Survey question data types
Summarize
Summary of Survey Question Data Types
In ServiceNow surveys, each question must be assigned a data type that defines the question format and the kind of data collected. Selecting the appropriate data type ensures accurate data capture and meaningful survey responses. Various data types are available to suit different question needs, from simple text entries to complex ranking or attachment inputs.
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Key Data Types and Their Use
- Attachment: Allows users to attach one or more files to a question during a survey or assessment. Supported file types include all platform-supported formats. Attachments can be managed during the survey but cannot be changed after submission.
- Boolean: A checkbox question where selecting the box or leaving it unchecked records a true/false response. Requires defining a scale where "High" indicates the checkbox being selected is preferred.
- Choice: Presents a list of options from which users select one. Requires scale definition and answer options setup. The system auto-defines minimum and maximum values based on option values.
- Date and Date/Time: Users select a date or a date with time respectively.
- Likert Scale: Users pick from multiple choices on a custom scale (e.g., Easy, Average, Difficult). Requires scale definition and answer options. Min and max values are auto-set.
- Number: Users enter a numeric value within a defined range. Scale definition is required to indicate if higher numbers are better.
- Percentage: Similar to Number but typically constrained between 0 and 100. Requires scale and range definitions.
- Reference: Pulls answers from a specified reference table with auto-completion (e.g., selecting a user name). Reference qualifiers are not supported.
- String: Users enter text. Options include single line, single line wide, or multiline input fields.
- Template: Users select answers from predefined templates. Requires selecting a template and scale definition.
- Yes/No: Users select either Yes or No. Scale definition specifies if Yes is the preferred answer.
- Image Scale: Users select an image from a predefined or uploaded set (e.g., emoji-based satisfaction scale). Supports two image states (selected/unselected) with specific display behaviors. The N/A option is not supported.
- Multiple Selection: Users can select multiple checkboxes to indicate all applicable answers.
- Ranking: Users assign an order number or use drag-and-drop to rank options uniquely. Can be mandatory and dependent on parent questions but cannot act as a parent itself.
Practical Considerations for ServiceNow Customers
- Define scale definitions carefully for data types that require them, particularly Boolean, Choice, Likert Scale, Number, Percentage, Template, and Yes/No, to ensure logical interpretation of responses.
- Use attachments when supplementary documentation or files are needed as part of survey responses, noting that attachments cannot be modified after submission.
- Leverage Reference data type to dynamically populate answer options from existing ServiceNow tables, facilitating integration and consistency.
- Apply Image Scale for visually engaging questions, especially when measuring satisfaction or sentiment, while understanding image upload requirements and behavior.
- Use Ranking and Multiple Selection types to capture user preferences and multiple applicable answers, enhancing the richness of survey data.
Next Steps
ServiceNow customers can create and configure survey questions using these data types in the Survey Designer. Additional tasks include setting up custom metric types, creating answer options, defining category weights, and modifying question order to tailor surveys to specific business needs.
You must choose a data type for each survey question. The data type determines the format of the question and the kind of data that is collected on survey questionnaires.
The following data types are available for surveys:
Attachment data type
On questionnaires, users can attach one or more files to a question.
- View a list of the attached files.
- View an attached file in a separate window.
- Rename an attached file.
- Add or delete files
Any type of file supported by the platform can be attached to a question. One or more files can be attached a question while taking a survey or completing an assessment.
The assessment administrator can see the attachments associated with an individual question as well as those associated with the survey.
See Administering attachments for more information.
Boolean data type
On questionnaires, users select a check box beside a statement or leave it cleared.
If you select Boolean, you must fill in the Scale definition field. Select High if it is best when users select the check box.
Choice data type
On questionnaires, users select a value from a list of choices.
Date and Date/Time data types
The Date and Date/Time data types are similar.
- Date: On questionnaires, users select a date.
Figure 3. Date data type question - Date/Time: On questionnaires, users select a date and time.
Figure 4. Date/time data type question
Likert Scale data type
On questionnaires, users select a multiple choice value from a custom Likert scale. Each answer option is represented by a radio button on the scale. A Likert scale question that evaluates an application's ease of use might have the answer options Easy, Average, and Difficult.
If you select Likert Scale, you must fill in the Scale definition field and create answer options. Select High for the scale definition if the answer option with the largest metric definition Value is best.
Number data type
On questionnaires, users enter a number.
- Scale definition: Select High if a larger number is better, such as for a question that measures the number of sales made in a quarter.
- Min and Max: Enter the smallest and largest numbers users can enter. State the range of acceptable answers in the question text.
Percentage data type
On questionnaires, users enter a number.
- Scale definition: Select High if a larger percentage is better, such as for a question that measures the percentage of work an agent has completed.
- Min and Max: Enter the smallest and largest numbers users can enter. Generally 0 and 100 are appropriate minimum and maximum values. If you choose values other than 0 and 100, it is usually best to state the range of acceptable answers in the question text.
Reference data type
On questionnaires, users select a value from a list that is generated from a specified reference table. The response field supports auto-completion.
For example, a user could select a user name in response to a question if you specify User [sys_user] as the reference table.
String data type
Figure 9. Single line 
Figure 10. Single line wide 
Figure 11. Multiline
Template data type
On questionnaires, users select a value from a predefined series of answer options. To use this data type, a question template must be defined.
- Template: Select a template.
- Scale definition: Select High if the answer option with the largest template definition Value is best.
Yes/No data type
On questionnaires, users select Yes or No from a list.
If you select Yes/No, you must fill in the Scale definition field. Select High if Yes is the best answer.
Image Scale data type
On questionnaires, users select an image from a predefined set of images as their response. Image scale questions can also be used in a template for better performance with surveys that have the same type of answer options.
Five emojis, similar to the Likert scale (very dissatisfied to very satisfied) are provided. However, you can upload additional images in JPG, PNG, or GIF format. Two images can be uploaded, one for selected case and another for
unselected case. For example, the selected image can be 
, and the unselected image can be 
. Larger size images are reduced to 64 x 64 pixels.
The result behavior depends on the presence of uploaded images. If no selected image is uploaded, then the question shows up blank.
| Selected image | Unselected image | Result |
|---|---|---|
| Yes | Yes | Unselected image loads. Clicking the image changes it to the selected image. |
| Yes | No | Selected image loads with 50% opacity. Clicking the image changes the opacity to 100%. |
| No | Yes | A blank placeholder box is displayed. |
| No | No | A blank placeholder box is displayed. |
- N/A option is not supported for image scale type question.
- For an image scale type question, an empty string is saved as an answer for a hidden and dependent question of an unselected image.
Multiple selection data type
On questionnaires, users can select multiple check boxes indicating all answers that apply. For instance, a user can be instructed to "Select all that apply" in a multiple selection question.
Ranking data type
On questionnaires, users can select a different order number for each option to rank them. Drag-and-drop functionality is also supported, which allows a user to either fill in the number, or simply drag an option.
One order number cannot be selected twice. This question can be mandatory and it can also be dependent on a parent question, but not vice versa.