User Sentiment

With the User Sentiment feature in Edge DX, you can assess your end-users' level of satisfaction with their digital end-user experience (DEX).

Access User Sentiment in Edge DX

If you access Edge DX using ControlUp's DEX management platform (app.controlup.com), click on the User Sentiment icon.

If you access Edge DX using the web UI or by direct tenant URL (<tenant-name>.sip.controlup.com), go to Dashboards > User Sentiment.

Prerequisites

• Windows Agent version 2.10.0.1169 or higher is recommended
• Mac Agent v2.9.0.292 or higher is recommended

Permissions

To use the User Sentiment features in Edge DX, you must have User Sentiment - Full Control, User Sentiment - Partial, or User Sentiment - View Only permissions, which provide access to particular features in User Sentiment as detailed in the table below:

User Sentiment Permissions	Full Control	Partial	View Only
View Survey Results from other users
Create, Edit, View Results and Delete Surveys owned by this user
Edit and Delete Surveys owned by other users

See Role-Based Access in Edge DX  for more details about user permissions in Edge DX.

Sentiment Dashboard

Click Sentiment Dashboard to view results from your surveys. If you use app.controlup.com, access the dashboard by clicking Overview at the top of the page.
Click on a survey listed in the Select a survey menu to view a different survey than the one displayed. 

 The selection of surveys shown in the menu is dependent upon your level of access to User Sentiment features as explained above.

The Sentiment Dashboard has four sections, as shown in the screenshot below:

• Responses
• Sentiments
• NPS By Groups
• NPS Score

The Sentiment Dashboard uses the NPS (Net Promoter Score) convention of presenting user survey results in terms of Promoters, Passives and Detractors, color-coded as shown in the table below:

Promoters
Passives
Detractors

Responses

The Responses widget is a bar chart displaying color-coded responses to the selected survey over time.

Hover over the relevant color-coded section of a bar on the chart to see the number of promoters, passives and detractors for the selected survey on a particular day (for a particular group?)

Sentiments

The Sentiments widget displays the overall sentiment for the selected survey based on the responses to the sentiment (NPS) questions in the survey.

The total number of responses to the sentiment questions in the survey is shown at the center of the widget.

Hover over the relevant color-coded section to see the number of promoter, passive, and detractor responses for the selected survey. 

NPS by Groups

The NPS by Groups section shows a breakdown of the sentiment results according to Groups - Non-domain users and Domain Groups.

This breakdown highlights patterns in NPS responses among different groups of end-users in the organization.

NPS Score

The NPS Score shows an overall sentiment score for the selected survey.

The NPS Score is calculated as follows:

 NPS Score = [(% promoters) x 100] - [(% detractors) x 100]

Surveys

Click Surveys to see all of the surveys to which you have access. If you use app.controlup.com, access the dashboard by clicking Surveys at the top of the page.

The Surveys grid is displayed.

You can perform actions on surveys as detailed in the table below, (subject to your user User Sentiment permissions):

Click:	Action:	Additional Details
	Create a new survey from a blank template.	See below for further details on creating a new survey.
	Edit an existing survey. (Only available when the survey is in Draft status)	See Create a New Survey for details about the fields in the survey which you can edit.
	Create a new survey from an existing survey. This is done by duplicating an existing survey, editing it, and saving it as a new survey.)
	Delete an existing survey. Deleting a survey also deletes all of the responses to the survey.

The Surveys grid displays the following survey details:

The columns in the Surveys grid can be searched and sorted as indicated in the UI. 

Results

Click one of the surveys listed in the Surveys grid to view the survey results under the Results tab.

The survey results are shown for each question in the survey, sequentially.

The survey results include the number of times a particular response was provided to a question.

Survey results displayed in columns can be:

• filtered by entering filtering criteria - text for textual results and min / max values for numeric results.
• sorted by clicking the arrow to the right of the column heading.

Further details about the display of survey results is provided below, for the different question types that a survey can include.

NPS Questions

Survey results for NPS questions include, as shown in the screenshot below:

• Total number of Responses to the question.
• A breakdown of the total number of responses into the number of responses per response type - Promoters, Passives and Detractors.
• A grid showing a breakdown of the responses by Group.

Free-Text Questions

Survey results for free-text questions include, as shown in the screenshot below:

• Free-text answers in the language in which they were provided.
• The total number of times this answer was provided as a response to the survey question.

The survey answers can be filtered for specific text. For example, the survey answers can be searched for answers containing the word "Chrome".

Multiple-Choice Questions

Survey results for multiple-choice questions are displayed in descending order, with the most frequently provided answer listed first, as shown in the screenshot below.

