Click on 'Create Report' and choose 'CSV' Once you name your export, add the 'Response Details' chart. Apply your specifics on the chart, and click on 'Export' from the top right-hand side. Add the necessary columns and select 'Add Comments in Survey Language' Set your export frequency and save. Once you receive the export, you should be able to find a column header which has a suffix '_inSurveyLanguage'. Values you have entered in the respective language will be available here for reference. The below screenshots will help you identify the section to be enabled for the export.

You can configure the security setting, such as log in credentials, password complexity, etc., language and themes for all the users of the application. The Preferences page lists all the configurable settings available for your company, with details of settings, last modified date and person who made the modification, and the effective start and end dates. The page, just like other list pages has a host of flexible list management options detailed in Overview of list pages. Locale Settings Locale settings offer options to configure the users’ location specific settings like Timezone, Date, Language etc. The users can also set the locale settings that are different from default company locale settings. You can change the following from Locale page: ? Time Zone: Sets the Time Zone applicable to all users in the application. Click the drop down arrow against to view available time zones. The default time zone is (GMT-08:00) Pacific Time. ? Language and Locale: Click the drop down arrow to view available language options. Default value: English (United States). ? Date Format: Click the drop down arrow against to view available date formats. Default value: yyyy-mm-dd (2009-27-09). ? Time Format: Click the drop down arrow to view available time formats. Default value: HH.mm.ss ? Name Format: Click the drop down arrow against to view available name formats. Default value: First Name Last Name. Security Settings Security Settings control the log-in related security options available to users. ? Password Complexity: Sets the characters that can be used in a password. Select a complexity option from the drop down. ? Security Seal Image Name: Applicable only if Seal Image is enabled for logging in. Select an image from the drop down to set it as the seal image. ? Security Minimum Password Length: Sets the minimum number of characters that should be present in a password. Select an option from the dropdown. ? Security Password Expiration in Days: Sets the password expiration period in days. Select an option from the dropdown. After the expiration period, the user will need to re-set the password to access the application. ? Security Question and Seal Image Enabled or Not: By default, the user only needs to provide their username/email address and password while logging in. You can optionally add Security Question and Seal Image to the log in process for enhanced security. Select Yes from the drop down to enable both options in log in. ? Number of Passwords to be Remembered: Sets the number of passwords that the application will remember. When resetting their passwords, users cannot re-use a password that the application remembers. ? Number of Consecutive Failed Login Attempts: Sets the maximum number of consecutive invalid log in attempts users can make before their password is locked. When a password is locked, the user has to wait for 30 minutes before they can attempt to log in again. ? Session Timeout in Minutes: For security reasons, the application automatically terminates a user’s logged in session after a specific period of inactivity. Select the period for the session time out from the dropdown. System Settings System Settings displays all the customizable general preferences in the application. This includes: ? Maximum records allowed in a file for upload from the Sample Files page (Cannot exceed 20,000): Sets the number of respondent records in a file that you can upload using the Sample Files page. This can be any value between 10000 and 20000 (both inclusive). If the number of records exceed the limit, the file will be queued for import. ? Hours Before System Automatically Refreshes Dashboard Charts: The charts on the dashboard are not refreshed every time users open their dashboard. Users can refresh the charts with the chart and tab level refresh. If users do not refresh the charts, the system automatically refreshes them after a specific period. Use this field set the time period for system refresh. Note: Set the cache expiration time to zero to refresh the dashboard data every time a user logs in and views the dashboard. Run the Dashboard Cache Clear Job after you have reset the Cache expiration Time to ensure that any company level changes are properly reflected in the Dashboard. ? Group by Answers: By default, you can group the data in charts by answers other than comments (e.g. Satisfaction Comments) and scales (Recommend score, Satisfaction Score, Importance Score and any Calculated Indices). Set the value to Custom to allow custom answers in group by. ? Export Comment Tags from Survey Details Chart: By default, the Survey Details chart does not show any comment tags in Table view. Set the value to YES to show them in the chart’s Table view and include them in data exported from the chart. ? Do you Want to Restrict the Domains to Which Emails are Sent?: You can restrict the domains (e.g. yahoo.com, gmail.com) to which emails are sent. By default, the value is set to No, which means emails will go to all domains. Set the value to Yes to implement domain restriction. ? Domains to be Included (Enter Domains Separated by Commas): This field is relevant only when you have opted to implement domain restriction. Specify the list of domains to send emails to. You can enter multiple domains in the format abc.com, separated by commas. ? Mobile Survey Enabled?: If mobile survey is enabled, the survey will be formatted to fit the mobile interface for better user experience when it is rendered. This is set to No by default. Note: Setting this option to Yes will NOT enable all your surveys for mobile survey. After this is set to Yes, users need to select the questions to show on mobile from the Survey Designer. ? Maximum Questions in a Mobile Survey: This sets the maximum number of questions that you can have in a survey design that is enabled for mobile survey. The default is 5. ? Minimum Questions in a Mobile Survey: Sets the minimum number of questions that you can have in a survey design that is enabled for mobile survey. The default is 1. ? Target Days to Close Minor Action Items: Days to complete a follow-up action depends on the severity associated with it. You can set three levels of severity for a follow-up action. Use this to set the number of days to complete a follow-up action with the severity Minor. ? Target Days to Close Major Action Items: Sets the number of days to complete a follow-up action with the severity level Major. ? Target Days to Close Critical Action Items: Sets the number of days to complete a follow-up action with the severity level Critical. ? Most Recent Categorize Survey Comments Job: The Categorize Survey Comments job picks up and sends comments to the comment categorization engine. This shows the last time comments were sent for categorization. ? Most Recent Classify Survey Comments Job: The Classify Survey Responses job categorizes response based on the classification rules and schemes. It is an automated process that runs at regular intervals. This field gives the last time Classify Survey Responses job was run. Any response received after that time will only be categorized in the next run. ? ESP Provider Type: ESP stands for Email Service Provider. This field shows the email service provider whose service NICE Satmetrix utilizes to deliver emails. ? Use Description Instead of Name for Survey Answer Options: You can add a name and a description for answers when you are creating them. You can use this field to specify whether you can use the name or the description of the answers when you use them in a survey. By default, it is set to NO, which means you can only use the Name of the list of values in the survey. ? Classify Survey Comments Batch Size: The response received is processed by an automated process, and for performance reasons, the response is processed in batches. You can set the batch size here. Enter whole numbers greater than zero. The maximum batch size is 3000. ? The Comment Categorization Engine Created Project Folders: Specifies whether separate project folders are created by the comment categorization engine to process comments from each survey. ? Switch for Making Import as Insert into Only: During import, the application checks existing data in the database and updates/creates records only when necessary. Set the value to Yes to skip the check and make imports faster. When you set it to Yes, the application creates or updates the database for all records in the imported file. ? Contact Token Expiration Time Considered or not: The survey link that a contact can use to access the survey is valid only for a specific period, starting from the date the invitation was sent. This option specifies whether the system will consider only days or both the day, hour and minutes to deactivate the link. If set to TRUE or not set, the system considers the time to the minute to deactivate the link. If this option is set to FALSE, the system only considers the day for deactivation. For example, the invitation was sent out on 7/20/2012 at 14:30, and the link is only valid for 10 days. If this option is set to TRUE, the link will expire on 7/30/2012 at 14.30, and if set to FALSE, the link will be valid till midnight of 7/30/2012. ? Primary Support Email Address: The email address used for customer support. System generated email communications (e.g. alert emails, success/failure notifications etc.) is sent out from this email address. You can also include it as the address for customer support in communication sent to customers (e.g. Invitations, Reminders etc.). ? Account Manager Response Notification Record Limit: Account Manager Response Rate Notification is an email sent to Account Managers notifying them about the response rate for a live survey. This field sets the maximum number of records displayed for each response category in the email. ? Enable Export Reports by JRXML: Specifies whether you can export Jasper reports from the application. This needs to be enabled by license. ? Offer from Email Address: The address from which the discount offer for promoter mobilization is sent. The default address is [email protected]. ? Manual Action Item Assignment Enabled: A person with required privileges can change the follow-up action owner. By default, the application notifies both the original and the new follow-up action owner on the re-assignment. Set the option to NO, to specify that these notifications should not be sent. ? Enable Powered by NICE Satmetrix Logo: If set to Yes, this adds the logo Powered by NICE Satmetrix in all surveys when it is rendered. ? Alert Unsubscription Notification Enabled: When you are creating a notification alert, you can add a list of people who will be notified on the alert. The system sends an email to users when they are removed from the notification list. Set this option to NO to stop sending the notification emails. ? Company Filter is Mandatory in Organization View Chart: For performance reasons, we recommend users to filter Organization View chart by Company. If this option is set to TRUE, the user will be prompted to set the company filter to view the chart. If set to FALSE, the system will load the chart with data for all available companies. ? Custom Label in Survey Details Report: You can enter your custom label to replace the default label for Averages in survey Details report in this field.

