Customer Interviews

Intro to Customer Interviews

Need to speak directly with your candidates? Customer Interviews are the way to go.

Get the conversation going via phone calls, video, or in-person.

Study Creation

First things first, you have to draft a study and get it ready to publish.

Create the Study

1. Click New study at the top of the left sidebar menu. OR click Studies on the left sidebar menu and click the New study button in the top right-hand corner.
2. Select Customer Interviews.
3. Name your study, change the Share URL if you want to customize it, use the dropdown to select an owner, and click Continue.
   1. Changing the study owner now is a good idea if you are creating the study on behalf of another user on your team.

Set the Plan

1. Set the number of people you want to talk to.
2. Leave the incentive box checked if you want to offer an incentive. If not, uncheck that box.
   1. Checking and unchecking the box does add or remove a tab called Incentives. More on incentives here.
3. Leave the screener box unchecked if you do not want to require a screener. If you do, check that box.
   1. Checking and unchecking the box does add or remove a tab called Screener. More on screeners here.
4. Choose your language.
5. Click Next.

Adjust your Calendar

1. If you have not integrated your calendar, you will be prompted to do so.
   1. If you are using Calendly, follow the steps to select a Calendly event from your account, or enter a URL to a Calendly event.
      1. If you are wanting to switch from using the GQ Scheduler to Calendly, click on your name under Call Moderators and select the last option, Switch to Calendly.
   2. If you are using GCal or Microsoft, follow the steps below.
      1. Events on the GQ calendar are pulled from the integrated calendar. Events on shared calendars will not show.
2. Choose the Scheduling style.
3. Review Moderator. Ensure there is no warning indicator. If so, select the calendar you want to use.
4. Leave the Check for conflicts box checked if you want to prevent double booking.
5. Location. Location. Location. Set your location by selecting your meeting preference.
   1. If you want to use Zoom, and have not already connected your account, you can connect your account. It will then become your default selection.
   2. If using Google, Google Meet will show as an option.
   3. If using Microsoft, with a business email, Teams will show as an option.
6. Choose your duration. The default is 30 minutes.
   1. If choosing Custom, type in the number of minutes you want the duration to be.
7. Set up any booking limits that you may want per day, week, or both.
8. Update any advanced options as needed.
9. Set your availability within the calendar. Use the buttons to select default times, or set your own. To set time blocks as nonrecurring, click on the block and uncheck Recurring.
   1. Be sure to check the time zone. If you are creating the study for another user on your team, be sure to set the time zone to the same as the moderator's.
10. Click Preview if you want to see an example of what the candidates will see.
11. Once things look good, click Next.

Set the Incentives

1. Select what type of incentive you want to provide. The default is Money or gift card.
2. Edit the details of the incentive.
3. For Money or gift card: Set the amount you want to provide per participant, and then select the currency from the dropdown. Then, decide if you want the payout to be through Great Question, or if you want to process the payouts through other means.
4. For Coupon code, Product gift, and Other: Add a title, code (for coupons), and redemption instructions.
5. Review incentive details and click Next.

Create the Screener questions

1. Start by typing up your first question.
2. Decide the type of answers and create the answers. *Example: “Do you like donuts?” would be a Yes/No question. “What type of donuts do you like?” could be Multi Select, where answers would need to be typed out, or could be Short Text, which allows the participant to type their answer.
3. Decide if you want the question to be required, to prevent the participant from skipping the question.
4. Click Attribute and select/create an attribute if you want their reply to be created as an attribute value.
5. Click Ideal answer to select what the ideal answer should be.
   1. You can also click on the star next to the answer choice when using Yes/No, Multi Select, or Single Select.
6. To duplicate the question, click on the duplicate icon next to Required.
7. To add more questions, click on the + under the first/previous question.
8. *For Business and Enterprise accounts, select Manual review or Automatic review.
   1. Ideal answers must be selected in order for Automatic review to work.
9. Question templates can also be viewed and used by clicking on the templates icon in the top right corner, just under the Publish tab (depending on screen size).

