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Customer experience | Sales, Customer Insights,...
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How can I pre-populate a Customer Voice survey "response"?

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Posted on by Clayce 15

We have a product survey that we send out once a year.

The first question we ask is for the customer contact to check which of our 15 products they use.

Then depending on which of the checkboxes they check, it will take them to sections/questions related to those products.

 

So, for example, the first customer contact might say they use (check) product1, product5 and product6

 

Right now, we have branching rules that after they check the 3 product values, it will take them to the questions for product1, then product5, then product6

 

That all is working well.

 

I am trying to figure out the following: for example…. Last year the same customer contact answered our survey (surveygizmo) and checked product1, product5 and product6

I’d like to be able to “pre-populate” his answers from last year into the first questions response… then he can just change if needed.

 

I can’t figure out how to pre-populate responses to a question when the survey is sent out.

 

We are planning on using Power Automate to send the surveys. Is this something we can do using Power Automate?

 

Can it be done using variables and Power Automate?

 

Would be extremely grateful for any suggestions or ideas about how to accomplish this.

 

Thanks-

 

Clayce

  • Clayce Profile Picture
    Clayce 15 on at
    RE: How can I pre-populate a Customer Voice survey "response"?

    Thanks Bill,

    We were hoping to pre-populate the values so the customer didn't have to pick them again, but Microsoft replied that presently there is no way to pre-populate answers.

    I do like your suggestion to at least be able to remind the customer of their previous choice(s). Thanks for the suggestion.

    Clayce

  • Suggested answer
    billsilverman Profile Picture
    billsilverman 35 on at
    RE: How can I pre-populate a Customer Voice survey "response"?

    I would not call this a solution, and it may not even rise to the level of a workaround, but here is a technique I use all the time.

    1. In your survey from last year, in Excel, create a single column using concatenate that is called “LastYear”. Using your example, a row might have a value of “product1 | product5 | product6”
    2. In the new survey, under customization, add a new user-defined variable “LastYear”
    3. In the survey, add a question like this:

    Question: What products are you interested in (select all that apply):

    • Product1
    • Product2
    • …
    • Product9
    1. In the same question, click on the “…” more options/hotdog icon on the bottom right, select Subtitle
    2. Enter a subtitle like “Last year, you answered {{LastYear}}”. Note: the implication here is that the input file has no blank values in any row for the “LastYear” column.
    3. On the email import file side, you will need to include the values, so the CSV import file will look like this:

    Email Address

    First Name

    Last name

    LastYear

    client@client.com

    Jane

    Doe

    product1 | product5 | product6

    xxxx@gmail.com

    Beth

    Smith

    product1

     

  • Clayce Profile Picture
    Clayce 15 on at
    RE: How can I pre-populate a Customer Voice survey "response"?

    An update on this question. I sent email to customervoice@microsoft.com

    Welly Lee got back to me with the following: "Customer Voice does not support prefill answer - so the scenario is not possible"

    He added, "We have this feature in our backlog, but we do not have any timeline"

    Thanks Welly for the information. Hope this feature gets added eventually.

    Clayce

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