If you are looking for the Facebook social posts to go directly to a specific page and not the customer's home page, we currently do not have the ability to do so. As per the Product Design, we cannot control this action from the survey respondent to hit a different site other than his Facebook home page. However, we have another method to share these comments in bulk to any specific website. We can do this by creating a 'Comment Stream' and sharing it online through different channels. A 'Comment Stream' is a list of comments from a given set of contacts. As you look at your charts, you can open the comment stream by clicking on 'Comments' to view the primary comments and primary scores from the customers who gave you this data. Once you create a Comment Stream, you will have the option to share it online using the below options: Share the stream on your Facebook fan page Share the stream on your website Share the stream using a link More detailed information on this feature is available in the online article below: https://satmetrix.desk.com/customer/portal/articles/2745519?b_id=14751

Please follow the below steps to add more users to existing scheduled report. 1. Go to Analytics and Create a New Dashboard by clicking “Add Dashboard” sign as shown in the below image1. 2. Add Response Detail Chart (See Image 2) 3. Click on the filter funnel and click display settings (See Image 3). 4. Click “Configure Table Columns” Link (See Image 3). 5. Add or remove the Column by selecting from Available or Selected Columns (See Image 4). 6. Click Apply Image 1. Image2 Image3 Image4

How to Export Detractor Responses (Respondents who scored less than 6 (0-6) We can take an Export of all the Detractor Responses (Score 0 – 6) by adding the Response Details chart with the Filter operator as “NPS Category' Equals ' Detractor '” Please find the Steps to Export the Detractor Responses – 1. Log in to the system 2. Click on the Analytics(+) icon to add the Dashboard 3. Search for the Chart “Response Details” and add them to the Dashboard 4. Click on the filter funnel and use the Filter operator as “NPS Category' Equals ' Detractor '” 5. You can click on Display settings and select “Configure table Columns” to select all the Available Columns to the selected columns so that all columns are in the Exported file. 6. Click on Apply and close 7. Now click on the Export icon and choose Download CSV. Screenshots below for the reference - This will download the file with all the Responses who scored less than 6 (Detractors) >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> If you need a Weekly or Monthly report, you can create a Scheduled Export to generate the file with the Responses who have scored less than 6. We have a filter named 'NPS Category’ Steps below - 1. Log in to the system. 2. Go to Admin > Import and Exports > Exports 3. Create Report > CSV 4. Add a Response Details Chart 5. Use filter 'NPS Category' Equals ' Detractor ' and also we can filter the Survey Name if required. 6. Click on Export and Schedule the Frequency as “Weekly" or “Monthly” Also choose all required fields in the File. 7. Enter the Start date from when the Export has to be triggered 6. Add the users who should receive the Export. This will trigger the Invite every week or month with the Responses received and who scored less than 6 (Detractors). Refer to the attached screenshots for your reference. Please let us know in case of any concerns. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

How to add additional users to existing scheduled export? 1. Admin 2. Imports & Exports 3. Exports 4. Click on gear icon of export and click Edit as shown in the below image1 5. Click Export on top right corner as shown in the below image2 6. Add users to To and CC list by typing their email address 7. Click done to save the changes made the Report Image1. Image2. Image3.

