Build a Survey with Matrix Questions

Learning Objectives 

After completing this unit, you’ll be able to:

• Use matrix questions in a survey.
  
• Add display logic to survey matrix questions.
  

Put Matrix Questions to Use

To create a survey using matrix questions, Maria imagines an Ursa Major Solar customer who purchases a solar heating unit from one of the company’s outlets. The service team installs the product and arranges a product demo for the customer. The next day, the customer gets a survey from the company to share his feedback on the installation process. Here’s how Maria builds the survey.

Get Hands-on with Matrix Questions

The steps in this unit are optional, which you can use for hands-on practice. To do the practice steps, open your Trailhead Playground, and follow along as Maria builds a survey. Alternatively, read along to see how she does it.

To open your playground, scroll down to the hands-on challenge section, and click Launch. At the end of the unit, you’ll complete the hands-on challenge to test what you learned.

Enable Surveys in Your Org

Before Maria can build a survey with matrix questions, she enables Surveys in her org.

1. Click and select Setup.
   
2. Enter Survey in the Quick Find box, and select Survey Settings.
   
3. Under Surveys, change the toggle to Enabled.
   

Set the Required Permissions

Next, Maria needs a basic permission to start using the survey builder. She decides to create a permission set and assign it to herself. Once she tests the survey, she can assign the permission set to Carlos and other users in the org who create surveys.

1. Click and select Setup.
   
2. Enter Permission Sets in the Quick Find box, and select Permission Sets.
   
3. Click New.
   
4. Enter these details:
   

• Label: Salesforce Feedback Management
• API Name: Salesforce_Feedback_Management (This field auto-completes.)
  

5. Select Salesforce as the license, and click Save.
   
6. In the System section, click System Permissions.
   
7. Click Edit.
   
8. Enable Salesforce Surveys Advanced Features, and click Save.
   
   
9. On the confirmation message, click Save.
   
10. Click Manage Assignments.
    
11. Click Add Assignment.
    
12. Select your username.
    Note: If you can’t find your username, click Add Assignment, and then select your name.
    
13. Click Next.
    
14. Click Assign.
    
15. Click Done.
    

Create a Survey

Having enabled Salesforce Surveys in her org and assigned the necessary permissions, Maria uses the survey builder to quickly create a survey with matrix questions. Here’s how she creates the survey. 

1. Click   to open the App Launcher.
   
2. Enter Surveys in the search box, and select Surveys.
   
3. To open the Survey Builder, click New.
   
4. Enter Ursa Major Solar Product Installation Survey  in the New survey window.
   
5. Click Continue.
   
6. Enter a welcome message: Thanks for choosing Ursa Major Solar. Please take this survey to help us understand your recent experience with Ursa Major Solar.
7. Click Add Page.
   
8. Enter the page name: Product Installation Survey (if you don't see the page name field, scroll up)
   
9. Click Add Question, and select Matrix.
   
10. Enter the question: Rate your satisfaction with our product installation service.
11. For Question Type, choose Single Selection.
    
    
12. In the empty boxes at the top of each column, enter the following choices:
    

• Strongly agree
• Somewhat agree
• Neither agree nor disagree
• Somewhat disagree
• Strongly disagree
  Note: Click the + icon to add more columns.
  

13. Find the empty box in the first row. Here’s where you add your first question.
    
14. Enter the text I got the product I wanted.
15. In the remaining empty boxes, add three more questions based on the following text:
    

• Product installation went smoothly.
• Product performance meets or exceeds my expectations.
• I will recommend Ursa Major Solar products to others.
  Note: Click the + icon to add more rows.
  

16. Don’t click Finish yet. In the next section, you add a couple more questions with display logic.
    

Add Display Logic to Matrix Questions

For customers who haven’t had a satisfactory installation experience, Maria wants to find out why. She adds a couple of matrix questions with display logic, which allows the customer to pinpoint what went wrong with the installation. These questions appear if the customer doesn’t strongly agree that the installation was smooth.

1. In the survey Ursa Major Solar Product Installation Survey, click Add Question and select Matrix.
   
2. Click and select Required.
   
3. Enter a question: Please tell us what didn’t go well with your product installation.
4. Click Display Logic.
   
5. Define the logic:
   

1. Select Condition: All conditions are met
   
2. Question: Product installation went smoothly
   
3. Operator: doesn’t equal
   
4. Response: Strongly agree
   
   

6. Click Save Logic.
   
7. Select Question Type: Single Selection.
   
8. Enter the following choices:
   

1. Yes
2. No
3. Somewhat

9. Enter the following questions:
   

1. Late installation
2. Faulty installation
3. The installation executive wasn't too nice
4. Other issues

10. Click Thank You Page.
    
11. Enter a thank-you message: Thank you for sharing your valuable feedback. This will surely help us serve you better next time.
12. Click Save and Activate. Click Got It on the popup.
    
13. Click Preview to test the survey.
    

Boost Survey Engagement

The matrix type question gives Carlos a reliable way to optimize survey engagement and learn his customers’ in-depth views. To collect authentic feedback from customers on any topic, he can easily frame a few matrix questions around it. 

As matrix questions are a series of questions in a single table, the questions appear as a single question. This saves screen space, gives an intuitive appearance to Ursa Major Solar surveys, and reduces drop-offs from respondents who might otherwise close the survey unfinished.