Questionnaires - Customer Experience

Overview

Questionnaires are presented to customers during the schedule checkout process, immediately before payment. The customer must complete all required questions before they can proceed to pay.

When customers see the questionnaire

Questionnaires appear as part of the checkout flow when:

1. The customer is booking an event through a schedule that has a questionnaire attached.
2. The customer has not previously completed the questionnaire, or their previous answers have expired (based on the answer retention period).

If a customer has already completed the questionnaire and their answers are still within the retention period, they will not be asked to complete it again.

What customers see

The questionnaire form is presented as a step in the checkout process. Customers will see:

• Text blocks — Information they should read before answering questions.
• Text fields — Input boxes for typing short or long answers.
• Multiple choice questions — Radio buttons where they select one option.
• Checkbox questions — Checkboxes where they can select multiple options.
• Consent checkboxes — Statements they must acknowledge by ticking a checkbox.

Required questions are clearly marked and must be completed before the customer can proceed.

Important considerations

• Booking on behalf of others — When a questionnaire is attached to a schedule, booking on behalf of others is automatically disabled. This ensures each participant completes the questionnaire themselves.
• Answer retention — Answers are stored for the period configured when creating the questionnaire. After this period, the customer may be asked to complete it again.
• Schedule-only — Questionnaires are only available through the schedule checkout flow. They are not presented for standalone event bookings outside of a schedule.