Creating pre and post appointment questions

Before or after an appointment has taken place, you may wish to ask your customers or staff for information or feedback about the appointment. This can be done by creating sets of questions in JRNI Studio - the type of questions you create will depend on when, and who, you would like to ask the question(s).

Question Types

There are three question types available to create:

1. Booking questions

When do they appear: These are asked at the time of creating a new appointment booking. They can be asked and answered by both customers and staff members. 

Who can answer/see them: Customers and staff during the booking journey.

Examples: Typical questions that might be asked at the time of making the booking are: “Where did you hear about us?” or “Are you an existing customer?”.

2. Outcome questions (formerly “survey” questions)

When do they appear: These are asked after the appointment booking has taken place and the status has been marked as “completed”. Appointments can be marked as “completed” on the booking profile (per the example below) or when checking in appointments.

Who can answer/see them: Only staff members (e.g. your JRNI admin users) can see and answer these and they will not be visible to your customers.

Examples: Some questions that might be asked (of the staff member) after the booking has taken place are: “How did you find the appointment went?” or “What are the next steps following the appointment?”.

3. Sales outcome questions

When do these appear: These act the same as ‘outcome’ questions. The main difference being that the answers feed through to JRNI Analytics. 

Who can answer/see them: Only staff members (e.g. your JRNI admin users) can see and answer these and they will not be visible to your customers.

Examples: There are currently only two questions that can be asked (of the staff member) after the booking has taken place, which are: “Did the appointment result in a conversion?” and “How much did the customer spend?”

Creating questions

Questions can be created at either the parent (HQ) level or at the child (location) level. Create them at the parent level to use them across multiple locations, or create them at the child level if they are specific to a single location only.

1. Log into your JRNI account.
2. From the left-hand menu select Customize > Booking journey. Depending on the question type you wish to create navigate to one of the following tabs:
   1. Booking questions (for customers and staff during the booking journey)
   2. Outcome/Survey questions (for staff only once the booking has completed)
3. Select +Create New on the right hand side.
4. Fill in the question requirements here:
   1. Question: Input the question you want to ask.
   2. Question type: Select the format for the answer to this question, such as: predefined answers (e.g., drop down list, multiple choice) or open-ended answers (e.g. free text field).
   3. Required: If you select this box, the question will have a required asterisk next to it.
   Tip: Identifying a question as ‘required’ can be useful if you want to collect certain information from a booking. For example, you could make a question reading ‘What does the customer want from this appointment?’ to ensure staff are equipping the serving staff member with important customer information. 
   1. Important: This option can be ignored and is only present for legacy purposes.
   2. Admin only: This is only relevant for ‘booking’ questions (‘outcome’ questions are already admin only). Selecting this box will mean that this question will only be asked when making an admin booking, and won't be included in emails to the customer.
   3. Help text: This information will appear below the question to provide examples of how the customer should answer the question.
   4. Conditional question: These act as follow-up questions. They allow you to set up questions based on an answer given in the previous question. 

Creating conditional questions

Conditional questions act as follow-up questions, which only appear depending on the answer given to a previous question. In order to define when your conditional question should appear, you must first create the conditional question, using the exact same steps as above. Once you get to Step G from above, follow these steps:

1. On the Conditional question field, use the dropdown list to select the primary question that your conditional question should be linked to.
2. A new field will appear titled Conditional answers. Use the checkboxes to select the specific answer(s) your conditional question should appear for.
3. Select Create, or Update (if editing an existing question).

On the list of booking/outcome questions created, you’ll now see the following:

Below is an example of how this has been set up as a conditional question:

And below is an example of a conditional question in action (during the admin booking journey). Upon selecting the predefined answer “Other”, a secondary question is prompted “Other: please specify”.

Deleting questions

1. Navigate to the booking/outcome question(s) you wish to delete and select Actions > Delete.
2. You will then be asked to confirm your action.
3. Once you have selected OK the question will be removed from the questions list.

Hiding booking questions

If you don’t want to delete a booking question but wish to hide it so that it is not shown within the customer booking journey, you can remove the question from a question group. Refer to the 'Editing question groups' section within this article for more information.

Question groups are assigned to services and therefore, removing individual questions from the group would hide them from the booking journey, but they would still exist within Studio.

Editing questions

1. Next to the question you wish to edit, select Actions > Edit.
2. Make any necessary changes and select Update to finish and save.

Question groups & service assignment

Questions only appear once they are assigned to one or more services. In order to assign them to a service, they must first be added to a question group which helps organize your questions.

Once you have created your booking or outcome questions, follow the steps below 'Creating question groups' to group them ready for service assignment.

Creating question groups

1. Log into your JRNI account at the parent or child level.
2. Navigate to Customize > Booking journey and then select Booking question groups. 
3. Select +Create New from the right-hand side. 
   1. Name: Give your question group a suitable name.
   2. Questions: Use the drop down box to select the questions you want in the question group. Do this to add questions one at a time, selecting Create another to add another question to the group.
4. Once you have selected all of the questions select Create, which will add your new question group to the list. Note: Any related conditional questions must be added to the group too.

Deleting question groups

1. Select Actions next to the group you wish to delete, followed by Delete.
2. Select OK to confirm you wish to delete the group, or Cancel to go back.
3. The question group will be removed from the question groups list.

Editing question groups

1. Next to the question group select Actions > Edit.
2. This will take you back into the question group creation stage, where you can add/remove questions and rename the question group.
3. Once all changes have been made, select Update.

Viewing answers to questions

To see the responses given to the questions asked, locate a particular booking and select Booking questions and/or Outcomes to view any answers given. Use the Edit answers buttons to make any changes needed.

Note that only ‘sales’ outcome questions can be reported on in JRNI Analytics. Please contact JRNI Customer Support to have these enabled.

FAQs and troubleshooting

Can both booking and outcome question types be added to the same question group?

Yes, you can add both question types to the same question group. For example, if you were creating one group for a particular service that you’d like both question types to be asked for, the individual questions will still be prompted at the right time (e.g. booking questions during the booking journey and outcome questions after the booking is marked as completed).

Still have questions?

If you have any further questions about booking questions and question groups, please contact JRNI Customer Support, who will be happy to help.