Retently allows you to ask multiple questions within a single survey template. Moreover, you can ask multiple rating questions, and each one of them could measure a different metric (e.g., NPS, CSAT, CES, etc.).
Let's imagine you send your contacts a survey template with two rating questions:
NPS question: How likely are you to recommend our company after your recent interaction with our support department?
CSAT question: How satisfied were you with how {support_agent_name} handled your request?
In Retently, it's possible to have a trend item build for each one of those questions. And here's how that would work:
1. Trend metric
Items are stored in a trend, and when building a trend, you have to choose its metric, or to be more accurate, the trend's questions metric. This means that when you build a new item in this trend, you can only choose questions with that specific metric as your data source.
So, in the case of the example above, if you wanted to build an item for the NPS question, then you'd only be able to add that item in a trend that had NPS picked as its metric. And it works exactly the same if you wanted to build an item for the CSAT question - you'd have to add it to a CSAT trend or create that CSAT trend if you have none.
2. Building items
When building a new item, there are a couple of things to keep in mind to achieve our goal.
The first one is the survey campaign or campaigns that will participate in this item. Survey campaigns are your data source, meaning the item will read and calculate only the data collected within the selected campaigns.
The second one is the "Rating question" selector. Here you decide the answers to what question or questions will participate in the item's calculation.
So, from the campaigns menu, you can select one or all survey campaigns available in your account.
But in the "Rating question" selector menu, you will only be able to see rating questions that match the trend's rating. If your trend's rating is NPS, then you will only be able to select from NPS questions.
The default option of the "Rating question" selector is: "Main rating question from selected campaigns". This means that the item will be built based on answers given to the main rating questions of all selected campaigns. However, if you need to build a item for an additional question, then you can pick it from the list instead. The list will show the title of the question and next to it you will also see the name of the survey template that this question is a part of.
IMPORTANT: Please keep in mind that the "Rating question" selector menu will only show questions from the survey templates that are currently assigned to the selected campaigns. If you once used a template to collect feedback but you unassigned it within your survey campaign, then you will not be able to choose questions from that template to build items.