The total number of times each answer was provided in response to the survey question, as well as the percentage of the total responses that number represents, is displayed in the Total column.

You can sort and filter the display of the survey results according to your preferences.

Multi-Select Questions

Multi-select questions differ from multiple-choice questions in that a user is allowed to select more than one answer choice for multi-select questions, while only one answer per user is allowed for multiple-choice questions.

Survey results for multi-select questions are displayed in descending order, with the most frequently provided response listed first, as shown in the screenshot below.

The total number of times each answer was provided in response to the survey question, as well as the percentage of the total responses that number represents, is displayed in the Total column.

You can filter and sort the display of the survey results according to your preferences.

Responses

Click one of the surveys listed in the Surveys grid to access the Responses tab.

Click Responses.

The Responses grid is displayed.

In the Responses grid, each survey respondent is listed along with their responses to each survey question.

You can filter and sort the display of the survey results according to your preferences.

Create a New Survey

Click New Survey to create a new survey. The Add Customer Feedback Survey screen opens.

The Add Customer Feedback Survey screen includes seven steps that you can navigate through by clicking on the Step numbers 1 - 7, or by clicking Next, Back and Go To Review.

Click:	Action:	Note:
	Edit an existing survey. (Only available when the survey is in Draft status)	When you edit an existing survey or create a new survey from an existing survey, the Add Customer Feedback Survey screen opens with the existing survey data filled in, which you can edit.
	Create a new survey from an existing survey. This is done by duplicating an existing survey, editing it, and saving it as a new survey.)

Language (Step 1)

Multiple languages are supported. The default language is the language used in your browser, but a different language can be selected as the default survey language.

When an end-user responds to a survey, they see the survey in the language primarily used on their device if the survey supports it. Otherwise, the end-user sees the survey in the survey default language.

When creating a survey, you must provide each question in every language added in this step.

Select a language for the survey: 

1.  Type at lease three characters in the Search box to search for a language in which you want to conduct your survey.
2.  Click Search. Language search results are displayed.
3.  Select your preferred language from the language search results. The language you select from the search results is added to the list of Selected Languages above.
4.  In the Selected Languages list, click the checkbox of the language you want to serve as the default language.
5.  Remove a language from the list of Selected Languages by clicking on it. 
   Note

   You cannot deselect or remove a language selected to be the default language.
   First choose a new default language, which causes the previously selected default language to be deselected.
   Then you can remove the deselected language.
   

Name (Step 2)

Provide a name for the survey in each of the Selected Languages.

The survey name identifies it for viewing results or sorting surveys. It is not visible to the survey respondent.

Triggers (Step 3)

Enable Triggers to configure preferences for presenting your survey to end-users once you activate the survey.

Click on the Specify Triggers toggle switch to enable selection of the Trigger preferences.

Select your preferred Trigger preferences, which are explained in the table below: 

Questions (Step 4)

Enter the questions for the survey : 

1.  For each question, select a question type from the menu. Descriptions of the question types are provided in the table below:
2.  Enter each question in all the Selected Languages (from Step 1). The survey cannot be published if multiple languages are selected but questions (and answers, where applicable) are not entered in all of the Selected Languages. 
3.  Use the Add Question buttons to add a question before or after an existing question. The current release does not allow reordering of questions.
4.  Set the Required toggle switch for each question to indicate whether the question is required or not. The default setting for questions is Required.
5. After entering all the questions, return to the Where to go next and Where to go next if skipped selections to set the logic of how an end-user progresses from one question to the next.  
6.  Enter an End Statement after the survey questions to convey a summarizing message for the survey, or to say thank you. Enter the End Statement for each one of the Selected Languages. This is the last message the respondent will see before closing the survey.
7.  (Optional) Upload a logo or small picture for display at the top of the survey. The size of the uploaded file must be between 2KB and 20KB. Most picture file formats are supported, and the image will be sized to fit the survey window. A preview of an uploaded image is displayed to the right.
8.  Enter a title for the survey in each one of the Selected Languages. This step is mandatory.
9.  Define the order of the survey questions. After entering all the questions, return to the Where to go next and Where to go next if skipped selections to set the logic of the order in which survey questions are presented to a respondent. The respondent can be guided to answer questions in a particular order based on the answers provided to the questions. See the table below for additional details on the options available for defining the order of survey questions for the different question types.

