Customising your survey

Your transactional survey, relationship survey and CCS form can all be tailored to your organisation’s brand and style. You decide how they should look and supply your images; ciopulse applies the changes. This page lists what you can and can’t change, and how to request it.

What you can customise

1. Background — a single background colour or background image (used on every page of the survey). An ideal image is around 1680 × 1050 px; because it’s cropped to fit each device, keep anything important away from the edges.
2. Welcome and Thank You images — an image above the text on the Welcome page (surveys only) and the Thank You page. Most teams put their logo on the Welcome page.
3. Q1 rating display — show Question 1 as a number scale or an icon scale (e.g. stars, faces, thumbs). Choose from 7,500+ Font Awesome icons. Relationship-survey Q1 is number-scale only.
4. Button colours and icons — a background and text colour for the buttons, plus icons for the Q2 experience-factor buttons and for an icon-scale Q1.
5. The eight experience factors (transactional survey Q2) — see below.
6. Font — one typeface and text colour, from 900+ Google Fonts.
7. All wording — every line of text. Wording can even include values from the survey URL, e.g. greet the customer by name or mention the ticket number.
8. Languages — issue surveys in multiple languages (one-off cost per translation). Each language has its own survey URL prefix; your ITSM chooses which to send. The Portal, reports and dashboards remain in English.

What you can’t change

• The number of questions.
• The 0–10 rating scale on Q1.
• The number of experience factors — there must be exactly eight (an “Other” option is strongly recommended).
• The structure of the CCS form (its feedback types and contact options).

About the eight experience factors

Question 2 of the transactional survey asks which aspects of the service stood out. The standard eight are: Initial Response Time, Interpersonal Skills, Agent Knowledge, Keeping Me Updated, Resolution Speed, Confirming Resolution, Making it Easy for Me, and Other. You can reword these to match your terminology.

Don’t change factors after go-live

Changing your experience factors once you’re live undermines the integrity of your historical data. If you need to change them later, your historical survey data and NPS history must first be deleted. Decide on your factors before launch.

How to request changes

Send your requested changes and any images to support@cio-pulse.com. Each revision is applied within about 24 hours, and you can iterate until it’s right. To preview the current design, open your survey URL from View your URLs with &discard appended so no response is saved — handy for sharing with your comms team.

Still need help? Email support@cio-pulse.com.