Where do I find the reports / CSV export files generated by the Scheduled exports? As we are aware, we can create Scheduled Exports (Custom Report) through Admin --> Imports & Exports --> Exports page. When a scheduled export is processed, the application generates the data file and saves it in a specific folder at the SFTP location set up for your Company. Here are most common pages where the Exports are scheduled from, and the Export File Location where these export files are stored: Survey Invitation Status datafbkProviderout Survey Responses datafbkDataout Response Details chart in Analytics datafbk_data.reportout Net Promoter chart in Analytics data

ps.reportout Please note that the Folder Name, File Name Prefix, and Folder Location make it easy to locate the exported file at the FTP location. Here is an illustration of the details found under the ‘Advanced Settings’ page in a Scheduled Export: Folder Name: The name of the folder at the FTP location where the exported data is saved. File Name Prefix: The prefix added to the name of the exported file. Export File Location: Shows a sample FTP path, which you can use to locate the exported file. It can sometimes be difficult to locate the exported file at the FTP location, especially when there are many exports scheduled for the same data. You can use the Folder Name and File Name Prefix options in the Export Settings window to locate the data that you have exported. The application creates a custom folder at the FTP location with the Folder Name you have given and adds the file name prefix you have specified to the exported file. You can check the folder name and file name prefix in the sample folder location shown in the Export Settings window.

The reports that summarize response data are driven by customer’s answers to questions in the survey. These questions show up in reports as data labels in charts, table views, and data exports. You can use the Report Labels page to manage the display labels of survey questions in the reports. The page shows the names of questions from all approved surveys in the application. You can modify the name of a question to make it more understandable to users viewing the reports. The page only shows questions from approved surveys. Any new questions added to an approved survey will not appear in this page. You can use the create report label option to change the label. Editing the Report Labels Click edit on the row for the report label you want to modify. The Edit Report Label section appears below the row. Use appropriate filters to find the report labels to edit. You will see the following: Internal Name: Unique internal name for the survey field relevant to the question Original Label: The display name of the survey field relevant to the question. Current Label: The name of the question as it is shown in reports. By default, the text in the original label is shown in this field. Current Label is the only editable field. Modify the text in Current Label. Click Save when done. After you have saved your modifications, you can view the new label on the list. You will see the changes in the relevant reports after the reporting database has been updated with the newest changes. The reporting database is updated regularly. The frequency of the update depends on your Company preferences, and there could be delays in viewing the updates in reports You can use the export and import options for bulk update of report labels. Use Page level options > Export to export the labels in CSV format. Make the required modifications in the CSV, and import it back using Page level options > Import. Creating a Report Label You can use this option to edit the labels of questions which are not listed in this page. A few cases where you might need to use this option are to change the labels for questions: Added after approving the survey Questions created using custom indices Existing questions which has collected data in one context, but used in a different context now You can use this option only if you know the Internal Name and Original Label of a question. To create a Report Label: Click Page level options > Create Report Label. Enter the Internal Name and Original Label of the question. Enter the new label to display in repots in Current Label. Click Save when done. After you have saved the question with the new name, you will see it listed on the page. You can take up any further update to the report label from the Report Labels page. Data Management All list pages in NICE Satmetrix supports flexible list management options to efficiently manage the data listed. You can filter, sort, export and share the data listed and show/hide columns in a list. You can find more details on the list management options in Overview of list pages.

What steps do I take to ensure that the Email Invitation gets delivered to the inbox, and not get stuck in the SPAM / Junk Folder? Most email systems have "spam" filters to block unsolicited "junk" email from various sources. These filters assign a spam score based on a variety of factors. To ensure that the Survey invitation emails going out from Satmetrix will not be blocked, we need to use straight-forward language, text colors, and formatting. You can avoid common mistakes by doing the following: • Do not use all capital letters. • Do not use too many exclamation points. • Use a straight-forward message for your subject. Avoid spam trigger words such as 'Free' or 'Money' in your subject line. • Don't try to encode HTML in your message. The message you write will be automatically converted to well-formed HTML. • Minimize the number of links in your email. • Always keep the Unsubscribe link visible in your email footer. This is required by law. Satmetrix strongly recommends the invitation text to be tested in a free online tool such as http://spamcheck.postmarkapp.com before going Live. Spam filters are revised regularly as spam marketers change their tactics. So we need to monitor our response rate and email invitation reports. If the deliverability metrics decline, you may want to retest your invitation text again in the online tool to see if you need to modify it.

The Failed Jobs page shows the instances of the following scheduled jobs that failed in the last 30 days: Process Data Export Files Update Data Warehouse (ETL) Preprocess Data Import Files Process Data Import Files Send Survey Invitation and Reminder Emails You can use the filter field End Time to view failed jobs older than 30 days. You can monitor failed jobs form this page and take immediate corrective action. Viewing the details of a Failed Job Click the + next to a failed Job to view the error details in the row expander. Reviewing a Failed Job Failed Jobs that are not reviewed will show N in the Reviewed YN column. Click on the link to open the review comments window. Enter your comments and click Save. The review comments link will change to Y and will be disabled after you have saved your comments. Your saved comments will show up in the review comments column.

Communication templates are predefined, formatted content that you can use for your email communications. In NICE Satmetrix if you have required privileges, you can create and edit email templates for internal communications (users within your company). For example, alert emails. After creating a communication template, you can use it as the email template for your outgoing emails from the relevant application page(s). For example, create an alert email template from Communication templates page. Next time when you create an alert from Alert set up page, you will see the email template listed in the Template drop down. Creating a Communication Template To create communication template: Click Page level options > Add Communication Template. You’ll see the Add communication template window above the listing. Enter/select following details in the window: Template ID: Shows a system generated unique internal identifier for the template you are creating. You can edit and rename it. Display name: Name of the communication template as you would see it in the application. Communication related to event: Select the event to associate the communication template you are creating. The drop down lists all events for which you can create templates for. Public: Check the option to create a public template (refer the separate section Public for details). Digest: Check the option to create a template for digest emails (refer the separate section Digest for details). Active: A template should be active for you to use it in the application. The template is active by default. You can un-check the option to disable the template. Subject: Subject of the email message. Message: Upload file with message body of the email. You can upload the message of the email as a UTF-8 encoded HTML file or as a text file. Click Save when done. Essential Descriptions Digest For emails of a recurring nature (e.g. alert notifications), you can opt to receive them as daily digests where alert emails for the day is collated at the end of the day, and sent as a single email. The digest emails have a different layout and content, and by checking the Digest box, you can specify that you are creating a template for digest emails. Public A public communication template will be listed as one of the available email templates for users with appropriate privileges can choose from, in all relevant features (e.g. alerts, survey invite etc). You can check the Public option to make your template a public one. When the Public option is not selected, the communication template will only be available for the person who created it. Actions in the page You can edit, view or download the message of an existing communication template from the communication templates list page, from the relevant options in the column Action. Edit a communication template Click on the edit link against the communication template you wish to edit. You will see a drop down below the row, where you can make required modifications. Click Save when done. View message Click on the view message link against a communication template to view the message. You’ll see a pop up displaying the message associated with the chosen communication template. You can click on X at the top right of the pop up to close it once you have viewed the message. Download message Click on the download message link against a communication template to download the message associated with it. You’ll see an open/save dialogue box. Opt to open or save the downloaded file.

