COVID-19 Customer Confidence Pulse 2.0
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About the COVID-19 Customer Confidence Pulse 2.0
Whether you are a B2B or B2C company, it’s more important than ever to keep an on-going pulse on customer expectations, confirm COVID-19 response measures are communicated effectively to customers, and capture key insights to take action on improving your company’s handling of the situation.
The COVID-19 Customer Confidence Pulse 2.0 XM Solution contains the following:
- a pre-written survey
- a pre-made CX Dashboard
Qtip: If you don’t currently have access to the Frontline Connect XM Solution and are interested in learning more, check out this page for more details.
Methodology
Developed by Qualtrics CustomerXM scientists, the COVID-19 Customer Confidence Pulse is an automated XM Solution offering two proven methods for organizations to check in with their customers:
We recommend starting with the COVID-19 Customer Confidence Assessment to identify and prioritize areas of improvement in your company’s communication of response to COVID-19, as well as your handling of the situation so far. Then use the COVID-19 Quick Check-in as a simple, lightweight way of monitoring how your company’s actions and the evolving COVID-19 situation affect customer confidence over time.
While both versions of the survey can be run periodically, we recommend using the Quick Check-in version for longitudinal data gathering and trend analysis, after initially using the assessment version to establish a baseline and isolate key drivers.
Creating a COVID-19 Customer Confidence Pulse
Qtip: We highly recommend having a list of customers who you are sending the survey to prepared and on-hand before you create your project. During the project’s setup, you will need to fill-in your specific operational data fields for dashboard filtering purposes, and it helps to have a reference ready. See the Creating a Customer Contact List section for additional instructions on how to set this up in Qualtrics.
Qtip: Version 2.0 of the Customer Confidence Pulse can only be created if your account language is set to English. However, you can upload survey translations or dashboard translations as needed. For questions about how Version 1.0 was localized, see this support page.
Qtip: A project can also be created from the Projects or Homepage.
Qtip: You can also use the search in the catalog to find this project.
Qtip: If you choose one option and then later decide you’d prefer to work with the other, please create another, separate COVID-19 Customer Confidence Pulse.
Qtip: You may include up to 10 email addresses.
- B2B (business-to-business): Your company creates solutions, services, or products intended to help businesses run more smoothly.
- B2C (business-to-consumer): Your company creates solutions, services, or products for the everyday consumer.
Qtip: This is information about your customers that you already possess, and should be used when creating a customer contact list.
Qtip: This operational data will be recorded with the survey response and will serve two purposes: it will eliminate the need to ask certain demographic questions, and it will be used to build dashboard filters.
- Enter the industries relevant to your customers. This can help you better understand how customer experience varies across different industries. These will appear as options your respondents can select.
- Specify whether you report on company size by revenue or number of employees. How you answer then determines the pre-populated company size segments we recommend; you can edit these as needed in the fields provided.
- Specify whether you would like to measure your customer’s in-store (location-based) behavior.
- Enter the channels or methods customers have to interact with your company from an in-person or location-based perspective.
- Specify whether you like to provide a list of geographic locations to measure. If you do not provide a custom list of locations then respondents will be asked to provide their location from a list of the 50 US states.
- Yes, notify me every X responses Example: Get notified for every 50 responses you receive, so you don’t get a notification for every response.
- Yes, notify me once we reach X responses Example: Get a notification once you reach 150 responses, total.
- Do not notify me when responses come in
Qtip: Did your survey Preview not appear? Make sure your browser doesn’t block pop-ups on Qualtrics.
Qtip: After completing the initial setup, you can review the guided setup steps by clicking Guidance in the top right corner of your project.
Customer Confidence Pulse Survey Customization
If you want to see the questions in your survey or edit them, click the Survey tab. Once inside the survey builder, you can add new questions, tweak the wording on existing ones, edit the survey theme, and much more.
If there’s particular functionality you’d like to add, try searching the Support Site, or use the Support Site’s menu to the left to pick a page. In this section, we’ll cover some of the fundamentals of survey editing.
Qtip: The questions included in this survey were developed by our top subject matter experts. We advise trying to keep your survey as similar to the original template as possible, and not making too many large-scale changes.
Adding and Editing Questions
Warning: It’s important to make edits to the survey before you distribute it to customers. If possible, avoid making edits to a survey actively collecting data, or you may risk invalidating your data and changing the premade reports that come with this solution. See Testing / Editing an Active Survey.
