1. Login to your Survey Monkey account. your account and choose Build a New Survey from Scratch

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Dora Melton
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1 1. Login to your Survey Monkey account 2. To create a new survey, click +Create Survey in the upper right corner of your account and choose Build a New Survey from Scratch 3. Name your survey Client Satisfaction Survey and select Category > Customer Feedback Brand Survey and Apply Color Scheme 1. Click on + Add Logo 2. Upload your logo a. If you need assistance cropping the image to the appropriate size you can use PicMonkey 3. Select Themes from the menu on the left and choose a color scheme that best fits your logo Building the Survey Reference the Sample Survey document provided to you 1. Select Builder from the menu on the left and select Multiple Choice 2. Copy and Paste the first question provided to you on your sample survey or enter your own question 3. Provide Yes as the first Answer Choice and No as the second answer choice or provide your own Answer Choices and click on Save a. If you do not need a third answer choice option click on the to the right of the third answer choice to remove the blank box

For example this question requires a comment to answer: Was there anyone on our team who you would like to see receive praise or constructive

2 4. Repeat step 1 3 until you add all of your multiple choice questions 5. For questions that require comments you will need to select Comment Box on the menu to the left of your screen a. For example this question requires a comment to answer: Was there anyone on our team who you would like to see receive praise or constructive suggestions for improvement? Creating Closing Pages 6. Select +Add New Page located at the bottom of your survey 7. The first closing page we will create will be for unsatisfied clients. Select Text from the menu on the left of your screen.

8. Type the following message: We apologize about your experience with us. We would like to have the opportunity to discuss your most recent visit with our practice.

3 8. Type the following message: We apologize about your experience with us. We would like to have the opportunity to discuss your most recent visit with our practice. Please provide additional details about yourself using the form below. 9. Select Contact Information from the menu on the left of your screen a. Change Address to read Contact Information b. Uncheck the items on the right side of the fields you do not need to collect. The only boxes that should be checked are Name, Address, and Phone Number. c. Select Save 10. The second closing page we will create will be for satisfied clients. Select +Add New Page located at the bottom of your survey 11. Select Text from the menu on the left of your screen and click on the icon to open the Advanced Editor 12. Type the following message: We really appreciate you trusting us with your pet s veterinary care! As a small business we need as much help as we can get to help us with our online presence. Would you mind giving us a review online? Google

To find your Google+ Business Page URL i. Google the name of your veterinary practice ii.

4 Yelp Facebook a. Make sure each online listing is in a bulleted list b. Make sure to bold each online listing c. Highlight each listing individually and click on the icon to link your online listings a. To find your Google+ Business Page URL i. Google the name of your veterinary practice ii. Below the name of your veterinary practice click on the URL titled Google+ page. iii. Copy the URL and paste it into the URL section of your Survey Monkey screen b. To find your Yelp URL

i. Go to Yelp.com and search for your practice. Once you find your listing click on it. ii. Copy the URL provided and paste it into the URL section of your Survey Monkey screen c.

5 i. Go to Yelp.com and search for your practice. Once you find your listing click on it. ii. Copy the URL provided and paste it into the URL section of your Survey Monkey screen c. To find your Facebook URL i. Log into your Facebook business page ii. Copy the URL provided and paste it into the URL section of your Survey Monkey screen 13. Select Ok and Save Apply Logic to Your Survey 14. Scroll to the top of your survey and select Multiple Choice 15. Copy and paste this question: Please rate our service overall: 16. For your answer choices add the following (in the same order): Excellent, Good, Average, Fair, Poor a. After Average you will need to click on to add two new fields

17. Select Options and check the box next to Require an Answer to This Question 18. Click on Save 19. Click on the Please rate our service overall question and select Logic 20.

6 17. Select Options and check the box next to Require an Answer to This Question 18. Click on Save 19. Click on the Please rate our service overall question and select Logic 20. Choose the following logic a. If the answer is Excellent > Then skip to P3 (the satisfied client closing page with online listings) b. If the answer is Good > Then skip to P3 (the satisfied client closing page with online listings) c. If the answer is Average > Then skip to P3 (the satisfied client closing page with online listings) d. If the answer is Fair > Then skip to P2 (the unsatisfied client page requesting additional contact information) e. If the answer is Poor > Then skip to P2 (the unsatisfied client page requesting additional contact information) 21. Click on Save

22. Scroll down to PAGE 2 (the unsatisfied client page requesting additional contact information) and click on Page Logic and select Page skip logic 23.

Scroll down to PAGE 3 (the satisfied client closing page with online listings) and click on Page Logic and select Page skip logic 25.

7 22. Scroll down to PAGE 2 (the unsatisfied client page requesting additional contact information) and click on Page Logic and select Page skip logic 23. For After the current page is completed, skip to this page select End of Survey and then select Apply 24. Scroll down to PAGE 3 (the satisfied client closing page with online listings) and click on Page Logic and select Page skip logic 25. For After the current page is completed, skip to this page select End of Survey and then select Apply Testing Your Survey 26. Select Preview & Test at the top of your screen 27. To test the survey, choose any answer for your questions. To test the logic

8 a. Answer Excellent for the Please rate our service overall question and ensure the survey lands on the closing page with your online listings b. Answer Good for the Please rate our service overall question and ensure the survey lands on the closing page with your online listings c. Answer Average for the Please rate our service overall question and ensure the survey lands on the closing page with your online listings d. Answer Fair for the Please rate our service overall question and ensure the survey lands on the closing page with the apology e. Answer Poor for the Please rate our service overall question and ensure the survey lands on the closing page with the apology 28. Click on Cancel once you are complete a. If the survey does not work accurately retrace your steps to troubleshoot the survey Obtaining Your Survey Link 29. Select Next on the top of your screen and the web link will be visible Creating a Survey in Survey Monkey FAQs Should I limit my survey to a certain number of questions to ensure clients will take the survey? Yes. It is recommended to limit the survey to questions at max. How would I use the additional list of sample survey questions provided? Do you have an area in your practice you would like to measure client satisfaction? If so, use the list of additional survey

9 questions to choose a few additional questions to survey your clients on. Maybe you want to see if your receptionists are warm and friendly. Perhaps you want to make sure your veterinarians are communicating clearly to pet owners. You can choose the additional questions if you desire to add any additional questions. Where is the best place for me to solicit reviews? Google is the best. It is the most popular and it affects your overall ranking. Do I really need to test the survey if I follow the steps? Yes. Testing the survey is very important. We want to ensure the logic has been applied correctly. You don t want to send out a survey with the incorrect logic (i.e. if a client ranks you as poor the survey ask for reviews online).

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