Templates and Questionnaires

The use of the placeholder {access_token} is in reference to the JWT token you get back when you authenticate against the eTrusted servers. Visit the Setup and Authentication section of the docs to learn how to generate one if you haven't already.

What are Questionnaires and Templates in eTrusted?

The last but one final process undertaken by the eTrusted system in the experience feedback process is to send out questionnaires to customers to collect reviews.
eTrusted provides a host of templates from which you can create a questionnaire to send out.
All the necessary questionnaire templates are made available to you during your account setup.
Should you have any questions or requests regarding templates don't hesitate to contact us.

Generating links to Questionnaires

By default, once you set up your Invite Rules and an event is fired, the eTrusted system will schedule an invite to send out a link of a questionnaire to be sent out to your customers.
However, sometimes this flow does not suit a business process, and an invite might for example be best printed out on a physical document as a QR code. In this case, the eTrusted system provides
an API to help with the generation of a questionnaire link.

Below is an example of what this request looks like:

curl --location --request POST 'https://api.etrusted.com/questionnaire-links' \
--header 'Content-Type: application/json' \
--header 'Authorization: Bearer {access_token}' \
--data-raw '{
    "customer": {
        "email": "[email protected]",
        "id": "cst-ce2cd416-62c0-488c-98f5-d4ca0a1fd2c0",
        "firstName": "John",
        "lastName": "Doe",
        "mobile": "+49123456789",
        "address": "Anystr. 17, 12345"
    },
    "channel": {
        "id": "{channel_id}",
        "type": "etrusted"
    },
    "transaction": {
        "reference": "order-12345",
        "date": "2017-01-01T13:30:15.000Z"
    },
    "questionnaireTemplate": {
        "id": "{template_id}"
    },
    "system": "customer_system_name",
    "systemVersion": "1.0",
    "type": "checkout",
    "metadata": {
        "metaKey1": "metaValue1",
        "metaKey2": "metaValue2"
    }
}'

Note

• The {channel_id} placeholder represents the Channel id of the channel under which you will like to generate the questionnaire.
• The {template_id} placeholder represents the id of one of the many templates available to you. As mentioned before once your eTrusted account is created a list of templates is made available to you. Use the template list API to get the full list of template IDs available to you.

A successful request should return a link to the questionnaire among other things

{
    "id": "qre-xxxxxxxx-yyyy-xxxx-yyyy-xxxxxxxxxxxx",
    "link": "{questionnaire_link}",
    "token": "{questionnaire_token}"
}

The id is a reference to the actual questionnaire (not the questionnaire template). The difference is that this one is tied to a specific user.

Types of questionnaire templates

There are mainly four types of questionnaire templates:

Service Reviews

• Standard Questionnaire Template: This allows customers to review your service.
• Extended Questionnaire Template: This allows the customer to perform service reviews just like the standard template. The difference is that an additional review question in the form of a rating scale is shown to the customer.
• Customization Questionnaire Template: This allows the customer to review your service and answer the questions you defined in your own questionnaire template with the help of the eTrusted Control Centre.

Product Reviews

• Standalone Product Review Questionnaire Template: You should use the standalone product review template if you would like to collect only product reviews from your customers.

Both the standard and extended templates allow your customer to provide feedback regarding their service experience. The Standard Questionnaire Template and the Extended Questionnaire Template are predefined.

When including specific products in your request, service and product review collection will happen within one flow for your customer.

Visit the help centre to learn more about the standard and extended questionnaire.

Also, to generate a standalone questionnaire link to send to a customer, use the questionnaire link API.

What next?

As mentioned before, once you have a link to a questionnaire, you can now choose how you deliver it to the respective customer. It could be as a QR code.
In the next section, we will take a look at how you can get a list of reviews, which you can then use in many different ways.