Capturing Customer Experience Metrics

About this course

Course Summary:

Go beyond linear surveys. This course is for CX professionals ready to architect sophisticated respondent journeys. You will master the Survey Flow tool to L1- Construct customized paths with branch logic, enrich data with embedded fields, and implement randomization for A/B testing. These advanced skills will enable you to capture higher-quality, targeted feedback and unlock deeper, more actionable insights.

Learning Objectives:

Construct customized survey paths using Branch Logic and End of Survey elements to create experiences tailored to respondent answers.
Integrate operational data, contact information, and survey metadata into your dataset using Embedded Data elements to enrich your analysis.
Implement the Randomizer to control for order bias and assign respondents to different experimental conditions for more robust research.
Configure dynamic survey logic based on the sentiment and topics present in open-ended feedback.

Recommended users:

New
Basic

Qualtrics Features Covered

Create project
Question Types
Rich Content Editor
Look and feel
Skip logic
Display logic
Embedded Data
Survey Flow
Piped Text
Survey options
End of Survey
Publish Survey
ExpertReview
Question randomization

Curriculum90 min

Incorporating Best Practices in a Customer XM Survey
Reviewing Basic Survey Building 5 min
Structure of a Customer XM Survey 25 min
Implementing Survey Methodology Best Practices 12 min
Building an Advanced Survey
Introduction to Survey Flow 5 min
Organizing Survey Flows with Groups 3 min
Creating Pathways with Branches 4 min
Customizing End of Survey Experiences 6 min
Incorporating Additional Information with  Embedded Data 10 min
Randomizing Survey Elements 8 min
Challenge: Customizing Survey Experience 12 min
Module Quiz
Module Quiz: Capturing Customer Experience Metrics
End of Course

About this course