Using Customer Types

Find other ways of tailoring your assessment here

Customer Types can be used to differentiate:

• The emails sent.
• Which report a respondent receives.
• The site text displayed on the completion of a response.

The Customer Types tick box needs to be selected under the Features tab under the Site Settings. This creates a Customer Types tab. A customer type can be specified on email templates, report settings, and the site text edit screen. 

Why use Customer Types?

• For example, on an email asking a respondent to complete a 360 Style assessment you may want different wording if the respondent is the subject of the assessment than if they are not.
  • For the subject "Please complete your own response for your 360 Assessment....."
  • For others "Please complete a response for {Subject.FirstName} to contribute to their 360 assessment ...."
• You may want to display different response complete site text depending on the customer type.

Example use case:

On the Brilliant Assessments Try Me assessment, there is a question that asks whether you want to receive the pricing guide. This question sets a customer type that we use to differentiate the report and email sent to you to include or exclude the pricing.

Adding a Customer type 

This is done after ticking the Customer Types box under the Features tab under Site Settings.

1. Name.  Name you are assigning to the Customer Type.
2. Code.  The Code field must be a single character, A-Z, 0-9.

How a customer type is set for a response:

For a response, the customer can be set by:

• Selecting the customer type from a drop down box on the options tab when you manually add a response. 
• For responses in a cohort, you can set the customer type on an Assessment Role. When a response is added with a role specified, a customer type is set.
• By using a question within an assessment.  You can have questions where their answers set the Customer Type (using Question Smart Short names).  The question report name needs to be Customer Type and the Answer report name needs to be the code that you entered in the lookup list.
• By using a calculation.

How to set a customer type using a calculation

Example of use:

• If you wanted send a different email, site text, or report to a customer depending on their score.
• If you want to send a different email, site text, or report to a customer depending on a combination of their answers to different questions, e.g., if they are a business owner and want to receive a free guide from you compared to individuals who only want to see their results.

Steps:

1. Insert a calculation and name it Customer Type. Please ensure that you match this exact wording.
2. Head to the options tab (at the bottom of the Calculations page) and select 'Customer Type' from the response setting drop-down list.
3. Create your calculation in the Result calculation field.
4. It needs to be a case statement that includes:
   CaseWhen (insert case here e.g Assessment score> 0.7) Then ( Customer type code) Else ( Other customer type code) End
5. If your calculation is referencing an overall score, you should add a section at the end of the assessment and  mark the section as ‘calculations in report’.

Troubleshooting: How to test if your Customer Type question or calculation is working

When things aren't working as you expect, you need to check whether the customer type is being set by your question or calculation successfully. To do this:

1. Complete a new response, or even just complete a response up until the page where the customer type is set ( make sure you press next on the page if doing this).

2. Go to Responses> then on your test response, click 'Action', then 'Response settings'> then head to the 'Options' tab.  On the options tab, you should see the customer type selected.

Next steps: 

• If the wrong customer type is selected,  make sure you have added the correct customer type code to the right answer report text on the customer type question.
• If no customer type is selected, check that you have:
  • Selected the response setting drop-down to customer type.
  • If you are using a calculation, check that you have no calculation errors by testing the calculation.
  • Added valid customer type codes ( 1-10 or A-Z)

If you've checked these issues, you can contact support@brilliantassessments.com for help.