Data import settings are configuration options used by the system for automated data import process. For example the file name, formats, the person to be notified when the data import is successful/failed, the location of the designated folder etc. This page displays all the import settings created in the application for your enterprise. To import files from a designated folder For automated data import, upload the file to be imported to the predefined folder on NICE Satmetrix server. NICE Satmetrix processor scans the folder regularly, and when it finds a new file it will automatically initiate the import process. Prerequisites for data import from designated folder Entities for import: You can only import data for an entity that is import enabled. You can enable import on an entity while setting up the application. Designated Folder: The data to be imported should be uploaded in the predefined folder. File Name: The name of the imported file should follow naming conventions. File Format: The file to import should be either in XML or CSV format.

Most of the entities and attributes required for the basic functioning of the application are pre-defined at the time of registration. For example, a Contact’s email address. If you have specific requirements, you may create custom attributes (mostly related to contact or survey). For example, a contact’s job title or product satisfaction, the attribute to store the satisfaction score of one of your products. If you have the required privileges, you can create custom attributes from the Attributes page (Admin > Surveys > Attributes). An attribute does not have an existence by itself - it lives in the context of the Entity with which it is associated. In other words, the attributes need to be mapped to the database under a certain entity before you can start using them. Attributes that are predefined in the application are already mapped. But since custom attributes are newly defined, you need to map them before you can start using them. If you have required privileges, you can establish the database mapping from the Attribute Mappings page (Admin > Surveys > Attribute Mapping) For example, to create an attribute to store data on the Job title for contacts, create the attribute Job title from Attributes page, and link it to the entity contact from Attribute Mapping page. You need not map attributes created to capture response values (survey questions and attributes created to be associated with survey questions), as they are automatically mapped to the entity Feedback. Creating an Attribute To create an attribute: Click Page level options > Add attribute. You’ll see the Add attribute window above the listing. Enter/select following details in the window: Attribute ID: Unique internal identifier for the attribute. Attribute IDs of all custom defined attributes have the prefix CX. The field Attribute ID is pre-populated with CX to facilitate this. Display name: Name of the attribute as you would see it in the application. Description: A brief internal description for the attribute. Data type: Defines the type of value that the attribute stores. If there is a list of values associated with the attribute, select a data type relevant to the items in the list of values. For example, the recommend score is always a number. So select Number as the data type for the attribute to store recommend score. Sequence Number: Defines the logical sequence number for the list of attributes for an entity. It is not a mandatory field Active: An attribute is active by default, which means it is available for use in the application. You can un-check this option to disable the attribute. Enabled for surveys: All survey questions (defined to collect data from contacts) are associated with an attribute. For example, the question to capture the satisfaction of a product is associated with the attribute product satisfaction. Select this option if you wish to associate the attribute with a question. Click Save when done. After successfully saving an attribute, you will see it listed in the Attributes list page. Editing an Attribute To edit an attribute, click edit (under Action) against the attribute you wish to edit. You’ll see a drop down below the row, displaying details of the attribute. Edit required details, and click Save when done. The editable fields are: Display name Active Data management All list pages in NICE Satmetrix supports flexible list management options to efficiently manage the data listed. You can filter, sort, export and share the data listed and show/hide columns in a list. You can find more details on the list management options in Overview of list pages.

Customers' comments are a valuable source of information. They describe in plain text what is working out well and what is not, the problems they face and areas of improvements. You can read these comments and categorize them to gain better insight into customer behavior. The Comment Categorization Engine automatically tags your survey comments with tags and sentiments eliminating the need for time-consuming manual tagging. The Comment Categorization page is where you can configure the settings for comment categorization. The settings are configured based on the license terms for your Company during registration. This will be a read-only page after the registration is complete. The following settings are configured in this page: Industry: Select the industry from the drop down. If you have specified an industry in the Company page, the details are auto-populated here. This information helps the engine to categorize comments based on available industry specific information. Automatic Categorization: Specifies whether automatic categorization is enabled for your Company or not. Sentiment Categorization: Specifies whether comments are also categorized based on the sentiment associated with the comment. Effective From: The date from which the comments are auto-categorized. Comments received prior to this date will not be categorized by the Comment Categorization Engine. Comments that already have a tag associated with them are not taken up for automated tagging. Access Code: The unique access code for the Company to access the Comment Categorization Engine. Languages: You will see all the languages supported (as per license) in the Supported Languages box. Select the language you want from the box on the left and use -> (right arrow) to move them to the list of selected languages. To remove a selected language, select the language in the selected languages box, and use (right arrow) to move the selected tags to the box on the right. Select Question. Find the questions related to Satisfaction with the Support team's performance. Type in a few words in the text box to see the list of matching questions in the box on the left. To select questions, click on a question (use ctrl + click to select multiple questions) and use -> (right arrow) to move them to the box on the right. To remove tags/questions, select them from the box on the left, and move them to the box on the right with Edit on the record. The Edit Tag Group window opens below the selected row. Make the required changes in the window (refer to step 3 in Adding Tag Group for details). Click Save when done. When you edit a Tag Group that is used by the Comment Categorization Engine, the status changes to Provisioning Pending. You'll need to re-provision the settings before the comments can be categorized again. Step-3: Re-provision the new comment categorization settings Re-provisioning ensures that the changes that you made in the comment categorization settings are communicated to the Comment Categorization Engine. After re-provisioning, the Comment Categorization Engine trains itself on tagging the comments with the newly added tags. To re-provision the settings: Click Reprovision button at the top right of the page. The system communicates the updates to the comment categorization engine. Status of Tag Groups Tag Groups can have the following statuses: Not Initialized: shows that the Tag Group is newly added, and is yet to be provisioned. Training: The Tag Group is provisioned, and the Comment Categorization Engine is learning to tag the comments with the tags. Production: The Comment Categorization Engine has started tagging comments with relevant tags. Provisioning Pending: indicates a Tag Group which was in production, that was modified. These Tag Groups need to be re-provisioned before the comment categorization engine begins to use them again. Other Options Translate Tags You can translate the tags from the Tag list tab. Click the Tag List tab to view the tag list. Click the language column for a tag to open a text area where you can enter the translation for the tag. Click Save to save the translations. You can only translate the tags to system languages enabled for your Company. The Tag List will show all enabled system languages. You will see tags in the primary language where translations are not available. Remove Tags You can remove a tag from the Tag List tab. Find the Tag you want to remove. Click Actions > Remove on the record to remove the tag. You need to re-provision the settings after you have removed a Tag. Remove a Tag Group You can remove a Tag Group from the Tag Groups tab. Find the Tag Group you want to remove and click Actions > Remove. Click Ok in the confirmation box. You need to re-provision the settings after you have removed a Tag Group.