You can add as many additional questions as you want. However, keep in mind that the shorter the survey, the more likely customers are to fill it out.
For guides to adding and editing questions, see:
Qtip: For surveys like these, we generally advise sticking to multiple choice and text entry questions.
Qtip: For any questions or fields you add after the survey’s setup, you will need to manually add this content to the dashboard by mapping the field and then adding to the desired widgets / dashboard pages.
Warning: If you change the order of survey content or majorly change questions, this can negatively impact the branch logic in the survey flow, and thus how certain Embedded Data are recorded. Do not make major edits to the order of questions or blocks in your survey unless you are absolutely sure and have tested how this will impact your data collection. To restore older versions of your survey flow, see Survey Publishing & Versions.
Deleting and Restoring Questions
Warning: If you delete a question, it’ll affect the premade dashboard included with this solution! Be prepared to either make edits to dashboard widgets or create new data fields and widgets from scratch.
If you have sent a question to the trash, it is possible to restore it. To roll back many changes at once, see also how to revert a survey back to a previous version.
Survey Flow
In the survey flow, you’ll find an embedded data element at the top. This element helps organize your data for reporting and pull data from the contact list into survey responses. You’ll notice this element has operational fields like Company Name, Industry, Division, Business Unit, and more listed.
Warning: This element should remain at the top of the survey flow. Deleting or moving it can affect how contact list data is saved in survey responses.
You may also see branch logic in your survey flow. Branch logic is often used to give customized paths and questions to respondents based on how they answered other questions, but it can also be used to format the data collected in the survey.
Example: During our survey setup, we specified that we want to include questions about “Company Name,” because we didn’t include it in the contact list.
In the survey flow, a branch is used to check whether or not the question about company name was left blank. If it wasn’t, we’re going to create a field called “Company Name” and add a value to it. The Piped Text (surrounded by {brackets}) is pulling a survey question’s response and assigning this to the Company Name field.
Saving and Publishing
All edits you make are saved automatically; however, they won’t necessarily be pushed to the live version of the survey. When you are finished with all of your edits and are ready to generate a link and share the survey with your customers, remember to click Publish in the upper-right.
For more on how this works, see Survey Publishing & Versions.
Customer Feedback Notification
Your Customer Confidence Pulse comes with an email task already set up in the Workflows tab. This means that during the project’s setup, you said you’d like to give customers the chance to request a follow-up, and specified the email addresses of teams / colleagues who should receive these requests. As a result, we created an email notification that will go out to your specified teams / colleagues letting them know that a customer has requested a follow-up.
As needed, you can either review or edit:
- Who receives the notification
- The conditions under which the condition are sent
- The message included in the notification
About the Customer Feedback Notification
The Customer Feedback Notification will only be sent if the customer indicated that they want to be contacted for a follow-up.
Qtip: For more on building conditions, see:
Click Email to view details such as who’s the recipient of the email notification, the message, and other settings.
By default, the message contains:
- The date the customer completed the survey
- Their first and last name
- Their preferred email address or phone number
- The email saved for them in the contact list
- A recommendation to reach out to the customer within 48 hours
Qtip: The follow up emails will be represented as piped text (the part in {brackets}). Although it doesn’t look like it, this will match what you entered upon project setup. If you want to modify this list of recipients, we recommend erasing the text in this field entirely and listing all recipient email addresses, comma-separated, to a maximum of 10 email addresses.
For additional details and editing options, see the Email Task support page.
Qtip: Once you’ve configured the tasks as desired, make sure they are enabled.
Creating a Customer Contact List
Qtip: We highly recommend having a list of customers who you are sending the survey to prepared and on-hand before you create your project. During the project’s setup, you will need to fill-in your specific operational data fields for dashboard filtering purposes, and it helps to have a reference ready.
File Requirements
Contact lists should always be a file saved in one of the following formats, even if you’re using an example file we provided:
Qtip: TSV is preferred if the customer data contains anything other than numbers and the English alphabet. See CSV / TSV Upload Issues for troubleshooting help.
Note that the maximum file size for a contact list upload is 100 MB.
Information to Include in the File
The List of Available Contact Fields has information on how to format certain required fields, such as Email, FirstName, and LastName.
Qtip: Feel free to use this Example Contact File (CSV).
You will also need to include fields created during the project’s setup in Step 17. Make sure the name of the column and its values exactly matches the spelling, spacing, and punctuation of how you entered them during the survey setup.
