How do I personalise the content of my questionnaires?

Trusted Shops offers various questionnaire templates that you can use immediately for sending out invites. These templates are optimised for high conversions and quickly provide you with many reviews without much effort required from your end.

An overview of the questionnaire templates we have provided can be found here: What do the optimised questionnaire templates offer?

What if  the questionnaire templates provided by Trusted Shops do not match your requirements? Simply create your own questionnaire templates and use them to collect service reviews.

To do this, two steps are necessary:

  1. Creating your own questionnaire template
  2. Using your own questionnaire template in automatic invite dispatches

Where can I create my own questionnaire templates?

You can create your own questionnaire templates in the eTrusted Control Centre.

  1. Log in to the eTrusted Control Centre.
  2. Click on the gear symbol (“Settings”) (01_16x16.png) in the main navigation. Then click on “Template customisation” (02_16x16.png).
  3. Open the “Questionnaire templates” tab (03_16x16.png). The “Questionnaire templates” overview appears.

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If you have already created questionnaire templates, the “Questionnaire templates” overview contains a list of your templates. This list provides you with the following information:

  • Name of the questionnaire template (01_16x16.png)
  • Date of creation (02_16x16.png)
  • Date of last edit (03_16x16.png)
  • Channels to which the questionnaire template is assigned to (04_16x16.png)
  • Languages of the questionnaire template (05_16x16.png)

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Step 1: How do I create my own questionnaire template?

Starting on the “Questionnaire templates” overview, you can create your own questionnaire templates.

Please be aware of: The star rating is the basis of every review collected with Trusted Shops. It is therefore an integral part of every questionnaire template and is always at the beginning of the template.

  1. Go to the “Questionnaire templates” overview as described above.
  2. Click on “Create new template” (01_16x16.png).
Would you like to edit an existing questionnaire template? In this case, click on the pencil icon (02_16x16.png) of the template you want to edit.

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  1. The “Customise your questionnaire” overview appears. Enter a name for the questionnaire template in the input field in the “Name your template” area.
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  2. Should a review of your service only be possible if a review comment is also submitted? Then check off the box "Make mandatory".
By activating this setting, you are likely to collect more review comments about your service. However, please note that you will probably receive fewer reviews, as not all of your customers want to leave a review comment.

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  1. Would you like to activate additional rating scales in addition to the star rating? Then set the “Opinion scales” switch to active. This activates rating scales for delivery, product, and service.
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  2. You now have various options for adapting the additional rating scales to your needs:
    • Do you agree with the rating scales for delivery, product, and service? Skip directly to Step 7.
    • Delete an existing rating scale. To do this, click on the paper basket.
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    • Edit an existing rating scale. To do this, first click on the pencil icon.
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      You can then enter a new title (01_16x16.png) and new scale values (02_16x16.png). Then click on the tick (03_16x16.png) to save your changes.
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      Scroll to the “Name your template” area. Use the drop-down menu (01_16x16.png) to select a language for your questionnaire template. Then click on “Assign language” (02_16x16.png).
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    • Add a new rating scale. To do this, first click on “+ Add Scale”.
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      Then enter a title (01_16x16.png) and scale values (02_16x16.png). Then click on the tick (03_16x16.png) to save your changes.
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      Scroll to the “Name your template” area. Use the drop-down menu (01_16x16.png) to select a language for your questionnaire template. Then click on “Assign language” (02_16x16.png).
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    You can set up a maximum of five rating scales per questionnaire template. Also, note that any additional rating scale may affect the conversion rate of the questionnaire.
    • Oblige your customers to answer the additional rating scales. Tick “Set as required” for this.
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Note that this selection may affect the conversion rate of the questionnaire.
  1. Would you like to calculate your Net Promoter Score® (NPS) in addition to the star rating? Then set the “Net Promoter Score®” (01_16x16.png) switch to active.
You can find information on the Net Promoter Score® in this article: What should I know about the Net Promoter Score® (NPS®)?
  1. Would you like to oblige your customers to submit the Net Promoter Score®? Tick “Set as required” (02_16x16.png) for this.
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Note that this selection may affect the conversion rate of the questionnaire.
  1. Click on “Save”.
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You have now successfully created your own questionnaire template. On the right-hand side of the “Customise your questionnaire” overview, you can preview your new template.

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Step 2: How do I use my own questionnaire templates in my review invites?

Once you have created your own questionnaire template, you can use it within your automatic invite dispatch.

  1. Click on the gear symbol (“Settings”) (01_16x16.png) in the main navigation. Then click on “Channel Settings” (02_16x16.png).
  2. Select the channel (03_16x16.png) for which you want to use your own questionnaire template.
  3. Open the “Optimise review collection” (04_16x16.png) tab. Then open the “Service Reviews” (05_16x16.png) tab.
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  4. Select the desired questionnaire template using the “Questionnaire” (01_16x16.png) drop-down menu.
  5. Click on “Save” (02_16x16.png).
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You have now successfully selected your own questionnaire template for your automatic invite dispatch. It will now be used in your Review Invites.


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