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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: All existing Qualtrics users have access to the COVID-19 Customer Confidence Pulse XM Solution! Just follow the steps on this page to get started. If you are not an existing Qualtrics user and would like to get access to the COVID-19 Customer Confidence Pulse 2.0 solution, please see this page to sign up for free!

How to Get Access

If you don’t yet have a Qualtrics account, visit the this page for more information about getting access.

If you already have access to CX Dashboards in your existing Qualtrics account, no additional action is needed from you – the solution will already be available in your account for you to access.

If you already have a Qualtrics account and you do not have access to CX Dashboards, you will need to create a separate account in order to gain access to this solution by doing the following:

  1. Go here.
  2. Locate the CX solution you want access to.
    Customer Confidence Pulse on the back to business page; blue button that says Get Free Solutions
  3. Click Get Free Solution.
  4. Select Yes, I have a Qualtrics account.
    Pop up with yes / no option; the flow wants you to answer honestly
  5. Click create a new account.
    The window says, "Great! The "Back to Business" COVID-19 solutions require specific account settings. To see if you already have access, simply log in and click "Create new project." If you don't see these new solutions, create a new account to get started."
  6. In the Work Email field, write the email address you currently use to access Qualtrics.
    Sign up pop-up
  7. Watch your inbox for a confirmation email detailing separate login credentials you’ll need to access this solution.
    Qtip: You will still be able to access your original Qualtrics account via your standard login process, but this solution will not be enabled there; the solution will only be available in the new account you created.

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:

  1. COVID-19 Quick Check-in: Two minute simple customer confidence barometer. Understand how well your company’s communication of response measures is meeting customer expectations, and gauge customer satisfaction with actions your company has taken so far to address the coronavirus (COVID-19) situation.
  2. COVID-19 Customer Confidence Assessment: Five-to-seven minute survey to better understand customer expectations, identify gaps, and take targeted action on the following key areas pertaining to your COVID-19 response:
    • Communication – What are customer expectations with regard to the frequency and channels for communicating your company’s COVID-19 response, and how well are you meeting those expectations today?
    • Action – How satisfied are customers with the actions you have taken, considering both the relevance and timeliness of those actions?
    • Confidence – How confident are your customers in the ongoing ability of your company/brand to meet the evolving needs of customers in these trying times?
    • In-person/On-location interaction (if applicable) – How are behaviors changing for in-person or on-location customers (e.g. restaurant patrons), and how do they want to interact with the company going forward?
    • Customer Needs – What would customers like your company to do better or different in your handling of the evolving COVID-19 situation?

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.
  1. Navigate to the Projects page by clicking the XM logo or clicking Projects on the top-right.
    Create Project button in Projects Page
  2. Click Create new project.
  3. Select CustomerXM.
    CoreXM logo along top. Section for COVID-19 related XM solutions, where the COVID-19 Customer Confidence Pulse is listed
  4. Under COVID-19 XM Solutions, select COVID-19 Customer Confidence Pulse.
  5. Name your project.
    New page with field for naming. Get started button blue to right
  6. Click Get Started.
  7. You will land on the summary view. This is where the solution will guide you through the major steps of the project, including survey creation, distribution, and reporting.
    clicking get started for the customer confidence pulse
  8. There will be a description of the first step you are about to complete. Click Get Started to start building your project.
  9. 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.
  10. Provide your organization’s name.
  11. If desired, upload a copy of your organization’s logo. Max file size is 1MB.
  12. Decide whether you’d like to create a COVID-19 Quick Check-In or the full COVID-19 Customer Confidence Assessment. See link for an overview of each.
    Two multiple choice questions and a text entry that appears when you say yes to the previous question

    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.
  13. Determine whether you’d like to give customers the option to request follow-up. If you select yes, you’ll be asked to provide the email addresses (comma-separated) of the employees or teams who should receive these requests.
    Qtip: You may include up to 10 email addresses.
  14. Select your company’s type. Your answer determines the type of customer information you can configure in the next steps.
    Bottom of first page, multiple choice questions with B2B and B2C options. Below that, towards right, a blue Next button

    • 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.
  15. Click Next.
  16. Please input any operational data fields you would like to include for reporting and segmentation. The setup assistant will list some examples in the right sidebar to get you started, with separate examples for B2B and B2C. Click Add Another to add more fields.
    Blue bordered widget for each field name you want to enter. Remove button in upper-right of each widget. Belows widgets, blue text that says Add Another. Sidebar to right of page, lists of examples

    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.
  17. Select additional demographics to include as questions in the survey. If you already included these fields in the previous step, do not select them again.
    Multiple choice multiple answer questions with company name, industry, and company size segment selected. Lower, right, blue Next button
  18. Click Next.
  19. If you chose B2B, you will enter the following information:
    Fields as described

    • 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.
  20. If you chose B2C, you will answer the following questions:
    Fields as described

    • 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.
  21. Determine whether you’d like to provide customers with a link to your company’s COVID-19 resource page at the end of the survey, and enter the URL if eligible.
    Multiple choice yes or no, then conditional text entry asking for email addresses that appears. Next button in blue, bottom-right
  22. When you’ve filled out these fields, click Finish to generate your survey.
  23. Click Preview Survey to test your survey.
    the preview window to preview your survey, or use the tabs at the top to navigate to other parts of your project

    Qtip: Did your survey Preview not appear? Make sure your browser doesn’t block pop-ups on Qualtrics.
  24. Click Continue to resume with the guided setup.
  25. Use the tabs along the top if you’d like to edit components not included in the button steps. For example, you can go to the Survey tab to edit the survey theme and add demographic questions, whereas you can go to the Distributions tab to download a distribution history for emails you’ve sent.
Qtip: After completing the initial setup, you can review the guided setup steps by clicking Guidance in the top right corner of your project.
to access the guided walkthrough, click 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 or choose I’d like to edit my survey.

in the survey tab, clicking I'd like to edit my surve

Once inside the Survey tab, you can add new questions, tweak the wording on existing ones, edit the survey theme, and much more.

a custom pulse project in the survey tab

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.