Example: In our example setup, we specified that we would provide each customer’s Division, Business Unit, and Region.
Therefore, in addition to name and email information, our example file would need to have columns named Division, Business Unit, and Region. Because of the way we wrote it during our project setup, “BusinessUnit,” with no spaces, would not work.
Note that these also match our Embedded Data in the survey flow.
Qtip: You can add more columns of customer info in your contact list than what was included during the setup, however, this will not be included in the survey and dashboard unless you add the necessary customization yourself.
Distributing the Customer Confidence Pulse
Once you are completely finished with survey edits and your contact list is ready, it’s time to distribute your survey.
Qtip: In addition, pay special attention to Survey Link Types and Distribution and Survey Expirations.
Other Distribution Options
If you are interested in other methods of distribution, such as SMS or the Anonymous Link, see the Distributions Basic Overview for a list of options. Please note that depending on your license, not all options may be available, and some may be restricted.
Dashboards
Premade Dashboards
Our XM Scientists have developed a special dashboard for this XM Solution. This dashboard gives an overview of the results, and is ready to share as soon as you have collected data. The pages of the dashboard and the data included will depend on the type of assessment you chose and whether you have decided to give respondents an option for follow-up.
Qtip: This dashboard will not generate charts and tables until you collect data. Try completing the survey through the preview button if you want to test what these dashboards look like with data. Remember you can always delete preview data later.
Qtip: Line charts may appear as a single point until you collect multiple weeks worth of data. This is because they are displaying trends over time, and don’t have enough data to display a trend yet.
If you instead selected Set up dashboard sharing, you’ll be redirected to the User Admin tab. See Sharing & Administering Users for guidance on what changes you can make here, and what kind of Qualtrics users can access this tab.
Dashboard Editing
Qtip: The pre-made dashboard was developed by our top subject matter experts. We advise trying to keep your dashboard as similar to the original template as possible, and not making too many large-scale changes.
Check out these introductory pages to get started.
- Getting Started with CX Dashboards
- Step 1: Creating Your Project & Adding a Dashboard
- Step 2: Mapping a Dashboard Data Source
- Step 3: Planning Your Dashboard Design
- Step 4: Building Your Dashboard
- Step 5: Additional Dashboard Customization
- Step 6: Sharing & Administering Users
Qtip: Once you’ve uploaded all your dashboard users, you can easily send many users or send everyone their login credentials.
Other Ways to Access the Dashboard
Anytime you enter your project’s Overview tab, you’ll be able to select View Dashboard to enter the pre-made dashboard.
You can also access this dashboard from your Projects page. It will have the same name as your Customer Confidence Pulse, with “- Dashboard” added to the end.
Example: Below, you can see our Customer Confidence Pulse and the corresponding Dashboard.
Once you click inside, you’ll see the pre-made dashboard. Click this to view the data.
Warning: Do not delete the premade dashboard! If you do, it will not be retrievable, and you will have to make a new one from scratch.
Other Ways to View Data
The Data & Analysis tab of your project allows you to edit data, export a spreadsheet of all responses, filter your responses, and much more.
Qtip: To preview a particular column of data, choose columns to display on Data & Analysis. You can export this data at any time.
The Reports tab comes with two additional report-building features. These do not come with the dynamic, shareable filters and roles CX Dashboards have but are more basic in structure and can still be filtered and shared out to stakeholders as needed. Note that these reports will have to be built from scratch. See Results vs. Reports for a detailed breakdown of these reporting options.
Response Notifications
Depending on how you set up your guided project, there may be notifications built in. These can be found in the Workflows tab, and may require additional setup to complete.
Qtip: Once you’ve configured the notifications feed task as desired, make sure it is enabled.
As needed, you can either review or edit:
- Who receives the notification
- The conditions under which the condition are sent
- The message included in the notification
Depending on the frequency you chose, these conditions are set up with one of the following:
Do not edit the conditions on these workflows, the corresponding embedded data in the survey flow, or the quotas involved.
If you don’t want to receive this notification after all, you may delete the workflow or disable the workflow (if it is not already disabled). Please note that once you delete a workflow, it cannot be retrieved.
Viewing Reports
View report: Clicking View report in the email or clicking the in-product notification will take you to the Reports section of the Reports tab of your project, where you should see the pre-built report.
Qtip: If you’re clicking these buttons from your email, you may need to log into your account before you are taken to these tabs.
Unsubscribing from Notifications
If you no longer wish to receive notifications, you can click unsubscribe at the bottom of the email.