A classification scheme enables you to group answers into classes or categories. This is useful when you want to combine your scores into meaningful groups which make it easy to understand and interpret answers. Classification schemes provide a way for you to group classification rules under one scheme, which can then be applied to the data in reports. You can also assign colors that display in the charts to provide visual clues for the classifications. Once you create a classification scheme, must create classification rules, which specify the conditions for the classification. See Classification Rules. After you create a classification scheme, you can apply it to the data in the following reports: Follow-up Action Aging: You can apply the Classification colors to the individual response based on the selected Classification and attribute. Note that although the classification scheme colors are applied, the data does not get grouped into categories because the view is at the answer level. Organization view: You can apply the Classification colors to the individual response based on the selected Classification and attribute. Note that although the classification scheme colors are applied, the data does not get grouped into categories because the view is at the answer level. Performance: You can apply the classification scheme to the data. The application changes the chart view from an average response view to a percentage of response view. Creating a Classification Scheme To create a classification scheme: Click Page level options > Create Classification Scheme. Enter the following details for the classification scheme: Scheme ID: Enter a name that will be used internally. This field is required. Name: Enter the name for the classification scheme that will display for users. Description: Enter a description of the classification scheme. Click Add row to begin adding classification rules to the Classification scheme. Classification rules must be created before they can be added to a Classification scheme. Enter/select the following details for each row: Sequence Number: the sequence in which the Classification category is displayed in reporting. For example, the typical order for NPS is Promoters, Passives & Detractors. Classification: the name of the associated classification rule. The name will be the display name of the classification category in reporting. Style Name: select the style from the drop-down list. Continue adding rows in this manner. There is no limit to the number of rows you can add. You can remove a classification by clicking on the X next to the row. Click Save when done. To edit a classification scheme: In the Action column next to the Classification scheme, select Edit. You can edit the following fields: Display Name: change the name that is displayed for users Description: change the description of the classification scheme Active: Check/uncheck the option to activate/deactivate the classification scheme. Uncheck the option to disable a classification scheme, so that it no longer displays for users Classifications: you can add classifications. Click Save when done. Data Management All the list pages in NICE Satmetrix support flexible list management options. You can filter, sort, export and share the data listed and show/hide columns in a list. You can find more details on the list management options in Overview of list pages.

Classification rules are used in conjunction with classification schemes to categorize ranges of scaled answers into groups, e.g., promoters, passives, and detractors, and allow you to configure the conditions by which data is classified on a report. For example, you can create a classification rule for a metric, such as recommend score, and a range such as from 0-6, and name the rule Detractor. You then indicate the attribute to which the classification rule can be applied, for example, likely to recommend. You can then group individual rules and assign colors to the rules in a classification scheme. This enables you to translate performance scores into distinguishable classes which are easy to understand and interpret. For more information see Classification Schemes. Creating the Classification Rules To create a classification rule: Click Page level options > Create Rule. Enter the following information: Entity: for this release you must always select Survey Response. Rule ID: enter an internal name. No spaces are allowed. Name: enter the name for the classification rule that will display for users. The Classification rule name appears in the Classification scheme creation page. In reporting it appears as a label. Description: enter a description of the classification rule. Enter the first condition for the rule by entering the following: Select a variable: Select an entity (typically survey Attributes) from the pop-up window. After you select an entity, an adjacent pop-up window displays where you can select a specific attribute, such as likely to recommend. Select the condition: Select one of the following conditions: is equal to, is less than, is less or equal to, is greater than, is greater or equal to, contains, is not equal to. Value: Select a value from the drop-down list. The values are based on the selected attribute. Continue adding conditions for the rule as needed by clicking the (+) sign to add an additional row and selecting the variable, condition and value. Although you can add multiple condition criteria, be sure that the conditions do not overlap. It is also recommended that you enter the criteria for only one condition in a line. For example, you should enter one condition for Promoters, another for Detractors and a final condition for Passives. Indicate where the rule can be applied by selecting the Apply Classification tab and entering the following: Sequence Number: The sequence number does not have an impact on reporting. Attribute: select the attribute to which the classification applies. Classification: select a classification within the classification scheme. Click Add Row and add additional rows as needed. When you are done defining the classification rule, click Save. When the pop-up window displays asking you to confirm the rule creation, click Yes. To edit a classification rule: In the Action column next to the Classification rule, select Edit. You can edit the following fields: Name: change the name that is displayed for users Description: change the description of the classification rule Active: A classification rule is active by default, which means it is available for use in the application. You can un-check the option to disable the classification rule so it no longer displays for users Conditions: add or remove conditions Click Save when done. Data management All the list pages in NICE Satmetrix support flexible list management options. You can filter, sort, export and share the data listed and show/hide columns in a list. You can find more details on the list management options in Overview of list pages.