Survey flow open, green embedded data element at the very beginning

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.

Multiple choice multiple answer questions with company name, industry, and company size segment selected

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.

branch logic highlighted

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 Actions 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.

navigating to the actions tab and selecting the customer feedback notification action

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.

After the survey event, condition is listed

Click Email Task to view details such as who’s the recipient of the email notification, the message, and other settings.

Action is open, green email icon towards bottom

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.

Email task is open and To field is highlighted

For additional details and editing options, see the Email Task support page.

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:

  1. CSV (Comma Separated Values) with UTF-8 encoding
  2. TSV (Tab Separated Values)
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.

Setup assistant step where you add operational data. Has the fields described in the text

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.

Spreadsheet in Excel with headers for name, email, et cetera, but also headers for Business Unit, Region, and Division

Note that these also match our Embedded Data in the survey flow.

Survey flow open, green embedded data element at the very beginning

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.

  1. Make sure you have published any survey edits.
    clicking the publish button
  2. Open the Guidance panel.
    clicking upload list in the upload section of the project guidance
  3. Navigate to the Upload section.
  4. Click Upload List.
  5. You will be redirected to your contacts page.
    Contacts selected in upper-right
  6. Follow the steps in Importing a Contact List from a File to upload the file you made in the Creating a Customer Contact List section of this support page.
  7. When you’re finished making a contact list, go to Projects.
    Projects selected upper-right, next to Contacts button, down there is a list of projects with green C icons on them, the one labeled customer confidence pulse next to that green icon is it
  8. Select your Customer Confidence Pulse if you are not automatically redirected to it.
  9. Click Select Distribution or Distributions in the upper-left.
    clicking select distribution, or navigating to the distribution tab
  10. Choose Emails to the left.
    navigating to the emails section of the distributions tab
  11. Follow the instructions on Emailing a Survey Invitation.
    Qtip: In addition, pay special attention to Survey Link Types and Distribution and Survey Expirations.

Other Distribution Options

Anonymous link, center of page

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.

  1. Open the Guidance panel.
    in the guidance window, navigating to analyze and clicking view dashboard
  2. Navigate to the Analyze section.
  3. Click View Dashboard to enter the dashboard.
  4. Scroll through the widgets and select pages to the left to see your data.
    Dashboard with company logo, dashboard name, responses collected, then next row a gauge chart and a bar chart
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.

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.

Projects selected upper-right, next to Contacts button, down there is a list of projects with green C icons on them, the one labeled customer confidence pulse next to that green icon is it

Once you click inside, you’ll see the pre-made dashboard. Click this to view the data.

Dashboards tab. One thing is listed. The title is highlighted so you know this is where you click to enter it and see the charts and such shown earlier

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.

the data & analysis tab

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.

the results and reports tabs

Weekly Response Notifications

Qtip: You may not see this functionality yet. That’s because this feature is still gradually rolling out. When the feature is enabled for your COVID-19 XM Solutions, you will see weekly notifications come in on Mondays.

Built into each of the free COVID-19 XM Solutions are weekly reports of how many responses your survey has received in the past week, and how many responses that makes for the survey in total. These notifications come every Monday morning.

Reports are sent as emails and as notifications in your account.

Qtip: Weekly digests are only sent for COVID-19 XM Solutions that are active and have received responses over the last two weeks.

Viewing Reports

Once you receive the email or notification, there are two buttons.

Email listing number of survey responses. Under the text is a blue button, and under that blue text on a white background

Notification as it appears inside a Qualtrics account instead, with same buttons listed

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 Weekly Notifications

If you no longer wish to receive weekly notifications, you can click unsubscribe at the bottom of the email.

Unsubscribe button at the very bottom of the email

Qtip: This will unsubscribe you from all weekly digests summarizing your COVID-19 XM Solutions. You cannot unsubscribe from a specific project.

Subscribing to Updates

Most users will be subscribed to these weekly notifications 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.
  1. Go to your Qualtrics account.
  2. In the upper-right corner, click the notifications icon.
    Bell upper-right, once opened, settings gear is below that, further right
  3. Click the settings gear.
  4. Select Digests to subscribe to weekly notifications.
    Digests is listed towards the bottom, one of the last options. Notifications is towards the top, the first option in the panel
  5. You may need to select Notifications first if you at some time or another unsubscribed from all account notifications.

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 or Customer Success Manager.

Other Free COVID-19 XM Solutions

The following COVID-19 XM Solutions are free, and included in every account. Click the name of the Solution for more guided support:

If you are not an existing Qualtrics user and would like to get access to these solutions, please see this page to sign up for free!

FAQs