Defining questions for the assessment of a customer journey
With HOPEX Customer Journey , you assess the tools used by the persona for a customer journey. As a result, the questions are connected to the channels of the customer journey steps. The assessment of the customer journey takes place via questions that concerns each channel-step pair.
Creating Questions
To create a question:
1. Open the Customer journey navigation window.
2. Select Assessment > All Questions.
A tree with the list of Channels appears.
3. Click on the channel that interests you to display its pop-up menu and select New > Question.
The Creation of a Question window appears.
4. Specify the Local Name of the question.
The local name of the question is not visible to the questionnaire respondent.5. Specify the Title, which represents the question as it appears in the customer journey assessment questionnaire.
6. If necessary, specify:
• The Mandatory Element field (indicates the mandatory or optional nature of the answer to this question).
• The Delegation Allowed field (specifies if the answer to this question can be assigned to another person by delegation).
7. The Type of question is ComboList.
8. Create the possible answers.
For more details, see "Entering possible answer values", page 168.9. Click OK.
Entering possible answer values
To create a possible answer value for a question:
1. Open the dialog box of the question that interests you.
2. In the Possible Answer Value section, click New.
A possible answer value creation window opens.
3. Enter the Name of the value.
4. Indicate the color associated with the answer value.
You have two possibilities:
• Specify a MetaPicture if you have one.
The MetaPicture enables association of an image with an answer value.• Specify RGBColor.
5. In the Answer Value field, specify a strictly positive integer value that will be used to calculate the value of the assessment.
The lowest note corresponds to a very poor assessment and the highest note corresponds to an excellent assessment.For more details on calculating assessment values, see Consolidation rulesYou must create at least two possible answer values.6. Click OK.