The typical surveys created in NICE Satmetrix are sent to contacts via an email. Here, it is sent to a chosen set of contacts. You can extend the reach of your survey by posting the link on applications or sites that your customers are likely to visit. When contacts click the link they see a page asking for a few basic details like their name and email address. The fields shown in the page are configurable. A person with appropriate privileges can add/remove fields that are shown. After they have provided the requested details, they can proceed to view and submit the survey. To generate the link for an Opt-in Survey: Create a survey and save it. Click Options > Opt-in Survey Link. You will see a pop-up notifying you on the errors in the survey form. You can only proceed to generate the link after you have corrected the errors in the survey. Click OK to continue with generating the survey link. You will see a pop-up with the following: Language: Applicable when the survey is planned in more than one language. All Languages is the default option when the survey is enabled in more than one language. The contact will see a language selection page when All Languages is selected. Test URL: Copy and use this URL to create a test form to test the survey. The test records submitted will be considered as test records and will not be included in live data. Live URL: Copy and use this URL to collect live data from your contacts. The Live URL is valid only for an approved survey. The Live URL field will show a test URL till the survey is approved. Click on the copytoclipboard icon to copy the required URL. Click Done after you have copied the link. Paste the URL in the required site/application. The site administrator can help you with the styling of the link.

List of Values are the possible values for a field that users can choose from in the application. For example, the field Region can have can have East, West, North and South as possible values. The possible values for a field depend on your Enterprise requirements, and can be defined and configured in NICE Satmetrix. The List of values page in NICE Satmetrix is where you can define the list of values. If you have required privileges, you can create list of values associated with a field or edit an existing list of values from the page. Creating a List of Values To create a list of values: Click Page level option > Add list of values. The Add List of Values window appears above the listing. Enter/select following details in the window: List of Values ID: Unique internal identifier for the list of value. Display name: Name of the list of values as you would see it in the application. Description: A brief internal description for the list of values. Data type: Select data type from the drop down, that suits the value you are creating. If you are creating the list of values 1 to 10 for the field Satisfaction score, you can select Number as the data type. Enable context attribute: Select Yes to create a list of values for a context attribute. (refer the section Context attribute for details) If you chose to enable context attribute, you will need to select the attribute from the Context attribute drop down, below the Enable context attribute drop down. Enable: You need to enable a List of values before you can use it in the application. A List of values is enabled by default. You can un-check the option so that the List of value is not available for use in the application. Enable Other as value: Select Yes to enable Other as one of the values in the list of values. Enable NA as value: Select Yes to enable NA (not applicable) as one of the values in the list of values. Click Add Rows on top right of the Values grid to create a new row. Enter the following details in the new row on the Values grid: Sequence Number: specifies the order in which the values are displayed to the user. E.g. value with sequence number 2 will appear as the second item in the list for the user. Context: (only if you have enabled context attribute) Enter the required context attribute. (Refer section Context attribute for details) Display name: Name of the values as you would see it in the application. Description: A brief internal description for the value. Default: Select Yes to make the value as the default option for users. Effective start date: The date from which the list of values will be available for use in the application. Effective end date: The date from which the list of values will not be available for use in the application. You can modify the effective end date to enable/disable a value in the application. A value with the effective end date earlier than current date will not be displayed in the application. Click Add rows on top left of the grid to add more rows and add more values if required. You can click Remove under Actions in the grid to delete a row in the grid. Click Save when done. After a list of value is saved, you will see it listed at the top of the list on the List of values page. Context Attribute Context attribute in a list of value specifies the context in which the values are used. Company ABC sells laptops and desktops. It has a sales office in East selling laptops and desktops and another in West region, selling only laptops. Here when you are creating a List of values for Sales, the possible values can be: Context attribute: Region Context: East and West Values: Laptop and Desktop Editing a List of Value You can edit a saved list of value from the List of values page. Click Edit link under Actions against the list of value you wish to edit. You will see a drop down below the row, where you can edit the values in the list of values. You cannot edit the List of Values ID for a saved value. Similarly, you cannot delete a row from the existing list of values. You can only inactivate it by modifying the effective end date. You can edit the following fields for a list of value: Disable Display name Description You can edit the following fields in the List of values grid: Sequence Number Display name Context attribute (if any) Change the default value Description Effective start and end dates Data Management All list pages in NICE Satmetrix supports flexible list management options to efficiently manage data. You can filter, sort and export data listed and show/hide columns in a list. You can find more details on the list management options in Overview of list pages.

How to trigger test invite email to yourself? Edit Survey Go to Distribute Expand Invitation body by clicking the right arrow and Click Send Invite to Yourself button (See Image1) You can follow the same step for Reminder 1 and Reminder 2 if it’s enabled to test the reminder emails. Image1

Steps to identify and take the Report or Export of the Bounced Records 1. Log in to the system 2. Click on the + icon to add Analytics 3. Add the Chart named " Invitation Records " 4. Click on the Filter Funnel to Filter the Status 5. Use Filter Condition as " Invitation Status " Equals " Bounced " 6. Choose the Date Range for the required Data 7. Click on Apply and Close. Refer to the screenshot for the reference.