Qtip: This will unsubscribe you from all notifications. You cannot unsubscribe from a specific project.
Subscribing to Updates
Most users will be subscribed to these automatically. However, if you unsubscribed and find you want to start receiving them again, you can do the following:
Qtip: Users that have 10 or more active surveys that have received responses in the last 2 weeks will not be automatically subscribed.
Terms of Use: CX COVID-19 Solutions
Free Accounts
For customers who sign up from the “Here to Help” or “Return to Work” landing pages or via Qualtrics Surveys, the following applies:
- Customer Confidence Pulse, Digital Open Door, & Frontline Connect: The ability to launch new projects expires 90 days after the first of these projects has been launched AND has received a response or if the customer has hit their limit of 20k total free responses received (combined across the three solutions), whichever comes first.
- Digital Open Door: Unlimited page views.
Post expiration, customers will need to export their data within 6 months or upgrade to a paid CX product.
Existing Customers
For existing customers who have a CX5 license or a CX / RC license with rights to required features (e.g. CX 1/3 with a Digital add-on), the following applies:
- There currently is no time restriction around how many Customer Confidence Pulse, Digital Open Door, or Frontline Connect projects can be created.
- Upon reaching the limit of 20k total free responses received (combined across the three solutions), additional responses will be billed to the license.
Qtip: If you aren’t sure what license type you have or if you’re interested in upgrading, contact your Account Executive.
FAQs
Can I add information to a contact list after I have sent out my survey?
Can I add information to a contact list after I have sent out my survey?
- If you change the recipient email address, a new email is not sent, but all future emails (new invitations, reminders, etc.) will go to the updated address.
- If the respondent has already opened their survey, their survey and collected data will not update with the new information. They will have to be sent a new link.
- If the respondent has not yet opened their survey, their survey will update with the new information.
Why is my contact list information not appearing in the downloaded data?
Why is my contact list information not appearing in the downloaded data?
If you forgot to put Embedded Data in the Survey Flow, you can add it to your data retroactively, so long as there are values in the contact list. See the Embedded Data support page for further instruction.
Note that if the contact list information you’re trying to download was not included in the contact list at the time the members took the survey, retroactively adding the Embedded Data fields to the Survey Flow will not add that information to the downloaded data later.
How can I change the background/theme of my survey?
How can I change the background/theme of my survey?
How do I modify an existing list of contacts?
How do I modify an existing list of contacts?
Is this COVID-19 XM Solution localized?
Is this COVID-19 XM Solution localized?
Although the guided setup cannot be translated at this time, you can upload translations to your survey or auto-translate using Google Translate as needed.
See the specific support page for each COVID-19 XM Solution for questions related to each solution's localization.
What improvements does the COVID-19 Customer Confidence Pulse 2.0 have over the original COVID-19 Customer Confidence Pulse? What will happen to Customer Confidence Pulses I originally created?
What improvements does the COVID-19 Customer Confidence Pulse 2.0 have over the original COVID-19 Customer Confidence Pulse? What will happen to Customer Confidence Pulses I originally created?
If you created the original Customer Confidence Pulse, this project will not be modified in any way. Going forward, however, you can only create Version 2.0.
Version 2.0 is only available to accounts in English. Its survey and dashboard are not translated. Version 1.0 is translated and can still be created in accounts whose account language are set to Brazilian Portuguese, French EU, German, Italian, Japanese, Spanish EU, Spanish (LATAM), Chinese (Simplified), Chinese (Traditional), Dutch, Finnish, Korean, or Portuguese (EU).
How can I tell if I have version 1 or version 2 of the Customer Confidence Pulse?
How can I tell if I have version 1 or version 2 of the Customer Confidence Pulse?
What will happen if I redo the setup assistant on my XM Solution?
What will happen if I redo the setup assistant on my XM Solution?
If you want to start the setup assistant over, do the following: Please note that if you want to start over from scratch, you can also create a new XM Solution instead.
Are there any premade text topics for analyzing my text responses about COVID-19?
Are there any premade text topics for analyzing my text responses about COVID-19?
Is this solution HIPAA compliant?
Is this solution HIPAA compliant?
If you have specific questions or concerns, we encourage you to seek your own legal advice about what additional steps, if any, you need to take to comply with applicable privacy laws or company policies. We have included suggested consent statements in these materials but you will need to confirm whether these statements are adequate or need to be modified to meet your specific needs.
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