Review Assets

1. Review and edit your Landing Page, Screener invites (if screener is enabled), Participation invites, and the Interview guide.
2. If changes are needed, click on Edit for each asset and make the changes. Then click Save.
3. To preview the assets for participants, click on Preview for each asset.
4. For information on the Interview guide, check out Interview Templates.
5. Once things look good, click Next.

Time to Publish

1. Review the details of your study. You should see all green checkmarks.
   1. If you used incentives and did not use Money or gift card, the Incentives step can be ignored.
2. If a step does not have a green checkmark, click on the edit icon to go back to that step's page and make the required updates.
3. Once everything is all green, click I'm ready to publish.
   1. If you are funding your incentives through Great Question, you will be prompted to select a funding method and add funds.
4. Done! Study Published! 🙌

Post Publish Features

Once your study has been published, you will see a few more features to review.

Overview

To make notes and recording research findings about your study, you can use the Overview tab.

• Changes are automatically saved.

Participants

This is where you will be able to add candidates to your shortlist, manage your participants, and track their progress.

• The Participants tab is your default landing space when opening a study, but you can also get back to it by clicking on Participants.
• To start, you can add candidates to your shortlist via the three options that are shown.
• The sub-tabs you see are based on what invitations have been sent and the status of the participants.
  • Possible options are: Shortlisted, Sent screener, Applied, Invited, Scheduled, Completed, Canceled, No shows, and Removed.
  • e.g., Applied will show once a participant has completed a screener and has been move to the applied status.

Stats

Review your study's email stats and performance. More information on this feature in our Recruitment Email Statistics guide.

Data

Aka, study level repository. Review your study's screener responses, interviews, transcripts, highlights, etc... that are specific to the study you are viewing.

• All of this data can also be found in the full Repository.

Plan

Similar to the plan during the drafting phase above.

• Offer an incentive is the only option that cannot be changed once invitations have been sent to participants.

Calendar

Similar to the calendar step in the drafting phase above.

• Some features are a little different once published, but are noted in the linked guide.

Incentives (if used)

Incentives can be edited here until invites have been sent. Once invites are sent, you can no longer edit the incentive.

Screener (if used)

If you need to review or edit your screener, you can make any changes in the Screener tab.

• If you decide to add a screener later, enable the Require a screener option in the Plan tab.

To make edits, just start making changes as needed. All changes are saved automatically and noted by a green popup.

There are sub-tabs here as well, based on a couple of things:

• Possible options are: (* notes default options shown)
  • Questions*: houses all screener questions
  • Summary*: results of participants responses
  • Individual: individual participant responses (shown as participants submit screeners)
  • Settings: option to choose manual or automatic review once an ideal answer has been selected

Emails

There are a few more emails listed here, that are not shown in the drafting phase.

You'll want to review these emails as well. Updates to the study email templates does not change the templates that are saved in the Email templates page.

Pages

Similar to the Review Assets step above, you can review and edit your landing and scheduling pages.

Settings

The Settings tab houses quite a few features that you may want to review.

Possible sub-tabs are:

• Notifications: review the different notification options that you would like to receive via email
  • Some notifications only show depending on enabled settings, such as incentives and screeners.
• Automation: review the different options that you want to automatically happen, such as marking a participant as completed and sending them their incentive (if incentives are enabled).
  • At this time, there is no automated reminder email for screener invites. Screener reminders must be sent manualy by checking the user name(s), clicking Compose, and then Resend screener...
• Templates: apply any interview templates that you may have saved in your Interview guide templates page.
  • If you see one already in use, there is a default template set by an account admin that is recommended for use for your company.
• Legal: apply a custom consent form to your study.
  • If you see one already in use, there is a default consent form set by an account admin that is recommended for use for your company.

Have Questions?

Please reach out to us in the chat or at [email protected]!