Data import is an easy way to add large volume of new information into NICE Satmetrix. There are two easy ways to import bulk data into the application: Import from a page: Here you can use Page level options > Import to import data relevant to the page in XML, CSV, compressed (zip) or TXT formats. You can import data on all entities enabled for import from the Data Imports page. An import initiated using Page level options > Import is immediately processed. Scheduled import: Here, the application automatically imports data from a specified folder at the FTP location based on a set of pre-defined conditions. This help topic describes Import from the application using Page level options > Import. Prerequisites for Importing Data Entities for import: You can only import data for an entity that is enabled for import. Entities enabled for import are defined when the application is setup. File Format: The file to import has to be in XML, CSV, compressed (zip) or TXT formats, and should be in the required format for the entity, with all the required fields. Importing the Data To import data into the application: Click Page level options > Import (Add Data import for Data Imports page). The Data Import window appears in the page. Select the entity from the drop down (the entity will be automatically selected if you are importing data from a page other than data imports). Browse to the file to import. Click Import when done. The application validates the data in the uploaded file against the data import settings for the entity and immediately processes the import if the data meets the criteria. The progress bar in the data imports window shows the progress of the data import. Files greater than 5 MB will be automatically queued for import. The queued import is processed by an import processor and there could be delays in importing the data. Status of Data Import You can see the status of your import request in the Data Imports page. The page shows most recently updated import requests at the top. The imports shown in the page can have one of the following statuses: Queued: A queued import shows the next instance of the scheduled data import Completed-Success: Import completed successfully Completed-Errors: Import request has been processed, but the application could not import all records due to errors Skipped: The import was not processed because the data did not match the import settings for the entity Cancelled: An import cancelled by the user Cancelling an Import You can cancel an import anytime before it is complete, from the data import window. Click Stop in the data import window. Records in a file are imported in batches. When you click Stop, the import job is cancelled only after the current batch of records is imported. Viewing the Import Settings for an Import The application has standard data import settings for all entities enabled for import, which is used for importing the data in the uploaded file. You can view the data import settings for an import from the Data Imports page. Click + for an import to expand the row for a details view. Click View Settings to view the relevant import settings in the Data Import Settings page. Viewing the Error Log Sometimes an import might fail, and might want to look at the reasons for the failure. When an import fails, the application generates an error log, detailing the reason for import failure. If the data import fails when you are still on the page, you can click on Click here to download log file in the data import window to download the error log. You can view the log for all completed (failed and successful) and cancelled imports from Data Imports page. Click + for an import to expand the row for a details view. Click the file name shown against Import Log. Select to view or save the log file from the pop-up window that appears. The application automatically deletes log files older than 30 days, and the link to view the import log will not show any data.

Where can I find information related to Email Bounce rate? You can use the 'Survey Invitation Detail' or 'Survey Invitation Delivery' chart under Analytics for details on Bounce rate. As an alternative, you can also do a deep dive of this information by taking an export of the raw data from the Admin --> Invitations & Responses --> Invitations page. You can select the calendar period from the Filters here, and take an export of the data. Once the CSV file is downloaded, you can search for a column header named 'Email Invitation Substatus'. You can use this field for any analysis on 'Bounce' information.

How do I set a filter to show only 'submitted' responses vs 'Unsubmitted' responses? The below screenshot will help you understand how the filter needs to be set.

1. Edit the survey you want to change and click “Distribute” 2. Click right arrow of Pre-notification to enter the text 3. After entering the details, click “Save” button 4. Same like Pre-notification, click the invitation right arrow to enter the text 5. After entering the details, click “Save” button

The Manual Survey Entry page in Satmetrix helps to record responses on behalf of the contact and allows the user to extract the survey links for the contacts those who have not submitted the responses. Note - One will be able to pull the survey link and record the response provided the survey is active/open. Steps to be followed to pull the links Login to the Application Navigate to Admin > Advanced Admin Click Manual Survey Entry Next, the Manual Survey Entry Page will be opened in New Tab > Admin: Manual Survey Entry Use the filter on the page to find the contact Filter Template > Standard Filter Use the Fields to make the desired selection (Ex: Email, Survey Name, etc.,) Use the Record Creation Date section for Date Range Click the ‘Export’ Tab on the top right at the page level Click the Column Selection Tab as shown in the screenshot Highlight Survey Links Use the Right Arrow Key and move to Right Click Export at bottom right Note - You can export a maximum of 2000 records with this option instantly. Records exceeding 2000 will be emailed to your inbox upon ‘Process Data Export’ Job Run (Scheduled Job) You may also refer to screencast link https://www.screencast.com/t/NJWWTSULblFE

How do I find the comments shared on LinkedIn? We do have the option of sharing our survey comments on various Social posts. If you need to to review the comment you have shared in Linkedin, you need to access your Linkedin profile and click on the following path: Manage --> Posts & Activity --> Posts The below screenshot is an example that will show you the location of the POST shared.

How to setup Follow-up Escalations Owner? Once we enable "Alert Escalation" under Alerts, we need to enable the "Follow-up Escalation Owner 1" field from the Manage Contacts page and provide managers a value in the contact file. Find the below screenshot which shows you the field that needs to be enabled in the Manage Contacts page.

Situation: One of the Grid Question has to be deleted and new question is to be added 1. Customer has grid questions with A, B & C as options 2. B has to be deleted and D has to be added 3. It is recommended that B should not be deleted but should be “Always Hide”. By doing this old data will be retained without any issues and going forward data won’t be collected for this question 4. D cannot be added between A & C, this is due to the fact that each question is linked to specific column in the table 5. D should be added after C, when added it will be linked to a new column in the database table 6. Finally Grid question in Program will be A, B(shown here but not to the contact), C & D

How to change the Primary Score question of the survey Steps as below ( With Screenshots )- Log in to the system. Go to Program > Design Choose Survey and Click on the Gear Icon to edit the Survey Scroll Down to the left bar to see the option “Properties” In the Properties Window, Use the Drop of the “Primary Score” and choose a different question. Example - Another used case Scenario – If you have Survey 1 and Survey 2 which has same LTR (Likely to Recommend) question shared across both surveys. However, on Survey 2, if you want the Primary question as the Overall Satisfaction Question and do want to use the LTR (Likely to Recommend) question. You need to change the Primary Score question of the Survey 2 to have the Overall Satisfaction instead of LTR so that you can delete the LTR (Likely to Recommend) question in the Survey 2. __________________________________________________________________________________

1. Token -> Survey Link will display standard button in which color cannot be changed 2. Alternate way is to type in the text needed (say Survey Link), select the entire text and provide necessary font and color 3. Along with step 2, Link option should be selected wherein the pop window “Link Type = Token” & “Tokens = Survey Link” has to be selected

The system allows the Program Manager to Download the Survey Specifications in PDF Steps to be followed Login to the Application From the Left Navigation Menu Go to Program > Design Select the Survey (Example Shown) > Click Gear Icon Click Download Spec (Refer Screenshot)

Question: Is it possible to change the color of the "Survey Link" in the invitation? Answer : Yes. Colour of Survey Link can be changed using the below-highlighted text style modification. This is the same way any text content within Invitation is modified.