   Sample Question	Where to go next Options screenshot	Where to go next Options	Where to go next Example Screenshot	Explanation of Where to go next Example Screenshot
   Q:1   Net Promoter Score (NPS) type		Select Where to go next from menu Click Specify Based on Answer to open the options for specifying where the respondent should be directed to next based on the response to the question.		Specify Based on Answer is checked. If the survey respondent provides an answer other than: 5 (Promoter), the next question they see is Question #2. If the survey respondent provides the answer: 5 (Promoter), they skip Question #2 and the next question they see is Question #3.
   Q:2 Free Text type		Since the answer to a free-text question can be anything, the Where to go next options are: Go to next Go to the end		All of the survey respondents seeing Question #2 are presented with Question #3 as the next question.
   Q:3 Multiple Choice type		Different next questions can be defined based on the answer selected by the participant.		Example Question #3 is: How many times have you contacted support this month? If the survey respondent provides the answer: None, that is, they hadn't contacted support, they are directed to the End Statement, skipping  Question #4. which is about support. If the survey respondent provides any of the other answers, they are directed to Question #4 which is about support.
   Q:4 Multi- Select type		Since there are many possible combinations of answers that can be provided to a multi-select question, it would be too complex for the Where to go next options to rely on the answer or answers given.		All of the survey respondents seeing Question #4 are directed to the End Statement after answering Question #4.

   
   

Questions (Step 4) - Additional Details

The following question types can be used in the survey:

Question Type	UI for Survey Creator	UI for End-User	Additional Details	Where to go next Options
Net Promoter Score (NPS)			NPS questions ask end-users to rank their answer to the question on a scale from very unhappy to very happy. When creating NPS questions, you can customize the labels associated with the "very unhappy" face and the "very happy" face, in each one of the Selected Languages for the survey. Graphical displays summarizing end-user answers to NPS questions are shown on the Sentiment Dashboard.  Click the Global Net Promoter Score checkbox so that the survey results from this question are included in the Global Net Promoter Score and not just the score for this survey.
Free Text			Free-text questions ask end-users to provide an answer in their own words. There is a 120-character limit on the answer provided.	Since the answer to a free-text question can be anything, the Where to go next options are: Go to next Go to the end
Multiple Choice			Multiple-choice questions ask end-users to select one answer from several optional answers. When creating a multiple-choice question you must provide a minimum of two optional answers to the question. Click Add Additional Answer to add an additional answer option to the question.    In the current version, you cannot reorder the answer options.	Different next questions can be defined based on the answer selected by the participant.
Multi Select			Like multiple-choice questions, multi-select questions also present respondents with several optional answers, but unlike multiple-choice questions, multi-select questions allow respondents to provide more than one answer.  When creating a multi-select question, it is recommended that one of the answer options offered is "None", in the event that none of the answers apply to a respondent.	Since there are many possible combinations of answers that can be provided to a multi-select question, it would be too complex for the Where to go next options to rely on the answer or answers given.

Questions (Step 4) - Example Survey Questions and End Statement

Example survey questions for the different question types, as they would appear on a Windows and Mac device, are shown below:

Question Type	Example Survey Question, Windows device	Example Survey Question, Mac device
Net Promoter Score (NPS)
Free Text
Multiple Choice
Multi Select
End Statement

Targets (Step 5) 

Click the toggle switch next to the group of end-users to whom you want to send the survey:

Activate (Step 6) 

Activate the Customer Feedback Survey you created:

1. Click the Start Date toggle switch to set a Start Date for activation of the survey. A survey without a specified Start Date will be sent immediately after it is published.
2. Click the Expires toggle switch to set an expiration date for the survey. A survey without a specified expiration date will be ongoing until it is deleted.
3. Click the Draft / Published  toggle switch when you are ready for the survey to be published. As soon as the survey passes Review (Step 7), it will be sent out. Leave the Draft / Published  toggle switch in the Draft position to make further changes to the survey before publishing.   

Review (Step 7) 

Review the Customer Feedback Survey that you created to make sure that all required details have been provided:

1. In Review, a red X indicates a section of the survey that is missing information. Click on the text describing the missing information to navigate to the relevant section of the survey. 
2.  Follow the instructions in red and provide the missing information.
3.  When the  Review of the draft survey shows green check marks and no red X marks, the draft survey is complete. Click Save Draft.

Stop a Published Survey

To stop a published survey from being sent to end-users, delete the survey. 

To retain the survey questions and answers, duplicate the survey without publishing it (i.e., leave it in Draft status), and delete the published survey.

Notification of a Survey

End-users will receive a notification about receiving a survey, in accordance with their user settings.

Example survey notifications for Windows and Mac are shown below:

Example survey notification for Windows:

Example survey notification for Mac: