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Adding Additional Survey Questions

How do Additional Survey Questions Work?

How do Additional Survey Questions Work?

Additional survey questions are optional and turned off by default. By setting them up, you can add up to four additional survey questions, in addition to the Net Promoter Score question. Additional survey questions use a 0 - 10 base scale. The questions can be fully customized, as can the labels on the rating scale.

Here is an example of a question from a bakery:

When Should I Use Additional Survey Questions?

Simple answer: when you are interested in gathering more specific information than what the Net Promoter Score or star rating provides.

A common time to consider adding additional survey questions might be when your business introduces a new product or service. Or perhaps after a change in personnel or process that might have an impact on your customers.

Effectively, anytime you sense there may be a problem and are unsure where the friction points lie, it is likely a good time for additional survey questions.

Here are a few real-world scenarios we've seen successfully implemented:

  1. A hotel that replaced a more complex survey tool and primarily uses the system for detailed feedback after a stay. In this way, they are able to reach out to their customers immediately and gather information about their spa, restaurant, and accommodations.
  2. An agency that offers periodic survey questions of existing customers as a value-added service.

NEW: Custom Checkbox Survey Questions

In addition to rating-based questions, you can now add custom checkbox-style survey questions to your feedback requests. This allows you to collect responses where customers can select multiple applicable options, giving you more structured insight into their experience.

When creating a new survey question in the Request Setup page, simply choose “Checkboxes” from the dropdown. You’ll be able to:

  • Add a question title and decide if it’s required or optional.
  • Customize up to 10 checkbox options (with at least 2 required).
  • Add or remove answer choices and edit the labels to fit your needs.
  • Include an optional “Other” field so respondents can provide additional input in their own words.
  • Reorder checkbox questions alongside your existing survey questions.

Benefits of Using Checkbox Questions

Checkbox questions make it easy to:

  • Re-create checklist-style surveys you may already use outside GatherUp.
  • Capture multiple aspects of customer feedback at once (for example: “Which of the following services did you use during your visit?”).
  • Identify patterns quickly by letting customers select more than one relevant answer.

Most importantly, the answers to custom checkbox questions are included in the first-party review notification you receive, ensuring you have immediate visibility into detailed feedback.

What Should I Know Before Adding Additional Questions?

Additional survey questions add an additional step (or steps) to the feedback-gathering process. Each additional step added to the feedback process reduces the likelihood of receiving a first-party testimonial or third-party review.

When considering if additional survey questions are right for your business, keep in mind that they can be turned on and off as needed. Additional survey questions DO NOT have to be a permanent change to your feedback process.

It should be noted additional survey questions are only available in Ultimate and Direct Request Modes at this time.

How do I set up Additional Survey Questions?

Additional Survey Questions can be used in the feedback flows of both the Survey & Reviews Flow and Public Reviews Flow (previously named Ultimate and Direct Request Modes). It is important to note: the additional questions can ONLY be set upand configured in the Survey & Reviews Flow (previously Ultimate Mode on the Feedback Landing Page template).

STEP ONE: you'll first need to be in the Survey & Reviews Flow templates. To do so, navigate: Requests → Request Setup (previously Request Modes)

STEP TWO: Be sure Survey & Reviews Flow is selected.

STEP THREE: On the left half of the screen, click the Survey Questions step.

STEP FOUR: Within the template, click the Add Survey Question button. A blank survey question template will open.

STEP FIVE: In the blank survey question template, enter the text for the additional survey question in the Question field.

STEP SIX: Next, enter a descriptive label for both the high and low end of the rating scale. For checkbox questions, add your checkbox labels.

STEP SEVEN: By entering a label in the Report Keyword field, you will be able to more easily recognize your results when viewing answers to your additional survey questions in reports and alerts.

STEP EIGHT: Click save. Congratulations on creating an additional survey question! You can create up to four additional survey questions.

STEP NINE: Once you have set up all of your additional survey questions, you'll want to test out the new layout. Create a test customer in the Customer Activity Dashboard using your email address. Send yourself a feedback request and follow the process through to the Feedback Landing Page.

If your additional survey questions look good, your mission is complete! If not, go back to the Survey Questions template (see Step Three) and fix any problems you noted.

Where Do I Go If I Require Additional Help?

You can contact the GatherUp Customer Success team at any time by emailing support@GatherUp.com.