- Click on the Share Icon on the Dashboard - Selecting Embed option - Use the Embed Code to embed a live version of your chart in any web page. Example: you can embed charts on your company's intranet in a central web page to highlight your customer insig

Requirement: Ability to upload a file with contacts and generate survey links, but without sending invitation emails to the contacts. Solution: Yes, it is possible to generate survey links without sending email invitations to contacts. This requires a configuration change that needs to be done internally by the Support team. We need to follow the below procedure: Firstly, submit a Support Request to enable ‘Multi-Modal’ feature on the survey where this contact file is being uploaded. Support team makes necessary configuration changes to enable Multi-Modal feature. Once this is enabled, we need to enable the field ‘Survey Medium’ in the contact template of this survey, and populate the value ‘PAPER’ or 'PHONE' instead of ‘EMAIL’ for all the contact records in the file. This will enable our application to generate a CSV file with survey link for each contacts. The same file is then stored in a location in the Satmetrix SFTP. What is the Location on the FTP wherein the flat file with survey link will be available? : It is \data\fbkprovider\out\

Please follow the below step to add/remove filter field from the UI   Removing a filter field in the filter template 1) Click on Admin --> Report Filters 2) Select the filter from Select Filter drop down 3) Move the filter fields from right side to left side 4) Click on Save   Adding a filter field in the filter templates 1) Click on Admin --> Report Filters 2) Select the filter from Select Filter drop down 3) Move the filter fields from left side to right side 4) Click on Save   To manage the Group by Fields: 1) Click Manage Group by Fields.The Manage Group By Fields pop-up appears. 2) Select the desired fields by checking the corresponding boxes. 3) Click OK to save.

Please follow the below-mentioned steps for a Schedule export for a particular chart: Go To Admin 2. Imports & Exports 3. Click on Exports 4. Create Report 5. CSV or PDF 6. CSV/ PDF and select the chart on the left left-hand as required 7. Select Export 8. Frequency should be Monthly 9. Select the date and the Recipients accordingly Please follow the below-mentioned steps for a Schedule export for the Dashboard: 1. Go To Admin 2. Imports & Exports 3. Click on Exports 4. Create Report 5. CSV or PDF 6. Select PDF / CSV and the tab Dashboard at the top left hand 7. Select Export 8. Frequency should be Monthly 9. Select the date and the Recipients accordingly * Click on Save * Run the Process Export Files Job on the Schedule Jobs page.

The Net Promoter Chart has a special option under Display Settings where you can sort your net promoter data by the score. The drop-down contains two options 1) Score (High To Low) 2) Score (Low To High) Refer to the Net Promoter Chart article for more details

Question: How to download CSV file of specific comments Answer: CSV file with specific comments can be downloaded from Comment Stream (Text Analytics chart) Go To Analytics Click on the Add Dashboard button Add Text Analytics chart Use the Filters to get the specific comments Click on the Share Icon to Download CSV file

NPS Calculation NPS = % of Promoters - % of Detractors Check out our article Net Promoter for more details on the Net Promoter Chart and the NPS Formula.

Question : Where to find Certification information ? Answer : Certification contents are available under “Academy” in the left menu

We may come across a situation where there is a need to create a new survey which looks similar to a Live survey that already exists, but with a few changes or new questions added to the new survey. As we are aware, we have the Cloning feature that will accomplish this requirement. But there are a few points that we need to remember while cloning a survey. Here are the important points to remember while cloning a survey: 1) We need to remember that all the questions which exist in the original survey will be present in the newly cloned survey as Shared questions. 2) As these questions are shared, any changes you make to the original questions in the newly cloned survey (which exist in the parent survey also), will be affecting the original questions in the parent survey also. For example, if you make any changes to one of the shared question in the newly cloned survey, the same change will be seen in the original parent survey as well. So, if you intent not to make any changes to the original survey, refrain from making any changes to shared questions in the new survey. 3) If you would like to remove any shared question in the new survey, you should not delete it. Instead, you should hide them using the Display logic (Always Hide). 4) Same way, if you would like to make any changes to the grid options or list options in the shared question of the cloned survey, you should choose to hide the original list/grid and then add a new one where you would like to make changes. 5) If the original survey uses ‘Custom’ theme, then the Look & Feel will not be carried over to the newly cloned survey. You need to use the standard themes available.

Question: How to change the Sender Name and Email Address in Survey Invitations? Answer : By default, your emails to contacts are sent using an alias chosen by you and the Satmetrix default email address. For example, ‘Acme Feedback’ MyDomain for NPX allows you to use your company email domain to send survey invitations and reminders. For example, ‘Acme Feedback’ For more information review My Domain Document.

Question: What are the Languages Supported in NPX? Answer : Below is the list of enterprise level languages supported in NPX: 1. English 2. German 3. French 4. Spanish 5. Japanese Attached excel file provides the list of survey languages available in the product.

Question: What is the allowed size for Survey Logo / Image? Answer: Your image should be no wider than 950 pixels. There are no recommendation or requirements for height.

Question: How to Test Survey and obtain Test Survey Link? Answer : Below are the steps to test survey and also obtain the URL/link to share for testing: 1. Edit Survey 2. Click “Options” 3. Click “Test Survey” in the drop down. The screenshot below highlights the same. 4. Popup screen provides you the survey for testing. From this page, the link can be copied to share with others for testing as well. Please review the below Help content for more information. https://satmetrix.desk.com/customer/en/portal/articles/2540691-building-surveys?b_id=14447

Question: How to find Invitation and Response Received Date? Answer: To find the invitation and response received dates follow the below steps: 1. Goto Admin -> Invitations & Responses -> Invitations 2. Filter for specific record 3. Column “Invitation Sent Date” & “Response Received Date” gives the details. Help Link for Reference : https://satmetrix.desk.com/customer/en/portal/articles/2540518-invitations-responses?b_id=14447

Question : Is NPX to Salesforce Integration possible ? Answer : Yes. Salesforce integration with NPX is possible. The integration supports both manual and automated survey nomination in Salesforce. It automatically transfers the contact data to NPX application and triggers the survey invitations. The integration also pushes data back to Salesforce – transferring the survey status and feedback from NPX into Salesforce automatically.

Question: Where to find Benchmark reports? Answer: Benchmark reports are available under “Research” in the left menu