Our sprint release cycle means that something new is always going live! Ready for a quick catch-up? Here’s a closer look at a few highlights from our most recent sprint. 🙂

Rating scales scale up

• Smiley style available in Rating Scale and Rating Scale Grid, enhancements to Rating Scale Grid

Rating questions are the best, right? They’re simple for participants and they amplify our analysis power. Now, Rating Scale questions come in three different flavors: Slider, Smiley Slider, and Smileys. Smiley-style scales have long been popular in CX and EX project types, and now they’re available in surveys, too! Smiley faces offer a very accessible method of participation for a wide audience, including young and multilingual respondents.

And don’t forget the grids! Rating Scale Grids get a few upgrades in this release, too! You’ll see improvements in the display of values as well as the addition of the Smiley scale type. Using a Smiley Rating Scale Grid can be especially helpful to alleviate any confusion over which side of the scale is positive. It can be frustrating to receive ‘Very Dissatisfied’ ratings from the same participant who leaves glowing comments in a follow-up Text Box. Now, the visual offers an extra reminder which way the scale is intended to be read.

Open AI NLP at survey level

• Survey-level Text Analysis Report model upgraded

We’ve gotten great feedback on how OpenAI upgrades have transformed Dashboard-level Text Analysis options for CX and EX projects, and now we’re bringing this update to the Text Analysis Report found in the report-level menu for all project types. Now you can dive deeper into your audience’s feedback for a specific survey project through advanced natural language processing including sentiment analysis, thematic analysis, and more. Want to read every word? Help yourself! Export all open-ended responses and dive in. Appreciate a little automated back-up to keep up with and make sense of lots and lots of responses? Talk to your account manager about the Text Analysis Report!

Multi-dimensional custom metrics

• Create Custom Metric questions based on Rating Grids

In CX and EX projects, Custom Metrics are those super-important questions that you want to ask over and over again across projects. Custom Metrics target your top priority values and goals, like Quality (How would you rate the quality of the product you received?) or Service (Please rate the service you received from our team.).

Of course, not all values and goals can be reduced to a single question. Engagement, for example, is a more complex metric. While it’s okay to ask how satisfied someone is with their job, it’s not as straightforward to ask them to rate their level of engagement. Instead, we ask a full grid of questions designed to calculate an engagement score. (What’s this about? Check out our employee engagement survey template!)

Now, as organizations transition from once-a-year outreach to ongoing feedback collection, the need to track the trends of deeper metrics becomes more clear.

The great thing about Custom Metrics — well, it’s in the name! You have the flexibility to decide which elements are important contributors to the overall measurement and you set them up as sub-questions. Set our standard Employee Engagement Grid as a Custom Metric, and track your employees’ level of engagement with the same questions on a semi-annual or quarterly basis. Too much? Define key elements for Employee Pulse and upgrade from a single-question to a grid Custom Metric for a deeper understanding on a monthly or quarterly basis.

And no, EX doesn’t get all the fun here! You might choose to break down a CX target previously measured through a single question into a grid to dive a little deeper. For example, from ‘Please rate the service you received from our team.’ you might define Service as being made up of three elements: Friendliness of team member, Quality of service, and Timeliness of resolution. The choice is yours!

CX/EX trend options

• Track metric trends through cumulative or non-cumulative views

We all love tracking metrics, and the CX and EX Dashboards showcase our favorites. To develop a clearer picture of the story behind the trends, we’ve rolled out the option to switch between cumulative and non-cumulative views.

Which view is more useful? A cumulative look offers an overall picture, but the non-cumulative view highlights both successes and opportunities for improvement. Take a look at this example with NPS:

• • A cumulative view of NPS displays how your Net Promoter Score adds up over time. Maybe you start off strong, so a few dips over time don’t really put a dent in your overall NPS. This can give you a false sense of security that things are going fairly well over time, so you may miss out on issues along the way.
  • A non-cumulative view of NPS per quarter, for example, shows the NPS for each quarter on its own, without taking into consideration any feedback received previously. Taking a look at this graph might give the impression that things are a bit wobbly, but this view does offer a closer look at any time periods that require a deeper dive.

Good news — now you’ve got both views, so you can switch back and forth at your convenience.

Triple the d-lights

Why do so many amazing things in this release start with the letter D? No iDea, but pretty confident you’ll agree that these are worth the wordplay double-down! 😉

Distribution: Just around the corner, watch for a transformed distribution experience! Our new Publish menu makes it easier to select the right options, streamlined functionality brings together similar flows (Automated meets Recurring — at last! ;)), and expanded choices make it easier for you to connect with the right participants at the right time in the right way.

Dashboards: Have you seen Custom Dashboards yet? Sure, we love the Omni Report and CX and EX Dashboards, but now the flexibility of Custom Dashboards is here! Bring together data from multiple projects, rearrange widgets for the best representation of your results, and share the right views with the right stakeholders to keep everyone on board.

Directories: Ever wished you could build a master Contact List that would magically pre-populate data into projects, and that you could use to track various activities for each contact? Custom Directories brings all kinds of magic together, and we can’t wait to share it with you. Stay tuned!

But wait — there’s more!

View and edit report cover pages in Omni

• This option allows you greater control over the Omni reports you share with your team members, providing valuable context and professional polish along with your results.

Greater controls over SMS invitations

• As mobile participation rises, we’re upgrading SMS invitations to help you keep up with your on-the-go audience! This release includes multiple upgrades to SMS invitations, including advanced options for scheduling delivery, designing custom templates, and setting up reminders.

Customize labels and text at the survey level

• Custom Labels and Text offer you the chance to modify the language of a variety of survey controls, like the Next and Back button, Save and Continue Later text, and Submit button. Previously, this customization was set at the account level, so updates were reflected across all projects. Now, these controls are available at the survey level, under Options, so you can set a different tone for a specific project. Bonus: Utilize different first-page options and button shapes under Visual Settings!

And more, including…

• UI improvements to Home screen
• Enhancements to initial login experience for new users
• Add backdrop to pop-ups and website feedback surveys
• Improvements to embedded pop-ups
• Easier identification of languages unsupported by auto-translation
• Text and UI improvements

There’s more excitement just around the corner, too, so stay tuned! 🙂

Want to catch up? Connect with your account manager or book a training call to walk through the latest. Also, remember that options vary by account type, so log in to see for yourself or drop a note to our support team with any questions.